12 February 2025
RMT Press Office:
New analysis by RMT shows that Southeastern, the rail operator owned by the Department for Transport (DfT), is routinely failing to meet its obligations to keep ticket offices open during advertised hours.
Data obtained through a Freedom of Information (FOI) request shows that over an eight-month period (June 2024 to January 2025), Southeastern’s ticket offices were closed for around 70,000 hours when they should have been open, equivalent to approximately 2,900 days.
As a result:
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At five stations, ticket offices were open for only 1% or fewer of their advertised hours.
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17 ticket offices in total were closed for at least 50% of their scheduled hours.
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46 ticket offices were shut for at least a third of their advertised hours.
The union believes these failings are part of a deliberate attempt to reduce reliance on ticket offices, despite the unprecedented opposition to proposed closures during the 2023 consultation.
The closures disproportionately affect disabled and elderly passengers, as well as those who depend on staffed ticket offices to travel safely.
Mick Lynch, RMT General Secretary, said: “Our findings show a shocking picture of Southeastern’s failure to open ticket offices as advertised which is a clear breach of their obligations.
“Passengers, particularly those who are elderly, disabled, or less able to navigate unstaffed stations, are being left without the support they need and will potentially be put off from using the railway altogether.
“Rail operators once again are trying to undermine essential services and erode public trust in our railways.
“The government must step in now to protect ticket offices and ensure Southeastern is held to account.”
Under its service contract with the DfT, Southeastern is required to adhere to its advertised ticket office hours. Ticket office staffing is the only regulated station staffing requirement, making these failings even more serious.
Booking offices provide vital services to passengers who cannot use or access online alternatives, and these closures risk worsening accessibility and travel confidence for those who rely on face-to-face support.
RMT is calling on the government to ensure Southeastern adheres to its service contract and stops abandoning passengers by cutting back on essential services.
END
Key points of contract:
2. Customer Service and Satisfaction Data
2.1 As part of each Customer Report to be provided by the Operator pursuant to paragraph 1.1 of this Chapter 5.1, the Operator shall publish (in such format as the Secretary of State may require) details of the Operator’s:
(a) level of adherence to scheduled ticket office opening hours at Stations (so that the Customer Report shows, as a percentage, the proportion of scheduled ticket office opening hours not delivered aggregated across all ticket offices at all Stations).
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