Transport Focus, a passenger watchdog, has published the results of their survey, which show that passenger satisfaction in ScotRail has reached its lowest level since 2002.
1,200 ScotRail customers were surveyed by the watchdog and only 79% were satisfied about their journey in autumn 2018; this being the lowest satisfaction rate since 2002.
Local MSP Rachael Hamilton was ‘unsurprised’ by the findings of the survey and called on ScotRail to implement improvements at the earliest date possible to ensure passengers get the service they deserve.
Over the past few months, she has kept up pressure on the Transport Minister and ScotRail in light of widespread delays and cancellations.
Her meeting with Alex Hynes, Managing Director of ScotRail earlier this month proved constructive, as she was given an apology for the poor service on the Waverley Line from Edinburgh to Tweedbank.
Ettrick, Roxburgh and Berwickshire MSP, Rachael Hamilton said:
“I am not remotely surprised at the findings from Transport Focus, they make for grim reading.
“Borderers have borne the brunt of the worst of the delays and cancellations, many of my constituents are simply fed up of the poor service from Tweedbank.
“I am glad I had a chance to meet with the Managing Director of ScotRail, Alex Hynes to discuss the way forward, and was pleased to receive an apology for the number of cancellations.
“ScotRail has said to me that improvements are on the way, let’s see if they can cut the mustard and improve customer satisfaction”.