Proposed changes to ticket offices not moving forward 

31 October 2023

[31 October 2023] c2c has this morning learned that plans to make changes to the operation and function of Ticket Offices across the UK rail network will not be moving forward.

During the Ticket Office Consultation, which was conducted by independent passenger bodies Transport Focus and London TravelWatch between July and September 2023, more than 750,000 rail passengers responded to proposals from train companies to make changes to the running of ticket offices.

While acknowledging that utilising ticket office colleagues in more visible station concourse and platform-based roles could, in principle, provide a better and more personal service to many customers, in a statement released by the passenger bodies on Tuesday, they have objected to the proposals put forward by c2c and all other Train Operating Companies.

Rob Mullen, c2c Managing Director, said: “We would like to thank the passenger bodies for taking the time to assess and review our ticket office proposals in such detail, and for providing a thorough response to each of the key areas suggested for change.

“Although our proposals have been objected to, we are most grateful to the thousands of c2c customers who provided valuable and insightful feedback during the consultation period. This feedback is vitally important and allows us to focus on continually improving our customer experience.

“Our customers remain at the heart of everything we do and each decision we make. We will continue to work closely with industry partners, stakeholders and the c2c passenger panels in order to ensure we provide our customers with a modern, forward-thinking railway which offers safe, punctual and reliable services.”

As part of our ongoing commitment to making c2c a more accessible and attractive railway for all, and as announced earlier this month, we will soon be introducing contactless pay as you go and e-ticketing to our existing range of ticketing and payment options, giving customers greater choice and flexibility when planning and paying for trips.

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