The public consultation on proposals by train operators to review how tickets are sold at stations has now ended. Following the conclusion of this process, the proposals have now been withdrawn. We would like to thank all our customers who took part in the public consultation for sharing their views. The rest of this page contains information from the local public consultation period in summer 2023.
London Northwestern Railway has published proposals to modernise the way train tickets are sold at stations.
The proposals represent the biggest change to customer retailing since the 1990s, when 82% of all tickets were sold at ticket offices, compared to just 12% today.
In response to these changing customer habits, alongside other train operators, we are proposing to bring employees out from behind ticket office windows to be closer to customers, providing an enhanced customer service role and greater visibility of staff on concourses and platforms.
Under these plans ticket offices in their current form would close over the next three years, but we would retain customer information centres across the network to facilitate the evolution of retail and the multi-skilling of staff to be available where customers most need them – on platforms and concourses to help with journey planning, finding the right ticket and supporting passengers with accessibility needs.
Mobile teams would move between stations and would be deployed to offer extra help where needed. Ticket vending machines will be upgraded to make sure customers can still buy the most popular tickets at stations and many staff will have hand-held devices. New customer ‘help’ points would also be introduced at stations as part of the proposals.
Our staffing proposals cover 7 days, including Sundays as part of the working week. At Customer Information Centres staff would be available between the hours of 0600 and 2330 each day. The multi-skilled mobile team would also operate between 0600 and 2330 across a number of stations. The proposals would enable greater flexibility and efficiency, by allowing us to deploy staff according to customer demand and significant events across the network. Due to the flexible and demand-led nature of mobile staff we are not able to confirm precise hours staff would be present at each station, with the exception of the Customer Information Centres.
London Northwestern Railway recognise the need to safeguard the interests of passengers and other operators; and continue to promote of the use of the national rail network
Accessibility
We remain committed to supporting our disabled customers and those requiring assistance to access our services.
A copy of our overarching Equality Impact Assessment for these proposals is available for download. This is a live document, which is being updated based on feedback from customers and stakeholders and will be reviewed following the outcome of the consultation.
We will continue to provide passenger assistance in line with our Accessible Travel Policy commitments. Additional information on how we intend to support customers following any changes to ticket offices can be found below in our FAQs.
Alternative accessible versions
This information, including the station proposals, is available in alternative formats:
- Large Print (PDF)
- Braille – please contact us to order a copy of this information in Braille
- Easy Read
- BSL
- Audio
Physical copies of the above formats, including Braille and Easy Read, can be requested here.
London Northwestern Railway’s website is supported by Recite Me, providing a wide range of accessibility and language support tools to customise your digital experience. The toolbar includes a screen reading functionality, multiple reading aids, customisable styling options (such as text size/colour, font, background colour), and an on-demand live translation feature that offers over 100 languages.
On a computer, select the ‘Accessibility Tools’ button in the top right-hand corner. On a mobile phone or tablet, select the ‘Accessibility Tools’ button in the main menu.
Summary
| Station type | Current | Proposed |
|---|---|---|
| Unstaffed station | This station has no ticket office and is currently unstaffed throughout the week. | This station will see an enhanced staff presence. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties. |
| Station with ticket office | This station currently has a ticket office. Customer service staff may also currently be available in addition to this and outside of these core hours. |
4 stations will become new customer information centres, meaning staff will be available throughout the week to assist with ticket purchases, as well as customer service, passenger assistance, safety and general upkeep duties. Of the existing staffed stations that do not become customer information centres, the ticket office will be closed and staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties. |
This table shows where our customers will be able to purchase products and ticket types once the proposed changes have been implemented.
| Products / Ticket Types available at Ticket Offices | Online | TVM | On-Train |
|---|---|---|---|
| Walk Up Singles & Returns | Yes | Yes | Yes |
| Advance Tickets | Yes | Collection Only | |
| Weekly Season Tickets | Yes | Yes | Yes |
| Flexi Season | Yes | Yes | |
| Monthly Season Tickets | Yes | ||
| Annual Season Tickets | Yes | ||
| GroupSave | Yes | Yes | Yes |
| Group Travel (10 or more) | Yes | ||
| Child Flat Fares | Yes | Yes | |
| Rovers & Rangers | Yes | ||
| Transport for West Midlands (Multi-Modal) Fares | Yes | Yes | |
| Excess Fares | Yes | ||
| Railcard Sales | Yes | ||
| Railcard Discounts | Yes | Yes | Yes |
| Photocards (required for Season Tickets) | Yes | ||
| Refunds | Yes | ||
| Smartcard Fares | Yes | Yes | |
| Oyster Top Up Fares (within London Travelcard Area) | Yes | ||
| Seat Reservations (for other Train Operators) | Yes | ||
| Car Park Tickets | Yes |
A-Z list of stations
A-F
Acton Bridge
Current status
This station has no ticket office and is currently unstaffed throughout the week.
Proposed changes
This station will see an enhanced staff presence. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties.
Adderley Park
Current status
This station currently has a ticket office, which is open as below
- Monday: Closed
- Tuesday to Thursday: 07:00 - 12:00
- Friday: 07:00 - 10:00
- Saturday: 12:00 - 14:00
- Sunday: 09:00 - 14:00
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 1 | 1.4% |
| Ticket vending machine | 2 | 4.3% |
| Online | 40 | 89.0% |
| Other | 2 | 5.2% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 1 |
| Can I pay with cash? | No |
| Can I pay with card? | Yes |
Proposed changes
The ticket office windows at this station will be closed. Customers will still be able to buy tickets from the ticket machine and online – from our website and our App - and colleagues will still be available at the station to help customers at certain times. On-train staff will remain available to sell the range of products they currently provide.
Customer Information Centres at Watford Junction, Milton Keynes Central, Northampton and Nuneaton will all sell a full range of products, as well as providing help with more complex transactions.
There will be a change to the hours that staff will be available as part of their roving duties covering the wider network. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties. Exact hours staff would be present at each station will be finalised following the completion of the consultation (with the exception of Customer Information Centres which will be staffed from 0600-2330).
Station opening times would not change and customers would still have access to the same station facilities they do currently.
Alsager
This station is managed by another operator. To find out more, please visit their website .
Apsley
Current status
This station currently has a ticket office, which is open as below
- Monday: 06:00 - 14:00, 16:00 - 19:00
- Tuesday to Friday: 06:00 - 19:40
- Saturday: 08:00 - 14:45
- Sunday: 10:00 - 16:00
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 31 | 18.2% |
| Ticket vending machine | 71 | 42.0% |
| Online | 64 | 38.1% |
| Other | 3 | 1.7% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 2 |
| Can I pay with cash? | No |
| Can I pay with card? | Yes |
Proposed changes
The ticket office windows at this station will be closed. Customers will still be able to buy tickets from the ticket machine and online – from our website and our App - and colleagues will still be available at the station to help customers at certain times. On-train staff will remain available to sell the range of products they currently provide.
