Transparency

At ScotRail we are committed to being transparent about what we're doing and what's happening on the network, now and in the future.

This page brings together links to key information across our website, covering performance, customer satisfaction, engineering works, facilities and travel information.

We work as part of an alliance with Network Rail to continually make our train services more reliable and run on time. All our services are monitored every day, including Sundays and Bank Holidays.

The standard for measuring train service performance is the Public Performance Measure (PPM). It is made up of two distinct elements - punctuality and reliability. We have targets for our PPM, both for the network as a whole, and broken down by regions.

We publish our results online for the previous day and previous month.

View performance results

The quality of the service we deliver to our customers is important to us. That's why we're improving the ways we measure customer satisfaction across our stations, on board and with our people.

We're part of the National Rail Passenger Surveys (NRPS) run by Transport Focus and officially undertaken twice a year. These surveys provide insight into how satisfied our customers are with our services and the performance of our trains.

The latest official NRPS results from Autumn 2016 reflect that ScotRail is undergoing one of the biggest upgrades to Scotland's rail network since it was built in Victorian times. While we have done everything to keep people moving during this work, there was more disruption than normal and this is clear from our scores:

Satisfaction Autumn 2016 % Spring 2016 % Annual average* %
Overall satisfaction 83 87 85
Punctuality/reliability 80 86 83
How we handle delays 38 43 41

*NRPS satisfaction score averaged across the Spring and Autumn 2016 waves.

Find out more and view latest NRPS results here

The latest survey measured our customers' satisfaction from September to November 2016 (reported as Autumn 2016 results). It was the first survey carried out following the five month closure of the upper platforms at Queen Street Station.

The work at Queen Street followed on from a similar project at Winchburgh Tunnel and is part of the multi-billion pound investment in Scotland's railway that is currently underway. This includes:

  • Electrification of the line between Glasgow and Edinburgh and the Shotts line
  • Electrification of the line between Stirling - Dunblane - Alloa
  • A major upgrade of the line between Aberdeen and Inverness

The survey revealed that punctuality and reliability of our trains, alongside the environment of our stations and the capacity of our trains were the most important factors for our customers.

Please contact us if you would like to make a comment or ask a question about our service.

We publish live travel information on our homepage throughout the day, detailing any disruption across the ScotRail network.

Network Rail publishes information on the common causes of delays, and what is being done to reduce them.

If you're travelling on one of our trains and your journey is delayed by 30 minutes or more, we guarantee to offer vouchers towards the cost of a future journey.

We want to help you plan your journey with confidence so we publish information on engineering works and timetable alterations that could impact on your travel plans.

Short-term engineering works are displayed as PDF files. Long-term engineering is shown in detail in our timetables.

We publish information about facilities and opening times at all our stations.

ScotRail is dedicated to assisting disabled customers and people with reduced mobility. We aim to provide assistance to those who need help when travelling on our network whether this has been booked in advance or not

You can plan your journey and buy tickets online, from the ticket office at a staffed station, a ticket vending machine or by phone. We publish information about the different ticket options to help you decide which one is right for you.

ScotRail is dedicated to assisting disabled customers and people with reduced mobility. We aim to provide assistance to those who need help when travelling on our network whether this has been booked in advance or not.

​ScotRail is operated by Abellio and we’re dedicated to transforming travel services for Scotland. Click on the links below to find out more about: