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Railway ticket office hour cutbacks proposed for Highland stations by ScotRail; Dingwall, Nairn, Wick, Aviemore, Kingussie and Kyle of Lochalsh on list of proposed Scotland changes





ScotRail is looking to change ticket office opening hours.
ScotRail is looking to change ticket office opening hours.

Ticket office hours at numerous Highland railway stations are to be cut under plans announced by ScotRail.

The rail operator made the announcement on Thursday as part of a wider series of proposals to slash hours at more than 50 of its stations across the country, while increasing the hours at a dozen.

It stressed that no ticket offices will be closing, and claims the proposals will result in no job losses as staff affected by the change in hours will be used instead to “deliver more visible customer support at stations”

The plans were announced in response to changing passenger trends, with the number of people buying their tickets via station offices falling by 50 per cent in a decade.

It said a recent survey found that only 16 per cent of all ticket sales are via offices, and that 90 per cent of those are bought from just 20 of its more than 140 manned stations. More than 60 per cent of all tickets are now bought via station vending machines (20 per cent) and online (43 per cent).

The proposals affect six of the Highlands’ staffed stations - Dingwall and Wick on the Far North Line, Kyle of Lochalsh on the Kyle Line, Aviemore and Kingussie on the Highland Mainline, and Nairn on the route between Inverness and Aberdeen.

The stations in Inverness, Thurso, Mallaig and Fort William are not included on the list of proposed changes, suggesting that their ticket office hours may remain unaltered.

ScotRail news.
ScotRail news.

Some other stations further south and east on the Highland Mainline and Inverness-Aberdeen line are also affected by the proposed changes in hours - including Forres, Elgin, Pitlochry, Keith and Huntly.

In the Highlands the Aviemore station will see its opening hours cut in the evenings on weekdays, although its Saturday operating hours would be extended. Elsewhere, the other affected stations are seeing general cuts to their hours.

Among the worst affected will be Dingwall, with its regular 7.30am opening time pushed back until late morning - and it will operate for two hours or less on the days it is open. Wick, meanwhile, will open earlier than at present on weekdays, but close several hours earlier, and will be shut completely at weekends. At the moment its weekend operations see it open on Saturdays.

The proposed Highland changes are as follows:

Aviemore - Now - 7.30am to 9.25pm (Mon-Fri); 7.35am to 2.39pm (Sat); 9.40am to 5.20pm (Sun); Proposed hours - 7.30am to 5pm (Mon-Fri); 8am-9pm (Sat), 9.40am-5.20pm (Sun).

Dingwall - Now - 7.30am-2.30pm (M-Sat); Closed Sun; Proposed - 10.45am to 12.45pm (Mon-Thurs); 10.15am to midday (Fri); 10.30am-1.30pm (Sat); Closed Sun.

Kingussie - Now - 8.26am to 3.30pm (M-Sat); Closed Sun; Proposed - 10am to 11.45am (Mon-Thurs); 8.45am to 2pm (Fri); 9am to 11.45am (Sat); Closed Sun.

Kyle of Lochalsh - Now - 9.46am to 4.50pm (M-F); 10.14am to 5.18pm (Sat); Closed Sun; Proposed - 9.45am to 4.15pm (Mon-Sat); Closed Sun.

Nairn - 8.10am to 3.14pm (Mon-Sat); Closed Sun; Proposed - 8.10am to 1pm (Mon-Thurs); 8.10am to 2.30pm (Fri); 8.10am to 2pm (Sat); Closed Sun.

Wick - 10.10am to 5.14pm (Mon-Sat); Closed Sun; Proposed - 7.50am to 1.30pm (Mon-Fri): Closed Sat and Sun.

The proposed Moray changes are as follows:

Elgin - Now - 6.25am to 7.30pm (Mon-Fri); 6.25am to 7.30pm (Sat); 10.25am to 6.05pm (Sun); Proposed - 7am to 5pm (Mon-Thurs); 7am to 6.45pm (Fri); 6.45am to 4.15pm (Sat); 9.45am to 4.30pm (Sun).

Forres - Now - 7.46am to 2.50pm (M-Sat); Closed Sun; Proposed - 8am to 1.15pm (Mon-Thurs); 7.45am to 12.15pm (Fri); 8.45am to 1.45pm (Sat); Closed Sun.

Keith - Now - 6.38am to 1.42pm (Mon-Sat); Closed Sun; Proposed - 9am to 10.45am (Mon-Thurs); 7.45am to midday (Fri); 9am to 1.45pm (Sat); Closed Sun.

Phil Campbell, ScotRail customer operations director, said: “The independent passenger watchdog Transport Focus carried out an extensive consultation on these proposals, which received feedback from thousands of people across Scotland. We have listened to our customers and updated our proposals based on that feedback.

A train at Inverness Railway Station. Picture: Gary Anthony.
A train at Inverness Railway Station. Picture: Gary Anthony.

“These changes will provide a service that is better suited for today and the ticket-buying habits of our customers, as well as create an environment that improves safety and customer support.”

He added that if the proposals go ahead the new hours will take effect in 2025.

ScotRail also said that “significant notice” will be given to customers before the changes to ticket office opening hours takes place.

The operator added that where ticket offices see reduced hours, “staff will carry out other customer supporting duties within their existing job description, such as ticket barrier duties and revenue protection”.

It continued: “Customers will benefit from increased staff visibility, helping with ticket selling/inspection and tackling anti-social behaviour.

“Customers will receive improved support through platform Help Points, with advice available on buying tickets.”


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