Contact us
Follow us on
Services
Q. Are there plans to introduce a Sunday service between Glasgow and Edinburgh via Shotts? A. There are currently no plans to introduce this service. However, possible service enhancements are being developed with Transport Scotland under the Edinburgh Glasgow Improvement Programme.
Q. Would it be possible for the Glasgow to North Berwick service to stop at Bellshill? A. Glasgow to North Berwick services do not pass through Bellshill as they run by the main line between Uddingston and Motherwell. However, possible enhancements of services through Bellshill are being developed with Transport Scotland under the Edinburgh Glasgow Improvement Programme.
Q. What was the reason for shortening the Glasgow to Ardrossan service from six to three carriages last month? A. Services on this line were affected by a small number of train and infrastructure failures during last month, causing some services to be shortened. These have now been resolved and customers should see an improvement.
Q. Are there plans to alter the platforming of trains arriving into Glasgow Central from Ardrossan in the morning peak? The service regularly comes into Platform 11A (now Platform 12). A. Platforming is governed by and kept under review by Network Rail who manages the station. The introduction of the Glasgow Airport Rail Link will result in the addition of a new full-length platform. All platforms in the station have been re-numbered and as a result, platforming will be reviewed.
Q. If the 1730 service to Carlisle is to be delayed, can an announcement be made in enough time to allow customers to get the 1737? A. Whilst every effort is made to despatch the 1730 in front of the 1737, if the cause of delay is – for example – an evolving situation over a problem with the train it may not be possible to give significant notice.
Q. Are there plans to alter the platforming of the evening service from Glasgow Central to Neilston? It often comes in as the Carlisle service is being called and many customers are unable to make the service as the gateline is very busy. A. There are plans to try and alter platforms in the near future so these services do not depart from neighbouring platforms. First ScotRail staff have been advised to try and ease congestion and allow customers through in the meantime.
Q. Is there a particular reason for the regular late-running of the 0935 Johnstone to Glasgow Central service? A. Safety is our key priority, and autumn conditions can cause problems. We therefore have to be extra vigilant and take into consideration such aspects as lengthened braking distances and speeds, which have impacted on this service. Delays are also occasionally caused by technical faults on trains.
Q. Is there a particular reason for the recent late-running of the 0630 Clarkston to Glasgow service? A. First ScotRail's Public Performance Measure (PPM) – a combination of Punctuality and Reliability – shows that services operating on the East Kilbride line are currently 93% punctual. One of the major factors for delay is the increase in passenger numbers at stations. This means it takes slightly longer for people to board and alight.
Further information on performance measures can be found in our Passenger Charter – available online and at stations.
Q. Is there an alternative way to travel from Dunblane to Glasgow now that the timing of the 0930 service – which carries passengers on an off-peak ticket and arrives in Glasgow for 1000 – has been changed to depart at 0906? A. Passengers can take the 0928 Dunblane to Edinburgh service which connects with the 0951 Stirling to Glasgow service arriving at 1031.
Q. Would it be possible to state off-peak trains by departure rather than arrival time? A. The current system – which deems a train to be off-peak after 0915 – is the simplest system for staff and customers alike. However, whilst there are no current plans to alter this, the matter will be raised for investigation.
Q. Are there plans to improve early morning services from Bishopbriggs and Lenzie to Glasgow Queen Street in order to benefit nightshift workers? A. There are no current plans to alter these early morning services. Network Rail requires this time to undertake essential overnight line maintenance and unfortunately, any early morning service alterations would risk encroaching on this time
Q. Are there plans to introduce more services on the Glasgow Queen Street to Springburn line during peak times? A. Transport Scotland is developing a proposal to divert Cumbernauld services via a new line at Garngad into Queen Street Low Level which would have an impact on the present pattern of services.
Q. Are there plans to change the calling pattern of the Edinburgh to Glasgow service so that it alternates between Polmont and Linlithgow? A. The calling pattern of particular peak-hour services will be reviewed during the development of the Edinburgh Glasgow Improvement Programme, which is led by Transport Scotland in conjunction with First ScotRail and Network Rail.
Q. Was there a reason for the frequent cancellation of the Glasgow Central to Paisley Canal service throughout November? A. Unfortunately, a small number of services on this route were cancelled in November as a result of either technical faults with trains, signalling or points problems – these instances decreased in December. In order to ensure the safest possible outcome, cancellations are sometimes unavoidable in these situations.
Q. Is there a particular reason for the Glasgow Queen Street to Springburn service being frequently cancelled due to service disruption? A. Unfortunately, in the aftermath of service disruptions it is necessary to cancel or delay certain services in order to aid to service recovery. During November, some cancellations of Glasgow Queen Street Low Level services were caused by technical faults with trains and problems caused by autumn weather conditions. However, our records do not show a large number of cancellations of the Springburn service in comparison with other services on the same line.
Tickets, Fares and others etc
Q. Can the overflow car park at Bishopton Station be gritted during icy weather? A. The overflow car park at Bishopton Station is owned by Renfrewshire Council who are responsible for ensuring that it is gritted as and when required.
Q. Is it possible to ensure that the edge of Platform 11A (now Platform 12) is properly gritted during icy weather? A. Gritting of platforms at Glasgow Central is the responsibility of Network Rail who manages the station. They have been advised on this matter and have briefed their staff.
Q. Are there plans to introduce an off-peak fare applying to customers travelling before 0700? A. Season tickets are already heavily discounted in order to provide the best value for money for commuters. This type of off-peak fare would introduce complexity to the recently simplified fares, as a train that starts its journey before 0700 may cease to be eligible while en route. As a result, there are no plans to introduce such a product.
Q. Are printed timetables available at all stations? A. Timetable leaflets are available at all staffed stations and timetable posters are displayed at all stations.
Q. Are there plans to fix the customer information monitors at Dunblane and Queen Street Low Level stations? A. The problems with the monitors at Dunblane have been reported and First ScotRail is currently in the process of trying to update the monitors. As the monitors at Queen Street Low Level are sub-surface, they are maintained by Network Rail who have been made aware of the faults.
Q. Are there plans to improve disabled access at Springburn Station? A. There are no present plans to undertake this project but we will raise this point for investigation. Priorities for the Access for All Programme are set by Transport Scotland in consultation with stakeholders.
Q. Is there any way to guarantee that tickets can be purchased on-train as the queue in Queen Street Station can be very busy? A. Customers are advised to buy before they board. On-board staff do go through the carriages and when no ticket opportunities are available at stations, tickets can be purchased on trains.
Q. Can an alternative measure be put in place when Class 170s (Hull Turbos) are used on Edinburgh to Inverness routes as the labels are not compatible with the seat reservation system? A. The ex-Hull Trains Class 170s are scheduled to be used on particular services, and this is reflected in the seat reservation system. We will, however, raise this point to be investigated.
Q. Would it be possible for First Class Anytime tickets to have a 30-day validity period like the previous First Class Open Returns to allow more flexibility? A. The conditions of these tickets are set nationally so this decision could not be taken by First ScotRail alone. The return portion of a First Class Anytime ticket is still valid for one calendar month with the outward portion valid on the day stated as a revenue protection measure.
Q. What are the current terms and conditions of travelling between Edinburgh and Dumfries on Club 55? A. Club 55 is valid on the services of all operators via Glasgow or Carlisle after 0915 Mondays-Fridays and all day at weekends.
Q. Are there any plans to re-open the station at Kirkintilloch or build a new station to reintroduce Kirkintilloch, Milton of Campsie and Lennoxtown to the network? A. Unfortunately, capacity on the line between Glasgow and Lenzie is limited. However, we are investigating a range of opportunities in this area in consultation with industry partners. East Dumbartonshire Council has also received Smarter Choices, Smarter Places funding for Lenzie to Kirkintilloch which may help to promote more travel options other than driving to and from Lenzie Station.
