Forres MSP critical of ScotRail’s decision to reduce ticket office hours across Moray
A politician has raised concerns about plans to slash operating hours at train stations across Moray.
Ariane Burgess, from Forres, highlighted the risks posed for accessibility and safety when using public transport following a review of how passengers buy tickets, which has resulted in ScotRail announcing the publication of planned reductions to the staffing of ticket offices next year.
The Scottish Green MSP for the Highlands and Islands said: “When these cuts were first proposed by Abellio, the public rightly rejected them. They have a right to expect more of a publicly-owned railway and that includes operating stations in a way that ensures safety and security for all passengers.
“While many passengers now purchase tickets by machine and online, for some, paying in person is the most accessible way to navigate our railways.
“It’s also often the case that ticket office staff are best placed to help people understand the best value tickets to buy, explain connections, and keep passengers informed of delays and cancellations.”
In Forres, there will be a weekly overall reduction of just under 12 hours.
Currently, the office is open from Monday to Saturday from 7.45am to 2.50pm.
This will be reduced to 8am to 1.15pm from Monday to Thursday, 7.45am to 12.15pm on Friday and 8.45am to 1.45pm on Saturday.
The office will remain closed all day on Sunday.
Effectively this means that, of the 36 services that call at Forres on Saturday, only nine will be ones where you can buy a ticket at the counter or go to the ticket office to ask for assistance.
Ms Burgess added: “Passengers with disabilities have the same right we all do to turn up at a station and go but we know from a 2022 audit that only half of disabled participants were able to successfully receive help using Help Points. They need to know there will be someone, easily found, in the station to provide assistance.
“A total of 45 per cent of stations are only staffed part-time, so this decision curtails an already diminished service for people with access needs.”
Cuts are also planned for Elgin, Nairn, Keith and Huntly on the Inverness – Aberdeen line, while Aviemore will close earlier during the week but have extended opening until 9pm on Saturdays.
ScotRail carried out an assessment in 2021, of where customers bought their tickets from. The results showed there had been a 50 per cent reduction in those bought from counter staff over the previous decade.
Their figures also showed that online sales, including through the ScotRail app, have been the most popular method of buying tickets since 2022, now accounting for 43 per cent of all sales.
Around 20 per cent of tickets are still bought from self-service vending machines at stations and around 16 per cent from ticket offices.
ScotRail customer operations director, Phil Campbell, confirmed independent passenger watchdog Transport Focus carried out the consultation on the proposals. He also claimed there was feedback from thousands of people across Scotland.
He said: “We have listened to our customers and updated our proposals based on that feedback. These changes will provide a service that is better suited for the ticket-buying habits of our customers, as well as create an environment that improves safety and customer support.”
