ScotRail Announces Ticket Office Hour Changes Starting 31 March 2025

ScotRail Adjusts Ticket Office Hours to Enhance Customer Service. This was reported by the railway transport news portal Railway Supply.

ScotRail will introduce new ticket office hours on 31 March 2025, improving service efficiency. These changes reflect evolving passenger habits and ensure better staff presence while maintaining safety.

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Why ScotRail Is Changing Ticket Office Hours?

On 31 October 2024, ScotRail proposed adjustments after reviewing ticket sales for the first time since 1991. Over recent years, online, app, and machine purchases have increased, while office transactions dropped. Ticket sales at physical offices declined by 50% in the last decade, prompting necessary changes.

Public consultations, led by the independent watchdog Transport Focus, gathered feedback from 1,500 respondents. ScotRail revised its proposals based on passenger input, ensuring customer-focused improvements. Discussions with staff and unions helped refine final plans for a balanced approach.

How ScotRail’s New Plan Benefits Customers?

As a result, six offices will extend hours, mainly on weekends, increasing frontline staff presence. Thirty-one stations will see reduced ticket office hours, with employees reassigned to other customer-supporting roles.

At 106 stations, staffing levels remain unchanged despite office hour adjustments. Employees will provide direct assistance on platforms, improving security and service. No ticket offices will close, and train schedules remain unaffected.

No jobs will be lost due to these modifications. Instead, staff will take on additional responsibilities like ticket inspections, barrier monitoring, and preventing anti-social behavior. Increased visibility will enhance safety and accessibility for all passengers.

ScotRail will update its website with new ticket office hours before 31 March 2025. Announcements, digital messages, and social media updates will ensure customers are well informed.

Phil Campbell, ScotRail’s Customer Operations Director, emphasized that these changes align services with modern passenger needs while maintaining safety.

“We listened to staff, passengers, and unions, making adjustments accordingly,” he said. “Our focus remains on growing ridership, improving service, and ensuring a secure railway.”

ScotRail continues to provide a reliable, customer-focused travel experience across its network.

Source: news.railbusinessdaily.com

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