ScotRail has announced that it will implement changes to some ticket office opening hours to deliver more visible customer support at stations, reflecting changing travel and ticket purchasing patterns.
The change to ticket office opening hours does not affect trains stopping at the station as set out in ScotRail’s timetable and no ticket offices will close.
In 2021, the train operator published 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.
Today:
16 per cent of sales are via ticket offices. 90 per cent of those sales are from just 20 stations.
20 per cent of sales are via ticket vending machines (TVMs) at stations.
43 per cent of tickets are online, through the website or the app.
The following chart shows the dramatic change in how customers buy their tickets over the past 10 years:
Following a consultation by the independent passenger watchdog Transport Focus, ScotRail will introduce the following:
12 ticket offices will see opening hours increase.
54 ticket offices will see opening hours reduce.
There will be no change to the opening hours at the remaining 77 staffed stations.
The detail of the changes can be found on here. 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.
Customers will receive improved support through platform Help Points, with advice available on buying tickets.
The train operator will provide significant notice to customers before the changes to ticket office opening hours takes place, expected in 2025.
Phil Campbell, ScotRail Customer Operations Director, said:
“The independent passenger watchdog Transport Focus carried out an extensive consultation on these proposals, which received feedback from thousands of people across Scotland. We have listened to our customers and updated our proposals based on that feedback.
“These changes will provide a service that is better suited for today and the ticket-buying habits of our customers, as well as create an environment that improves safety and customer support."
View Proposals HERE