Dismay has spread among the community over the proposed reduction in opening hours for Pitlochry station’s ticket office, as part of a shift towards digital ticket sales by Scotrail. The ticket office will close earlier on weekdays and weekends, resulting in a roughly 10-hour cut in weekly operating times. This decision has been met with disappointment from Highland Perthshire councillors and the Highland Main Line Community Rail Partnership, who have voiced concerns about the impact on customers.
Scotrail is planning to reduce ticket office hours at 54 stations across Scotland while maintaining current hours at 77 other staffed stations. The railway operator highlighted a significant increase in online ticket purchases over the past decade, leading to a 50% decrease in ticket office sales. Currently, Pitlochry station’s ticket office is open from 8.05 am to 6.30 pm on weekdays and 10.40 am to 6.20 pm on Sundays. Under the new proposal, the office will close an hour and a half earlier on weekdays and an hour and twenty minutes earlier on Sundays.
Conservative councillor John Duff expressed disappointment at the reduction in services, emphasizing the importance of ticket office staff beyond just ticket sales. He noted the potential impact on passengers, especially those with disabilities, who rely on assistance during train journeys. SNP councillor Mike Williamson echoed the sentiment, stressing the significance of a well-staffed and accessible ticket office in a tourist destination like Pitlochry.
Kate Howie, convener of the Pitlochry Station Liaison Group, described the decision as deeply disappointing, particularly considering the town’s status as a tourist hub. She highlighted the essential role the ticket office plays in providing customer support, especially with the introduction of weekday services from London. Scotrail assured customers of ample notice before implementing the changes in 2025.
ScotRail’s customer operations director, Phil Campbell, cited feedback from a consultation by Transport Focus, indicating a shift in customer preferences towards digital ticketing. He emphasised the need to adapt their services to better align with modern ticket-buying habits and enhance safety and customer support. Currently, only 16% of ticket sales are made through ticket offices nationally, with the majority coming from a small number of stations.
In conclusion, the proposal to cut ticket office hours at Pitlochry station has sparked concern and disappointment among local councillors and community members. The move towards digital ticket sales is seen as a reflection of changing customer preferences, but stakeholders highlight the broader role of ticket office staff in providing essential support to passengers. Balancing digital convenience with traditional customer service remains a key challenge for Scotrail as it navigates the evolving landscape of rail travel.