On Wednesday, July 5 it was announced that the future of the ticket office at Rye station is under review. Southern's website advertises the public consultation process which has started and ends on Wednesday, July 26. Rye News are already working on this with Rye Chamber of Commerce to keep in touch with developments and by following the links below you can participate in the consultation process.
In a move that could potentially reshape the way rail tickets are sold and customer service is delivered, transport watchdogs London TravelWatch and Transport Focus have launched public consultations on behalf of rail operators across the UK. Against this backdrop, Rye train station finds itself grappling with the impact of reduced ticket office services.
Recognising the inevitability of change, the Rye Chamber of Commerce has taken proactive steps to address the situation. The chamber has arranged a crucial meeting with Sara Grisewood, Marshlink line officer from Southeast Communities Rail Partnership CIC, to discuss the future of the ticket office buildings, signage, and explore potential collaboration between the chamber, and other stakeholders, namely the town hall, 1066 Country Marketing and the rail authorities.
This meeting presents an important opportunity for the Rye Chamber of Commerce to advocate for the needs and interests of the local community. As the ticket office services face potential alterations, it is vital for stakeholders to come together and ensure that the changes implemented align with the requirements of commuters, tourists, and the wider public.
Currently, Rye ticket office hours are – weekdays 5:40am - 7:05pm, Saturday 5:40am - 7:05pm, and on Sunday 8:10am - 3:45pm
The proposed ticket assistance hours are weekdays 6pm - 1pm, Saturday 6pm - 1pm, Sunday, closed.
From the Southern website:
The proposal aims to better support passengers by moving colleagues out from behind traditional ticket offices windows, which would close, onto station concourses where customers need them most, making them more visible and accessible.
The aspiration is that colleagues would move to roles that cover a broader range of customer needs in the future – from travel and fares advice to accessibility assistance – following engagement with both colleagues and the unions.
These potential plans support wider moves to modernise the railway, put customer service at its heart and would offer a more varied and interesting role for colleagues.
No final decisions have been made as the industry is currently at local public consultation stage.
No stations that have staff today will become unstaffed and station opening hours would remain the same.
For a comparison of current and proposed hours when ticketing would be available, please view the station-by-station consultation document.
If these proposals go ahead, we would continue to provide assistance in line with our Accessible Travel Policy (ATP) commitments.
The proposed changes reflect that the way customers buy tickets has changed significantly in recent years, with a reduction in ticket office use. Most tickets are now bought online or from ticket machines, which can sell the vast majority of ticket types, and eticket readers are fitted across the GTR network. Infact 9 out of 10 tickets are now purchased outside of traditional ticket offices.
Our colleagues have a valuable role in helping customers, which these proposals aim to enhance. In-person assistance would still be available to help customers use machines and advise on the best value-for-money fares.
Welcoming everyone to the railway is central to all industry reforms and colleagues would continue to provide accessibility support and assistance, meeting the needs of all customers as well as continuing to offer travel advice and to support the safety and security of our stations for example by being a presence to deter anti-social behaviour.
How to take part in the consultation
To see what is proposed at your station please view the station-by-station consultation document.
As this public consultation is being carried out by Transport Focus and London TravelWatch, GTR (Southern, Thameslink, Great Northern and Gatwick Express) cannot take your feedback directly. The only way to ensure your response is accepted is to complete the consultation by emailing or writing to Transport Focus or London TravelWatch. Details on how to contact the watchdog for your station are available here.
You can also find out more about the consultation and having your say by visiting transportfocus.org.uk and londontravelwatch.org.uk.
Unfortunately, if you do not submit via the main consultation, your response will not be considered. We cannot pass on feedback on your behalf.
Printed copies of the information about this consultation can be obtained on request at staffed stations. If you require an alternative format, then please call 0345 026 4700 or textphone 0800 138 1018.
