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Chamber and committees

Question ref. S6W-05862
Asked by: Alex Rowley, Mid Scotland and Fife, Scottish Labour
Date lodged: 21 January 2022

Question

To ask the Scottish Government what its position is on whether reducing opening hours at rail ticket offices will increase or reduce services to assist (a) (i) disabled, (ii) women, (iii) visually impaired and (iv) digitally excluded passengers and (b) passengers with mobility problems.

Current status: Answered by Jenny Gilruth on 10 February 2022


Answer

ScotRail's 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) (i) disabled, (ii) women, (iii) visually impaired and (iv) digitally excluded passengers and (b) passengers with mobility concerns to get involved in the process where all contributions will be considered before a final decision is made.

ScotRail has commenced a Diversity Impact Assessment (DIA) regarding the ticket office opening hours consultation, the DIA process will reflect all feedback received and takes account a range of potentially impacted groups.

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 and analysis, I will consider its recommendations, including those from the Diversity Impact Assessment.