TICKET staff are not normally the most militant of railway workers.

So it is a surprise that they are taking industrial action today - and a sign that those union members involved must feel they have a valid complaint. They belong to the white-collar Transport Salaried Staffs' Association, which is not known for taking such action. They are working to rule because of GNER's plans to restructure their positions.

The union fears the train firm plans to cut the number of ticket office workers at York and other stations. They have not gone on strike, because, they say, they want to avoid causing too many difficulties for travellers. But they are refusing to do paperwork or deal with problems concerning Fastticket machines.

Ticket staff believe their jobs are under threat. GNER responds that times are changing, and with more people booking online or using ticket machines, fewer staff may be needed. We hope the proposed changes will not see customers faced with longer queues, struggling to use ticket machines - as has happened on the ftr buses in York - or left confused by online booking. Nothing replaces having a helpful human to deal with your inquiry.

So in this case, we feel the union may have a point. And with GNER suffering financial difficulties, it cannot afford to lose customers to other forms of transport, which is what usually happens after spells of disruptive industrial action.

GNER insists that the action is premature and "wholly unnecessary" , while the union says it will consider stepping up action next week, if its concerns are not resolved. Whatever happens, we cannot help but feel that the poor old paying customer will suffer - once again. The sooner this business is resolved, the better.