The response highlighted the reliance that many brain injury survivors have on public transport, and the huge difficulties many would face without the support of ticket office staff at train stations.
Headway strongly suggested that train operators should reconsider their proposals to close ticket offices and reflect on the needs of brain injury survivors and other disabled people in accessing train travel.
Sarah Russell, Senior Policy and Public Affairs Manager at Headway said: “The presence of staff at rail stations is vital to ensure that they are accessible to all.
“Many brain injury survivors would find train travel very difficult or impossible if ticket offices were to close. We would undoubtedly see a rise in social isolation amongst brain injury survivors if these closures went ahead.”
Headway’s consultation response was informed by a survey asking brain injury survivors and their families and carers how the planned closure of ticket offices would affect them.
Over 78% of brain injury survivors said they either could not or would not be sure how to purchase a ticket for travel if ticket offices were to close.
Some comments received from the survey included:
“I would be unable to travel if these ticket offices closed!”
“I get confused and my injury makes it difficult for me to follow instructions.”
“It will isolate me, reduce opportunities for me, and limit my quality of life, plus make transport generally more expensive. It would have a negative impact on the quality of life for me and many others.”
“I would suffer from intense anxiety about buying the right ticket and working the ticket machine.”
“I know many others who need the support of the ticket office workers, if nothing else but to help with reservations, actual purchases, explaining the many restrictions on each ticket, and arranging assistance too.”
“It will make stations less safe for vulnerable people.”
Headway response highlights:
· The effects of brain injury can last a lifetime, are immensely varied and are not always visible.
· For brain injury survivors, buying train tickets online or through a ticket machine can be extremely daunting and for some people, impossible.
· Issues relating to executive dysfunction, mobility, visual impairment, and anxiety all contribute to difficulties when using ticket machines on platforms or booking online, or explaining why they don’t have a ticket when boarding a train (if unable to purchase before travel).
· Talking to a member of staff in a ticket office is essential for many brain injury survivors to explain the journey they want to make and to receive support to understand the best way to go about it. It is not possible to get this support from a ticket machine.
· Many brain injury survivors cannot drive and rely on trains to be able to get around – for both essential and social journeys. The complex and inter-related needs of brain injury mean that access to a staffed ticket office is a necessity for many survivors to be able to travel by train.
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