Q. Was there a specific reason for the cancellation of the 1752 Glasgow Queen Street – Cumbernauld on Friday 7 November and Monday 10 November? A. Safety is our key priority, and autumn conditions can cause problems. We therefore have to be extra vigilant and take into consideration such aspects as lengthened braking distances and speeds, which have impacted on these services.
Q. Are there plans to add extra carriages to the 0745 and 0815 services from Stepps to Glasgow Queen Street? A. We constantly review allocation of our rolling stock and make any necessary changes. We are looking at these particular services and possible reallocation will take place next year.
Q. Is the 1733 from Glasgow Queen Street to Kirkcaldy a direct service? A. Yes, this is a direct service from Kirkcaldy to Glasgow. There is also a direct service leaving Kirkcaldy at 0715, arriving at Glasgow Queen Street at 0848.
Q. Punctuality on peak time services from Dundee to Glasgow has not been as good recently – is there a specific reason for this? A. Safety is our key priority, and autumn conditions can cause problems. We therefore have to be extra vigilant and take into consideration such aspects as lengthened braking distances and speeds, which can have an impact on punctuality.
Q. Would it be possible to provide platform information more quickly or board trains at Queen Street any earlier? A. Platform announcements are made as quickly as possible to allow customers time to reach and board their train. Trains are required to be serviced prior to departure so announcements can depend on the arrival time of the train and the time taken to ensure it is clean prior to customers boarding.
Q. Why does the catering trolley disembark at Dundee on the Aberdeen to Glasgow Queen Street services? A. On longer journeys such as Aberdeen to Glasgow, the catering trolley if removed at a specified location and another one put on to ensure stock is available for customers. There may occasionally be cases where trolleys may have to switch services in the event of disruption, thus preventing full coverage throughout the journey.
Q. Why do services from Edinburgh to Bathgate not stop at Livingston North? A. The service would only miss Livingston North is if it is running late on the outward journey so as to start from Bathgate on time.
Q. Why does the ScotRail customer service team request customers contact Network Rail with regards to signal problem complaints? A. First ScotRail operates the trains but Network Rail manages the track, points and signals. To provide customers with a comprehensive response, it is necessary that they speak directly to Network Rail.
Q. Are there plans to supply more refreshments on services between Inverness and Edinburgh? We currently offer a trolley service on all routes between Edinburgh and Inverness. However, we are in process of changing to a new wider range of products including a new sandwich range, greater choice of soft drinks, and a new brand of coffee. There are also plans to reintroduce buffet cars on these services, which will enable us to offer a range of hot snacks as well.
Q. Are there any plans for a faster service between Perth and Edinburgh? A. There are currently no plans for a faster service between Perth and Edinburgh. However, the new December timetable will increase the frequency between the two to hourly.
Q. Are there any particular issues on Fife Circle which cause problems with punctuality? A. As a circular route, the Fife Circle will always be challenging because in the event of late running a service cannot readily be turned en route to make up time. Performance has also been affected by adhesion difficulties recently due to leaf fall.
Q. Can improvements be made to the announcements at Paisley St. James regarding delays? A. We have recently been experiencing technical difficulties with the Long Line PA at Paisley St James due to a cable fault. This fault is being investigated and rectified. In this situation, the help point on the platform can be used to contact customer service centre staff, who will be able to provide service updates.
Q. Why does the cancellation/delay of the Glasgow – Edinburgh service cause customers to be taken off the 1722 Glasgow Queen Street to Cumbernauld or make the train leave late? A. Late running on the Glasgow to Edinburgh route can cause Cumbernauld trains to lose their slots out of Queen Street and at Cowlairs.
Q. Are there plans to introduce extra carriages on the Glasgow Queen Street to Stepps service now that extra stops have been added? A. Transport Scotland is working on the development of a major recast of the network which could enable more capacity to be provided on the Cumbernauld route.
Q. Would it be possible to introduce a season ticket that incorporates the subway and park and ride, without having to pay for bus travel as with the Zonecard? A. Day through tickets already exists from rail to subway but this has not been extended to season tickets. Zonecard is a cost-effective option which gives a number of travel choices.
Q. If an off-peak return is incorrectly purchased in the morning and is not valid for the return journey, what can be done to rectify this? All First ScotRail staff are trained to ensure that customers purchase the correct ticket type and are aware of the off-peak travel times. In the event where a ticket is mistakenly purchased through another ticket office, customers have the choice of waiting until the ticket is valid for travel or paying the difference to upgrade to a peak-time single.
Q. Why do seat numbers on trains not always flow regularly down a carriage with gaps? A. Different trains are made up of different numbers of carriages, generally two or three. When these are joined together to create a longer train, the seat numbers will begin again in the joined section.
Q. Are there any plans to consider introducing the inclusion of parking for flexipass holders, as with season tickets? A. We are currently reviewing our car parking charges and discounts offered to season ticket holders, with a view to having a more standard approach across all our pay car parks. It is unlikely that this review would recommend the inclusion of parking for flexipass holders. We cannot change any car parking charges, or introduce new charges, without the consent of Transport Scotland.
Q. Are there plans to introduce an annual season ticket exclusively for off-peak travel? A. There are no current plans to introduce such a product. Experience from other train operators has shown that off peak season tickets are not successful in attracting passengers to travel off peak.
Q. Are there plans to introduce a TVM at Thornliebank Station? A. There are at present no plans to introduce a TVM at Thornliebank station. However, TVM requirements are kept under review.
Q. Is there any discount on an annual season ticket from Thornliebank to Glasgow Central? A. An annual season for this journey represents a discount of 36% when compared with purchasing standard day returns each day. This is based on someone travelling 5 days a week for 46 weeks of the year.
Q. What is the policy on how much change the conductor is allowed to accept? A. The only change that we have a restriction on is bronze, which is set at a limit of 21 pence for on-train staff. All other combinations are acceptable when purchasing tickets.
Q. Can something be done to improve the heating system on Class 314 trains on the Cathcart Circle? They can be very hot when the heating is on. Also, the overhead racks are not cleaned enough. A. Due to Class 314s being older than the rest of our fleet the heating control systems are only operated with an on/off switch. As a result, staff are unable to alter the temperature on these services. We will review arrangements for the cleaning of the overhead racks.
Q. Are there plans to add more carriages to the 0832 Parkhouse to Glasgow service? A. We keep the allocation of our rolling stock under constant review. However, there are no current plans to lengthen the 0825 Anniesland to Queen Street service.
Q. Would it be possible to amend passenger announcements for approaching trains at Partick and Hyndland Stations to include the stopping pattern for the service? A. This information is available on the platform monitors. Due to the number of trains calling at this station there is insufficient time to announce the calling pattern of every service.
Q. Are there plans to have more carriages on Cathcart Circle services during the morning peak? A. We keep the allocation of our rolling stock under continuous review. All of our rolling stock in use at this time, however we will closely monitor this service and make any necessary changes.
Q. Why are trains on the Cathcart Circle reduced from every ten minutes to every 20 minutes after 1720, which is during the evening peak? A. Services are reduced in order to manage the greater numbers of trains coming in and out of the station at this time.
Q. Why do Cathcart Circle trains almost always come into Glasgow Central at platforms 8 and 9 with other trains present, when platforms 1-7 are mostly empty? A. Platforming at Glasgow Central is managed by Network Rail. We will raise this with them to take into consideration.
Q. Would it be possible to give more notice of boarding platforms for trains at Glasgow Central? A. Platform announcements are made as quickly as possible to allow customers time to reach and board their train. Trains are required to be serviced prior to departure so announcements can depend on the arrival time of the train and the time taken to ensure it is clean prior to customers boarding. The station is about to be re-signalled, and we hope that the new system will allow platform information to be transmitted more quickly.
