Passengers Say First ScotRail on Wrong Track With Train Delays

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.”

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