ScotRail passenger satisfaction levels fall

ScotRail passenger satisfaction levels have dropped. Picture: TSPL
ScotRail passenger satisfaction levels have dropped. Picture: TSPL
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PASSENGER satisfaction with ScotRail has fallen by 3 per cent to 87 per cent in the latest independent National Passenger Survey published today by watchdog body Passenger Focus.

Scotland’s main train operator blamed delays caused by track and signalling faults by Network Rail for the dip.

The Scotsman revealed last month that transport minister Keith Brown had called both firms in for a dressing down over their performance, which he described as unacceptable.

The Office of Rail Regulation also said train delays caused by Network Rail had got worse.

Train punctuality is affecting more people because of rising demand for rail travel, with ScotRail’s passenger total expected to reach 85 million this year - one third more than a decade ago.

ScotRail managing director Steve Montgomery said: “Disruption affects how people feel about rail travel. While two in three delays were not of ScotRail’s making, customers rightly expect us to take the lead in delivering industry improvements.

“We will continue to help Network Rail reduce their track and signalling failures, as these have had the biggest impact on our services.

“For our part, we will continue to focus on improving the reliability of our trains, so that the vast majority of services are able to operate with the full complement of carriages.”

The twice-yearly passenger survey also showed 91 per cent of passengers were happy with cross-Border operators East Coast and Virgin Trains.

The east coast main line firm’s rating was up 5 per cent on last Spring but the west coast company’s was down by 1 per cent.

CrossCountry’s rating was up 2 per cent to 86 per cent, and First TransPennine Express’s unchanged at 85 per cent.

A Network Rail spokesman said: “We are committed to delivering the best service we can for passengers and are investing heavily in expanding and enhancing the railway.

“Last year Scotland saw punctuality hit a record high of 93 per cent and we are determined to continue to reduce delays as much as possible.”


• Only 57% of ScotRail trains on time in 2013