Customer Information Centres at Watford Junction, Milton Keynes Central, Northampton and Nuneaton will all sell a full range of products, as well as providing help with more complex transactions.
There will be a change to the hours that staff will be available as part of their roving duties covering the wider network. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties. Exact hours staff would be present at each station will be finalised following the completion of the consultation (with the exception of Customer Information Centres which will be staffed from 0600-2330).
Station opening times would not change and customers would still have access to the same station facilities they do currently.
Aspley Guise
Current status
This station has no ticket office and is currently unstaffed throughout the week.
Proposed changes
This station will see an enhanced staff presence. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties.
Atherstone
Current status
This station has no ticket office and is currently unstaffed throughout the week.
Proposed changes
This station will see an enhanced staff presence. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties.
Bedford
This station is managed by another operator. To find out more, please visit their website .
Bedford St Johns
Current status
This station has no ticket office and is currently unstaffed throughout the week.
Proposed changes
This station will see an enhanced staff presence. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties.
Berkhamsted
Current status
This station currently has a ticket office, which is open as below
- Monday to Friday: 06:00 - 20:00
- Saturday: 07:00 - 19:00
- Sunday: 08:00 - 17:00
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 78 | 18.8% |
| Ticket vending machine | 151 | 36.2% |
| Online | 182 | 43.6% |
| Other | 6 | 1.5% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 3 |
| Can I pay with cash? | No |
| Can I pay with card? | Yes |
Proposed changes
The ticket office windows at this station will be closed. Customers will still be able to buy tickets from the ticket machine and online – from our website and our App - and colleagues will still be available at the station to help customers at certain times. On-train staff will remain available to sell the range of products they currently provide.
Customer Information Centres at Watford Junction, Milton Keynes Central, Northampton and Nuneaton will all sell a full range of products, as well as providing help with more complex transactions.
There will be a change to the hours that staff will be available as part of their roving duties covering the wider network. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties. Exact hours staff would be present at each station will be finalised following the completion of the consultation (with the exception of Customer Information Centres which will be staffed from 0600-2330).
Station opening times would not change and customers would still have access to the same station facilities they do currently.
Berkswell
Current status
This station currently has a ticket office, which is open as below.
- Monday to Thursday: 07:00 - 13:00
- Friday: 07:00 - 13:00, 15:00 - 21:00
- Saturday: 08:00 - 16:00
- Sunday: 10:00 - 13:00
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 10 | 14.8% |
| Ticket vending machine | 5 | 7.8% |
| Online | 53 | 74.8% |
| Other | 2 | 2.6% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 1 |
| Can I pay with cash? | No |
| Can I pay with card? | Yes |
Proposed changes
The ticket office windows at this station will be closed. Customers will still be able to buy tickets from the ticket machine and online – from our website and our App - and colleagues will still be available at the station to help customers at certain times. On-train staff will remain available to sell the range of products they currently provide.
Customer Information Centres at Watford Junction, Milton Keynes Central, Northampton and Nuneaton will all sell a full range of products, as well as providing help with more complex transactions.
There will be a change to the hours that staff will be available as part of their roving duties covering the wider network. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties. Exact hours staff would be present at each station will be finalised following the completion of the consultation (with the exception of Customer Information Centres which will be staffed from 0600-2330).
Station opening times would not change and customers would still have access to the same station facilities they do currently.
Bescot Stadium
Current status
This station currently has a ticket office, which is open as below.
- Monday: 07:00 - 09:00
- Tuesday to Thursday: No
- Friday: 09:00 - 11:00
- Saturday: 10:00 - 15:00, 17:00 - 19:00
- Sunday: Closed
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 1 | 1.8% |
| Ticket vending machine | 6 | 19.3% |
| Online | 22 | 70.3% |
| Other | 3 | 8.3% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 1 |
| Can I pay with cash? | No |
| Can I pay with card? | Yes |
Proposed changes
The ticket office windows at this station will be closed. Customers will still be able to buy tickets from the ticket machine and online – from our website and our App - and colleagues will still be available at the station to help customers at certain times. On-train staff will remain available to sell the range of products they currently provide.
Customer Information Centres at Watford Junction, Milton Keynes Central, Northampton and Nuneaton will all sell a full range of products, as well as providing help with more complex transactions.
There will be a change to the hours that staff will be available as part of their roving duties covering the wider network. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties. Exact hours staff would be present at each station will be finalised following the completion of the consultation (with the exception of Customer Information Centres which will be staffed from 0600-2330).
Station opening times would not change and customers would still have access to the same station facilities they do currently.
Birmingham International
This station is managed by another operator. To find out more, please visit their website .
Birmingham New Street
This station is managed by another operator. To find out more, please visit their website .
Bletchley
Current status
This station currently has a ticket office, which is open as below
- Monday: 06:00 - 21:00
- Tuesday to Friday: 06:00 - 20:00
- Saturday: 07:00 - 18:00
- Sunday: 08:00 - 17:00
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 28 | 11.3% |
| Ticket vending machine | 57 | 22.9% |
| Online | 156 | 62.7% |
| Other | 8 | 3.1% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 2 |
| Can I pay with cash? | No |
| Can I pay with card? | Yes |
Proposed changes
The ticket office windows at this station will be closed. Customers will still be able to buy tickets from the ticket machine and online – from our website and our App - and colleagues will still be available at the station to help customers at certain times. On-train staff will remain available to sell the range of products they currently provide.
Customer Information Centres at Watford Junction, Milton Keynes Central, Northampton and Nuneaton will all sell a full range of products, as well as providing help with more complex transactions.
There will be a change to the hours that staff will be available as part of their roving duties covering the wider network. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties. Exact hours staff would be present at each station will be finalised following the completion of the consultation (with the exception of Customer Information Centres which will be staffed from 0600-2330).
Station opening times would not change and customers would still have access to the same station facilities they do currently.
Bloxwich
Current status
This station has no ticket office and is currently unstaffed throughout the week.
Proposed changes
This station will see an enhanced staff presence. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties.
Bloxwich North
Current status
This station has no ticket office and is currently unstaffed throughout the week.
Proposed changes
This station will see an enhanced staff presence. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties.
Bow Brickhill
Current status
This station has no ticket office and is currently unstaffed throughout the week.
Proposed changes
This station will see an enhanced staff presence. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties.
Bricket Wood
Current status
This station has no ticket office and is currently unstaffed throughout the week.
Proposed changes
This station will see an enhanced staff presence. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties.
Bushey
This station is managed by another operator. To find out more, please visit their website .
Canley
Current status
This station currently has a ticket office, which is open as below.
