Scottish Government’s decision to award the ScotRail franchise to Abellio – Passenger Focus’s response

08 October 2014

Responding to the Scottish Government’s decision to award the ScotRail franchise to Abellio, David Sidebottom, Passenger Focus director, said:

“We welcome the ambitious plans for the new ScotRail franchise. We look forward to working with Abellio to help them deliver the passenger benefits promised.

“While we await more details, some important commitments are made. In our submission and discussions about the franchise we identified the top passenger priorities as punctuality, frequency, being able to get a seat, passenger information during disruption and value for money. So, we particularly welcome the intention to introduce high-speed intercity diesel trains, with over a third more seats, providing enhanced staffed information desks at stations, new trains to provide additional capacity and an increase in services and the price promise to be sold the cheapest ticket. Provision of better facilities at stations, personalised travel information and scenic railway services on Scotland’s railway are to be welcome. It is clear that all the regions of Scotland will see tangible benefits.

“ScotRail has been a strong performer in our National Rail Passenger Survey reaching 90% overall satisfaction. We will be working with Abellio to maintain and improve those results and also look closely at the franchise details to assess how the new plans will deliver improved quality of service, drive up passenger satisfaction and build trust.”


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