Visit our YouTube channel for a version of the film with sign language.
In the future, rather than being remote from customers behind closed doors or glass windows, we are proposing that Tube station staff will be based in ticket halls, at ticket machines, on gatelines and on platforms, instead of in ticket offices. They'll be ready and available to give the best face-to-face service for customers.
Proposed improvements include:
The savings made as a result of these changes will be reinvested into the improvements we continue to make on the network such as more reliable and frequent services, air-conditioned trains and WiFi.
This information has been prepared based on commonly asked questions by our customers. It explains why we will be closing all ticket offices and why that will enable us to provide an even better level of service to our customers.
In future if you need to buy a ticket you’ll be able to do it at every station, over the phone, or online
Given the success of Oyster and advances in online and ticket machine technology, the use of ticket offices has dramatically fallen. Today, less than 3% of journeys involve a visit to a ticket office to buy a ticket. This trend is set to continue with the introduction of contactless bank card payment later this year.
Contactless payment will mean that you will be able to simply touch your bankcard on the card reader at the gate line in the same way as you can use an Oyster card. We appreciate that not all customers will want to use this payment option and so we are putting over 150 new ticket machines into our stations and improving the existing machines so that they are faster, and easier to use.
The new machines, which offer guidance in seventeen languages, will sell all the ticket types currently available in a ticket office, with a few exceptions such as annual season tickets, that will be moved online.
We’re giving you the power to fix simple problems and our staff will have the technology to fix the rest
Currently some ticketing problems can only be resolved at a ticket office. One of the most frequent problems is an incomplete journey when a customer has not touched out of the system.
From later this year customers registered with us will be able to resolve these issues themselves online.
Before we start removing ticket offices, the ticket machines will be upgraded so that our staff are able to resolve your problem on the spot. Where this isn’t possible, then as today, our London-based Oyster contact centre will be able to help by telephone or online.
Every station will be staffed and these changes will make staff more visible and available to customers
We know that many customers want help from a person to buy a ticket. That's why we are committed to having staff at every station when services are running. There will be more staff visible and available in ticket halls to help customers buy tickets and to provide up to date travel information.
Our commitment to having stations staffed at all times, keeping customers safe and secure, remains sacrosanct. We want staff out in the ticket halls, at gatelines and out on platforms where they can be most helpful to our customers, whether that’s to say good morning to a regular commuter or to help a visitor buy their first Oyster card
London Underground and London Overground are the only railways in the UK to offer a ‘turn-up-and-go’ service for disabled and visually impaired customers and this will continue. In fact, such customers usually do not queue at the ticket office but either approach a member of staff directly in the ticket hall or go to the gateline, which is the focal point of every ticket hall.
At some of the busiest stations – Euston, Heathrow, King’s Cross St Pancras, Liverpool Street, Paddington, Piccadilly Circus and Victoria, as well as at Gatwick airport – new Visitor Information Centres (VICs) will ensure that those unfamiliar with the Tube, including tourists and visitors to London, are provided with the service and assistance they need. VICs will also continue to sell tickets at these locations.
We will have staff at every station when services are running, to help maintain a safe and reliable service and to provide assistance and reassurance to our customers. A person in a ticket office sits behind two sets of locked doors; they would find it much harder to come to the help of a passenger than if they were out in the ticket hall or on the station platform. Closing ticket offices will mean that staff will spend more of their time where our customers need them.
No. London Underground stations are not controlled from the ticket office. Controls for vital equipment are not in the ticket office; for example, gateline control panels are located in the ticket hall and escalator controls are located on the escalators themselves.
Where equipment does need to be in a secure location, such as microphones for making Public Address (PA) announcements, it is located in either the supervisor’s office or, at larger stations, in dedicated station control rooms. In the rare cases where station equipment such as PA is located in the ticket office the equipment will either be moved before the ticket office is closed, or access to it will be maintained.
Technology means that we can increasingly free our staff from being tied to equipment in offices. All our station staff carry radios that enable them to contact colleagues and the London Underground Control Centre from anywhere on their station. Later this year, every member of station will have access to an up to date mobile device which will provide them with access to travel information and other functions.
The most important element in controlling a station is a member of staff and we are committed to staffing every single station when services are running.
There are already a number of stations that work effectively without ticket offices. These are Cannon Street, Chigwell, Grange Hill, Regent’s Park, Roding Valley, Theydon Bois, Upminster Bridge and Wood Lane.
The Night Tube network will complement existing 24-hour and night bus services, giving passengers an extensive and integrated service throughout all hours of Friday and Saturday nights.
We aim to introduce this service in phases from 2015. The initial 24-hour weekend Tube network will be comprised of regular services on the Northern, Piccadilly, Victoria, Central and Jubilee lines.