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Passengers say First ScotRail on wrong track with train delays



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PASSENGER satisfaction with how First ScotRail handles delays has plummeted, despite the firm introducing measures to improve communications.
Only 30 per cent of passengers were happy with information given during disruptions last autumn, compared with 50 per cent the year before, a survey shows. Overall satisfaction fell four points to 84 per cent.

Passenger Focus, the rail watchdog that did the research, called for an action plan to target routes where travellers were least satisfied.

First ScotRail staff were given "prompt cards" to help respond to incidents after satisfaction with handling of delays also fell last spring.

Mary Dickson, managing director of First ScotRail, said: "We must improve the way we deal with train delays."



The full article contains 125 words and appears in The Scotsman newspaper.
Page 1 of 1

  • Last Updated: 24 January 2008 12:53 AM
  • Source: The Scotsman
  • Location: Edinburgh
  • Related Topics: ScotRail , The railways
 
1

JayJay,

Right here 24/01/2008 08:24:48
Dear oh dear. So people don't like the nasal tones of the announcer at Queen Street telling them that the train is delayed and regret any inconvenience caused? As a long suffering victim of the "flagship" service from Glasgow to Edinburgh, here's a thought. When its one minute to departure time, and still no train on the platform, why not announce what we already know - the train is late and probably isn't going to be departing.....rather than the drivel that is "please wait for further announcements".
I do this route a couple of times a week, and am consistently amazed at the outrageous cost (£17.70 return, up 5% on last year), the outrageous overcrowding (you try getting a seat if you get on at Haymarket at rush hour) and the consistent tardiness of the service.
My favourite trip last year was a classic piece of Scotrail bumbling. As we sped along at 15 miles per hour, the guard announced we were behind a goods train and apologised for the delay. When I trundled into Waverly, the journey having taken 1 hour and 40 minutes, I was once again told of Scotrail's "regret".
I just wish I thought it would get any better. All I know for sure is that, year on year, the fares will go up.
2

Jeeemy,

St Andrews 24/01/2008 10:08:09
Now Now JayJAY! you were late because the Scotrail service you were on was being delayed by a Goods train ahead.
That was not Scotrails fault but Network Rails fault, the track is managed by network rail, they put that goods train out before the Scotrail train you were on.
The management Idiots in Network rail require sacking but we do not have Railway managers but accountants running our services "who know the price of everything and the value of nothing"
3

Why can't I use my usual name?,

Glasgow 24/01/2008 10:24:31
The E&G is consistently late at peak times though, Jeeemy, that's the point. Overcrowding and lack of trains at platforms at the departure time are also all-too-common.

50 minutes E-G isn't really too demanding a schedule but it seems too much for our current operators.
4

Andrew,

west of Edinburgh 24/01/2008 11:49:27
Staff have been given "PROMPT CARDS"!
Here is a train!(hopefully)
Here is the driver! (hopefully)
etc etc etc
5

Reckless,

Fife 24/01/2008 21:47:40
Nearly 4 years as a Scotrail customer and it's all over for me. Now working in Dundee. Refuse to pay ~£60 a week for the train, so take the car instead. It's bliss.

Feel sorry for the thousands of Fife-Edinburgh and Edinburgh-Glasgow chumps who have no other choice.

The private car is king, and Scotrail sucks.
6

Reckless,

Fife 24/01/2008 21:50:48
Previously throwing away £81.70 a week on Scotrail.

May buy myself a SWB gas guzzling Landy with the money I save over the next 4 years.
7

Reckless,

Fife 24/01/2008 21:52:18
Diesel rocks!
8

Reckless,

Fife 24/01/2008 21:53:50
Scientific Study Finds Fluoride Horror Stories Factual
Industrial by-product consumed by millions of Americans lowers IQ, causes cancer

http://www.infowars.com/articles/science/fluoride_study_finds_horror_stories_factual.htm

 

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