Q. Has a date been agreed for the building of the double-decked car park at Croy? A. Tenders for this Strathclyde Partnership for Transport (SPT) managed project have been obtained and a date is still to be finalised.
Q. Are there any plans for a new station at Mossend? A. There are currently no plans for a new station at Mossend.
Q. Are there plans to construct a footpath or pavement at the entrance from Hamilton Road onto Platform 2 at Bellshill Station? A. This is a matter for North Lanarkshire Council and should be raised with them. Should plans progress, we would work in partnership with them.
Q. Will customers holding season tickets be entitled to any kind of refund as a result of the recent Network Rail strike? A. In line with the National Rail Conditions of Carriage, customers will be entitled to compensation in the form of the equivalent time of the impact on services added onto their renewed season ticket.
Q. Is there any way of guaranteeing that a ticket examiner or conductor will come through the train in order to allow customers to purchase tickets at peak times? A. Customers are advised to buy before they board. On-board staff do go through the carriages and when no ticket opportunities are available at stations, tickets can be purchased on trains.
Q. Are there plans to extend Flexipasses to other routes, particularly following the opening of Airdrie-Bathgate? A. There are plans to introduce Flexipasses on more routes in 2009. Their extension is conditional on the presence of automatic ticket gates at one end of the journey in order to aid revenue protection.
Q. Are there plans to install a TVM (Ticket Vending Machine) at Parkhouse Station? A. There are currently no plans to install a TVM at this station.
Q. Why is there a 30p charge to use the facilities at Glasgow Central Station? A. This charge covers the cost of cleaning and general upkeep. Glasgow Central Station is managed by Network Rail and this matter should be raised with them if further information is required.
Q. Why can SPT Zonecards not be purchased until a Monday morning? A. If you already hold a Zonecard a new one can be purchased from the Thursday preceding the expiry date of the current one. If purchasing one for the first time, it can be purchased from the Saturday prior to its validity. Any further enquiries regarding Zonecards should be put to SPT.
Q. Would it be possible to have TVMs positioned closer to the barrier at Glasgow Central? A. TVMs must be positioned in at a location which will not restrict the flow of traffic through the station.
Q. Would it be possible to programme TVMs to give timetable information at the point of purchase? A. The main function of the self-service ticket machines is to provide passengers with quick and convenient access to 'walk-up' fares. They also allow tickets to be purchased prior to boarding at unstaffed stations. Every station currently has all of the relevant timetable information for that line of route, and connecting routes, on easy to read posters. We will however, raise this subject at the next service meeting with the TVM manufacturer by the relevant FSR manager.
Q. Would it be possible to have on-train announcements asking passengers using I-Pods/MP3 players to keep them on a lower volume so as not to disturb other customers? A. We shall review the provision of such an announcement in the National Rail Conditions of Carriage.
Q. Can something be done to improve the heating on trains from Kyle of Lochalsh, which can be cold during the winter? A. These trains have been recently refurbished. We can report this matter to our Depot Production Engineer, who will investigate if there is a specific problem and take any necessary action.
Q. Are there plans to introduce a higher speed service from Inverness to Edinburgh? A. Transport Scotland is taking forward with industry partners a study into the upgrade of the Inverness-Perth line to accommodate an hourly passenger service which could result in substantial reduction in journey times. At present we do not have a specific timescale for when this may happen.
Q. Would it be possible to increase the number of carriages on peak-time services or increase the frequency of the service between Edinburgh and North Berwick, including the 0810 Longniddry to Edinburgh and the 0720 North Berwick to Edinburgh? A. The trains that operate along this route are already running with the maximum number of carriages to fit the platform lengths. The frequency of services is already at capacity along this route.
Q. During disruption affecting services between Edinburgh and North Berwick, varying information can be given to customers as to the reason. Is anything being done to improve on this and can other trains be used to transport customers forward? A. We are automating our long line public address system so as to improve the quality and consistency of announcements at stations. When a train fails, another train may be deployed to take passengers on to their destination, or alternative transport is arranged. However, in these circumstances it can take a period of time to organise.
Q. Are there any plans to increase the hourly service between Edinburgh and North Berwick to half hourly like the Saturday service? A. Transport Scotland is consulting on options for a possible Edinburgh to Dunbar local service, which could serve selected intermediate stations, including North Berwick.
Q. Can something be done to improve the overall cleanliness of trains on the North Berwick route? A. The trains undergo a periodic heavy clean, however, if there are any specific issues on-train, these can be raised with staff and necessary action will be taken.
Q. Are there any plans to introduce a train from Edinburgh Waverley to North Berwick after 2307 hours? A. Running trains any later could encroach on the time needed by Network Rail to conduct essential overnight maintenance to the track. It would be for Transport Scotland to consider whether the introduction of later trains would be a viable option.
Q. Are there plans to introduce more trains or carriages on services from North Berwick to Edinburgh, particularly on Friday and Saturday nights? A. There are currently to plans to introduce more services following the additional 2120 service added in 2007 as all of our rolling stock is in use. Any change in the rolling stock would require the agreement of Transport Scotland.
Q. When will the screens that were damaged during flooding at North Berwick be fixed? A. The damage to the screens has been reported for repair and will be undertaken as soon as possible.
Q. Are there plans to improve the service provided by JourneyAlert, which is sometimes late in providing information on journeys? A. We are always seeking to improve the quality of such services with our suppliers and will feedback this comment.
Q. Are there plans to fix the on-train PIS system on services from Edinburgh to North Berwick? A. We are not aware of a problem with the on-train PIS. However, we will raise this with the Depot Manager in order to investigate it more thoroughly.
Q. Would it be possible to alter the service between Glasgow and Edinburgh to run three express trains per hour with one local via Cumbernauld, and the other stopping at Lenzie? A. The Transport Minister announced in September 2007 the Scottish Government’s vision for the improvement of services between Edinburgh and Glasgow which by 2016 will provide 13 trains each way per hour on four routes with a minimum journey-time of 35 minutes.
Q. Are there any plans to fix the roof at Inverness Station as there are times when a lot of water lies on the concourse? A. We are currently in discussion with Transport Scotland and Hitrans about a substantial refurbishment for Inverness Station.
Q. Are there any plans to introduce more bike lockers or other spaces for bikes at Inverness station? A. There are currently no plans to install additional lockers. We have introduced additional cycle-lockers at stations round Inverness in partnership with Hitrans, and will keep the situation under review with them.
Q. Are there plans to extend the car parks at Drem, Longniddry or North Berwick Stations? A. The car park at Drem already utilises all of the land in railway ownership. Extending any of the car parks further would require the involvement of East Lothian Council, who have recently provided a new park-and-choose site near Wallyford Station.
Q. Fares increases on services between Edinburgh and North Berwick seem high; is there a reason for this? A. Fares increases reflect the Retail Price Index, and are made in agreement with Transport Scotland.
Q. Can more staff be on-hand to check tickets at Edinburgh Station to reduce the time it takes to get through? A. We will monitor this and make any necessary enhancements to the numbers of revenue protection staff between different platforms at Waverley.
Q. Would it be possible for on-train staff to carry customer comment cards? A. On-train staff are already required to carry a range of literature. Comment cards are available from booking offices and customer comments can also be emailed via the website.
Q. Would it be possible for ticket vending machines to allow the pick-up of pre online purchases? A. Online and telesales purchases can currently be collected from 90 Ticket Vending Machines on departure. This is not yet available at 50 further machines, which we are currently working on making operational within the next 7 – 10 days.
Q. Are there any plans to extend the Kids Go Free promotion to include children travelling with grandparents using senior railcards or concession cards? A. Kids Go Free is already a heavily discounted product, and there are currently no plans to introduce a senior concession or senior railcard version.