- Monday: 07:00 - 13:00, 15:00 - 18:00
- Tuesday to Thursday: 07:00 - 12:00
- Friday: 07:00 - 19:00
- Saturday: 08:00 - 16:00
- Sunday: 10:00 - 12:00
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 7 | 5.7% |
| Ticket vending machine | 4 | 3.3% |
| Online | 114 | 87.9% |
| Other | 4 | 3.1% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 1 |
| Can I pay with cash? | No |
| Can I pay with card? | Yes |
Proposed changes
The ticket office windows at this station will be closed. Customers will still be able to buy tickets from the ticket machine and online – from our website and our App - and colleagues will still be available at the station to help customers at certain times. On-train staff will remain available to sell the range of products they currently provide.
Customer Information Centres at Watford Junction, Milton Keynes Central, Northampton and Nuneaton will all sell a full range of products, as well as providing help with more complex transactions.
There will be a change to the hours that staff will be available as part of their roving duties covering the wider network. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties. Exact hours staff would be present at each station will be finalised following the completion of the consultation (with the exception of Customer Information Centres which will be staffed from 0600-2330).
Station opening times would not change and customers would still have access to the same station facilities they do currently.
Cannock
Current status
This station has no ticket office and is currently unstaffed throughout the week.
Proposed changes
This station will see an enhanced staff presence. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties.
Cheddington
Current status
This station has no ticket office and is currently unstaffed throughout the week.
Proposed changes
This station will see an enhanced staff presence. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties.
Coseley
Current status
This station currently has a ticket office, which is open as below.
- Monday: 06:15 - 16:00
- Tuesday to Thursday: 06:15 - 14:00, 16:00 - 19:00
- Friday: 06:15 - 19:00
- Saturday: 07:00 - 20:00
- Sunday: 09:00 - 14:00
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 21 | 16.1% |
| Ticket vending machine | 17 | 13.1% |
| Online | 89 | 67.6% |
| Other | 4 | 3.3% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 1 |
| Can I pay with cash? | No |
| Can I pay with card? | Yes |
Proposed changes
The ticket office windows at this station will be closed. Customers will still be able to buy tickets from the ticket machine and online – from our website and our App - and colleagues will still be available at the station to help customers at certain times. On-train staff will remain available to sell the range of products they currently provide.
Customer Information Centres at Watford Junction, Milton Keynes Central, Northampton and Nuneaton will all sell a full range of products, as well as providing help with more complex transactions.
There will be a change to the hours that staff will be available as part of their roving duties covering the wider network. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties. Exact hours staff would be present at each station will be finalised following the completion of the consultation (with the exception of Customer Information Centres which will be staffed from 0600-2330).
Station opening times would not change and customers would still have access to the same station facilities they do currently.
Coventry
This station is managed by another operator. To find out more, please visit their website .
Crewe
This station is managed by another operator. To find out more, please visit their website .
Dudley Port
Current status
This station currently has a ticket office, which is open as below.
- Monday to Friday: 06:15 - 20:00
- Saturday: 07:00 - 20:00
- Sunday: 09:00 - 17:00
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 14 | 14.8% |
| Ticket vending machine | 17 | 17.7% |
| Online | 60 | 63.4% |
| Other | 4 | 4.1% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 1 |
| Can I pay with cash? | No |
| Can I pay with card? | Yes |
Proposed changes
The ticket office windows at this station will be closed. Customers will still be able to buy tickets from the ticket machine and online – from our website and our App - and colleagues will still be available at the station to help customers at certain times. On-train staff will remain available to sell the range of products they currently provide.
Customer Information Centres at Watford Junction, Milton Keynes Central, Northampton and Nuneaton will all sell a full range of products, as well as providing help with more complex transactions.
There will be a change to the hours that staff will be available as part of their roving duties covering the wider network. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties. Exact hours staff would be present at each station will be finalised following the completion of the consultation (with the exception of Customer Information Centres which will be staffed from 0600-2330).
Station opening times would not change and customers would still have access to the same station facilities they do currently.
Fenny Stratford
Current status
This station has no ticket office and is currently unstaffed throughout the week.
Proposed changes
This station will see an enhanced staff presence. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties.
G-K
Garston
Current status
This station has no ticket office and is currently unstaffed throughout the week.
Proposed changes
This station will see an enhanced staff presence. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties.
Hampton-in-Arden
Current status
This station currently has a ticket office, which is open as below.
- Monday to Friday: 07:00 - 10:00
- Saturday: 09:00 - 14:00
- Sunday: Closed
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 4 | 7.8% |
| Ticket vending machine | 8 | 16.6% |
| Online | 34 | 72.2% |
| Other | 2 | 3.4% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 1 |
| Can I pay with cash? | No |
| Can I pay with card? | Yes |
Proposed changes
The ticket office windows at this station will be closed. Customers will still be able to buy tickets from the ticket machine and online – from our website and our App - and colleagues will still be available at the station to help customers at certain times. On-train staff will remain available to sell the range of products they currently provide.
Customer Information Centres at Watford Junction, Milton Keynes Central, Northampton and Nuneaton will all sell a full range of products, as well as providing help with more complex transactions.
There will be a change to the hours that staff will be available as part of their roving duties covering the wider network. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties. Exact hours staff would be present at each station will be finalised following the completion of the consultation (with the exception of Customer Information Centres which will be staffed from 0600-2330).
Station opening times would not change and customers would still have access to the same station facilities they do currently.
Harrow & Wealdstone
This station is managed by another operator. To find out more, please visit their website .
Hartford
Current status
This station currently has a ticket office, which is open as below.
- Monday to Thursday: 06:00 - 17:00
- Friday: 06:00 - 19:00
- Saturday: 07:00 - 15:00
- Sunday: 10:35 - 12:00
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 15 | 18.4% |
| Ticket vending machine | 7 | 8.7% |
| Online | 56 | 70.3% |
| Other | 2 | 2.7% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 1 |
| Can I pay with cash? | No |
| Can I pay with card? | Yes |
Proposed changes
The ticket office windows at this station will be closed. Customers will still be able to buy tickets from the ticket machine and online – from our website and our App - and colleagues will still be available at the station to help customers at certain times. On-train staff will remain available to sell the range of products they currently provide.
Customer Information Centres at Watford Junction, Milton Keynes Central, Northampton and Nuneaton will all sell a full range of products, as well as providing help with more complex transactions.
There will be a change to the hours that staff will be available as part of their roving duties covering the wider network. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties. Exact hours staff would be present at each station will be finalised following the completion of the consultation (with the exception of Customer Information Centres which will be staffed from 0600-2330).
Station opening times would not change and customers would still have access to the same station facilities they do currently.
Hednesford
Current status
This station has no ticket office and is currently unstaffed throughout the week.
Proposed changes
This station will see an enhanced staff presence. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties.
Hemel Hempstead
Current status
This station currently has a ticket office, which is open as below.
