Anger as Newcastle Central Station kiosk replaces ticket office

LNER's closure of the Newcastle Central Station ticket office has sparked significant passenger backlash.

Passengers react strongly to Newcastle Central Station kiosk replacement

Train passengers at Newcastle Central Station are frustrated as LNER replaces the dedicated ticket office with a new kiosk. This change has led to long queues, with some waiting over half an hour, making it difficult for passengers to catch their trains. The North East Public Transport Users Group has criticized the new arrangement, labeling it as deeply unsuitable. They express concern over accessibility issues, particularly for those who are deaf or do not speak English as a first language. Despite LNER's assertion that the kiosk is centrally located and convenient, many passengers feel it does not adequately meet their needs.

This change highlights broader issues in public transport accessibility and service quality. While the kiosk aims to serve more passengers, it inadvertently creates barriers for vulnerable users. With accessibility becoming a critical component of public policy, LNER's approach seems misaligned with the needs of all passengers, especially as it has received complaints about obscured views of departure boards and insufficient support for those with complex queries. This move is not just about ticket purchasing; it raises vital questions about service design in the transport sector.

Highlights

Continued scrutiny of LNER's service changes may lead to further action from passenger groups.