Q. Are there any plans to introduce extra capacity on the 0946 Aberdeen to Huntly? A. Additional journey opportunities for stations on this route are under consideration for the December timetable.
Q. Why are there no hourly trains between Inverness and Aberdeen? A. The present infrastructure has insufficient passing places to accommodate an hourly service, but upgrading to do so remains a longer-term aspiration of Transport Scotland.
Q. Why are problems occurring with the reservation system for the new refurbished class 158 trains and when will these problems be resolved? A. During the period when the refurbishment was taking place, trains with two different seat configurations were operating, refurbished and non-refurbished. With the refurbishment programme complete this will settle down.
Q. Are there any plans to introduce a hospitality service on the 0625 and 0728 services from Aberdeen to Inverness? A. There are no present plans to extend catering to these services.
Q. Are there any long term plans to improve the service between Kilmarnock and Ayr? A. A recast is proposed for winter 2009 in association with completion of the extended double track between Barrhead and Kilmarnock.
Q. Are there any plans to provide additional carriages on the 1737 from Glasgow Central to Paisley Canal or on peak time East Kilbride to Glasgow services? A. All of our rolling stock is currently allocated at this time; however, we do continually try to ensure that our available capacity matches demand. Some other services on the Paisley Canal route are already strengthened to four carriages.
Q. When is the increased service between Glasgow and Kilmarnock to be introduced? A. December 2009 subject to Network Rail completing works to improve line capacity. The service will be half-hourly; however the calling pattern of the trains is still to be decided.
Q. Are there any plans to improve Lochwinnoch station and replace the waiting shelter on the ‘Glasgow-bound’ platform? A. At present there are no plans to replace the shelter at Lochwinnoch station however; we are reviewing the station facilities at Lochwinnoch and other stations on that line of route. We are also in discussion with a station adopter at Lochwinnoch about improving the appearance of the station.
Q. Are there any plans to bring in new retail outlets at Aberdeen station in addition to the existing café? A. Union Square Development is opening in autumn 2009, which will be a large shopping centre with many large retail outlets, seating and a food court with restaurants, cinema etc., which are open late in the evening so there will be more choice adjacent to the station.
With regard to the station itself, the only issue with introducing new outlets is space.
Q. Are there any plans to install lifts or a new footbridge at Dalmuir Station, which will improve access? A. Dalmuir is one of the stations selected by Transport Scotland for its Access for All programme, and work is due to start in spring 2009 on provision of stepfree access. This will include the construction of a new bridge and three lifts, followed by a new station building by Network Rail.
Q. Are there any plan to increase capacity on services from Lenzie to Glasgow, in particular the 0825? A. We are currently monitoring the number of passengers using this route in order to ensure that we are meeting demand for the service.
Q. Why is on-train heating used on busy services during summer months? A. If there are any particular issues on a specific train, they can be referred to a member of staff who will then investigate. Traincrew can override heating to reduce temperature.
Q. Are there any plans to provide a later service to Oban on Sundays in addition to the 1821 during the winter timetable; or plans to provide connections further south from the 1821? A. The Highlands and Islands Transport Partnership in Scotland are investigating a possible recast to provide additional journeys on the Oban route.
Q. Are there any plans to add extra carriages to the 0811 Glasgow Queen Street to Oban? A. On weekdays during summer the 0821 has four carriages.
Q. Are there any plans to provide additional bike space on trains out of Glasgow Queen Street or to introduce a more customer-friendly bike rack? A. The different designs for the bike rack came as a result of consultation with cycling groups and the desire to increase capacity. The recent refurbishment of Class 158 trains has seen horizontal cycle racks installed.
Q. Are there any plans to add extra carriages on the 1815 Queen Street to Edinburgh service? A. Services revert to three carriages with effect from the 1815 train, but we will keep its capacity under review and have already introduced an additional 1915 to help spread the peak.
Q. Are there any plans to improve facilities at Hillfoot station for purchasing tickets? A. Additional opportunities for Ticket Vending Machines are kept under review with Transport Scotland.
Q. Why do trains from Charing Cross sit outside Queen Street Station for several minutes before entering – this can cause customers to miss their connection? A. Services may have to be held by signals due to congestion ahead. The service-pattern on this route will have to be reviewed to take account of the new Airdrie-Bathgate route.
Q. Are there any plans to introduce Juniper electric trains on the Helensburgh to Airdrie line? A. Juniper Class 334 trains already work a proportion of services on this route. The number is likely to increase when new trains are introduced on the Ayrshire route. Q. Are there any plans to introduce extra carriages to the 0808 service between Drumgelloch and Charing Cross? A. The service-pattern on this route will have to be reviewed to take account of the new Airdrie-Bathgate route.
Q. Would it be possible to have more staff cleaning the trains at Drumgelloch, particularly later in the day? A. We want to provide the most clean and comfortable environment that we can for our customers. As a result, cleaning services are allocated depending on where they have the most impact. However, we will keep this point under consideration.
Q. Would it be possible to introduce a system whereby customers can purchase a Zonecard on-train, rather than purchasing a regular ticket and applying for a refund when purchasing at stations? A. On-train ticket issuing systems are not currently capable of issuing Zonecards.
Q. Could extra plug sockets be introduced on-train in standard class? A. There are no plans to extend plug sockets from Business to Standard Class
Q. Why are train tickets so expensive? A. First ScotRail provide a range of ticket types and prices to suit different budgets. For example, a journey between Edinburgh and Aberdeen is available from just £10. For regular commuters season tickets offer 5 days travel for the price of 4. Flexipasses are also available for people who travel regularly but not every day.
Q. Would there be any way that a ‘RailMiles’ scheme designed in the same manner as ‘AirMiles’ could be introduced for frequent travelers who do not have flexipasses? A. Membership of Advance is open to all First ScotRail Season Ticket and Flexipass holders, First Class Ticket holders and Caledonian Sleeper customers.
Joining Advance is free, just visit the FSR website complete the on-line application form or alternatively ask for an application form at staffed First ScotRail stations. Once we process your application you'll be sent your membership pack enabling you to start enjoying being an Advance member straight away. As a member of Advance you can look forward to receiving regular postal and e-mail newsletters containing news and information about First ScotRail together with fantastic deals available only to Advance members from discounted leisure rail travel, weekend breaks away and deals negotiated with a number of approved 3rd party organisations including brand name high street stores, entertainment offers and great savings on days out. Advance also has its own web pages exclusively available to members.
Q. Are there plans to introduce a credit card payment facility on the car park machine at Aberdeen station? A. We are actively investigating the introduction of credit card payment and hope to have this in place by the end of the year. There is a possible software issue which we are waiting for Town & City Car Parks to resolve.
Q. What is the policy for parents who wish to take advantage of the ‘Kids Go Free’ promotion at un-staffed stations? A. Kids Go Free tickets are available on-train. Anyone experiencing difficulty in obtaining these tickets on-train should contact us with their details so that we can investigate.
Q. Why are Zonecards only valid Sunday to Saturday? A. The Zonecard is ‘owned’ by SPT and it is difficult for them to move away from pre-dated as they are available in shops. Terms and conditions are set by SPT to whom further queries should be addressed.
Q. Would it be possible to purchase a return tickets on the Edinburgh to Glasgow or Edinburgh to Stirling line for use the next day? A. Fares on the Edinburgh to Glasgow and Edinburgh to Stirling routes are day fares as the vast majority of passengers travel out and back on the same day. In the interests of a simple fare structure we would not wish to introduce additional layers of pricing.
