Scotrail must prove its trains are on a roll

Focus on sustained improvement necessary after operator bounces back from poor report

Alex Hynes, the new managing director of the Scotrail Alliance, will have breathed a huge sigh of relief at seeing the latest passenger satisfaction figures.

The train operator has been through the mill over the past year, taking the political heat for poor punctuality and widespread disruption from major engineering work.

Passenger upset was translated into Scotrail’s worst score for 14 years in official watchdog Transport Focus’ twice-yearly poll, which the rail industry takes very seriously.

But six months on, the company has made a remarkable return to form, notching up a 90 per cent satisfaction rating that is as good as it has achieved since the survey was launched in 1999.

That follows punctuality returning to above minimum acceptable standards after ministers ordered an improvement plan, which now appears to have also borne this additional and welcome fruit.

Praise has rightly been accorded to the firm and its workforce by the main opposition parties for turning round performance.

However, the Greens sounded a warning by suggesting the survey result could have been a “fluke”. Time will tell, but for now, the figures suggest significant efforts have been made by the workforce, and credit should be given for that.

The way that Scotrail deals with delays has been repeatedly rated poorly by passengers, no doubt exasperated at its inability simply to communicate with them when things go wrong.

However, the latest figures show an 11 point improvement to a bestever score of 54 per cent. Only half way, there but it is significant progress. But Scotrail must not be complacent now it appears to be getting back on track.

Mr Hynes has already set the bar very high, telling MSPS last month he wants Scotland to not only have the best railway it’s ever had, but one of the best in the world.

To get anywhere near that lofty ambition, what we need now is further and sustained improvement.

With two fleets of new trains on their way, the longed-for extra seats commuters are desperate for should be with us soon.

But there is much upgrading work still to be done across the country, and Scotrail may have to work even harder to keep passengers content until it’s done.

Scotrail was once the most punctual operator in mainland Britain. One day, perhaps it will be again.

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