ScotRail will introduce changes to some ticket office opening hours from 31 March 2025 to deliver more visible customer support at stations.
On 31 October 2024, ScotRail published proposed changes to ticket office opening hours based on an assessment - the first of its kind since 1991 - which showed a dramatic increase in the number of tickets bought on the ScotRail website, app, or at ticket machines, with a significant decrease in customers buying at ticket offices. In the past 10 years alone, there has been a 50 per cent drop in ticket office sales.
A public consultation on proposals was previously held by the independent passenger watchdog, Transport Focus, which received feedback from more than 1,500 people across Scotland. Following consultation, further changes were made to the proposals by ScotRail, based on feedback and recommendations from Transport Focus.
Following the announcement on 31 October 2024, over the past few months, there has been extensive consultation with affected ScotRail staff and trade unions. As a result, the following changes will be introduced on 31 March 2025:
Six ticket offices (previously 12) will have increased opening hours, mainly at weekends, and staff hours will increase. The increased hours at the remaining six stations will now be carried out by protection revenue duties to ensure customers benefit from the increased frontline presence.
31 ticket offices (previously 54) will see a reduction in opening hours, with staff working elsewhere on the network for the remainder of their shift. Staff will continue to book on/off at their home station.
At 106 ticket offices (previously 77), there will be no change to staffing hours. While there may be a change to ticket office opening hours at many of these stations, staff hours will remain the same and staff will continue to be physically present at the station supporting customers. This means the station will still be staffed for the same hours as it is today, but instead of being behind the ticket window, the staff member will carry out face-to-face duties on the platform, including assisting any customers who require it and ensuring the platforms are safe.
The updated detail of the changes can be viewed here – ticket office opening hours.
The changes to ticket office opening hours do not affect trains stopping at the station as set out in ScotRail’s timetable and no ticket offices will close.
The benefits of the changes include:
There will be no job losses or redundancies as a result of these proposals.
Where ticket offices see reduced hours, staff will carry out other customer supporting duties within their existing job description, such as ticket barrier duties and revenue protection.
Customers will benefit from increased staff visibility, helping with ticket selling/inspection and tackling anti-social behaviour.
Information on ticket office opening hours will be updated on ScotRail’s website by 31 March 2025 and there will also be station announcements and messages on passenger information displays in impacted stations. There will be regular social media messaging and an email update issued to ScotRail customers to notify them of the changes.
Phil Campbell, ScotRail Customer Operations Director, said:
“The changes that will be introduced from 31 March will provide a service that is better suited for the ticket-buying habits of our customers today, rather than 30 years ago, and will create an environment that improves safety and customer support.
“We have listened to colleagues, customers, and the trade unions throughout this process and have made changes to the proposals based on that feedback. We will now redouble our efforts to grow passenger numbers and revenue as we deliver a safe, reliable, and green railway.”
