I couldn't find a thread for this, so I thought I'd start one.
ScotRail have announced that they are proposing to reduce the operating hours of 120 booking offices - no cuts to staff, but re-deployment into amongst other things, "mobile teams". One could perhaps argue this is reminiscent of the London Overground / Underground booking office closures - albeit, in a different way.
There's a claim that this will save on CO2 emissions (between 75 and 102 tonnes) - however no data appears to have been supplied to back this claim (perhaps someone would like to ask, Abellio ScotRail must consider a request under the Environmental Information (Scotland) Regulations).
I don't propose to copy the list across, but the bulk of the reductions are a couple of hours here and there - with three complete closures (Cartsdyke, Clydebank, and Woodhall) being proposed.
The ticketing data is from 2019, so is pre-Covid; it's perhaps worth noting, of course, that there is a reasonable number of ticketing products which aren't available from any of the self-service options - which might put more pressure on conductors / ticket examiners, and lead to more revenue blocks in odd locations.
I can't say I'm surprised to see this one, especially given the leading questions used in a customer panel survey last year surrounding ticket purchasing options - but there we go. What are people's thoughts?
The consultation is now available on the Transport Focus website, closing on 2nd February.
ScotRail have announced that they are proposing to reduce the operating hours of 120 booking offices - no cuts to staff, but re-deployment into amongst other things, "mobile teams". One could perhaps argue this is reminiscent of the London Overground / Underground booking office closures - albeit, in a different way.
There's a claim that this will save on CO2 emissions (between 75 and 102 tonnes) - however no data appears to have been supplied to back this claim (perhaps someone would like to ask, Abellio ScotRail must consider a request under the Environmental Information (Scotland) Regulations).
I don't propose to copy the list across, but the bulk of the reductions are a couple of hours here and there - with three complete closures (Cartsdyke, Clydebank, and Woodhall) being proposed.
The ticketing data is from 2019, so is pre-Covid; it's perhaps worth noting, of course, that there is a reasonable number of ticketing products which aren't available from any of the self-service options - which might put more pressure on conductors / ticket examiners, and lead to more revenue blocks in odd locations.
I can't say I'm surprised to see this one, especially given the leading questions used in a customer panel survey last year surrounding ticket purchasing options - but there we go. What are people's thoughts?
The consultation is now available on the Transport Focus website, closing on 2nd February.
ScotRail review to deliver better experience for customers across the country
Last updated:
Tuesday, 11 January 2022
ScotRail is proposing changes to ticket office opening hours at stations throughout the country – aimed at delivering a better level of service for customers.
No members of staff would lose their job in this review of all customer-facing functions, and it will deliver improvements for people travelling, and better meet the needs of rail users.
ScotRail is undertaking the wide-ranging review of customer operations, such as ticket office opening hours, as it looks to transform the railway following the impact of the pandemic.
While some aspects of the travelling patterns of customers will return, others will never be the same, and the review will ensure the best possible service is provided to those using ScotRail services and stations.
From the proposed changes, we believe that we will:
The review does not mean job losses, or a reduction in services:
- See less fare fraud and ticketless travel.
- Generate and protect more revenue.
- Reduce antisocial behaviour.
- Introduce new family friendly working hours and part time shifts which have not been prevalent in the past.
- Decrease CO emission by around 102 tonnes each year from less heating and lighting.
Before the pandemic, customers were increasingly using online options or Ticket Vending Machines, rather than ticket offices. There has been a 50 per cent drop in the use of ticket offices over the past 10 years, with the pandemic quickening that pace of change.
- There will be no change to the number or frequency of rail services that call at any stations.
- The Station teams will not lose their jobs. There will be a job for anyone who wants one.
- Customer safety will not be impacted by these changes.
- Passengers with specific mobility or access needs will continue to be supported.
This dramatic shift in customer patterns prompted a review of the opening hours of ticket offices for the first time since 1991 to see if the needs of customers are still being met. The assessment has considered where there is a decline in tickets sales at stations, the opportunities that exist to reduce fraudulent travel, and how to increase revenue through more revenue protection teams.
Transport Focus, the independent watchdog for transport users, will conduct a public consultation on behalf of ScotRail seeking the views of customers about the changes we are proposing, which will begin on 12 January.
Customers can review the proposed changes at their stations via the website - https://www.scotrail.co.uk/scotrail-ticket-office-consultation
The most significant benefit of the proposed changes is to deliver a financially and environmentally sustainable railway that will deliver value for money for customers and taxpayers.
Phil Campbell, Head of Customer Operations, 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.
“With more than a 50 per cent 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.
“Nobody in ScotRail will lose their jobs as a result of these changes, and it is important to note that rather being about cutting jobs, this is about adding value for our staff and customers.
“Over the coming weeks we’ll be talking to customers, staff, and stakeholders about the improvements they can expect to see and experience as they travel around Scotland’s Railway.”