ScotRail Reports Positive Response Ahead of New Ticketless Travel Charges

ScotRail says a campaign encouraging passengers to purchase tickets before boarding has already delivered significant results ahead of the introduction of a new minimum fare for customers who travel without a valid ticket.

The train operator will introduce a £10 minimum charge from 1 July for passengers who board a train without buying a ticket beforehand when facilities to do so were available at their departure station.

According to ScotRail, awareness activity launched earlier this year has led to a substantial increase in advance ticket purchases. Since May, around 168,000 additional journeys have been paid for before travel compared with expected levels prior to the campaign announcement.

Analysis undertaken by the operator suggests that approximately 13,000 of these additional transactions may have been journeys that would otherwise have involved fare evasion.

Tackling Revenue Losses

Fare evasion remains a significant issue across Scotland's rail network, with ScotRail estimating that unpaid journeys cost the railway around £11 million each year.

The company argues that reducing ticketless travel will help protect revenue that can be reinvested into improving services, infrastructure and the overall passenger experience.

As part of the education campaign, staff have been helping customers understand the various ways tickets can be purchased before travel. Options include station ticket offices, self-service machines, the ScotRail website and the operator's mobile app.

The campaign has also included station signage, onboard information, public announcements, radio advertising and increased activity across social media channels.

New Minimum Fare Explained

The £10 minimum fare is intended to discourage passengers from boarding without a valid ticket when they had a reasonable opportunity to purchase one before travelling.

For many shorter journeys, the charge will exceed the standard ticket cost. ScotRail highlighted the example of a return journey between Bishopbriggs and Glasgow Queen Street, which costs £3. Customers deliberately travelling without a ticket on such routes could therefore face a significantly higher payment.

Research into ticketless travel has indicated that opportunities to purchase tickets are available in the vast majority of cases. ScotRail reports that station ticket offices were open in almost three-quarters of recorded incidents, while working ticket machines were available at around 90 per cent of stations involved.

Supporting Safer Travel

Beyond protecting revenue, the operator believes the policy could also contribute to reducing anti-social behaviour on the railway network.

ScotRail says incidents involving disruptive behaviour are often associated with a relatively small number of passengers who travel without paying, and improved compliance may help create a safer environment for customers and staff.

The operator has confirmed that exemptions will apply in a number of situations. Customers will not be subject to the minimum fare where ticket offices are closed, no ticket machine is available, or where a disability prevents use of ticket purchasing facilities.

Revenue Protection Improvements

Since the railway returned to public ownership in 2022, ScotRail has introduced a range of measures aimed at strengthening revenue protection.

These initiatives include the deployment of dedicated Revenue Protection Officers and the introduction of enhanced tools and processes for frontline teams.

The company reports that the proportion of journeys made without a valid ticket has fallen from 8.8 per cent in April 2022 to just under 3 per cent today. ScotRail's revenue protection activities are also recovering approximately £2 million each year that might otherwise have been lost through unpaid travel.

Phil Campbell, ScotRail's Customer Operations Director, welcomed the early success of the awareness campaign, stating that the initiative is focused on ensuring passengers understand the different options available for purchasing tickets before starting their journeys.

He said the introduction of the minimum fare is intended to support fairness across the network by ensuring that the vast majority of customers who pay correctly are not disadvantaged, while helping staff address deliberate fare evasion more effectively.

ScotRail believes the combination of customer education, improved enforcement and targeted revenue protection measures will continue to reduce ticketless travel and strengthen the long-term sustainability of Scotland's railway.