Rumbles: ScotRail in denial about poor performance and customer dissatisfaction


Following a question and answer session with ScotRail officials, including Managing Director Alex Hynes, Scottish Liberal Democrat transport spokesperson Mike Rumbles MSPs has suggested that the rail operator is in denial about residing over the worst performance levels since the current franchise began.

In a meeting of the Scottish Parliament’s Rural Economy and Connectivity Committee, this morning, representatives of ScotRail Alliance and the Scottish Government were hauled over the coals by members for failing to meet national targets for punctuality, reliability and customer satisfaction.

Mr Rumbles said:  

“I’m shocked that ScotRail seems to be in denial about the serious decline of performance levels over the past 18 months.

“The situation at the moment is completely unacceptable and there is no recognition of the impact that is having for passengers and the Scottish economy as a whole.

“The remedial plan launched by ScotRail and the Scottish Government earlier this week is the third improvement plan in as many years. I have no confidence that this plan will be any different and deliver the required level of services.

“The transport secretary and the First Minister have accepted that ScotRail’s performance is not good enough. It is time that the Scottish Government looked seriously at ending the franchise at the earliest opportunity if performance does not improve considerably over the coming months.”


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