With web and app booking, self-service machines and smart phone QR code tickets, many can't remember the last time they used a ticket office at their local train station.
But that doesn't mean everyone's happy the vast majority across the country are set for the axe.
Industry body the Rail Delivery Group (RDG) unveiled proposals on Wednesday which could mean nearly all offices are shut, with only those at the busiest stations remaining open.
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It's part of a move to 'modernise customer service', with the industry facing increased pressure from the government to save money following dips in revenue caused by the Covid pandemic.
In Greater Manchester, 45 manned ticket offices - including Manchester Piccadilly - are earmarked for closure.
Manchester Victoria is one of six stations that would retain ticket offices in the region under the plans.
At Manchester's busiest station, Piccadilly's ticket office, 'will remain open short-term for customers who have complicated ticket queries which cannot currently be dealt with online or at a ticket vending machine', train operator Avanti says.
Outside Stockport station, many commuters were shocked to learn of the plans.
Many said they don't use them, but recognised that for some, including the elderly, they're vital.
"I think it is cheaper online," Yvonne, a sporadic train commuter, said. "I would very rarely use a ticket office myself.
“But they are necessary for other people. Not everyone wants these to be gone. Not everyone is online and these people need a choice.”
Suggesting cuts are made elsewhere, Jez Reid said: “It doesn’t affect me because I just use the app for my tickets. I can’t ever think of a time I’ve used the ticket office.
“I think they serve a purpose though - not everyone is online and need the offices. To get rid of them would take that service away.
"I think they should keep them, because even if it is to save money, I can’t see this plan saving that much.
“There are probably some other things they can do to save money than that. It could do more harm than good as it would take them away from people that need it.”
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Austin Jones added: “I just use the Trainline app, mostly. I always feel like you get charged higher in person than it would be online.
“I think it just is far more convenient online. I think there is a purpose [for the offices], but it does not benefit me.”
Passenger consultations conducted by rail companies are due to begin across the country. Trade unions and disability groups have expressed outrage over the move, fearing it could lead to job losses and could neglect some vulnerable passengers.
Vivienne Francis, chief social change officer at the Royal National Institute of Blind People, said the change would be detrimental to blind and partially sighted people.
According to RNIB research, only 3 per cent of people with sight loss said they could use a ticket vending machine without problems and 58 per cent said it was impossible.
“I buy mine online, it is about making sure there is a robust plan in place to help support those who may have issues with tickets,” Zoe Merchant, travelling with her friend Cath Hewitt said.
“As long as there is a plan in place for those who depend on the offices, I think the decision is fine.”
“I go to the ticket office personally,” Phil Wilks said. “It is because of human interaction and it is more trustworthy than online.
“It is easier to just go there and pick up a ticket. Sometimes you even have to queue up for the office so it is still used. They still serve a purpose.”
RDG data revealed that 12 per cent of train tickets are bought from offices at stations - a huge decrease from 82 per cent in 1995.
Gerald Leach, 89, returning from a meeting of train enthusiasts, said: “There is the issue for people with disabilities and the other is that if you go to the ticket office they can offer advice. If you go to the office they may not only give you the quickest option, but the cheapest one as well, which you can’t get online.
“My son travels around the country selling cars and has to get trains back home. He can go to the ticket office in London for example and they would say rather than go to Reading you can get to Manchester through Oxford.
“They provide more than just the sales of tickets. It is the human brain vs the computer because the online system is programmed to tell you one way of doing a journey.
“I live in Knutsford so I tend to book online, but I do use them and find them helpful. They do serve a purpose.
“They’ve got this system where the ticket offices operate in rush hour, whereas in the past it would be open all day. So that makes sense as if there is only one train an hour there would be a chap or lady sitting there for four or five hours not doing anything - so I think this is better than that.”
Mr Leach said he believed companies could lose money as a result of the plan, adding: "It could encourage people not to pay the fare. I might be wrong but I was discussing it yesterday - that on short haul trips it could lead to them losing money.”
Transport Salaried Staffs Association interim general secretary Peter Pendle said: “We are clear the Government will face strong opposition from this union on the totally unnecessary mass closure of ticket offices. Ministers will soon realise that the public have no desire to see their rail network diminished in this way.”
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Neil Middleton, director at pressure group Railfuture, urged the industry to “encourage more self-service but don’t force it”. He said: “If this change drives passengers off the trains, then we’ll all be worse off.
“Even though there may be a cost saving, if fewer passengers are on the trains it is very easy to see that income will reduce.”
RDG chief executive Jacqueline Starr said: “The ways our customers buy tickets has changed and it’s time for the railway to change with them. With just 12 per cent of tickets being sold from ticket offices last year, and 99 per cent of those transactions being available on TVMs (ticket vending machines) or online, our proposals would mean more staff on hand to give face-to-face help with a much wider range of support, 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 and integral to the experience our customers have on the railway, fairly, with support and extra training to move into new more engaging roles. We also understand that our customers have differing needs, which is why the industry widely sought the views of accessibility and passenger groups when creating these proposals, and will continue to through the consultation.
“We encourage those who wish to take part to go to their local train company website or visit Transport Focus or London TravelWatch.”
Ticket offices at Bolton, Manchester Victoria, Manchester Oxford Road, Rochdale, Salford Crescent and Wigan Wallgate stations would remain open, said Northern, but they will have reduced opening times.
Ticket offices will close at the following Greater Manchester stations:
- Ashton-under-Lyne
- Atherton
- Bramhall
- Bredbury
- Brinnington
- Broadbottom
- Bromley Cross
- Burnage
- Cheadle Hulme
- Daisy Hill
- Davenport
- Deansgate
- Disley
- East Didsbury
- Eccles
- Farnworth
- Flixton
- Gatley
- Gorton
- Greenfield
- Guide Bridge
- Hag Fold
- Hale
- Hattersley
- Hazel Grove
- Heald Green
- Heaton Chapel
- Hindley
- Levenshulme
- Littleborough
- Lostock Parkway
- Marple
- Mauldeth Road
- Mossley
- Newton For Hyde
- Parbold
- Poynton
- Reddish North
- Romiley
- Rose Hill (Marple)
- Salford Central
- Swinton
- Urmston
- Walkden
- Wilmslow
