Train firm back on right track – 'but it can do better'

Published on Monday 7 July 2008 22:15

PASSENGER satisfaction with Scotland's main train operator is back at record levels – but travellers are still unhappy about delays, train toilets and parking.

Some 88 per cent of travellers are happy overall with First ScotRail, five points higher than a year ago, according to the latest independent survey by watchdogs.

The spring figure, equal to that of two years ago, puts it in joint fourth place with Merseyrail among Britain's 21 train companies. The top two operators run the routes from London to Gatwick and Heathrow airports.

First ScotRail notched up improved scores in areas such as ticket facilities, staff availability and station upkeep. Its Achilles' heel remained the poor handling of delays, with only 37 per cent satisfied.

Train toilets also received low marks, with only 40 per cent happy. This was despite an improvements drive, with a special phone line established for passengers to report faults.

Passengers also criticised car parking, with only 44 per cent satisfied.

James King, the Scotland board member for Passenger Focus, which conducted the survey, said: "While the scores in Scotland are better than the national average, they do show scope for improvement across quite a number of areas."

First ScotRail said it was determined to improve information to passengers during disruption and to ensure train toilets worked. It said it also planned to expand station car parks.