Direct Access on the reversal of UK rail ticket office closure proposals

As both the initial proposal and cancellation of the plans to scrap ticket offices were both results of government decision-making, rail providers have been left frustrated by the U-turn, having already begun addressing the implications of ticket office closures internally. Additionally, measures to inform groups that this decision was likely to affect most (disabled people) were already well underway. As part of their process, Direct Access even played a key role – as we worked with several rail companies to produce Easy Read and Large Print documentation outlining the proposals to the public, with the aim of communicating the implications of these closures on the daily commutes of disabled people. 

Ticket offices are a means by which disabled people can directly ask for assistance on their journey. Aside from the fact that older adults generally prefer this, mobility-impaired individuals, as well as people with learning difficulties, often struggle with ticket machines for various reasons. While there is a clear argument and statistics that demonstrate people prefer to buy in advance through apps rather than on the day, the freedom to choose depending on your preference (or capability) is a huge point of contention for different types of disabled people. Direct Access undertakes accessibility audits for railway operators across the UK which includes assessing and recommending upgrades to ticket office facilities.

It comes as no surprise to us that the main factor influencing the government’s decision beyond the financial implications, was the result of public accessibility consultations on the proposals. It demonstrates that disabled people not only have a voice but can directly influence Government action. What it also demonstrates, though, is the importance of information equity and clear communication – which Direct Access provided to disabled people by delivering this proposal in accessible formats.