ScotRail gets warning No2 in space of just 2 months
MINISTERS have handed ScotRail its second improvement notice in less than two months after passenger satisfaction fell to a 15-year low.
The ‘remedial plan notice’ seeking swift change follows a drop to 79 per cent overall satisfaction with the train operator in the national rail passenger survey last month.
The Scottish Liberal Democrats warned that the firm needs to act or risk having its contract terminated.
The watchdog behind the survey, Transport Focus, pointed to delays and cancellations for passengers, who were less happy than at any time since 2003, when satisfaction was at 84 per cent.
ScotRail has a contractual target to hit an 88.5 per cent average score in two surveys carried out each year.
However, national transport agency Transport Scotland said the 79 per cent rating meant it would be extremely difficult to meet that target this franchise year.
As such, it has decided to serve the improvement plan notification on the company.
The ScotRail franchise has been held by Dutch company Abellio since 2015. It is due to continue until 2025, although there is a break clause under which it could end in 2022.
The earlier notice was issued on Christmas Eve after a rise in train cancellations.
The latest order gives ScotRail 12 weeks before it must set out the measures it intends to put in place to improve passenger satisfaction results. The response to the notice issued on December 24 has to be submitted by February 18.
Transport Secretary Michael Matheson said: ‘Too often passengers have been left disappointed and this must change swiftly.
‘Having already issued one remedial plan notice, it is frustrating that another follows.
‘ScotRail recognises the reasons for this notice and the direct link between train service reliability and customer satisfaction. I require quick action to ensure the ongoing record investment in infrastructure, fleets and staff translates to better satisfaction levels and a more attractive service.’
However, Scottish Liberal Democrat transport spokesman Mike Rumbles said: ‘The Transport Secretary is much better at issuing strongly worded letters than he is at fixing our rail service.
‘The only warning ScotRail need is this: shape up and start delivering for rail passengers or we will terminate… your contract at the first opportunity.’
Labour Transport spokesman Colin Smyth said: ‘With so many problems with the franchise, it beggars belief that the SNP voted with the Tories to block Labour’s plan to exercise the break clause in Abellio’s contract last year.’
Anthony Smith, chief executive of Transport Focus, said: ‘ScotRail and Network Rail need to keep to their basic promises and deliver a relentless focus on day-to-day performance as well as better information during disruption.’
ScotRail’s head of customer operations, Phil Campbell, said: ‘We run more than 2,400 services every weekday, which is more than ever before, and our punctuality has recently reached its highest level since September last year. But we know there is much more to do.’
The warning came as it emerged Edinburgh’s tram line extension to Newhaven is likely to cost more than £200million – £35million more than planned.
‘Shape up and start delivering’