Which? survey highlights dissatisfaction with ScotRail

A new report published by Which? places ScotRail in the bottom 10 rail companies in the UK on satisfaction ratings.

Local MSP, Rachael Hamilton has campaigned consistently to improve ScotRail services along the Borders Railway and was ‘not surprised’ to see ScotRail struggling to score well in Which?’s Consumer Insight Report 2019.

The report found that of those train companies operating in Scotland, either internally or as a cross-border service, Virgin Trains came out top with a customer score of 57%, whereas ScotRail, which operates routes that begin and end in Scotland, scored just 45%.

In addition, of services within Scotland, CrossCountry had the highest scores for both complaint handling (49%) and complaint outcome (47%), whilst ScotRail’s rating was lower at 31% for complaints handling and 23% for complaint outcome.

ScotRail’s overall customer satisfaction rating of 45% placed it behind LNER (47%), Cross Country Trains (49%), Virgin Trains (57%) and the Heathrow Express (58%).

Ms Hamilton launched a survey, several weeks ago which showed that three quarters of commuters using the Borders Railway were late for work and appointments on a regular basis. She is planning to meet with ScotRail management in the coming weeks to discuss ways forward.


Ettrick, Roxburgh and Berwickshire MSP, Rachael Hamilton said:

“The Which? Report comes as no surprise, and what is especially worrying is their performance when it comes handling complaints.

“When a train is late or cancelled, commuters and passengers should have faith that they will be reimbursed or compensated.

“Alex Hynes, the Managing Director of ScotRail promised that improvements were on the way, however the delays and cancellations continue.

“I look forward to meeting with ScotRail management at Tweedbank with commuters to get the message across that this poor service is totally unacceptable”.