ScotRail to Reduce Ticket Office Hours at Renfrewshire Stations
ScotRail has announced plans to reduce ticket office opening hours at 54 stations in Scotland, including popular stations in Renfrewshire such as Paisley Gilmour Street, Johnstone, Barrhead, and Neilston. The decision follows a consultation by an independent passenger watchdog, as more passengers opt to purchase tickets through the ScotRail website, app, or ticket machines. While the changes will not affect train schedules or result in the closure of ticket offices, significant notice will be given to customers before the adjustments are implemented in 2025.
Phil Campbell, ScotRail’s customer operations director, stated that the proposals were updated based on feedback received during the extensive consultation conducted by Transport Focus. The reduced hours aim to align with the changing ticket-buying habits of customers and the increasing trend of online ticket purchases. In response to the shift in consumer behaviour, ScotRail plans to maintain staff visibility by offering additional support with ticket sales and inspections, as well as addressing issues related to anti-social behaviour.
At stations like Paisley Gilmour Street, Barrhead, Johnstone, and Neilston, the revised ticket office hours will accommodate the evolving demand. While ticket office sales have decreased by 10% over the past decade, the majority of ticket purchases (90%) now originate from just 20 stations. ScotRail emphasises that there will be no job losses or redundancies as a result of the changes, and staff at stations with reduced hours will be reassigned to other customer support roles.
In addition to enhancing safety and customer support, the modifications to ticket office hours will be complemented by increased assistance through platform Help Points and improved guidance on purchasing tickets. The changes are expected to optimise services to better suit current customer needs and preferences.
In conclusion, the adjustment of ticket office opening hours by ScotRail reflects the evolving landscape of ticket purchases in the digital age. The prioritisation of customer convenience and safety underpins these changes, with a focus on aligning services with modern consumer behaviours and preferences.