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ScotRail says sorry and offers extra compensation

Posted: 7th January 2019

Please see below statement posted on ScotRail website regarding extra compensation:

We are very sorry to our ScotRail customers for unacceptable service in parts of the country recently.

While our teams work hard every day to deliver the service you demand, the reality is we’ve fallen below the standard you expect and deserve.

While it doesn’t excuse what has happened, here are the challenges we have faced:

  1. Daily services have had to be cancelled to allow our drivers and conductors to be trained on new trains and new routes before they can operate services safely.

The late delivery of trains by suppliers, including Hitachi and Wabtec, means there has been very limited time available for driver and conductor training.

  1. An overtime and rest day working ban, now resolved, by the RMT trade union made the training problems worse.

We are working flat out to train conductors and drivers on Scotland’s railway so that we can return services to normal. Since 9 December we have trained 70 drivers and conductors, so we have made progress, but we know we need to do more.  We are training more than 20 drivers and conductors every day throughout January and February to return your service to levels you deserve. 

We have seen the level of cancellations reduce steadily over the last few weeks.  We will continue to cut cancellations to improve your service.  We expect week on week improvement through January and February to get your service back to normal levels.

You can check your service before travelling, by downloading the ScotRail app, checking @ScotRail on Twitter, or visiting journeycheck.com/ScotRail. Where services are cancelled, if another service is due within a short time our advice is to travel on that service.  Where there are longer gaps, we will provide standby buses.

Extra compensation

If you are delayed by more than 30 minutes, you are already entitled to compensation through our Delay Repay Guarantee. We are also offering those season ticket holders most affected by cancellations, caused by traincrew shortages, extra compensation. This is a goodwill gesture to say sorry to our most loyal customers, and to thank them for their patience.

Season ticket holders, accompanied by one extra person, on routes most affected by traincrew shortages are being offered travel anywhere on ScotRail services for six specified weekends in March, April and May 2019. The offer excludes weekends when there are big events happening across Scotland’s seven cities. The offer weekends are:


Saturday 23 and Sunday 24 March 2019

Saturday 30 and Sunday 31 March 2019

Saturday 6 and Sunday 7 April 2019

Saturday 13 and Sunday 14 April 2019

Saturday 27 and Sunday 28 April 2019

Saturday 11 and Sunday 12 May 2019


Customers can view the full terms and conditions of the offer and routes that qualify at www.scotrail.co.uk/compensation

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