- Monday to Friday: 06:00 - 20:00
- Saturday: 07:00 - 20:00
- Sunday: 08:00 - 19:00
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 109 | 21.3% |
| Ticket vending machine | 212 | 41.2% |
| Online | 182 | 35.4% |
| Other | 11 | 2.2% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 3 |
| Can I pay with cash? | No |
| Can I pay with card? | Yes |
Proposed changes
The ticket office windows at this station will be closed. Customers will still be able to buy tickets from the ticket machine and online – from our website and our App - and colleagues will still be available at the station to help customers at certain times. On-train staff will remain available to sell the range of products they currently provide.
Customer Information Centres at Watford Junction, Milton Keynes Central, Northampton and Nuneaton will all sell a full range of products, as well as providing help with more complex transactions.
There will be a change to the hours that staff will be available as part of their roving duties covering the wider network. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties. Exact hours staff would be present at each station will be finalised following the completion of the consultation (with the exception of Customer Information Centres which will be staffed from 0600-2330).
Station opening times would not change and customers would still have access to the same station facilities they do currently.
How Wood
Current status
This station has no ticket office and is currently unstaffed throughout the week.
Proposed changes
This station will see an enhanced staff presence. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties.
Kempston Hardwick
Current status
This station has no ticket office and is currently unstaffed throughout the week.
Proposed changes
This station will see an enhanced staff presence. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties.
Kidsgrove
This station is managed by another operator. To find out more, please visit their website .
Kings Langley
Current status
This station currently has a ticket office, which is open as below.
- Monday to Friday: 06:00 - 19:40
- Saturday: 08:00 - 15:00
- Sunday: 10:00 - 15:00
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 43 | 27.1% |
| Ticket vending machine | 49 | 30.9% |
| Online | 64 | 40.3% |
| Other | 3 |
1.6% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 2 |
| Can I pay with cash? | No |
| Can I pay with card? | Yes |
Proposed changes
The ticket office windows at this station will be closed. Customers will still be able to buy tickets from the ticket machine and online – from our website and our App - and colleagues will still be available at the station to help customers at certain times. On-train staff will remain available to sell the range of products they currently provide.
Customer Information Centres at Watford Junction, Milton Keynes Central, Northampton and Nuneaton will all sell a full range of products, as well as providing help with more complex transactions.
There will be a change to the hours that staff will be available as part of their roving duties covering the wider network. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties. Exact hours staff would be present at each station will be finalised following the completion of the consultation (with the exception of Customer Information Centres which will be staffed from 0600-2330).
Station opening times would not change and customers would still have access to the same station facilities they do currently.
L-Q
Landywood
Current status
This station has no ticket office and is currently unstaffed throughout the week.
Proposed changes
This station will see an enhanced staff presence. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties.
Lea Hall
Current status
This station currently has a ticket office, which is open as below.
- Monday to Thursday: 06:15 - 18:00
- Friday: 06:00 - 19:00
- Saturday: 07:00 - 19:00
- Sunday: 10:00 - 13:00
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 23 | 20.2% |
| Ticket vending machine | 12 | 10.5% |
| Online | 74 | 65.5% |
| Other | 4 | 3.7% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 1 |
| Can I pay with cash? | No |
| Can I pay with card? | Yes |
Proposed changes
The ticket office windows at this station will be closed. Customers will still be able to buy tickets from the ticket machine and online – from our website and our App - and colleagues will still be available at the station to help customers at certain times. On-train staff will remain available to sell the range of products they currently provide.
Customer Information Centres at Watford Junction, Milton Keynes Central, Northampton and Nuneaton will all sell a full range of products, as well as providing help with more complex transactions.
There will be a change to the hours that staff will be available as part of their roving duties covering the wider network. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties. Exact hours staff would be present at each station will be finalised following the completion of the consultation (with the exception of Customer Information Centres which will be staffed from 0600-2330).
Station opening times would not change and customers would still have access to the same station facilities they do currently.
Leighton Buzzard
Current status
This station currently has a ticket office, which is open as below.
- Monday to Friday: 06:00 - 20:00
- Saturday: 07:00 - 20:00
- Sunday: 08:00 - 18:00
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 111 | 24.5% |
| Ticket vending machine | 106 | 23.4% |
| Online | 227 | 50.2% |
| Other | 9 | 2.0% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 3 |
| Can I pay with cash? | No |
| Can I pay with card? | Yes |
Proposed changes
The ticket office windows at this station will be closed. Customers will still be able to buy tickets from the ticket machine and online – from our website and our App - and colleagues will still be available at the station to help customers at certain times. On-train staff will remain available to sell the range of products they currently provide.
Customer Information Centres at Watford Junction, Milton Keynes Central, Northampton and Nuneaton will all sell a full range of products, as well as providing help with more complex transactions.
There will be a change to the hours that staff will be available as part of their roving duties covering the wider network. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties. Exact hours staff would be present at each station will be finalised following the completion of the consultation (with the exception of Customer Information Centres which will be staffed from 0600-2330).
Station opening times would not change and customers would still have access to the same station facilities they do currently.
Lichfield City
Current status
This station currently has a ticket office, which is open as below.
- Monday to Thursday: 06:00 - 19:00
- Friday: 06:00 - 20:00
- Saturday: 07:00 - 20:00
- Sunday: 09:00 - 19:00
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 45 | 24.9% |
| Ticket vending machine | 29 | 15.8% |
| Online | 102 | 56.5% |
| Other | 5 | 2.8% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 2 |
| Can I pay with cash? | Yes |
| Can I pay with card? | Yes |
Proposed changes
The ticket office windows at this station will be closed. Customers will still be able to buy tickets from the ticket machine and online – from our website and our App - and colleagues will still be available at the station to help customers at certain times. On-train staff will remain available to sell the range of products they currently provide.
Customer Information Centres at Watford Junction, Milton Keynes Central, Northampton and Nuneaton will all sell a full range of products, as well as providing help with more complex transactions.
There will be a change to the hours that staff will be available as part of their roving duties covering the wider network. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties. Exact hours staff would be present at each station will be finalised following the completion of the consultation (with the exception of Customer Information Centres which will be staffed from 0600-2330).
Station opening times would not change and customers would still have access to the same station facilities they do currently.
Lichfield Trent Valley
Current status
This station currently has a ticket office, which is open as below.
- Monday to Friday: 06:00 - 19:00
- Saturday: 07:00 - 16:00
- Sunday: Closed
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 9 | 2.8% |
| Ticket vending machine | 10 | 3.3% |
| Online | 288 | 91.6% |
| Other | 7 | 2.4% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 2 |
| Can I pay with cash? | Yes |
| Can I pay with card? | Yes |
Proposed changes
The ticket office windows at this station will be closed. Customers will still be able to buy tickets from the ticket machine and online – from our website and our App - and colleagues will still be available at the station to help customers at certain times. On-train staff will remain available to sell the range of products they currently provide.
