ScotRail to cut opening hours at 31 ticket offices from end of March

Changes to opening hours at 37 rail ticket offices will come into effect from the end of March, ScotRail has announced.

The changes will see reductions in opening hours at 31 ticket offices on Scotland’s rail network, while six will see their opening hours increased, mainly at weekends.

A total of 106 ticket offices will see no changes to their opening hours.

Scotland’s national rail operator said no ticket offices will close as a result of the changes, and nor would there be any job losses or redundancies.

Phil Campbell, ScotRail customer operations director, said the changes will mean a better service for today’s rail travellers.

“The changes that will be introduced from March 31 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,” he said.

“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.”

The rail operator said staff working at ticket offices where opening hours are being reduced will instead carry out other customer-supporting activities, such as ticket barrier duties and revenue protection.

It said the changes will take staff from behind ticket office windows and on to platforms, where they can provide assistance to customers and ensure platforms are safe.

But the announcement was met with opposition from the RMT union, with general secretary Mick Lynch saying the changes amount to “de-staffing by stealth”.

He said: “ScotRail insists there will be no job losses, but without ticket offices there is no guarantee of future staffing.

“This is de-staffing by stealth and a betrayal of passengers.

“These cuts will leave stations understaffed and passengers will not have all the essential support they need.

“ScotRail’s claim that this will ‘improve customer support’ is misleading.

“Slashing ticket office opening hours will make stations less safe and reduce accessibility, particularly for disabled and elderly passengers.

“We demand that the Scottish Government intervenes immediately to halt these reckless cuts before they cause lasting damage to Scotland’s rail service.”

TSSA union general secretary Maryam Eslamdoust said: “ScotRail’s announcement is disingenuous, hiding the fact that 97 ticket offices will have their hours cut, with staff relocated to other stations or redeployed across the station.

“This is terrible news for women and girls, disabled passengers and others who rely on their ticket office to help them buy the right ticket, keep them safe and help them on and off the train.

“It is a disgrace that ScotRail has chosen to press ahead with these sweeping cuts, despite the public opposition.

“Ultimately the blame for ScotRail’s actions rests with the Scottish Government. As a publicly owned railway ScotRail should be run in the public interest.”

ScotRail initially announced plans in October last year to reduce the hours at 54 ticket offices, saying data showed the vast majority of travellers now buy tickets online.

The plans were subsequently revised following a public consultation – which received more than 1,500 responses – and further consultation with affected staff and unions.

A Scottish Government spokesperson said: “We welcome that ScotRail and the unions have engaged in consultation, and that unions were listened to during the process to influence changes. This shows the importance of consultation and dialogue.

“We expect this to continue and that the changes will not impact passengers’ convenience and facilities.”