East Midlands Railway (EMR) is considering plans that represent the biggest update to customer retailing since the mid 90s – when over 80% of all tickets were sold at ticket offices, compared to just 12% nationally and less than 5% across the East Midlands Railway (EMR) network today. These plans will also provide easier access to digital ticketing in line with changing buying habits.

The proposals will see ticket office staff transition to new multi-skilled ‘customer help’ roles, already in place in many parts of the railway, where they would be better able to give advice about the best and cheapest fares, support customers with accessibility needs and to help customers board and exit from trains. The changes mean a more visible and accessible staff presence overall in stations during staffed hours, on ticket concourses and on platforms.

EMR say they are committed to smoothing the transition, and the proposed changes would be phased in gradually. Their proposals for affected ticket offices across the EMR network can be found here: https://www.eastmidlandsrailway.co.uk/modernisation-consultation.

Independent passenger watchdogs Transport Focus and London Travelwatch will facilitate a 21 day long consultation for passengers on behalf of the industry. The consultation is now open and closes on Wednesday 26 July 2023.

Transport Focus are conducting the consultation on behalf of any proposed East Midlands Railway changes and their contact details are: Email: ticketoffice.emr@transportfocus.org.uk
Freepost: RTEH-XAGE-BYKZ, Transport Focus, PO Box 5594, Southend on Sea, SS1 9PZ. For more information about how to have your say see www.transportfocus.org.uk