Q. Are customers queuing on platforms at Glasgow Central to purchase tickets breaching health and safety requirements, as the trains may be moving when platforms are quite busy? A. Movement of trains into and out of terminal platforms is at very low speeds, being regulated by signalling and by the Train Protection and Warning System. Therefore, there are no safety concerns related to customers queuing on platforms.
Q. Why does the 1725 Glasgow to Gourock service not stop at Bishopton? All other express services do and by not doing so, means that the train afterwards can get very busy. Would it be possible to schedule in a stop? A. The 1725 service does not stop at Bishopton to avoidt possible overcrowding. However, the proposed introduction of new trains which will provide greater capacity, may allow us look at the opportunity of adding this stop to the service.
Q. Can anything be done to improve the punctuality of the 0659 service from Larbert to Glasgow which is often around 3 minutes late? A. We will monitor this service to see if there is any specific reason for the delay. If a reason is identified, we will look to resolve it.
Q. The buffet car on some of the trains which operate on the Highland Line is frequently closed. Is anything being done about this? A. We are currently looking at reintroducing the buffet car on these trains which was closed due to technical issues. A trolley service is provided for customers instead.
Q. Are there any plans to introduce a more advanced ticketing system such as Oyster ticketing? A. We are currently looking at a number of options for advanced ticketing schemes and hope to run a trial in the near future.
Q. Are there any plans to increase the number of bike spaces on the ex Hull trains? A. There are currently no plans to increase the number of cycle spaces on these trains. However, we will keep this in mind for any future refurbishment programmes.
Q. Why are the savings on Flexipasses greater for those travelling between Larbert and Edinburgh than for those travelling between Larbert and Glasgow? A. Flexipass fares are related to the standard fares for their routes, which are not mileage based.
Q. Can something be done to improve the general cleanliness of trains operating through Stirling? A. Comprehensive cleaning programmes are undertaken by dedicated train care teams. Under the Service Quality Incentive Regime, we have committed to ensuring our trains are of a high standard for customers. We will monitor those services which operate through Stirling and take any necessary action.
Q. What is the discount given to holders of Young Scots Railcards who have season tickets? A. The Scottish Youth Railcard gives a saving of 34% on fares for journeys within Scotland for 16-18 year-olds and young full-time volunteers.
Q. Is it possible to provide more capacity for both passengers and luggage as well as more regular services on the Glasgow to Ayr route? The services to Prestwick airport are great but the train can get full especially with everyone’s luggage. A. We regularly monitor our services and allocate rolling stock where there is the greatest demand for capacity. All our rolling stock is currently in use at this time. However, we are also working with Transport Scotland at options for increasing capacity. During the summer and in the run up to Christmas, services operate half hourly, providing more travel opportunities
Q. Will the half hourly service enhancements planned on the Kilmarnock line include Dunlop? A. Calling patterns are a matter for Transport Scotland. However, a proposed timetable does include trains calling half-hourly at Dunlop as well as Barrhead, Stewarton and Kilmaurs.
Q. Are there any plans to add additional carriages on the 0810 service from Stepps to Glasgow? A. We are currently looking at this service for strengthening should additional rolling stock become available.
Q. Are there any plans to introduce a Sunday service between Glasgow Queen Street and Gilshochill? A. A Sunday service is available in the run-up to Christmas. There are currently no longer term plans.
Q. The new service from Alloa is fantastic. Are there were any plans to make it a 15min frequency service? A. There is not sufficient capacity on the line to accommodate four trains an hour at this time. Any enhancements would have to be approved by Transport Scotland and be considered in the context of other aspirations for improvement of services through Stirling.
Q. Are there any plans to introduce an earlier service on a Sunday between Dunblane and Glasgow? A. Start times are governed by Network Rail who are required to carry out essential line maintenance.
Q. The 1715 service between Edinburgh and Glasgow is announced as having a trolley service but no trolley comes through. This can happen quite often. A. This service comprises of two three carriage trains which does not allow internal passage between them. This and other six carriage trains are provided with a trolley service in both sections of the train.
Q. Can something be done to improve the arrival time of the Hyndland train at 4.17pm into Glasgow Central, which is timetabled to arrive at 4.26pm – allowing an onward connection to Ayr at 4.30pm – but is generally late. A. Network Rail is currently looking at track enhancement options which will improve the punctuality of these services. More comprehensive works by Network Rail are planned for 2010.
Q. Are there any plans to consider a direct service between Troon to Edinburgh? A. Strathclyde Partnership for Transport (SPT) has proposed a Glasgow Crossrail scheme that may deliver such a service. The decision would be for the consideration and decision of Transport Scotland.
Q. Would we consider introducing an earlier service on a Sunday to Prestwick as currently the first train is not until 0900? A. Start times are governed by a requirement by Network Rail to carry out essential line maintenance.
Stations
Q. Are there any plans to install ticket gates at Glasgow Central Station? A. We are currently working on plans that will look at providing automatic gates at a number of stations across Glasgow Central.
Q. What ticket types are available for frequent travellers in the Ayrshire area into Glasgow? A. Weekly, monthly and annual season tickets are available for frequent travellers along this route.
Q. Why can you book a seat in advance with a discounted ticket but not when you pay full price nearer the date of travel for trains between Glasgow and Aberdeen? A. Seat reservations are available with all walk up ticket types, usually up to two hours before departure, provided you are traveling on a train service that is reservable.
Q. Can something be done to improve the timing of text alerts? A. We continually work with our supplier to improve the quality of our service and will feed this back for further consideration.
Q. Would a First Class carriage be considered on Ayr trains? Alternatively, might they be fitted with tables and power points to allow people to work during their journey? A. There are currently no plans to refurbish the trains which operate on this route.
Q. Are there any plans to introduce a Flexipass on services between Glasgow and Aberdeen? A. Flexipasses are offered mainly on commuter routes where people travel regularly. Research has so far indicated that there is not strong enough customer demand to offer this particular ticket type on this route.
Q. Would it be possible to run more carriages on the 0700 Larbert to Glasgow Queen Street train? The 0631 train has more capacity and less people traveling on it. A. Both the 0631 and the 0700 are planned to operate with the same number of carriages. However, there are occasions when this is not always possible. We have not identified a capacity problem with this service but will monitor it.
Q. Are there any plans to increase capacity on trains between 0730 and 0830 from Lenzie to Glasgow Queen Street and between 1718 and 1818 back? A. All our rolling stock is in operation during these times and carriages are allocated where they best meet capacity demand. We regularly monitor our services however and make any necessary changes.
Q. The 0837 Bishopbriggs to Glasgow service is often late. Is there a reason for this? A. We can see no specific reason for this. However, we will continue to monitor this service in order to identify a reason and take any necessary action.
Q. Could there be a spread ofservices between Croy and Queen St during the morning peak? A. Services through Croy run at regular intervals during the morning peak, providing a number of opportunities for people to travel into Glasgow. There are 15 trains which stop between 0600 and 0915.
Q. Are there any plans to provide additional capacity on the 0810 Croy to Glasgow Queen Street? A. Six carriages is the maximum length of train possible to fit the platform at Croy.
Q. Why do trains terminate at Livingston on the Edinburgh Bathgate route when there is no notice of this on departure? A. There are occasions where a service is expected to run as per the timetable at the time of departing Edinburgh but along the route, an operational incident occurs that means we are unable to do so and are required to terminate early. Once the double tracking of this line is completed, reliability of services along this route will be improved. We do appreciate that this is frustrating for customers and look to ensure that communication is made as quickly as possible.
Q. Are there any plans to run more late night services on the Edinburgh / Bathgate line? A. With the planned re-opening of the Bathgate line through to Glasgow, a completely new service is being planned – with greater frerquency for most of the day. Earlier and later trains are also being considered and it is likely that we will be able to provide these.
Q. The CIS screens at Lenzie seem to have a delay. Train is shown as on time and is then late or the screens do not update after train has passed. A. This matter has been noted and is being investigated.
