Rail Union Warns Digital Ticket Trial Could Undermine Station Safety

The rail union TSSA has voiced strong opposition to a new digital ticketing trial, warning that it could threaten staffed ticket offices and potentially compromise passenger safety.

East Midlands Railway (EMR), in partnership with Transport UK, is encouraging passengers to take part in a trial that uses GPS-based technology to track journeys and calculate fares. The project is funded by the Department for Transport.

TSSA, which represents hundreds of ticket office staff, pointed to its successful 2023 campaign that forced the previous Conservative government to scrap plans to close hundreds of ticket offices across England. The union argues that ticket offices are vital not only for accessibility and fare guidance but also for the safety and confidence of passengers.

Maryam Eslamdoust, TSSA General Secretary, said:

"We have real concerns about this digital ticketing trial by EMR which appears to be yet another attempt to undermine highly valued fully staffed ticket offices across the rail network. Two years ago our union fought tooth and nail to defeat devastating Tory plans that would have removed ticket offices relied upon by millions of passengers to get expert advice, find the best fares and navigate the rail system safely at all times of day. That campaign, backed by an unprecedented public response, proved that machines are no substitute for trained visible staff. Ticket office workers do far more than sell tickets - their presence makes stations safer, helps prevent antisocial behaviour, and provides reassurance to passengers particularly women and girls travelling alone. At a time when improving rail safety and tackling violence and harassment against women and girls is rightly a national priority removing staff from stations would be a backward step. Ticket offices play a critical role in providing immediate help reporting concerns and creating safer public spaces. Whatever the outcome of this trial the Labour government must give a clear and firm commitment to the future of our ticket offices and the skilled staff who keep passengers safe and supported."

The union has called on the government to ensure that any digital innovations in ticketing do not come at the expense of staffed services that passengers rely on for both guidance and safety.

Image: TSSA