Luton Borough Council

24/07/2023 - Council concern over rail station ticket office closures

The council has agreed a motion at Full Council (18 July) to express its concerns regarding proposals to close train station ticket offices.

In addition to responding to the consultation formally, the council will write to Govia Thameslink Railway, copying Luton’s two MPs who have launched a petition, so that they can raise the council’s concern in the Houses of Parliament.

The council feels the proposals will allow the already neglected Luton Station to further decline. It is also concerned that despite the reassurance that there will be no job losses as ticket office staff will be redeployed to ‘multifunctional roles’ they are not confident that this will be the case.

Closing the Luton Station ticket office will mean passengers will have to buy tickets online or at Ticket Vending Machines (TVMs) so will be unable to get advice from staff about the most cost-effective way to get to their destination in what is an already complex ticketing system. Also some concessionary fare tickets are not currently accepted in TVMs or online. The council is concerned about the impact this will have on those who are not confident buying tickets in this way such as the elderly who are less likely to use the internet or the disabled who may find using a machine challenging.

There is also concern that if existing ticket staff are redeployed to ‘multifunctional roles’ on the concourse there will be problems of access for some as the staff will be stretched across the station, particularly with the new lift, stairs and bridge in the pipeline located a considerable distance from the main station facilities.

There is also concern that the 2 week consultation period is not long enough in order to respond effectively.

Cllr Hazel Simmons MBE Leader of Luton Council said, “We strongly oppose the proposed closure of Luton Station ticket offices. It’s just another example of how our train traveling residents will suffer. Not everyone has easy access to the internet and not everyone will make a simple ticket purchase. This means they will be hit in the pocket as without face-to-face contact they could purchase a ticket that isn’t the best value for money. It will also make it very difficult for those who need assistance when they travel.

“We have a station that is woefully inadequate, unsafe and inaccessible and quite frankly an embarrassment in a town which boasts fantastic transport connections and which is going through major development and so we will do what we can to prevent these proposals coming to fruition”.

People can have their say until 1 September.