Consultations Transport

Railway ticket office closures – have your say

On Wednesday 5 July 2023, transport watchdogs London TravelWatch and Transport Focus launched public consultations on behalf of rail operators across the country to consider how tickets are sold and to improve customer service.

The consultation runs until 26 July 2023.

The proposal aims to better support passengers by moving colleagues out from behind traditional ticket offices windows, which would close, onto station concourses where customers need them most, making them more visible and accessible.

The aspiration is that colleagues would move to roles that cover a broader range of customer needs in the future – from travel and fares advice to accessibility assistance – following engagement with both colleagues and the unions.

These potential plans support wider moves to modernise the railway, put customer service at its heart and would offer a more varied and interesting role for colleagues.

No final decisions have been made as the industry is currently at local public consultation stage.

No stations that have staff today will become unstaffed and station opening hours would remain the same.

The proposal for Edenbridge Town Station, which is operated by Southern Railway, is to close the ticket office and to provide ticket assistance instead. The times would remain the same (Weekdays 06.30 am to 1.05 pm; Saturday 07.00 am to 1.35 pm; Sunday closed).

To view the proposals in more detail and to find out how you can comment, please visit the Southern Railway website.

You can also check proposals for other stations and find out how to comment by visiting the respective operator websites below.

As this public consultation is being carried out by Transport Focus and London TravelWatch, GTR (Southern, Thameslink, Great Northern and Gatwick Express) cannot take your feedback directly. The only way to ensure your response is accepted is to complete the consultation by emailing or writing to Transport Focus or London TravelWatch. 

For Edenbridge Town station or other Southern operated ticket office, email your response to:

Or write to:

London TravelWatch
PO Box 5594