Policy Consultations by Transport for London: ticket office closure

Kew Gardens Underground Station Ticket Office Closure

Update 05/12/2017

The closure of Kew Gardens ticket office finally took place on 1 December. Transport for London wrote as follows:

“Over the past two years we have carried out a huge programme of investment in our Tube stations and made improvements to how we deliver customer service.  By moving staff out from back rooms and into ticket halls, customers across the Tube network are now benefiting from more visible and available staff.

As a result of a consultation conducted by London TravelWatch early last year, we agreed to keep ticket offices open at eleven ex-Silverlink Tube stations, including Kew Gardens, until new ticket machines were installed.  New ticket machines were installed earlier this year at Kew Gardens and allow customers to carry out a much greater range of ticketing transactions:

  • Buying Oyster Cards or replacing an Oyster card that has stopped working
  • Resolving incomplete pay-as-you-go journeys
  • Giving refunds up to £10
  • Adding a monthly season ticket to your Oyster card without the need to register it
  • Adding a Railcard discount to your Oyster card

Now the ticket machines are in place we will close the ticket office permanently at the end of business on Friday, 1 December 2017.  From Saturday, 2 December, staff will be on hand on to assist customers with using these machines.

Staff are rostered at all stations, covering all hours that a station operates. Following a review of staffing levels, we are also well underway with the process of deploying an additional 325 new staff across the Underground”.

We hope the new arrangements will work for the many users of our station and for staff despite our misgivings set out in our response to the consultation in January 2016 (below).

Changes to London Transport routes: Elizabeth Line

Update 20/07/2017

Transport for London have opened a consultation on changes to bus routes in anticipation of the opening of the new Elizabeth line from 2018. The changes include shortening the 391 bus route so that it finishes at Hammersmith rather than Sands End, Fulham and reduced frequency of service. Have your say by 17th September here: https://consultations.tfl.gov.uk/buses/elizabeth-line/

As one of our member’s has pointed out, Kew would benefit from a modification of the bus route to connect with Acton Main line, our nearest Elizabeth Line station; a point you might want to make yourself.

Kew Gardens Underground Station Ticket Office Closure Consultation

Update 21/06/2017

The closure of Kew Gardens ticket office, as well as Gunnersbury ticket office, has now been confirmed for 5th July 2017.

Get a new Oyster card
Add a 7 Day or Monthly season ticket to your Oyster card
See your journey history
Buy/collect National Rail tickets and 7 Day/Monthly Travelcards
Add a discount to your Oyster card (with staff assistance)

Kew Gardens Underground Station Ticket Office Closure Consultation

Update 07/03/2016

London Travel Watch have now updated their website with more detail here: http://www.londontravelwatch.org.uk/documents/get_lob?id=4150&field=file. It confirms the closure of the Kew Gardens ticket office once new ticket machines are in place, expected to be in December 2016.

Kew Gardens Underground Station Ticket Office Closure Consultation

Update 06/03/2016

We contacted London Travel Watch to clarify their news item saying 3 of the busiest station ticket offices would not be closing in April pending a review of the ticket sales at these locations. See their website news item here: http://www.londontravelwatch.org.uk/news/view?id=582&x[0]=news/list

Unfortunately Kew Gardens is not one of those stations which are selected on a benchmark measure of 12 ticket transactions per hour. The 3 are Wembley, Harrow and Wealdstone and Queen’s Park.

London Travel Watch are however concerned about Kew Gardens and Gunnersbury stations because of the number of visitors and have asked TfL for their proposals on what they can do to mitigate problems. More information will be on their website in the next few days.

In addition to monitoring complaints from rail and tube users, we have suggested London Travel Watch keep in touch with the Royal Botanic Gardens and the National Archives for any information they have on their visitor experience related to ease of travel.

Kew Gardens Underground Station Ticket Office Closure Consultation

Update 20/01/2016

We have now submitted our comments after discussion with both the Royal Botanic Gardens and the National Archives whose many visitors use the station and are given advice by the ticket office staff on their travel options. You can see our letter here.

Kew Gardens ticket office letter .

Whilst platform staff do help visitors they are unlikely to have the detailed knowledge of the ticket office staff and they also change quite frequently.Nor are ticket machines a substitute for the kind of questions visitors will have.

Numbers of objectors may count so please respond yourselves, by Wednesday 27th January using the postal address or email below.

The Richmond and Twickenham Times headlined comments from the Kew Society.

Kew Gardens Underground Station Ticket Office Closure Consultation

Update 13/01/2016

Members are alerted to a consultation on the proposal to close Kew Gardens Underground Station ticket office.

The consultation closes on January 27th 2016.

If you wish to comment on these proposals please either write to:

London Travel Watch

169 Union Street

London

SE1 0LL

or email : enquiries@londontravelwatch.org.uk and put “London Underground ticket office changes” in the subject line.

For more details please follow this link to the London Travel Watch website

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EVENTS

Event Information:

  • Wed
    17
    Jan
    2018
    5:30 pmRoyal Botanic Gardens, Kew

    We are delighted that Kew Society members have been offered a rare opportunity to visit the Economic Botany Collection at the Royal Botanic Gardens, Kew. This is the oldest and perhaps the most fascinating of Kew's science collections.

    The tour is lead by Mark Nesbitt, who is senior Ethobotanist and Curator at RGB Kew and he will delve into Kew's history and current science research via a unique collections of rubber, lacebark, Chinese medicines and other useful plants.

    Members should be aware that the temperature is cool (17C / 63F) and the tour involves walking (including poorly lit paths) but no steps.

    The tour is very generously free, and there are 15 places available offered on a first-come-first-serve basis. Please email events@kewsociety.org to secure your place on the tour and to find out where to meet.

    We are exceedingly grateful to Mark Nesbitt for making this most generous offer to our members.

    Click here for Mark's own page detailing his research