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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.

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.

The Scottish Government is aware of the UK-wide legislative proposals and officials across the UK have held constructive discussions on a number of measures related to the welfare and conservation of animals overseas. We are carefully considering our position on each of these measures.

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.

Transport Scotland has not undertaken any assessment however Abellio ScotRail advise they have carried out a full review of ticket buying at all ticket offices which have remained largely the same since the 1990s. During this period there has been significant investment in the station environment. ScotRail has installed 355 ticket vending machines which accounts for 26 per cent of all ticket sales.

Increased usage and familiarity of the internet has opened up an entirely new retail channel, which in 2019 accounted for 18 per cent of all ticket sales. All train services have two members of staff on board - one driver and one ticket inspector. These factors have all contributed to a drop in ticket office usage over the past three decades. Abellio ScotRail has also made clear that customers will always receive the best value ticket regardless of how they chose to purchase.

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.

Since the start of the pandemic, the Scottish Government has provided £2.5million support to outdoor education.

The Scottish Government is committed to ensuring learners have access to valuable outdoor learning experiences. We have had intensive discussions with providers on how we can support the sector in this challenging time and we will be announcing details in due course.

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.

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.