Customer Information Centres at Watford Junction, Milton Keynes Central, Northampton and Nuneaton will all sell a full range of products, as well as providing help with more complex transactions.
There will be a change to the hours that staff will be available as part of their roving duties covering the wider network. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties. Exact hours staff would be present at each station will be finalised following the completion of the consultation (with the exception of Customer Information Centres which will be staffed from 0600-2330).
Station opening times would not change and customers would still have access to the same station facilities they do currently.
Lidlington
Current status
This station has no ticket office and is currently unstaffed throughout the week.
Proposed changes
This station will see an enhanced staff presence. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties.
Liverpool Lime Street
This station is managed by another operator. To find out more, please visit their website .
Liverpool South Parkway
This station is managed by another operator. To find out more, please visit their website .
London Euston
This station is managed by another operator. To find out more, please visit their website .
Long Buckby
Current status
This station currently has a ticket office, which is open as below.
- Monday to Friday: 06:15 - 11:00
- Saturday to Sunday: Closed
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 0 | 0.0% |
| Ticket vending machine | 14 | 12.9% |
| Online | 92 | 83.6% |
| Other | 4 | 3.5% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 2 |
| Can I pay with cash? | No |
| Can I pay with card? | Yes |
Proposed changes
The ticket office windows at this station will be closed. Customers will still be able to buy tickets from the ticket machine and online – from our website and our App - and colleagues will still be available at the station to help customers at certain times. On-train staff will remain available to sell the range of products they currently provide.
Customer Information Centres at Watford Junction, Milton Keynes Central, Northampton and Nuneaton will all sell a full range of products, as well as providing help with more complex transactions.
There will be a change to the hours that staff will be available as part of their roving duties covering the wider network. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties. Exact hours staff would be present at each station will be finalised following the completion of the consultation (with the exception of Customer Information Centres which will be staffed from 0600-2330).
Station opening times would not change and customers would still have access to the same station facilities they do currently.
Marston Green
Current status
This station currently has a ticket office, which is open as below.
- Monday to Thursday: 06:15 - 19:00
- Friday: 06:15 - 20:00
- Saturday: 08:00 - 20:00
- Sunday: 09:00 - 14:00
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 43 | 24.4% |
| Ticket vending machine | 19 | 10.7% |
| Online | 110 | 61.9% |
| Other | 5 | 2.9% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 2 |
| Can I pay with cash? | Yes |
| Can I pay with card? | Yes |
Proposed changes
The ticket office windows at this station will be closed. Customers will still be able to buy tickets from the ticket machine and online – from our website and our App - and colleagues will still be available at the station to help customers at certain times. On-train staff will remain available to sell the range of products they currently provide.
Customer Information Centres at Watford Junction, Milton Keynes Central, Northampton and Nuneaton will all sell a full range of products, as well as providing help with more complex transactions.
There will be a change to the hours that staff will be available as part of their roving duties covering the wider network. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties. Exact hours staff would be present at each station will be finalised following the completion of the consultation (with the exception of Customer Information Centres which will be staffed from 0600-2330).
Station opening times would not change and customers would still have access to the same station facilities they do currently.
Millbrook
Current status
This station has no ticket office and is currently unstaffed throughout the week.
Proposed changes
This station will see an enhanced staff presence. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties.
Milton Keynes
Current status
This station currently has a ticket office, which is open as below. Customer service staff may also currently be available in addition to this and outside of these core hours.
- Monday to Friday: 04:45 - 22:00
- Saturday: 06:00 - 22:00
- Sunday: 06:45 - 21:30
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office |
278 |
7.6% |
| Ticket vending machine | 249 | 6.8% |
| Online | 3,074 | 84.1% |
| Other | 54 | 1.5% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 8 |
| Can I pay with cash? | Yes |
| Can I pay with card? | Yes |
Proposed changes
This station will become one of our new Customer Information Centres, meaning staff will be available throughout the week to assist with ticket purchases, as well as customer service, passenger assistance, safety and general upkeep duties.
The hours that staff will be available are as follows:
- Monday to Friday: 06:00 – 23:30
- Saturday: 06:00 – 23:30
- Sunday: 06:00 – 23:30
Customers would still have access to the same station facilities they do currently.
Northampton
Current status
This station currently has a ticket office, which is open as below. Customer service staff may also currently be available in addition to this and outside of these core hours.
- Monday to Friday: 06:00 - 21:00
- Saturday: 06:00 - 21:00
- Sunday: 06:45 - 20:00
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 146 | 14.1% |
| Ticket vending machine | 77 | 7.4% |
| Online | 807 | 77.6% |
| Other | 10 | 0.9% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 6 |
| Can I pay with cash? | Yes |
| Can I pay with card? | Yes |
Proposed changes
This station will become one of our new Customer Information Centres, meaning staff will be available throughout the week to assist with ticket purchases, as well as customer service, passenger assistance, safety and general upkeep duties.
The hours that staff will be available are as follows:
- Monday to Friday: 06:00 – 23:30
- Saturday: 06:00 – 23:30
- Sunday: 06:00 – 23:30
Customers would still have access to the same station facilities they do currently.
Nuneaton
Current status
This station currently has a ticket office, which is open as below. Customer service staff may also currently be available in addition to this and outside of these core hours.
- Monday to Friday: 06:00 - 20:00
- Saturday: 06:00 - 20:00
- Sunday: 09:00 - 21:00
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 50 | 6.2% |
| Ticket vending machine | 26 | 3.2% |
| Online | 711 | 88.1% |
| Other | 20 | 2.5% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 2 |
| Can I pay with cash? | No |
| Can I pay with card? | Yes |
Proposed changes
This station will become one of our new Customer Information Centres, meaning staff will be available throughout the week to assist with ticket purchases, as well as customer service, passenger assistance, safety and general upkeep duties.
The hours that staff will be available are as follows:
- Monday to Friday: 06:00 – 23:30
- Saturday: 06:00 – 23:30
- Sunday: 06:00 – 23:30
Customers would still have access to the same station facilities they do currently.
Park Street
Current status
This station has no ticket office and is currently unstaffed throughout the week.
Proposed changes
This station will see an enhanced staff presence. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties.
Penkridge
Current status
This station has no ticket office and is currently unstaffed throughout the week.
Proposed changes
This station will see an enhanced staff presence. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties.
Polesworth
Current status
This station has no ticket office and is currently unstaffed throughout the week.
Proposed changes
This station will see an enhanced staff presence. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties.
R-V
Ridgmont
Current status
This station has no ticket office and is currently unstaffed throughout the week.
Proposed changes
This station will see an enhanced staff presence. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties.
Rugby
This station is managed by another operator. To find out more, please visit their website .
Rugeley Town
Current status
This station has no ticket office and is currently unstaffed throughout the week.
Proposed changes
This station will see an enhanced staff presence. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties.
