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<p>The Plan for Rail sets out the industry’s ambition to move staff from behind the
ticket office screens to help passengers wherever they are at the station and so to
provide a better service. Moving staff from ticket offices to more visible and accessible
roles around stations can help passengers more, which is crucial for those who need
additional support. The industry recognises station staff are beneficial for passengers’
safety, and no currently staffed stations will become unstaffed as a result of this
reform.</p><p> </p><p>Ministers have been engaging closely with the rail industry
as it develops staffing and retailing reforms and have been working with the Disabled
Persons Transport Advisory Committee (DPTAC) and other passenger advocacy groups to
ensure any impact on passengers is considered. Train and station operators are required
by their operating licences to establish and comply with an Accessible Travel Policy
(ATP) which must be approved by the Office of Rail and Road, the independent regulator.
An ATP sets out, among other things, the arrangements and assistance that an operator
will provide to protect the interests of disabled people using its services and to
facilitate such use.</p><p><strong> </strong></p>
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