Q. Are there any plans to provide more parking at Uphall Station? A. As part of the Airdrie-Bathgate project, an additional car park is being built on the north side of the station and the existing car park will be re-configured with a significant increase in the number of spaces. Work is due for completion by the end of the year.
Q. What is the expected timescale for services being extended to Airdrie from Bathgate? A. Network Rail is already working on this project. The line between Bathgate and Edinburgh will be double tracked by the end of the year which will improve punctuality and reliability of services. Trains between Bathgate and Airdrie are anticipated to commence in late 2010.
Q. What are the arrangements for Season Ticket holders when there are engineering works being carried out? What level of refund are they due? A. As engineering is a planned event that is advertised and a replacement service is provided, there is no compensation due in these cases.
Q. Are there any plans to install a clock on the smaller departure board in Glasgow Central (at Platform 12/13 entrance)? A. Network Rail has been asked to install a clock on their small departure board. Confirmation regarding when this will happen is awaited.
Q. When disruption occurs on services between Glasgow and Edinburgh resulting in cancellations which affect Polmont / Linlithgow, can the following service stop at these destinations so that customers looking to travel here are not inconvenienced by an additional delay caused by the service pattern? A. When disruption occurs, we try to minimise the impact on customers. We need to take into consideration where the greatest impact will lie. It is a delicate balance between overall performance affecting all customers and those immediately affected by one train cancellation. At present we do not stop the next service for one cancellation but do so if further disruption occurs. We constantly review feedback and re-assess our position.
Q. Is it possible to alternate the stopping pattern of the Sunday services from Croy to Edinburgh which would resolve the issue of a 40 minute wait at Croy (except for the first and last service) – during which time an express train passes through, as this would allow for better connection times. A. We are aware of this and we are aiming to improve the connection times for customers traveling to and from Croy. This is a longer term plan as there are several factors which need to be taken into consideration before this could be implemented.
Q. Are there any plans to have an Anniesland via Maryhill service operate on a Sunday? A. There are no plans at present. However, we will keep this as a consideration for the future.
Q. Are there any plans to improve frequency on the Shotts line with the additional semi fast services between Edinburgh and Glasgow Central? A. Transport Scotland has announced that as part of their plans to improve services between Edinburgh and Glasgow it intends to see the introduction of additional trains between Edinburgh and Glasgow Central. At present, there have been no dates announced for when this will happen.
Q. Are there any plans to replace the types of trains which operate on the Shotts route? A. The route has now been cleared for Class 158 and Class 170 trains in anticipation of the additional services that Transport Scotland intends to introduce on this line
Q. Why is there a gap from 0811 to 0938 Mondays-Fridays in services from West Calder to Edinburgh? A. At this time, all available trains and crews are being utilised. We will be looking at filling the gap as part of a wider programme to bring in the improved services between Edinburgh and Glasgow.
Q. The last train from Edinburgh to West Calder is 2210, Mondays-Fridays and 2240 on Saturdays, whereas there is a 2306 Mondays-Saturdays from Glasgow – with a 0006 on Friday nights. Would it be possible to run a later train on weeknights from Edinburgh? A. We recognise that there is a case for running a later train from Edinburgh to West Calder and will bear this in mind for future timetable enhancements
Q. Can the present Sunday service which runs between Edinburgh and West Calder be extended to and from Glasgow Central and also run on Sunday mornings? A. Weekend services are restricted due to Network Rail's need to undertake engineering works. The Shotts line is currently providing a diversionary route on several Sundays during 2008 while engineering works take place on the Edinburgh-Falkirk-Glasgow route. We will be reviewing the position on Sunday services as part of any wider recast in the future.
Q. Could more trains stop at Breich now that housing has been built and more is planned in the area in the future? A. We will look into this as an option for future timetable enhancements. The Shotts line already has a considerable number of stops on it and we need to ensure that the current journey time of around 90 minutes remained a feasible option for all customers who use this line.
Q. Some trains on the Shotts line have been strengthened to address overcrowding. The 1721 Edinburgh- Motherwell is sometimes only two carriages rather than four. Is it possible for this train to always run with four carriages? A. We work hard to deliver the booked formations but there are occasions when this is not possible. We will continue to monitor this particular service.
Q. Why did no-one at Waverley Station seem to know for how many Saturdays from 29 March engineering works would be mean buses replaced trains between Edinburgh and Livingston South? A. Engineering works are announced on posters at stations and on our website. Our winter timetable makes it clear that these engineering works run on Saturdays from 29 March for its remaining duration, which continues until 17 May.
Q. Are there any plans to expand the car park at West Calder? A. We are keen to work with Transport Scotland and Network Rail on expanding car parking at our stations. We will consider West Calder and other Shotts line stations as part of our strategy for park-and-ride opportunities across the Central Belt.
Q. West Calder Station was formerly known for its gardens. Can these be restored? A. Under our Adopt A Station policy we should be delighted to work with community groups or individuals on restoring a floral presence at West Calder and other stations. Anyone interested in putting forward a proposal should contact John Yellowlees on T: 0141 335 4787
Q. Are there any plans to refurbish the older Class 170 trains? A. There are presently no plans to change the design of the seats in the Class 170s.
Q. Could Flexipasses be interchangeable between stations on the Shotts and Bathgate routes at least during engineering works - eg where buses are currently replacing trains between Livingston South and Edinburgh on Saturdays, it would be helpful if a Fauldhouse-Edinburgh Flexipass could be valid also for Bathgate-Edinburgh? A. Livingston North and Livingston South are already identified as adjacent stations, allowing passengers to use either station, so long as the higher fare is paid. The difficulty in extending this is the potential complexity of the different price levels between stations on the Bathgate line and those on the Shotts line.
Q. Why does the current timetable show only an all-stations rail-replacement bus between Edinburgh and Livingston South when there is also an express bus that leaves Edinburgh at the same time? A. Showing both buses would have made the timetable unduly complicated. Having separate express and all-stations buses helps us to manage demand while maintaining connections.
Q. Can the Class 156 trains used on the Shotts line have signage to make it easier to locate litter bins? A. Our trains formerly had too much signage, and it is our policy now to reduce the number of notices so that their interiors are less cluttered.
Q. Why do British trains have tinted glass that inhibits photography? A. Tinting reduces glare for passengers.
Q. The phone on the eastbound platform at Addiewell is not working,Can this be fixed? A. The fault in question, which has been reported, is connected to the Help Point phone rather than the public telephone. Good news for customers is that work has already begun on installing new CCTV at the station which includes the installation of new Help Points.
Q. What is the correct policy for replacing an Annual Season Ticket which has been marked by a member of staff to allow access through the manual gates rather than the ticket gates as the strip is no longer recognised? Is there a £10 charge for this or should it be free of charge – there seems to be some confusion amongst staff? A. Staff will be re briefed on this matter. A new ticket should have been issued free of charge as it had been marked by a member of staff to allow access through the manual gates rather than the ticket gates.
Q. Are there any plans to increase the number of carriages on the 0810 from Stepps to Queen Street. A. There are currently no plans to increase the number of carriages on this service. We do continually review and monitor passenger numbers though and will bear this in mind for the future.
Q. Are there any plans to increase the number of carriages on the 0810 from Croy to Queen Street? A. This service – the 0730 Waverley to Queen Street runs with six carriages already, which is the maximum length for the route.
Q. The 0917 and 1008 services from Kilmarnock are often late. Is there a reason for this? A. These services are through trains from Stranraer and Newcastle respectively. They can be affected by delays south of the border. However, we will monitor these services for any specific causes to delay.