Rugeley Trent Valley
Current status
This station has no ticket office and is currently unstaffed throughout the week.
Proposed changes
This station will see an enhanced staff presence. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties.
Runcorn
This station is managed by another operator. To find out more, please visit their website .
Sandwell & Dudley
Current status
This station currently has a ticket office, which is open as below. Customer service staff may also currently be available in addition to this and outside of these core hours.
- Monday to Friday: 05:20 - 20:00
- Saturday: 05:20 - 19:00
- Sunday: 08:00 - 19:00
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 40 |
11.1% |
| Ticket vending machine | 33 | 9.4% |
| Online | 274 | 77.2% |
| Other | 8 | 2.3% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 1 |
| Can I pay with cash? | Yes |
| Can I pay with card? | Yes |
Proposed changes
The ticket office windows at this station will be closed. Customers will still be able to buy tickets from the ticket machine and online – from our website and our App - and colleagues will still be available at the station to help customers at certain times. On-train staff will remain available to sell the range of products they currently provide.
Customer Information Centres at Watford Junction, Milton Keynes Central, Northampton and Nuneaton will all sell a full range of products, as well as providing help with more complex transactions.
There will be a change to the hours that staff will be available as part of their roving duties covering the wider network. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties. Exact hours staff would be present at each station will be finalised following the completion of the consultation (with the exception of Customer Information Centres which will be staffed from 0600-2330).
Station opening times would not change and customers would still have access to the same station facilities they do currently.
Smethwick Galton Bridge
Current status
This station currently has a ticket office, which is open as below.
- Monday to Thursday: 06:15 - 13:00
- Friday: 06:15 - 18:00
- Saturday: 08:00 - 16:00
- Sunday: 10:00 - 13:00
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 18 | 8.0% |
| Ticket vending machine | 22 | 9.8% |
| Online | 169 | 74.8% |
| Other | 17 | 7.4% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 2 |
| Can I pay with cash? | No |
| Can I pay with card? | Yes |
Proposed changes
The ticket office windows at this station will be closed. Customers will still be able to buy tickets from the ticket machine and online – from our website and our App - and colleagues will still be available at the station to help customers at certain times. On-train staff will remain available to sell the range of products they currently provide.
Customer Information Centres at Watford Junction, Milton Keynes Central, Northampton and Nuneaton will all sell a full range of products, as well as providing help with more complex transactions.
There will be a change to the hours that staff will be available as part of their roving duties covering the wider network. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties. Exact hours staff would be present at each station will be finalised following the completion of the consultation (with the exception of Customer Information Centres which will be staffed from 0600-2330).
Station opening times would not change and customers would still have access to the same station facilities they do currently.
Smethwick Rolfe Street
Current status
This station currently has a ticket office, which is open as below.
- Monday to Friday: 07:00 - 18:00
- Saturday: 08:00 - 17:00
- Sunday: Closed
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 9 | 7.8% |
| Ticket vending machine | 9 | 7.6% |
| Online | 92 | 77.8% |
| Other | 8 | 6.9% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 1 |
| Can I pay with cash? | No |
| Can I pay with card? | Yes |
Proposed changes
The ticket office windows at this station will be closed. Customers will still be able to buy tickets from the ticket machine and online – from our website and our App - and colleagues will still be available at the station to help customers at certain times. On-train staff will remain available to sell the range of products they currently provide.
Customer Information Centres at Watford Junction, Milton Keynes Central, Northampton and Nuneaton will all sell a full range of products, as well as providing help with more complex transactions.
There will be a change to the hours that staff will be available as part of their roving duties covering the wider network. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties. Exact hours staff would be present at each station will be finalised following the completion of the consultation (with the exception of Customer Information Centres which will be staffed from 0600-2330).
Station opening times would not change and customers would still have access to the same station facilities they do currently.
St Albans Abbey
Current status
This station has no ticket office and is currently unstaffed throughout the week.
Proposed changes
This station will see an enhanced staff presence. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties.
Stafford
This station is managed by another operator. To find out more, please visit their website .
Stechford
Current status
This station currently has a ticket office, which is open as below.
- Monday to Thursday: 07:00 - 14:00
- Friday: 07:00 - 19:00
- Saturday: 08:00 - 17:00
- Sunday: 10:00 - 12:00
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 18 | 19.2% |
| Ticket vending machine | 14 | 14.4% |
| Online | 59 | 61.8% |
| Other | 5 | 4.7% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 1 |
| Can I pay with cash? | No |
| Can I pay with card? | Yes |
Proposed changes
The ticket office windows at this station will be closed. Customers will still be able to buy tickets from the ticket machine and online – from our website and our App - and colleagues will still be available at the station to help customers at certain times. On-train staff will remain available to sell the range of products they currently provide.
Customer Information Centres at Watford Junction, Milton Keynes Central, Northampton and Nuneaton will all sell a full range of products, as well as providing help with more complex transactions.
There will be a change to the hours that staff will be available as part of their roving duties covering the wider network. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties. Exact hours staff would be present at each station will be finalised following the completion of the consultation (with the exception of Customer Information Centres which will be staffed from 0600-2330).
Station opening times would not change and customers would still have access to the same station facilities they do currently.
Stewartby
Current status
This station has no ticket office and is currently unstaffed throughout the week.
Proposed changes
This station will see an enhanced staff presence. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties.
Stoke-on-Trent
This station is managed by another operator. To find out more, please visit their website .
Stone
Current status
This station has no ticket office and is currently unstaffed throughout the week.
Proposed changes
This station will see an enhanced staff presence. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties.
Tame Bridge Parkway
Current status
This station currently has a ticket office, which is open as below.
- Monday to Friday: 06:00 - 19:00
- Saturday: 07:00 - 19:00
- Sunday: 10:00 - 16:00
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 34 | 19.7% |
| Ticket vending machine | 19 | 10.8% |
| Online | 109 | 63.1% |
| Other | 11 | 6.4% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 1 |
| Can I pay with cash? | Yes |
| Can I pay with card? | Yes |
Proposed changes
The ticket office windows at this station will be closed. Customers will still be able to buy tickets from the ticket machine and online – from our website and our App - and colleagues will still be available at the station to help customers at certain times. On-train staff will remain available to sell the range of products they currently provide.
Customer Information Centres at Watford Junction, Milton Keynes Central, Northampton and Nuneaton will all sell a full range of products, as well as providing help with more complex transactions.
There will be a change to the hours that staff will be available as part of their roving duties covering the wider network. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties. Exact hours staff would be present at each station will be finalised following the completion of the consultation (with the exception of Customer Information Centres which will be staffed from 0600-2330).
Station opening times would not change and customers would still have access to the same station facilities they do currently.
Tamworth
Current status
This station currently has a ticket office, which is open as below.
