By Anthony Smith, Chair
Just over 25 years ago, Britain sold its first train ticket online. Fast forward to today, and passengers enjoy more choice than ever, from mobile apps and websites to contactless payments. Independent rail retailers have been central to this transformation, using technology to make train travel easier, more affordable, and more accessible – but now’s not the time to stand still.
Recent figures from the Department for Transport show that rail travel is getting back on track. The number of people arriving at major cities by train has surpassed pre-pandemic levels, reaching the highest point since records began in 2010. More people are choosing rail as their preferred way to travel which is why now is the time to get ticketing right, making journeys simpler, smarter, and more passenger friendly.
We know that if we want to make journeys better for customers, we must get fares and ticketing right and the key is innovation. For years, third-party retailers (TPRs) have led the way: from split-ticketing and barcodes to inclusive, accessible apps; and there’s so much more they can do. Independent retailers aren’t just selling tickets – they’re passenger champions. They’re building smarter apps, powerful data tools, and modern tech infrastructure to make train travel the obvious choice. And by doing so, they help reduce costs for government, delivering better value for taxpayers and getting more people to choose trains over cars. What’s not to like?
With the rail reform response still pending, our members remain hopeful that change will put passengers first. If we harness innovation to deliver fairer, more transparent fares, we can rebuild trust and grow the railway. Our members stand ready to innovate, create practical solutions like automatic compensation, pay-as-you-go ticketing, and digital season tickets with no new legislation or extra funding required. Passengers want quick compensation, simple travel options, and fair prices – and independent rail retailers are ready to deliver.
So, what’s holding them back?
With just a few targeted policy changes, our members can work with government to make rail retail simpler, smarter, and more efficient; they already have the tools, technology, and insight to increase revenue and reduce costs. It’s time for the industry to work together to create a modern, sustainable, and passenger-first rail network and it all starts with ticketing.
Let’s be ambitious. Let’s shift people from cars to trains, fill empty seats, and grow the network for the future.
