At the end of October ScotRail announced changes to ticket office hours at 66 stations. 12 will see increased hours and 54 will see reductions.

The decision has been made because of the high uptake of online ticket sales, especially using the mobile app. This is unsurprising as, if you have the equipment and are comfortable using it, it's the easiest way to buy tickets (as long as your phone doesn't fail en route.)

The ScotRail website explains that:

• 16% of sales are via ticket offices. 90% of those sales are from just 20 stations.
• 20% of sales are via ticket vending machines (TVMs) at stations.
• 43% of tickets are online, through the website or the app.

and says that the benefits of the changes include:

• There will be no job losses or redundancies as a result of these proposals.
• 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.
• 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.

This is a complicated, and sometimes emotive issue. ScotRail's announcement had a quote from Phil Campbell, Customer Operations Director, who 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.

"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."

We will watch what happens at Dingwall and Wick with interest.