- Monday to Friday: 06:10 - 20:00
- Saturday: 06:10 - 20:00
- Sunday: 09:15 - 16:45
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 33 | 5.7% |
| Ticket vending machine | 36 | 6.3% |
| Online | 492 | 85.2% |
| Other | 16 | 2.8% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 2 |
| Can I pay with cash? | No |
| Can I pay with card? | Yes |
Proposed changes
The ticket office windows at this station will be closed. Customers will still be able to buy tickets from the ticket machine and online – from our website and our App - and colleagues will still be available at the station to help customers at certain times. On-train staff will remain available to sell the range of products they currently provide.
Customer Information Centres at Watford Junction, Milton Keynes Central, Northampton and Nuneaton will all sell a full range of products, as well as providing help with more complex transactions.
There will be a change to the hours that staff will be available as part of their roving duties covering the wider network. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties. Exact hours staff would be present at each station will be finalised following the completion of the consultation (with the exception of Customer Information Centres which will be staffed from 0600-2330).
Station opening times would not change and customers would still have access to the same station facilities they do currently.
Tile Hill
Current status
This station currently has a ticket office, which is open as below.
- Monday: 06:00 - 19:00
- Tuesday to Thursday: 07:00 - 19:00
- Friday: 07:00 - 20:00
- Saturday: 08:00 - 19:00
- Sunday: 08:30 - 14:00
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 23 | 15.3% |
| Ticket vending machine | 16 | 10.5% |
| Online | 108 | 72.2% |
| Other | 3 | 2.1% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 1 |
| Can I pay with cash? | No |
| Can I pay with card? | Yes |
Proposed changes
The ticket office windows at this station will be closed. Customers will still be able to buy tickets from the ticket machine and online – from our website and our App - and colleagues will still be available at the station to help customers at certain times. On-train staff will remain available to sell the range of products they currently provide.
Customer Information Centres at Watford Junction, Milton Keynes Central, Northampton and Nuneaton will all sell a full range of products, as well as providing help with more complex transactions.
There will be a change to the hours that staff will be available as part of their roving duties covering the wider network. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties. Exact hours staff would be present at each station will be finalised following the completion of the consultation (with the exception of Customer Information Centres which will be staffed from 0600-2330).
Station opening times would not change and customers would still have access to the same station facilities they do currently.
Tipton
Current status
This station currently has a ticket office, which is open as below.
- Monday to Friday: 07:00 - 14:00
- Saturday: 08:00 - 16:00
- Sunday: 11:00 - 14:00
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 3 | 3.5% |
| Ticket vending machine | 18 | 20.8% |
| Online | 61 | 70.2% |
| Other | 5 | 5.5% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 1 |
| Can I pay with cash? | Yes |
| Can I pay with card? | Yes |
Proposed changes
The ticket office windows at this station will be closed. Customers will still be able to buy tickets from the ticket machine and online – from our website and our App - and colleagues will still be available at the station to help customers at certain times. On-train staff will remain available to sell the range of products they currently provide.
Customer Information Centres at Watford Junction, Milton Keynes Central, Northampton and Nuneaton will all sell a full range of products, as well as providing help with more complex transactions.
There will be a change to the hours that staff will be available as part of their roving duties covering the wider network. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties. Exact hours staff would be present at each station will be finalised following the completion of the consultation (with the exception of Customer Information Centres which will be staffed from 0600-2330).
Station opening times would not change and customers would still have access to the same station facilities they do currently.
Tring
Current status
This station currently has a ticket office, which is open as below.
- Monday to Friday: 06:00 - 19:00
- Saturday: 07:15 - 14:00
- Sunday: 08:00 - 15:00
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 30 | 13.0% |
| Ticket vending machine | 74 | 32.0% |
| Online | 122 | 52.6% |
| Other | 6 | 2.4% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 2 |
| Can I pay with cash? | No |
| Can I pay with card? | Yes |
Proposed changes
The ticket office windows at this station will be closed. Customers will still be able to buy tickets from the ticket machine and online – from our website and our App - and colleagues will still be available at the station to help customers at certain times. On-train staff will remain available to sell the range of products they currently provide.
Customer Information Centres at Watford Junction, Milton Keynes Central, Northampton and Nuneaton will all sell a full range of products, as well as providing help with more complex transactions.
There will be a change to the hours that staff will be available as part of their roving duties covering the wider network. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties. Exact hours staff would be present at each station will be finalised following the completion of the consultation (with the exception of Customer Information Centres which will be staffed from 0600-2330).
Station opening times would not change and customers would still have access to the same station facilities they do currently.
W-Z
Walsall
Current status
This station currently has a ticket office, which is open as below.
- Monday to Thursday: 06:00 - 19:00
- Friday: 06:00 - 20:00
- Saturday: 07:00 - 20:00
- Sunday: 09:20 - 16:45
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 71 | 25.4% |
| Ticket vending machine | 26 | 9.2% |
| Online | 158 | 56.6% |
| Other | 24 | 8.7% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 2 |
| Can I pay with cash? | Yes |
| Can I pay with card? | Yes |
Proposed changes
This station will become one of our new Customer Information Centres, meaning staff will be available throughout the week to assist with ticket purchases, as well as customer service, passenger assistance, safety and general upkeep duties.
The hours that staff will be available are as follows:
- Monday to Friday: 06:00 – 23:30
- Saturday: 06:00 – 23:30
- Sunday: 06:00 – 23:30
Customers would still have access to the same station facilities they do currently.
Watford Junction
Current status
This station currently has a ticket office, which is open as below. Customer service staff may also currently be available in addition to this and outside of these core hours.
- Monday to Friday: 05:30 - 23:00
- Saturday: 05:30 - 23:00
- Sunday: 06:30 - 22:30
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 127 | 9.0% |
| Ticket vending machine | 231 | 16.4% |
| Online | 409 | 29.0% |
| Oyster CPAY/contactless | 622 | 44.0% |
| Other | 23 | 1.6% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 6 |
| Can I pay with cash? | Yes |
| Can I pay with card? | Yes |
Proposed changes
This station will become one of our new Customer Information Centres, meaning staff will be available throughout the week to assist with ticket purchases, as well as customer service, passenger assistance, safety and general upkeep duties.
The hours that staff will be available are as follows:
- Monday to Friday: 06:00 – 23:30
- Saturday: 06:00 – 23:30
- Sunday: 06:00 – 23:30
Customers would still have access to the same station facilities they do currently.
Watford North
Current status
This station has no ticket office and is currently unstaffed throughout the week.
Proposed changes
This station will see an enhanced staff presence. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties.
Wembley Central
This station is managed by another operator. To find out more, please visit their website .
