The former boss of South Western Railway (SWR), which runs trains through the borough, has raised serious doubts over plans to close station ticket offices.

Stewart Palmer, who was managing director of SWR, said the controversial plan for mass closures unveiled today – Wednesday – is 'putting the cart before the horse'.

He warned that, currently, ticket prices and routes are so 'mind bogglingly complicated' that people are not confident buying tickets online or via smartphone apps.

As a result, many people, particularly the elderly and those the disabilities, require ticket offices and expert staff to help them to find the best value option.

Mr Palmer insisted that the rail industry should deliver a simple ticketing and pricing system before station offices are closed.

Many people, particularly the elderly and those the disabilities, require ticket offices and expert staff to help them to find the best value option. Credit: SWR.

The rail industry is under pressure from the Government to save money amid the drop in revenue caused by the coronavirus pandemic.

Train companies across England, who are part of the Rail Delivery Group (RDG), will launch passenger consultations on the ticket office closures.

Mr Palmer is now director of Rail Future, which represents passengers and campaigns for better rail services.

"One of the root causes of this issue is that the present ticketing system on the rail network in Britain is mind-bogglingly complicated," he told the BBC's Today programme.

"People want versatile, knowledgeable staff, not necessarily behind a glass screen, but they also want to be knowing they're buying the right product at the right price."

Mr Palmer, who has 38 years experience on the railways, said whatever the outcome of the consultation it was important that a commitment to customer service was 'hardwired' into rail operators' contracts for years to come and that this was 'policed and enforced'.

The closure plan has sparked fury from trade unions and disability groups, with concerns also raised by public transport organisations.

There are fears the move could lead to job losses and put some vulnerable passengers off using trains.

Vivienne Francis, chief social change officer at the Royal National Institute of Blind People (RNIB), said: "A mass closure of rail ticket offices would have a hugely detrimental impact on blind and partially sighted people's ability to buy tickets, arrange assistance and, critically, travel independently.

"RNIB research shows that only 3% of people with sight loss said they could use a ticket vending machine without problems and 58% said it was impossible."

RDG chief executive Jacqueline Starr said: "The ways our customers buy tickets has changed and it's time for the railway to change with them.

"With just 12% of tickets being sold from ticket offices last year, and 99% of those transactions being available on TVMs (ticket vending machines) or online, our proposals would mean more staff on hand to give face-to-face help with a much wider range of support, from journey planning, to finding the right ticket and helping those with accessibility needs.

"Our commitment is that we will always treat our staff, who are hugely valued and integral to the experience our customers have on the railway, fairly, with support and extra training to move into new more engaging roles.

"We also understand that our customers have differing needs, which is why the industry widely sought the views of accessibility and passenger groups when creating these proposals, and will continue to through the consultation.

"We encourage those who wish to take part to go to their local train company website or visit Transport Focus or London TravelWatch."