Rail operator lowered passenger targets to keep franchise contract

The lowering of ScotRail’s passenger satisfaction targets two years in a row allowed Abellio to avoid the possibility of being stripped of its contract to run the franchise, it has emerged.

Under the terms of the franchise agreement, a breach of the target in two consecutive years would be marked as a “continuing and material event of default”. In such an event, the Scottish Government would then be entitled to terminate the agreement.

ScotRail has been issued two remedial notices by Holyrood in less than two months – the first on December 24 and the second on February 8. A response on how outstanding issues will be resolved, as set out in the remedial notice, must be submitted within 12 weeks of a notice being issued.

The train operator has faced criticism over cancellations and delays to its services, with the most recent satisfaction figure standing at 79%.

The target figure is usually set at 88.5% but this was lowered in 2016-17 to 84% and in 2017-18 to 85%.

If the figure had stood at 88.5% between 2016 and 2018, ScotRail would have been in breach of its passenger satisfaction agreement, potentially leaving the possibility of terminating the contract.

The Scottish Parliament’s Information Centre said the decisions on lowering targets were taken following a full analysis of factors outwith the control of the operator.

A spokeswoman for Transport Scotland said:

“Performance has not been where it should be and any agreed remedial plans must bring swift change to reach the levels passengers expect and deserve.”