ScotRail fined £750,000 for performance shortfalls

Published on Friday 23 July 2010 14:23

TRAIN operator ScotRail was fined more than £750,000 over shortfalls in performance over the past year, official figures showed today.

The figure, however, is down 17% on the previous year and transport chiefs say the firm's performance has improved in many areas.

Improvements could be made to destination boards and passenger information, as well as passenger announcements, according to the annual report of ScotRail's rail and passenger services.

Penalties paid by ScotRail for the 12 months to June 26 totalled 785,630, down 17% from 938,959 over the previous year.

Steve Montgomery, managing director of ScotRail, said: "We welcome the significant fall in penalties.

"It is a step in the right direction, especially with ever more rigorous standards set by one of the UK's toughest regimes.

"We are rising to the challenges and believe we continue to meet customers' needs and expectations, underpinned by record high National Passenger Survey ratings.

"There is still work to be done and our focus on standards and investment in stations and trains, and developing our staff, will continue."

The assessment of passengers' experience was carried out through Transport Scotland's SQUIRE (Service Quality Incentive Regime) inspection regime. ScotRail runs 344 stations as well as train services throughout Scotland.

It receives bonuses for above benchmark performance and penalties for areas that fall below benchmark. The penalties this year outweigh bonuses, though, leading to the 785,000 fine, which represents an aggregate figure.

Other areas requiring improvement highlighted in the report include litter and contamination, station toilets and train toilets.

But the last 12 months did see consistent high performance in clearing station graffiti, station staff, train cleanliness, ticket collection at key stations, train staff and customer care.

Bill Reeve, of Transport Scotland, said: "The penalty and reward system requires that ScotRail, as part of its franchise agreement, delivers on issues regarded important by the public.

"Over the past twelve months ScotRail has improved its performance in a number of areas and Transport Scotland will continue to highlight below benchmark results to ensure this system continues to confront issues as they arise."

The recent National Passenger Survey showed overall customer satisfaction remains at a record high and ScotRail was named UK Rail Operator of the Year for the second year in a row.