It was always an argument against ticket office opening hours being reduced, that it would result in inadequate staffing and problems with relevant real-time information.
The recent TravelWatch survey shows that there is a large degree of confusion in response to these cuts, which could significantly disrupt passenger journeys.
Although reducing opening times provides a good opportunity to cut costs, the consequences in terms of passenger information must be seriously considered.
Customer service must be improved in order to meet London Underground’s aspirations and to provide a balance between savings and adequate levels of service.
