Scotrail announces cuts to ticket office opening hours
The company says there's been a 50% drop in sales at counters
Scotrail is to close three ticket offices across Glasgow and the west as it announces a major overhaul of customer services at smaller stations across Scotland, with reduced opening hours which critics claim could undermine station safety.
The ticket counters at Clydebank, Cartsdyke and Woodhall are slated for closure in the proposal to reduce opening hours up to 120 stations where Scotrail says there’s been a huge fall in demand for in-person ticket sales.
Phil Campbell, head of customer operations at the rail firm, said: "There has been no real review of our ticket office opening hours for 30 years, and it is important we keep up with the changing habits of customers who no longer rely on purchasing tickets in that way."
He added: "With more than a 50% drop in the use of ticket offices, heightened by the pandemic, we want to do everything we can to make sure everyone has a hassle-free journey."
READ MORE: Scotrail cuts services to cope with Covid staff shortages
No job losses promise
The company is stressing there will be no job losses, and when no selling tickets staff will be redeployed in other roles, with passengers set to notice an increase in ticket inspections on board trains.
ScotRail said the proposed changes would achieve a number of aims, including less fare fraud and ticketless travel, generate and protect more revenue, reduce antisocial behaviour, and decrease carbon emissions by about 102 tonnes each year from less heating and lighting.
Passenger safety fears
The proposals were announced on Tuesday and within hours came under fire.
Scottish Labour transport spokesman Neil Bibby said that "ScotRail passengers are being left with a second-rate service".
"Routes are being slashed, fares are being hiked and now ticket desks are being shut," the MSP said.
"Whatever ScotRail might say, these cuts will hit passengers, threaten jobs and undermine station safety."
Scotrail is pointing out its stations are covered by one of the biggest networks of CCTV in Scotland, and passengers already have access to Help Points where they can contact a member of staff.
Transport Focus will be conducting the public consultation from Wednesday on behalf of the rail operator and Robert Samson, stakeholder manager at the watchdog, said: "It's important for people to have their say and we urge people to look at ScotRail's proposals and provide us with comments.
"We will be considering comments from passengers on the changes to inform our response."
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