Performance and reliability

We pride ourselves on our performance and our reliability is a top priority. As a member of FirstGroup plc, Britain's leading transport provider, we operate 95% of passenger rail services in Scotland, providing 2000 services a day.

We also operate all but three of Scotland's 344 passenger stations, of which 142 are staffed.

To find out more about the businesses that First operates, visit www.firstgroup.com or pick up a leaflet at any of our staffed stations.

For further details of the full range of businesses that First operates, please check online at www.firstgroup.com or pick up a leaflet at any of our staffed stations.

ScotRail is a member of FirstGroup plc, Britain's leading transport provider. We operate 95% of passenger rail services in Scotland, providing 2000 services a day. ScotRail also operates all but 3 of Scotland's 344 passenger stations, of which 142 are staffed.

For further details of the full range of businesses that First operates, please check online at www.firstgroup.com or pick up a leaflet at any of our staffed stations.

Performance Standards

4 weeks ending 21 August 2010

ScotRail has set standards for the punctuality and reliability of services based on the seven Service Groups outlined below:

• ScotRail Express
  Glasgow-Aberdeen, Edinburgh-Aberdeen, Glasgow/Edinburgh-Inverness, Edinburgh-Falkirk-Glasgow
• ScotRail South West
  Glasgow-Stranraer, Glasgow/Stranraer/Girvan-Dumfries-Carlisle/Newcastle
• ScotRail Highland
  Aberdeen-Inverness, Inverness-Wick/Thurso, Inverness-Kyle of Lochalsh, West Highland Lines
• ScotRail East
  Edinburgh-Fife Circle, Edinburgh-Bathgate, Edinburgh-Dunblane, Edinburgh-North Berwick, Edinburgh-Newcraighall
• ScotRail Central
  Glasgow-Dunblane, Glasgow-Falkirk Grahamston-Edinburgh, Glasgow-West Calder/Shotts-Edinburgh
• Caledonian Sleepers
  Edinburgh/Glasgow/Aberdeen/Inverness/Fort William-London Euston
• Strathclyde PTA
  Argyle Line, North Clyde Electrics, Northern Suburban Line, Glasgow - Edinburgh via Shotts, Glasgow - Paisley Canal, Glasgow - Wemyss Bay / Gourock, Glasgow - Whifflet, Glasgow - Ardrossan/Largs/Ayr, Glasgow - Girvan/Stranraer, Kilmarnock - Ayr/Girvan/Stranraer, Glasgow - East Kilbride, Glasgow - Barrhead / Kilmarnock / Auchinleck / New Cumnock, Glasgow - Cathcart Circle / Neilston / Newton, Glasgow - Cumbernauld / Falkirk Grahamston, Glasgow - Milngavie / Dalmuir / Balloch / Helensburgh Central, Glasgow - Springburn / Airdrie / Drumgelloch, Glasgow - Hamilton / Motherwell / Coatbridge Central / Lanark, Motherwell - Cumbernauld, Glasgow - Maryhill

Punctuality

Punctuality figures shown are the percentage of trains arriving within 10 minutes of scheduled arrival time for Express, South West and Highland service groups, within 5 minutes of scheduled arrival time for East, Central, and SPTA service groups, and within 30 minutes for Caledonian Sleeper services.

Reliability

Figures are the percentage of trains actually run.

Exclusions

The following are excluded from Punctuality and Reliability performance figures: Bank Holidays, Sundays, days when season tickets have been given extensions because delays and cancellations meant no effective service was provided, and days when disruption was caused by extreme incidents beyond the control of the railway industry.

Please click here to view a pdf of exclusions

Discounts for Season Ticket holders

A 5% discount will be given when you renew your monthly or longer season ticket (subject to the conditions as stated in the Charter) if the cumulative figure (average over the last 12 months) falls below the trigger figure (shown in brackets) for your service group. If both Punctuality and Reliability cumulative figure falls below the trigger shown, 10% discount will be given. Details of discounts currently due are shown below:

Void Days

Void days are complete days when no service was available. There were no void days during this period.