ScotRail to cut opening hours at dozens of ticket offices

ScotRail is to reduce opening hours at more than 50 ticket offices as more travellers buy online.

The rail operator said no jobs will be lost and no ticket offices will close as a result of the change, which will be implemented next year.

It said the move will “deliver more visible customer support at stations, reflecting changing travel and ticket purchasing patterns”, after data published in 2021 showed there had been a “dramatic increase” in online ticket purchases.

While reducing the hours at 54 offices, the hours at 12 others will increase, and ScotRail said the decision comes following a consultation by the independent passenger watchdog Transport Focus.

There will be no change to the ticket office opening hours at the remaining 77 staffed stations.

ScotRail said in the past decade, there has been a 50% drop in ticket office sales.

It said current data shows 16% of sales are at ticket offices, with 90% of those sales at just 20 stations.

A fifth of sales take place at ticket vending machines at stations, while 43% of tickets are bought online – either on the website or the app.

ScotRail said where ticket offices see reduced hours, staff will carry out other customer-supporting roles within their existing job description, such as ticket barrier duties and revenue protection.

It said customers will benefit from increased staff visibility, helping with ticket selling/inspection and tackling anti-social behaviour, as well as “increased support” from platform help points, with advice available on buying tickets.

The train operator also said it will provide significant notice to customers before the changes to ticket office opening hours take place.

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.”