Working in partnership with London TravelWatch

Transport User Voice – February 2018 – Scotland’s passengers rate rail services

31 January 2018

Eight in ten passengers in Scotland say they are satisfied overall with ScotRail services.

The latest National Rail Passenger Survey shows a slight improvement from ScotRail’s Autumn 2016 results with overall satisfaction at 85 per cent.

Anthony Smith, chief executive of the independent watchdog, said:

“For passengers, it’s all about performance. It’s essential that the ScotRail and Network Rail continue their focus on ensuring that most trains arrive on time, with few cancellations and with carriages of the right length.”

“Transport Focus welcomes the independent review of train services that ScotRail announced earlier this month to further improve performance.”

The ScotRail Alliance has faced a number of challenges including the impact of seasonal weather and landslips on both the West Highland and Edinburgh and Glasgow Main Line. Performance figures show that for the 12 months to January 2018, performance stood at 90.4 per cent.

This performance still results in ScotRail being the best performing large operator in Great Britain but is lower than the target of 90.8 per cent set in the performance improvement plan. Passengers rightly expect that the ScotRail Alliance should ensure that most trains arrive on time, with few cancellations and skip-stopping, and with carriages of the right length.

Click here to view survey results.

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