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ScotRail Ticket Office Changes
11 March 2025
Statement
The ticket office opening hours consultation began on 12 January 2022 and closed on 15 February 2022. Being mindful of the regulatory process Transport Focus had no objection to the proposals based on the sales data submitted as part of the consultation.
ScotRail announced plans (31 October 2024) to implement the previously consulted upon changes to ticket office opening hours to deliver more visible customer support at stations, reflecting changing travel and ticket purchasing patterns. The implementation of the changes is likely to come into effect in the first half of 2025.
As over two years have elapsed since the consultation closed, we took the opportunity to review the responses received, to reiterate concerns expressed at the time, regarding ticket office opening times and wider concerns voiced by passengers. We wrote to ScotRail on 20 December 2024 and ScotRail responded on 28 January 2025.
We note the mitigations that ScotRail propose to implement as part of the changes to ticket office opening times. We will now monitor what happens when the proposals are implemented and raise any concerns identified.
We will be seeking further detail on the planned mitigations. Monitoring needs to be more than identifying and responding to concerns raised. It requires active testing how the arrangements work in practise (generally but also specifically for disabled passengers with different accessibility needs) and if it may be deterring anyone from using the railway who previously relied upon the ticket office being open for longer.