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Sadiq Khan commissions London TravelWatch to undertake review into Tube ticket office closures

Sadiq Khan commissions London TravelWatch to undertake review into Tube ticket office closures

07 September 2016 

This press release was issued by the Mayor of London - further information about the review and London TravelWatch's online survey can be found on this dedicated webpage.

  • Six-week ticket office closure review to launch on 12 September
  • Review delivers on Mayor’s manifesto pledge
  • Report to be published by the end of the year

The Mayor of London, Sadiq Khan, today announced that London TravelWatch will carry out an independent review into Transport for London’s (TfL) Tube ticket office closures programme.

The six-week review, which will begin on Monday 12 September, delivers on a key transport manifesto pledge by the Mayor to examine the impact of ticket office closures on passengers with the aim of ensuring that they can:

  • Travel safely on the Tube network
  • Purchase the right ticket easily
  • Access the information and support they need to get around London

London TravelWatch has been commissioned by the Mayor to carry out the review - it has a track record of providing independent insight and working with TfL on previous reviews, consultations and surveys.

After the review is completed a report is expected to be published before the end of the year.

Sadiq Khan, Mayor of London, said: 'As promised in my manifesto, I’m pleased that London Travel Watch will carry out an independent review into the impact of ticket office closures, looking at the concerns individuals and groups have raised.

'Millions of Londoners use stations across our transport network every day, and it’s vital that everyone feels safe and gets the right support and information they need when they travel around our city.

'With the launch of the Night Tube, and our continuing modernisation of London’s transport infrastructure, we particularly need to ensure disabled people get the right assistance when they need it, and make sure no-one feels unsafe around our more quiet stations late at night.'

London TravelWatch Chair, Stephen Locke said: 'We are delighted that the Mayor has commissioned us to carry out an independent review of London Underground’s ticket office changes. The ability to buy tickets and get easy access to information are fundamental issues for passengers. We will be taking a detailed look at how well the system is working and whether it can be improved for commuters, occasional travellers and visitors to London.

'It is vital that the changes work for everyone so we will also look at whether the system can be improved for passengers with disabilities or other specific needs.'



TfL started its process of closing ticket offices in February 2015 when South Wimbledon and Queensway Tube stations were the first to close their ticket offices.

Since then all ticket offices at Tube stations have been closed and staff have been out in ticket halls and on gate lines.

London TravelWatch is independent from the Mayor of London, and is funded by the London Assembly.

TfL will support London TravelWatch’s review by helping with business as usual activities, such as customer feedback groups.