Government-owned Southeastern exposed as being in breach of contract, finds RMT

New analysis by the RMT union shows that Southeastern, the rail operator owned by the Department for Transport (DfT), is routinely failing to meet its obligations to keep ticket offices open during advertised hours.

Southeastern: failing across the board

Data obtained through a Freedom of Information (FOI) request shows that over an eight-month period (June 2024 to January 2025), Southeastern ticket offices were closed for around 70,000 hours when they should have been open, equivalent to approximately 2,900 days.

As a result:

• At five stations, ticket offices were open for only 1% or fewer of their advertised hours.
• 17 ticket offices in total were closed for at least 50% of their scheduled hours.
• 46 ticket offices were shut for at least a third of their advertised hours.

The union believes Southeastern’s failings are part of a deliberate attempt to reduce reliance on ticket offices, despite the unprecedented opposition to proposed closures during the 2023 consultation.

The closures by Southeastern disproportionately affect disabled and older passengers, as well as those who depend on staffed ticket offices to travel safely.

Mick Lynch, RMT general secretary, said:

Our findings show a shocking picture of Southeastern’s failure to open ticket offices as advertised which is a clear breach of their obligations.

Passengers, particularly those who are elderly, disabled, or less able to navigate unstaffed stations, are being left without the support they need and will potentially be put off from using the railway altogether.

Rail operators once again are trying to undermine essential services and erode public trust in our railways.

The government must step in now to protect ticket offices and ensure Southeastern is held to account.

A breach of contract?

Under its service contract with the DfT, Southeastern is required to adhere to its advertised ticket office hours. Specifically, the contract states that “as part of each Customer Report to be provided by the Operator… [it] shall publish details of the… level of adherence to scheduled ticket office opening hours at Stations”

Ticket office staffing is the only regulated station staffing requirement, making these failings even more serious.

Booking offices provide vital services to passengers who cannot use or access online alternatives, and these closures risk worsening accessibility and travel confidence for those who rely on face-to-face support.

RMT is calling on the government to ensure Southeastern adheres to its service contract and stops abandoning passengers by cutting back on essential services.

Featured image via the Canary