Q. During engineering works, the 1848 Glasgow central to Ayr / Kilmarnock is a two carriage train on a Sunday. This service often carries airport customers and their entire luggage. Could this be considered for a four carriage service? A. We will look closely at this service and passenger counts will be taken with a view to providing additional capacity in the future.
Q. Are there any plans to increase the number of Sunday services through Auchinleck? A. There are no plans to increase the level of service on a Sunday at the present time. First ScotRail will discuss the case for additional services with Transport Scotland.
Q. Are there plans to run more trains to Kilmarnock during the evening peak 1500 – 1700? A. There are no immediate plans to increase the service level mainly due to the single track railway line beyond Barrhead which is already at capacity. There are however, plans to introduce additional track improvements which will allow a 30 min frequency to Kilmarnock. This is currently planned to be introduced in 2009.
Q. Are there any plans to extend the 1203 train which runs on a Friday night (sat morning), to run on a Saturday night (Sunday morning) as well? Overall, the service is very good. A. The 0003 Saturday only service cannot run on a Sunday morning because Network Rail need to carry out ongoing maintenance of the infrastructure, and Saturday night into Sunday is the only time that there is a sufficient window to carry this out
Q. Is it possbile for more trains to call at Carnoustie? A. There are currently no plans to increase the number of calls at Carnoustie. The timetable is required to balance the needs of intermediate stations along with the demands for shorter journey times between the major cities.
Q. Are there any plans to run more trains from Kirkcaldy to Dundee in the morning and from Dundee to Kirkcaldy in the evening peak? A. There are no plans in introduce more trains but the timetable is currently planned to be improved from December 2008 as part of a plan to improve services in the Edinburgh/Fife/Aberdeen area. These proposals are currently being developed with Transport Scotland.
Q. Would it be possible to remove Larbert and Lenzie from the 0527 Aberdeen to Queen Street train which would speed up the overall journey time? A. The calling pattern of peak services are a compromise between journey times and meeting the demands of commuting from all stations on the route. On the route into Queen Street, the line is very near capacity, and therefore the only way to provide the level of service is by stopping trains that would not normally call at the local stations. However, with the Ministerial announcement last year, it is hoped that the route capacity will be increased, which in turn will enable faster journey times and better levels of service to meet the demands of the future.
Q. Are there any plans to run more trains between Broughty Ferry and Dundee in the evening peak? A. There are currently no plans to increase the number of trains between Broughty Ferry and Dundee. However, First ScotRail and Transport Scotland are working together to look at improvements which can be implemented in the medium / longer term.
Q. The 0846 from Saltcoats to Glasgow Central is around 5 minutes late on a regular basis. Is there a reason for this and can it be looked into? A. Having monitored the performance of this service, there is no specific reason as to why this should happen. We will continue to monitor it over the coming weeks and take any necessary action.
Q. Are there any plans to run a late night train from Glasgow to Ardrossan as well as non stop trains during the week day peak? A. There is currently a 2345 SX Glasgow to Ardrossan service. This is the latest service that is run because the trains must be able to get back to the depot, prior to track maintenance taking place.
Q. Can more carriages be run on the evening trains to East Kilbride as they are oftern very busy even with a four car service? A. Most of the peak services are now operating at the maximum length available for the platforms on this route. We are considering how we can extend more services within the constraints of the fleet we operate in conjunction with Transport Scotland.
Q. Announcements over the PA system at Kilmaurs informing customers that a train has been cancelled are often not made until after the train was due to depart. Can this be looked at so as to provide more notice for customers? A. Announcements should be made on a regular basis, from the time it is known that disruption is occurring. We will look into this. In addition, there are plans to install CIS at the station over the coming year which will also provide a source of travel information for the benefit of our customers.
Q. Is there an opportunity to put signs in the windows of trains indicating where it is going to? This would be really helpful on services where the train splits to ensure customers know which section of the train they should be in, such as the Oban / Fort William / Mallaig trains. A. Side indicators showing destinations are a feature of our Class 170 new builds but not of refurbishments. We will bear this in mind for the future.
Q. Are there any plans to introduce Flexipass tickets for the Newcastle / Kilmarnock services? A. At present, there are no plans. However, we will keep the request on record as Flexipasses are introduced where a reasonable level of demand is evident and in line with the introduction of automatic ticket gates.
Q. Are there any plans to have catering facilities on the Newcastle trains? This is a long journey and it would be a good service enhancement. A. A catering service was trialed in 2002 but due to the level of demand, it did not prove to be viable option. Refreshment facilities are now available at Kilmarnock and Dumfries Stations.
Q. Are there any plans to provide greater integrated transport opportunities between buses and trains in the Dundee / Fife area? A. Plusbus is available at Dundee, Kirkcaldy, Cowdenbeath, Dunfermline and we have rail-to-bus through ticketing to St Andrews.
Q. Why is it not possible to purchase a value advance ticket everyday which would make the journey between Aberdeen and Glasgow cheaper than an annual season ticket? A. Value Advance tickets offer significant savings on specific services and are subject to availability.
Q. Are there any plans to fit tables to the Class 318 trains? A. Class 318 Trains have recently undergone an extensive refurbishment program. These units are already fitted with short tables and there are no plans to make any further changes.
Q. Can more carriages be added to the 07.45 Carntyne to Balloch service, which is only three carriages and can get very busy. A. We allocate our rolling stock where there is the greatest demand for capacity. This is continually reviewed and any necessary changes to allocation are made as a result.
Q. Are there any plans to improve the Sunday services on the Fife Circle? A. There are currently no plans to improve the level of service on a Sunday.
Q. Is it possible for more services to run during special events through Fife, as trains can get very busy? A. Where we can, we provide additional carriages on services when there are major events on as well as look at opportunities for running additional trains. We do have to take into consideration such elements as engineering works being carried out as well as line capacity which means it may not be possible to run any more services. During the last two Edinburgh Festivals we have run an additional late-night service on Fridays from Edinburgh to Inverkeithing.
Q. Are there any plans for more services between Kirkcaldy and Glasgow Queen St? A. There are currently no plans to increase the direct service between Kirkcaldy and Glasgow Queen Street. However, we are working with Transport Scotland to develop a revised timetable for Central Scotland, including the possibility of six trains per hour between Glasgow Queen Street and Edinburgh, and increased services form Edinburgh to Fife which would allow better interchange between the routes.
Q. Are there any plans to provide more trains or add more carriages to services on the Fife Circle into Edinburgh during the peak times which would alleviate crowding, especially given the recent fares increases? A. We allocate our rolling stock where there is the greatest demand for capacity. This is continually reviewed and any necessary changes to allocation are made as a result. We are also currently working on a plan to increase the train lengths of services operating in the Fife peaks, which will help by providing additional capacity. However, we are restricted to a maximum train length of six cars, due to the platform lengths at the stations.
Q. Are there any plans for more trains to stop at Dalmeny? A. This is currently being examined and further information will be communicated once conclusions have been made.
Q. Over the last few months, short notice cancellations of services on the Fife circle have been higher than usual. Is there a particular reason for this? A. There have been a few days over the last six weeks where disruption has resulted in the cancellation of services. We work closely with Network Rail to try and minimise this but sometimes cancellations do occur due to no other trains being available.
Q. Are there any plans to increase the number of services between Burntisland and Kirkcaldy as well as running earlier trains on Sundays? A. Additional rolling stock has been obtained and it is hoped to use this to improve Monday to Saturday peak and off-peak services in the Fife area later this year.
Q. The 0633 service from Giffnock to Glasgow Central often arrives late which means customers don’t make an onward connection with the National Express train which departs at 0650. Can anything be done to improve this? A. We are currently monitoring this service to check for conflicts as there is no obvious reason as to why this service should not regularly be on time into Glasgow Central. The departure of the National Express train was brought forward in December from 0700 to 0650. There is also a First ScotRail service from Glasgow Central to Edinburgh at 0705 which provides an alternative service option.
