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.

We also conduct two additional NRPS surveys a year to provide greater insight into the experience of our customers throughout the year.

The latest official NRPS results from Spring 2016 show that our efforts to improve customer satisfaction are working, and we met or exceeded our annual passenger satisfaction targets:

Satisfaction Spring 2016 % Annual average % Annual target %
Overall satisfaction 87 88.5 88.5
Punctuality/reliability 86 86 85
How we handle delays 43 47 43

Find out more and view latest NRPS results here

The latest survey measured our customers' satisfaction over January to March 2016 (reported as Spring 2016 results). We maintained the same overall satisfaction score from Spring 2015 during a period of significant and unprecedented challenges, including:

  • Recovering from the Forth Road Bridge closure
  • Damage to ScotRail network caused by Storm Frank

The survey revealed that the punctuality and reliability of our services, cleanliness of our trains and the environment of our stations were the most important factors to our customers. Improving these and other essential parts of your ScotRail journeys are our priorities for 2016 and beyond.

The NRPS results for Autumn 2016 are due to be available in January 2017.

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: