GET SCOTRAIL ON TRACK Passenger Dossier
The Which? train survey is conducted annually via an independent poll of 7,415 members of the general public. The survey asks about overall satisfaction over the last 12 months and also asks the likelihood to recommend the brand to a friend. The combination of these scores gives our customer ratings. Passenger satisfaction with trains is low across the board, but people rarely complain to the operators. In our latest trains survey ScotRail scored 56% coming 7th out of 19.
What ScotRail can do 1 2 3 4 Listen and respond to feedback to improve service for passengers. Specifically, to address: crowding, onboard experience and tickets. Provide passengers with the mechanism to feedback online and ensure this is easy to find from outside the ScotRail site. Make sure that the escalation process for dealing with complaints is clearly referenced when asking for passengers feedback. ScotRail social media accounts should advertise the hours they are staffed and complaints raised via social media should be recorded the same as complaints raised by other means. WHICH? GET SCOTRAIL ON TRACK. 3
Passengers stories This dossier provides a selection of the hundreds of consumer comments, positive and negative, that we have received since launching the campaign. The satisfied passengers: Passengers didn t just share their complaints with our campaign, 15% of comments were positive stories praising the services of ScotRail. We want to work with you to make sure more of your passengers have positive stories to share, for one TOC 46% of comments we received were positive. Excellent every time, staff were courteous and helpful, trains arrived and left on time, cleanliness was satisfactory, just. Food trolleys good for what they are trying to serve. Utilising ticket offers has given great value for money. I have no connection with the railways and am retired. Living in a fairly remote area of the Highlands. Ian Very good service and extremely punctual. William Good, spot on time, good communication, helpful staff going out of their way to explain platform change. Ppauline Great service. Overhead wiring problems affecting services - kept us up to date on twitter & accepted tickets on diff services & on bus services. My train first of the day to run normally was even early! Superb! Norma ScotRail have a fantastic range of modern, spacious and mostly on time trains. Gareth 4. WHICH? GET SCOTRAIL ON TRACK
The onboard experience: 47% of comments related to passengers onboard experience. Crowding was a top issue across for passengers of many train operating companie, for you it represented 24% of comments. We received complaints of packed trains or, in some cases, of people not even being able to get on at all. On their last journey with ScotRail 4% reported they had to stand. Our train only ever has two carriages even at peak times and you have no option but to stand in a overcrowded train. Susan Never any seats on train, trains not long enough for amount of passengers especially at busy times, trains sometimes don t let people on at the station because they are full!!!! Lesley As the prices increase the number of carriages decreases. I travel on the trains alot and I have noticed that at off-peak times there are six carriages however at peak times on some routes this drops to three carriages resulting in people standing for there entire journey. This was also evident when over Christmas as well three carriages at busy times it just makes no sense. Happy to increase fares and happy to have customers stand for there entire journey what are we paying for? Am a very frustrated customer. Andrew Overcrowding! The rush hour trains are almost impossible to get onto. I don t know why they re not more regular, or longer! There were two people on my line last week en-route to work who simply didn t attempt to get on - too packed! I have to commit to an early finish or a very late finish every day to avoid standing on a train with nothing to hold onto (but the next person) after the 16:41 until the 18:14 service. It s really not good enough. Lea People are always standing due to lack of seats and over crowded carriages everyday we get the same apology. It s not rocket science for these fat cats put sufficient carriages on. Ronald There are never enough carriages. Why should you have to stand on the train for hours after paying good money for a seat. And definitely not enough luggage space for suit cases. Rosemary Going through to Edinburgh or Glasgow at weekends normally means standing all the way. Going through to Edinburgh during the Fringe is an absolute disgrace. Allan Appalling - almost invariably severely overcrowded in the afternoon and early evening on one of their main routes, Aberdeen-Glasgow, yet they still only provide three carriages as if the dangerous overcrowding comes as a surprise every time. Next franchise renewal should mandate a minimum of four to six carriages on this route! James WHICH? GET SCOTRAIL ON TRACK. 5
The onboard experience: Other onboard stories The space set aside for large pieces of luggage is wholly inadequate. I was not travelling at peak time but had I done so, goodness knows where I would have put my suitcase. Not only was there a shortage of space but each luggage area is designed to take small pieces of luggage only. Stella ScotRail persists in using commuter stock for long-distance services. Specifically Glasgow/ Edinburgh to Inverness/Aberdeen. The stock is completely unsuitable for long journeys having closely packed seats and inadequate space for luggage. The doors open directly into the passenger compartment which, in a Highland winter, means that rain snow and gales blow directly onto the passenger s. David On numerous occasions, although seats are booked, there are no seats actually reserved on the train. Passengers will, therefore, NOT move out of the seats you have booked as there are no reserved tickets. This is a very common occurence. Glasgow to Aberdeen trains are often far too small and passengers have to stand. Laura Travelled with ScotRail from Edinburgh to Aberdeen and back. The price was fine and punctuality spot-on. Our only issue was with the quality of the carriages, which we felt were more suited to short route commuter hops than longer journeys, as they weren t particularly comfortable. We travel by rail in Europe quite a bit (Germany, Sweden, Denmark, Czech Republic, France) and nowhere have we found poorer rolling-stock, in terms of comfort and facilities, than in the UK. Robert Dirty carriages, worn out dirty seats and on occasions no heating. Lax attitude by ScotRail personnel to loud rowdy passengers drinking alcohol and causing distress to other passengers. Jane Escalating price of fares, for the privilege of having trains delayed or not turning up at all, people having to travel like cattle due to insufficient carriages!! They tell us they are improving the system what are they doing apart from giving excuses! Joyce The line has been electrified and since then only the oldest, and draughtiest trains are run on our local line. Patricia 6. WHICH? GET SCOTRAIL ON TRACK
Punctuality: 9% of comments were about punctuality. While there are some factors, for example overrunning engineering works and the weather, that are beyond the control of train operating companies, Network Rail estimate that train operating companies are responsible for around a third of delays. Anytime after five and six the train is delayed. SuSAN I live in North East Scotland and commute fairly regularly by train between Elgin and Aberdeen. The punctuality of the train service is pretty good, considering the line between Aberdeen and Inverness is single track (with passing places at stations). However the line signalling equipment is old technology and in extreme cold weather, prone to signal and line junction freezing faults! Consequently this can affect the safe running of the line and trains running. Line needs upgrading. Overall a punctual running service and friendly staff. Only real bugbear are Trains departing Aberdeen to Inverness in late afternoon and early evening. RObERT Trains can no longer be relied on to actually run when the weather is bad. On several occasions I have planned to take the Inverness-Thurso train in winter, to find that it had been cancelled - thus putting more motorists on to dangerously icy roads. ANN WHICH? GET SCOTRAIL ON TRACK. 7
Communication: 9% of comments related to communication. Numerous passengers told us that simply not knowing what was going on was more frustrating than the delay itself. And although our research found few people do complain, those who do are often left dissatisfied with the process. I have always found ScotRail to be a very good service, the only complaint I have had was last October coming back from Glasgow Queen Street Station this elderly couple came on the train being helped by another passenger to get to a seat, I put there baggage up in the rack as it was clear the lady could not do this herself. We got talking to them as it was very obvious that the man was suffering from Parkinson s disease which his wife confirmed. When they got off the train in Aberdeen they had 3mins to catch the Inverness train because they were on their own I asked the conductor if he could arrange help for them at Aberdeen. He asked if they had booked assistance to which the woman replied she did not know that this was available, but he did say he would help hold the train. However, on arrival there was no assistance. On the platform a member of staff said they could not hold up the Inverness train for them as our train was late by a couple of mins but would see that they were helped on to the next train to Inverness which would be in another hour. We sent a written complaint to ScotRail about the lack of help this couple received on to be told because this couple did not ask for assistance at the time of booking their tickets there was nothing ScotRail could do to help them in this case. Which left me rather disappointed with ScotRail no compassion there whatsoever Neil Six months ago the train I was due to travel on was cancelled due to staff shortages. Next train was over an hour away, which was too late for my meeting. So I didn t travel. I tried to reclaim the price of my ticket - which I had to do from where I bought it - First ScotRail s website. On cancellation the website automatically reduces the claim by 10 for an administration fee!! Even although they cancelled due to staff shortages!! I ve written to First ScotRail s customer support team. The only answer they give is I have to use the website I bought my tickets from!! Six months later and still out of pocket as a result of First ScotRail not having enought staff to run their services. You couldn t write this stuff as no one would believe it! Jeff My wife is wheelchair dependent. We made that very clear when we bought the first class tickets only to discover when we got to the station in Glasgow that it is impossible to get a wheelchair into first class. So far they have offered us 5 in compensation as my wife had to travel to Inverness beside the w/c which after four hours becomes very malodorous. Very poor service. Menzies 8. WHICH? GET SCOTRAIL ON TRACK
Ticketing: Many passengers are confused by over-complicated ticketing systems and frustrated by ticket machines. 21% commented about tickets. ScotRail do not accept certain debit cards on board their trains, however do not tell you this anywhere! You only find out the cards aren t accepted when you re on board and the conductor tells you, and accuses you of fraud! This is not a major issue at large staffed stations, however is an issue where the ticket office is closed. They are an utter nightmare! Andrew Fine apart from the horrendous problems people face trying to get through the new barriers installed at Glasgow Central Station. Tickets are forever getting stuck and this causes all sorts of hold ups and issues getting replacement ones that work only to stick again and having to wait in queues (one window only for Zonecards) to get them replaced yet again. Why can t the transport network in Strathclyde utilise a similar system to the London Oyster card for all modes of transport, which would without doubt make it easier to commute? Tommy I travelled to Waverly Edinburgh but no conductor on board to buy a ticket. When I went to buy a ticket at the station I discover about 50 yes 50 other passengers waiting to do the same. I am assured that there is three people issuing tickets but no only one. This makes my wife and I late for an appointment by 20 minutes we had arranged, because of the delay. Norman Disabled Railcards are not accepted at ticket machines in Glasgow s unmanned stations so I have to fork out full fares if I choose to travel by train. I can travel free on local bus services but would prefer a train journey to some destinations. Jennifer They take advantage of peak hours between Glasgow and Edinburgh in particular, how on earth can you justify a 10 difference between a peak and off-peak return? They will probably claim that it is to discourage everyone from travelling to work and back at once - yet they never seem to have heard of core hours. It s just greed - pure and simple. It s a shame because I rank ScotRail very highly in terms of service and rolling stock, if they weren t so damn greedy they would be a much better company. I have a National Entitlement Card (NEC) giving a fare discount. I cannot use any of the ticket machines and therefore often have to queue for my ticket from a staff member. Stephen Regardless of the experience of the train trip, I always find the ticketing websites among the most infuriating online experiences. I book and buy a lot on line, but it s only when I buy train tickets that I find myself shouting in frustration at the computer screen. Just one example...scotrail currently offers a 19 return ticket anywhere in Scotland for over-55s, but when you try to book for one of these discount tickets you are presented with a list of all the trains available between two chosen points. You then have to work out which ones are eligible for the 19 tickets. Are the programmers who run the website too unskilled to set it up to display only the eligible journeys? Frank I resent that I can only purchase tickets by using a debit card, the conductor is not always avail to provide a ticket. At the other end if you have no ticket for the barrier you may wait 20 mins attempting to buy a ticket. Susan WHICH? GET SCOTRAIL ON TRACK. 9
Conclusion The responses we ve received - and support for our get Trains on Track campaign - only provide a snapshot of passengers concerns about their daily rail journeys. However, the sample of comments provided underlines how strongly passengers feel about these issues and why we d encourage you to respond. What ScotRail can do now outline to us how you will address our findings by sharing the actions you intend to take over the coming year to improve passenger satisfaction; in particular how you will pro-actively encourage, listen to and respond to feedback, improving services for customers. How we can help We can share your plans directly with our members and supporters, as well as working with you on the details of changes, helping to announce those changes and supporting your communication with current and future passengers. for further details about the Get Trains On Track campaign visit: www.which.co.uk/trains