ScotRail has revealed that ticket office opening hours will be reduced at 54 stations – including Paisley Gilmour Street, Johnstone, Barrhead and Neilston.
The changes will not affect trains stopping at the stations as set out in the timetable and nor will the ticket offices close.
But the move is being taken following a consultation by an independent passenger watchdog as increasing numbers of people purchase from the ScotRail website, app or ticket machines.
ScotRail says it will provide significant notice to customers before the changes come into effect at some point in 2025.
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.”
At Paisley Gilmour Street, the Monday to Saturday ticket office opening hours are 5.55am to 11.10pm but this is set to change to 5.55am to 9.45pm. The Sunday opening hours are currently 7.25am to 11.05pm but will change to 7am to 10pm.
In Barrhead, the Monday to Saturday ticket office opening hours are 6.50am to 11.15pm but these are set to change to 6.30am to 7.50pm. The Sunday opening hours will remain between 9.10am and 4.50pm.
Johnstone station will also see ticket office opening hours altered. The Thorn Brae facility is currently open from 6.50am to 8.30pm, Monday to Saturday, and from 9.20am to 6.40pm on Sundays.
These are set to be cut to, 6.45am to 7.15pm, Monday to Thursday; 6.50am to 8.15pm on a Friday, 7am to 8.15pm on Saturday and 9.15am to 6.15pm on Sunday.
Neilston will also be affected by the changes. The Monday to Saturday opening hours are 6.58am to 10.15pm but these are set to change to 6.30am to 12.30pm, Monday to Thursday; 6.45am to 7.15pm on Fridays and from 8.30am to 3.30pm on Saturdays. The Sunday opening times will remain 9.10am to 4.50pm.
Twelve ticket offices in Scotland will see opening hours increase while the remaining 77 will see no change. According to ScotRail, there has been a 10 per cent drop in ticket office sales over the past decade.
Around 16 per cent of sales are now via ticket offices – with 90 per cent coming from just 20 stations. Meanwhile, a total of 20 per cent come from ticket machines and 43 per cent are through the website or app.
ScotRail insist the changes will bring a number of “benefits” including increased staff visibility through help with ticket selling/inspection and efforts to tackle anti-social behaviour. It’s said there will be no job losses or redundancies as a result of the proposals.
Where ticket offices see reduced hours, staff will carry out other customer-supporting roles such as ticket barrier duties and revenue protection. Improved support through platform Help Points and more advice on buying tickets are also on the cards.
“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,” added Mr Campbell.
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