TfL Holds Right to Close Elizabeth Line Ticket Offices, Sparking Accessibility Concerns

Transport for London has confirmed it holds the contractual right to close more than half of the ticket offices along the new Elizabeth line, raising concerns that such a move could disproportionately affect disabled passengers.

Worries about potential closures first emerged last September when the RMT released portions of a contract between TfL and the private sector operator GTS, which runs the line.

Documents obtained by Disability News Service now show that the concerns of disabled activists and advocates were well-founded. The revelations follow a nationwide public consultation in 2023, which saw nearly 750,000 objections to proposed ticket office closures, 99% of which opposed them.

While TfL has insisted it has “no plans to close ticket offices,” the newly published contract confirms that the option to do so exists.

Inclusion London has previously warned that removing Elizabeth line ticket offices would restrict access for passengers already facing significant barriers, a concern reiterated this week.

The Elizabeth line stretches from Reading and Heathrow in the west, through central London, to Abbey Wood and Shenfield in the east.

The unredacted GTS contract reveals that TfL and GTS have agreed to a “Ticket Retailing Modernisation Programme” later this year. This could lead to the repurposing of 24 ticket offices into retail spaces at all “Operator Leased Stations,” including smaller “devolved” stations on the eastern section—such as Abbey Wood, Brentwood, Ilford, and Manor Park—and leased stations in the west, including Acton, Ealing Broadway, Hayes and Harlington, Southall, and Stratford.

If implemented, the programme could see the first closures by 18 December this year, with all 24 offices potentially gone by 20 August 2027.

Any closures would require a statutory public consultation and an assessment under the Equality Act to ensure compliance with public sector equality duties and to address potential direct or indirect discrimination.

The contract even specifies that decommissioned ticket office windows would be covered with vinyl designs approved by TfL.

Laura Vicinanza, senior policy and stakeholder engagement manager at Inclusion London, said staff assistance is critical for many passengers, particularly those needing step-free access or a sighted guide. She warned that closing ticket offices would make it harder for disabled passengers to travel safely and independently.

Emma Vogelmann, co-chief executive at Transport for All, added: “Ticket offices remain essential for people who cannot use machines, need help planning journeys, or encounter problems. Removing them undermines safety and inclusivity. Decisions like this should never happen behind closed doors.”

A TfL spokesperson said the option to modernise ticket offices is included in long-term contracts to explore how services might evolve with technological developments. They reiterated: “There are no plans to close ticket offices.”