Ticket Office Cuts Raise Travel Concerns
Avanti West Coast is facing renewed criticism over its failure to address staff shortages at major ticket offices along the West Coast Main Line. Although the nationwide plan to shut down ticket counters was scrapped following public opposition, the company has not reversed staffing decisions made during the closure threat. Stations such as London Euston, Birmingham New Street and Manchester Piccadilly are all running at critically low staff levels and closing during scheduled hours, while travellers are seeing delays with face-to-face service.
Rather than restoring previous staffing levels, Avanti has introduced a proposed roster change that critics argue would solidify the current workforce deficit. RMT union warns this is effectively to normalise a no-staff position and put more pressure on the existing workforce, who are noted during the inquiry as being overworked. Meanwhile, passengers are left without consistent access to in-person assistance, a crucial service for many, particularly during busy periods, service disruptions, or complex journey planning.
For rail users, especially international visitors or those less comfortable with digital ticketing, the uncertainty surrounding ticket office availability adds stress to the travel experience. Travellers who rely on face-to-face support—for refunds, upgrades, accessibility assistance, or route guidance—may find themselves stranded without the help they need. This could be particularly disruptive during peak seasonal periods or under the occurrence of large-scale events, as passenger numbers on individual high-volume days increase substantially at major UK hubs.
Failure to address these staffing shortages could damage passenger confidence in the long term. The situation with in-person services is worsening, and if this trend continues, the rail network is at risk for some older adults, disabled travellers and others who do not rely on digital channels. Avanti without adequate intervention could lead to more complaints and less trust in rail as a good option for regional, inter-city travel, and a potential user revolt.
This staffing issue highlights a growing divide in rail service expectations: while the industry promotes digital convenience, many travellers still depend on human support. For passengers planning trips through Britain’s busiest stations, the uncertainty of access to ticket office staff adds unnecessary complexity. Addressing these gaps is not just about staffing—it's about safeguarding the future of inclusive and dependable rail travel.