Details of the public consultation comes amid news of the closure of railway station tickets office across England

East Midlands Railway (EMR) will join train companies in launching a public consultation to move staff from the ticket offices and into stations to prove more face-to-face contact across the network.

It comes amid a series of rail strikes which have caused chaos for commuters in recent months. Staff have highlighted the necessary changes to bring the railway up to date and are calling for better pay to reflect the cost of living increases.

New proposals would mean staff are moved out of the ticket office and onto the platforms, concourses and ticket halls to speak to staff. The plans would see more face-to-face support across the network so that passengers can get help with accessing cheaper tickets and advice on their journeys. This also includes better accessibility access for those who need passenger assistance.

The proposals would mean ticket office staff transitioning to multi-skilled ‘customer help roles’ already in place in many parts of the network to give advice and support customers getting on and off the trains. It would also mean more visible staff around the railway station.

Rail companies are also unveiling a series of pledges for rail passengers about the proposals. These are:

*Across the network staff will be available at the right time, in the right locations according to customer demand

* Customers will be able to purchase tickets before boarding through a variety of means

* Customers will still be able to purchase tickets onboard in the way that they do today, including on rural services

* Those with accessibility needs will always be supported

* All rail staff will be treated fairly and their new roles will be more varied and engaging

.Following the changes, customers will still be able to use the ticket machines and purchase tickets onboard if they are unable to do so before boarding the train. EMR will also create a series of options for staff affected by the changes including moving to new roles, retraining and reskilling while working with unions to ensure a smooth transition.

Stations without ticket offices already make up over 70 per cent of those operating across the EMR network In other cases ticket office facilities have been converted into community hubs, coffee shops and cafes while staff support customers closer to gate lines.

The update to the way train tickets are sold is long overdue as retail rules on how to sell tickets were set in the mid-90s. In those days, 90 per cent of the tickets were sold through the office compared to 12 per cent nationally today as many buy through apps on smartphones.

It is hoped that bringing staff out from offices will allow the railway to respond to the changing customer behaviour. Independent passenger watchdogs Transport Focus and London Travel Watch will facilitate the 21-day consultation for passengers, which could see the closure of several ticket offices across the network.

Those wanting to contribute to the consultation and share their views can do so by emailing their views to [email protected]. The consultation is open until Wednesday, July 26.

RDG CEO Jac Starr said: “The way our customers buy tickets has changed and it’s time for the railway to change with them. Our proposals would mean more staff on hand to give face-to-face help with a much wider range of needs, from journey planning to finding the right ticket and helping those with accessibility needs.

“Our commitment is that we will always treat our staff, who are hugely valued, fairly, with support and extra training to move into new, rewarding and varied roles and we will never compromise on safety. We also understand that our customers have different needs which is why train companies will be consulting widely with accessibility and passenger groups to take on board their views.”

*Nottingham World has reached out to EMR for confirmation on job losses or redundancies.