Chamber and committees

I refer the member to the answer to question S6W-05572 on 10 February 2022. All answers to written Parliamentary Questions are available on the Parliament's website, the search facility for which can be found at https://www.parliament.scot/chamber-and-committees/written-questions-and-answers .

ScotRail has commenced a Disability Impact Assessment (DIA) regarding the ticket office opening hours consultation, the DIA process will reflect all feedback received. The purpose of the public consultation is to enable passengers and stakeholders to provide specific feedback on how the proposals impact their journey compared to ScotRail’s current ticket office opening hours. It is worth highlighting Abellio ScotRail do not plan to reduce current staffing levels and have committed to improve staff visibility and customer assistance.

Following the completion of the ticket office consultation, a copy of the DIA document will be available directly from ScotRail.

Abellio ScotRail advise they carried out analysis from ticket issue data for each of the current ScotRail ticket offices covering the seven-week period from 30 October to 17 December 2016 & 2019, regarded in the industry as the busiest period in the year.

It is important to note the data used for the review was from 2019 and represents a period not impacted by the Covid pandemic and the associated fall in customer numbers.

Abellio ScotRail confirmed to Transport Scotland on 13 July 2021 of their intention to undertake a review of ticket office opening hours under Schedule 17 of the Ticketing and Settlement Agreement.

Transport Scotland has not undertaken any assessment however Abellio ScotRail has carried out an assessment of all ticket sales, passenger assistance, ticket buying facilities, waiting areas, toilets, passenger footfall, links to local schools, colleges and businesses for every station with a ticket office. In addition, Abellio ScotRail also reviewed any instances of anti-social behaviour to ensure the proposed changes do not reduce the customer experience.

Abellio ScotRail has also confirmed that no job loses would occur and any change to opening times would be redeployed in the local area to ensure customers were better supported by having staff more visible and on the frontline.

The ticket office review is being conducted under existing rail industry processes – Schedule 17 of the Ticketing and Settlement Agreement – and as such permission was not required from Transport Scotland before Abellio ScotRail, the train operating company, consulted on ticket office opening hours.

Following Abellio ScotRail’s notification on 13 July 2021 of their intention to undertake a review of ticket office opening hours under Schedule 17 of the Ticketing and Settlement Agreement, discussions concerning this consultation were held in the normal course of franchise management business.

Abellio ScotRail as the train operating company providing passenger rail services, is responsible for the ticket office consultation.

Transport Focus, the independent watchdog for transport users, will collate and provide a report on the consultation responses.

Transport Scotland has not undertaken any assessment however Abellio ScotRail advise that there is an estimated carbon reduction saving of 75 tons per annum if ticket office opening hours are reviewed however we should wait for the results of the consultation before finalising. It is worth noting there will be no reduction in jobs and any change in ticket office hours will be reinvested to visible frontline activity including passenger assistance or ticket checks.

The review, the first of its kind in over 30 years, proposes changes to contribute to the modernisation of Scotland’s stations and offer passengers a more efficient and cost effective service for the future. The consultation has enabled rail users including (a) disabled and (b) older passengers to get involved in the process where all contributions will be considered before a final decision is made.

Abellio ScotRail is also carrying out a Disability Impact Assessment regarding the ticket office consultation and all relevant feedback from the public consultation will form part of the final report.