Station kiosk 'inferior' to closed ticket office

The kiosk at Newcastle Central Station is easy to find, chiefs say

Train passengers have complained about long queues after the ticket office at Newcastle's Central Station was replaced by a kiosk.

LNER recently moved services to a desk in front of the departure boards on the concourse.

It said the switch meant passengers could find help more easily.

North East Public Transport Users' Group (Neptug) branded the arrangement "inferior" to the previous set up and some people were finding it difficult hearing staff behind a screen.

The group claimed the kiosk, which also serves as an information point, was experiencing queues of more than half an hour, which had led some people to miss their trains.

It also aired "serious equality" concerns for those with hearing impairments and people whose first language is not English, due to difficulties trying to hear staff above station announcements.

'Heart of the station'

Dr Alistair Ford, chair of Neptug's Newcastle branch, told the Local Democracy Reporting Service the system "isn't fit for purpose".

"Whilst only around 10% of rail passengers buy their tickets at a ticket office, these passengers are often those with additional needs, complex queries, or visitors to the UK," he said.

"LNER's new provision falls well short of ensuring those passengers' needs are met and is far inferior to the previous office on the station."

The group has also received complaints the kiosk can block some passengers' view of the departure boards, making it harder to see important information.

An LNER spokesperson said the ticket office had been "relocated to the heart of Newcastle station to make it easier to find and available to as many customers as possible".

They added: "We also have LNER colleagues situated throughout the station, including an increased presence on the main concourse to assist with customer queries, provide advice about journeys, or sell tickets from handheld devices.

"In addition, customers can purchase tickets from the ticket vending machines, with support available if required."