ScotRail urged to make rail fares better value

SCOTRAIL fares must be made better value for money, watchdog Passenger Focus urged today after an official poll found fewer than half of travellers were happy with how much they were paying.

ScotRail has been urged to provide better value for moeny for its passengers. Picture: FirstGroup

• ScotRail have been told that passengers must be given better value for money

• Only 49 per cent surveyed were satisfied with ticket prices

The latest twice-annual survey showed 49 per cent of those questioned were satisfied ticket prices were value for money, 2 percentage points lower than a year ago.

The poll found overall satisfaction with ScotRail equalling its record of 90 per cent, but most passengers were unhappy in several key areas.

Satisfaction with train toilets was down by 6 percentage points to 46 per cent, while 43 per cent were happy with the way delays were handled, up by 5 percentage points.

Passenger Focus chief executive Anthony Smith said: “90 per cent of passengers in Scotland were satisfied with ScotRail services in the early part of 2013, an increase of 1 percent since early 2012.

“However, there remains work to be done, especially on value for money – which just under half of passengers are satisfied with.”

ScotRail managing director Steve Montgomery described the survey results as “extremely encouraging” but said the train operator would continue to work to improve scores in categories “that enhance customers’ experience”, such as value for money and toilets.

ScotRail said it had removed more than 1,500 fare anomalies since the survey was conducted, while off-peak fares will be frozen next year.

Mr Montgomery also said improvements had been made to getting information to passengers during disruption.

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