Q. Prestonpans station does not have platform to platform access. Although the new car park is DDA compliant which has improved the station, can the platform access also be looked into? A. There are currently no plans for further access works at this station. First ScotRail is not funded to deliver accessibility schemes of this nature. That is a matter for the Department for Transport's Access for All fund. What we have done is to provide car parking facilities, including Blue Badge spaces, for each platform, with step free access to each platform.
Q. Overall, services on the Fife Circle are good and staff are friendly and helpful. However, can something be done to ensure enough time is made for passengers to get off a train before the doors close as if the trains are busy, it has been known for customers to get their bags stuck as the doors close. A. Conductors are always required to check that doors are clear of passengers before closing them. In this circumstance, it appears that this did not happen properly and we will follow it through with the member of staff to ensure procedures are followed fully in future.
Q. Tickets are checked quite often on services on the Fife Circle. Why is this? A. As part of our commitment to revenue protection, it is a requirement for us to check tickets both prior to boarding and on trains to ensure customers are traveling with a valid rail ticket and on the correct route.
Q. Are there any plans for a multi journey ticket between Dunlop and Glasgow for customers who travel regularly but not every day? A. Flexipass tickets are introduced where there is seen to be demand for such travel, and in line with introduction of automatic ticket gates. We will keep this request on record.
Q. Why is there only one evening service to Fort William on the current timetable? A. The timetable we operate is specified by Transport Scotland. The main reasons are constraints on rolling stock and line capacity.
Q. Why are there no connecting services from Westerton to Glasgow on a weekend? A. The Westerton-Queen Street service on a Monday-Friday evening is provided by a train that operates along the Maryhill route. This service does not operate on a Sunday.
Q. Early morning services from Bearsden to Edinburgh do not connect into services for the Edinburgh and Glasgow route. The same applies to the evening services. Can anything be done about it? A. Trains between Bearsden and Glasgow and between Glasgow and Edinburgh are every 30 minutes. We continually monitor where there is both demand and a requirement for changes to the timetable to be made but research for travel between the two places does not, as yet, warrant any alteration.
Q. Why do trains not run on the 2nd January when many people are back at their work? A. The level of train services operated on this date and specified by Transport Scotland. We are currently negotiating proposals to improve services on this date in some parts of Scotland.
Q. Why is Edinburgh Park not a regular stop on the E&G? A. Timetabling is a matter for Transport Scotland, who also need to take into consideration the impact on end-to-end journey times between Glasgow and Edinburgh. This station stop is being considered however.
Q. Services from Stirling are often delayed due to the late running of an Aberdeen train. Why are the Stirling services held back? A. This is due to the requirement to allow the faster train, which goes directly to Glasgow from Stirling, to pass the local train, which calls at more stations on route rather than travel behind it and incur disproportionate delays.
Q. Why are Lenzie and Bishopbriggs Stations not served by four stops an hour like the Edinburgh and Glasgow services? A. Lenzie and Bishopbriggs are served half-hourly services because there is insufficient capacity at Queen Street to accommodate additional local services. Both stations have benefited from an improved Sunday service from the start of the Winter timetable.
Q. The 0752 Johnstone to Glasgow service is regularly late. Is there a reason for this and can it be looked into? A. We are now investigating this service to check potential conflicts.
Q. About once a fortnight, services from Glasgow to East Kilbride terminate at Busby. When this happens, there are insufficient facilities to get them home. Can something be done about this? A. When a service is required to terminate early it is usually as a result of an infrastructure or train issue which means that we are unable to run other trains along the route. We provide alternative transport whenever possible to ensure customers reach their destinations.
Q. The 0817 Glasgow Central to East Kilbride is delayed about 3 times a week. Why is this? A. We are investigating this to check if there are any potential conflicts
Q. Glasgow Central to East Kilbride services can be cancelled at Busby if running late, which can result in customers having to wait quite some time at Busby for another train to get to Hairmyres. A. When a service is required to terminate early it is usually as a result of an infrastructure or train issue which means that we are unable to run other trains along the route. We provide alternative transport whenever possible to ensure customers reach their destinations.
Q. Can platform announcements at Inverness Station be given more in advance of a train departing to allow more time to board? A. Platform announcements are made as quickly as possible to allow customers time to reach and board their train. Trains are required to be serviced prior to departure so announcements can depend on the arrival time of the train and the time taken to ensure it is clean prior to customers boarding.
Inverness customer information will also be improved by Network Rail's provision of a new departures screen on which work is now on site.
Q. Are there any plans to install at TVM at Kelvindale Station? A. There are currently no plans to install a TVM at Kelvindale Station. However, we will bear this in mind for the future should additional funding become available.
Q. Are there any plans to expand the car park at Hairmyres? A. There are currently no plans to expand the car park at Hairmyres.
Q. Why does the 1805 Gourock leave from platform 11A as this doesn’t leave much time to catch this train. A. Platform 11a is used only when no other platform is available. In general, trains to Paisley Canal Station are platformed here as the timetable they operate means that they can be available for boarding at the station well in advance of departure. On occasion, other services are required to use this platform.
Q. Why is there a difference in price of an off peak single ticket travelling between Falkirk Grahamston and Glasgow Queen Street and the same journey in the opposite direction? A. There is no off peak single. There is an off peak return and a Standard Single. These fares apply in both directions.
Q. Can anything be done to improve the heating on the Aberdeen trains which can be quite cold? A. We are aware that there have been some problems with the heating on some the Class 170 units which primarily run on the Aberdeen route. To rectify the matter, we brought in the manufacturers who designed the system and we having identified the problems we have now resolved the majority of them.
Q. Why is it not possible to buy a Flexipass on the train? A. Due to the time required to issue ten tickets in bulk on mobile ticket machines, this is not currently practical to issue on trains.
Q. When the Airdrie/Bathgate line opens, what are the scheduled stops going to be? A. The scheduled stops for this route are still under consideration with Transport Scotland. Once it has been confirmed, the timetable will be communicated to our customers.
Q. Can off peak restrictions in the Edinburgh area be reviewed? A. Off peak restrictions are regularly reviewed and adjustments are made when required.
Q. When trains are cancelled or delayed for more than an hour, why is there is no refund for Zonecard holders? A. The Zonecard is a multi operator ticket in which First ScotRail participates along with a number of other public transport operators. The product is owned and managed by Strathclyde Partnership for Transport who are responsible for its terms and conditions.
Q. Could you reduce the price of a weekly season ticket by removing the satuday and Sunday and have a ticket which is more aimed at commuters? A. Weekly tickets are generally priced at around the equivalent of four day returns, so travel for one weekday and all weekend is effectively free of charge for someone who travels to work Monday to Friday.
Q. What are the timescales for the introduction of ticket gates at Glasgow Central? A. There is no timescale for this at present. We have recently undertaken the feasibility and modeling work needed to allow us to design a ticket gating scheme for Glasgow Central Low Level, which is a First ScotRail managed station. If we are able to fund the installation of gating for this, we would also like gating to be installed at the High Level station. This is a Network Rail managed station however and we would need their support and approval before we were able to progress.
Q. As a regular rail user from East Kilbride Station, what is the mechanism for getting reduced / free parking? A. On purchasing your Rail ticket, you can reclaim the cost of your daily car parking charge at the Booking Office. In addition, purchasing a season ticket not only provides a discount on the Rail travel, it entitles you to free parking.
Q. Is there a standard set of guidelines given to on-train staff for using pushchairs on trains? A. On-train staff are briefed that when a train is busy and a customer has a pushchair to ask them to close this down as the vestibules are narrow and they would be blocking an emergency exit should there be an incident. Assistance is provided on request.
