Transport Focus response to ScotRail ticket office changes

31 October 2024

Responding to ScotRail ticket office changes, Robert Samson, senior engagement manager at Transport Focus said:

“More than 1500 people got in touch with Transport Focus to share their views on ScotRail’s proposals. Overall, they reinforced evidence from our existing passenger research, that people value a visible staff presence at stations. Transport Focus’s discussions with ScotRail based on the consultation response led to amendments and revisions to original proposals, which we welcome.

“Transport Focus will now be seeking further reassurances from ScotRail on the issues raised by passengers, including the principle of redeploying staff at some stations from ticket offices to improve the overall offer to the passenger on how this will be achieved.

“Passengers must be confident they can get help when needed and buy the right ticket in time for the right train. We will also be examining further the implication for passengers who require assistance at a station to travel and support available when buying a ticket and the ease of requesting assistance.

Transport Focus submission to the consultation.

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