Should we close ticket offices? An analysis of the passenger voice, informing consultation around ticket office closures across the UK

The retailing side of rail travel is outdated. The rules on how to sell tickets were last reviewed in the mid-1990s when 82% of tickets were made and distributed at ticket offices. The advent of the smartphone, the internet and better ticketing machines mean 88% ticket sales today occur outside the ticket office.Are ticket offices and their staff a valuable and necessary point in the customer journey, or do we need to reimagine the role of ticket offices—and their staff—in 2023? 

• An early look at the data and voices behind the consultation into ticket office closures
• See how AI-driven customer feedback analysis can improve data-driven decision-making for transport operators in 2023