Winsford
Current status
This station currently has a ticket office, which is open as below
- Monday to Thursday: 07:00 - 12:00
- Friday to Saturday: 07:00 - 15:00
- Sunday: Closed
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 15 | 20.2% |
| Ticket vending machine | 8 | 11.4% |
| Online | 44 | 60.9% |
| Other | 5 | 7.5% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 1 |
| Can I pay with cash? | No |
| Can I pay with card? | Yes |
Proposed changes
The ticket office windows at this station will be closed. Customers will still be able to buy tickets from the ticket machine and online – from our website and our App - and colleagues will still be available at the station to help customers at certain times. On-train staff will remain available to sell the range of products they currently provide.
Customer Information Centres at Watford Junction, Milton Keynes Central, Northampton and Nuneaton will all sell a full range of products, as well as providing help with more complex transactions.
There will be a change to the hours that staff will be available as part of their roving duties covering the wider network. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties. Exact hours staff would be present at each station will be finalised following the completion of the consultation (with the exception of Customer Information Centres which will be staffed from 0600-2330).
Station opening times would not change and customers would still have access to the same station facilities they do currently.
Woburn Sands
Current status
This station has no ticket office and is currently unstaffed throughout the week.
Proposed changes
This station will see an enhanced staff presence. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties.
Wolverhampton
Current status
This station currently has a ticket office, which is open as below. Customer service staff may also currently be available in addition to this and outside of these core hours.
- Monday to Friday: 08:00 - 19:00
- Saturday: 08:00 - 18:00
- Sunday: 10:30 - 18:00
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 158 | 7.5% |
| Ticket vending machine | 226 | 10.7% |
| Online | 1,663 | 79.0% |
| Other | 59 | 2.8% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 6 |
| Can I pay with cash? | Yes |
| Can I pay with card? | Yes |
Proposed changes
This station will become one of our new Customer Information Centres, meaning staff will be available throughout the week to assist with ticket purchases, as well as customer service, passenger assistance, safety and general upkeep duties.
The hours that staff will be available are as follows:
- Monday to Friday: 06:00 – 23:30
- Saturday: 06:00 – 23:30
- Sunday: 06:00 – 23:30
Customers would still have access to the same station facilities they do currently.
Wolverton
Current status
This station currently has a ticket office, which is open as below
- Monday to Friday: 06:15 - 11:00
- Saturday to Sunday: Closed
Ticket sales by channel (2022/23)
| Channel | No. of tickets (thousands) | % of total |
| Ticket office | 0 | 0.0% |
| Ticket vending machine | 14 | 13.9% |
| Online | 83 | 82.2% |
| Other | 4 | 3.9% |
Alternative Station Retail Facilities
| Number of ticket vending machines | 1 |
| Can I pay with cash? | No |
| Can I pay with card? | Yes |
Proposed changes
The ticket office windows at this station will be closed. Customers will still be able to buy tickets from the ticket machine and online – from our website and our App - and colleagues will still be available at the station to help customers at certain times. On-train staff will remain available to sell the range of products they currently provide.
Customer Information Centres at Watford Junction, Milton Keynes Central, Northampton and Nuneaton will all sell a full range of products, as well as providing help with more complex transactions.
There will be a change to the hours that staff will be available as part of their roving duties covering the wider network. Staff from our new mobile teams will be deployed here on a flexible basis to undertake customer service, passenger assistance, safety and general upkeep duties. Exact hours staff would be present at each station will be finalised following the completion of the consultation (with the exception of Customer Information Centres which will be staffed from 0600-2330).
Station opening times would not change and customers would still have access to the same station facilities they do currently.
Frequently asked questions
Will the proposed changes to ticket offices discriminate against disabled or older customers who require support or assistance at stations?
We are committed to providing an accessible railway for all. Moving staff out from behind windows and onto concourses and platforms will enable them to provide support and assistance to passengers in a way that they currently cannot.
As our proposals develop, particular attention will be given to the needs of people, including those with disabilities, who will still require in-person help to plan their journey, select and buy tickets or obtain assistance in navigating the station or boarding and alighting trains.
What about passengers who do not want to, or can’t use digital technology to book tickets?
We recognise the need for ticket purchase ‘backstops’ for customers who are unable to use digital technology. An estimated 99% of all transactions made at ticket offices last year can be made at TVMs or online, or using contactless or PAYG where available. However, if customers don’t wish to or can’t use these channels then the following options will be available:
- Ticket office facilities will be offered at our customer information centres - large and strategically chosen stations to provide customers travelling from, to, or through those stations with the ability to fulfil certain transactions if they can’t use alternatives or upgraded ticket vending machine (TVM)/ticket sales infrastructure have not yet been delivered.
- Contact centres, which are already offered by TOCs and third-party retailers today, will allow customers to book most tickets, to be fulfilled digitally or collected from a TVM.
- Third party retailing at a physical location, such as a convenience store, either on- or off-station will be referred to as a ticket stop. These will be targeted at customers paying cash or without access to digital technology to book. Ticket stops will be a long-term solution for customers who cannot or do not want to use bank card payment or digital ticketing.
Do I still need to buy a ticket before boarding the train?
For customers who arrive at stations without a ticket, these can be purchased at a TVMs and staff will be available during advertised hours to help with their purchase.
As is the case currently, if customers are genuinely unable to purchase a ticket before travelling, they will need to make the senior conductor aware as the earliest opportunity while on the train.
How will you ensure that no staffed station will be left unstaffed as part of these proposals?
Staff deployment plans are expected to be developed to enable greater flexibility for allocating resources, to increase efficiency and effectiveness and enhance the customer experience.
Both our currently staffed and our existing unstaffed locations will see a staff presence at various points throughout the week. The deployment of the team will be business/intelligence led, inclusive of customer and conductor feedback. This station staffing approach will ensure a roving presence at stations but also allow us as a business to both plan for, and react to, significant events on the network in a far more flexible manner than is currently the case.
How will passenger assistance be managed?
Our proposed customer information centres have been specifically chosen in locations that were no more than an hour away from each other, subject to the timetable in place for that route. This will allow the mobile teams to provide assistance for passengers with reduced mobility or a hidden disability, if a booking has been made in advance.
Alternatively, as is predominantly the case now for our currently unstaffed stations, the conductor onboard the train, is also available and will be the guaranteed staff member to fulfil the requirement for support with boarding and alighting.
What will be happening at stations that you call at, but don’t manage?
Please visit the website of the relevant station operator to view proposals for ticket offices not managed by London Northwestern Railway.
How can I request a physical or alternative format of the proposal?
This information, including the station proposals, is available in the alternative formats listed under the "Alternative accessible version" section above.
London Northwestern Railway's website is also supported by Recite Me, which provides a range of accessibility and language support tools to customise your digital experience. The toolbar includes a screen reading functionality, multiple reading aids, customisable styling options (such as text size/colour, font, background colour), and an on-demand live translation feature that offers over 100 languages.
On a computer, select the ‘Accessibility Tools’ button in the top right-hand corner. On a mobile phone or tablet, select the ‘Accessibility Tools’ button in the main menu.