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Q.The 0804 Prestwick to Glasgow service has gone form a six car to a three car and can be very busy. A. We regularly monitor our services to identify where there is the greatest demand for rolling stock. Over the last year, we have made several changes in order to better match demand with capacity. We will continue to monitor our services and make any further required changes.
Q. When the 1730 Edinburgh-Glasgow service is cancelled, is it possible to put a Lenzie stop into the 1745 service as otherwise no other service from Edinburgh is timetabled to stop there in the evening peak? A. We acknowledge that there are limited stops to Lenzie during the evening peak and we will look into the possibility of providing a Lenzie call in the 1745 on occasions when the 1730 has to be cancelled.
Q. On the occasion when both the 1700 and the 1730 Glasgow to Edinburgh services are cancelled, can stops be put in at Croy by either the 1715 or the 1745? A. First ScotRail apologise for the inconvenience caused on the particular occasion when these services were cancelled as a result of weather disruption and for the oversight of not putting in a stop at Croy on the subsequent service. We will take this into greater consideration should the event occur again.
Q. Why are some trains operating between Glasgow and Edinburgh without Business Class accomodation? A. Our aim is to have 34 of the 38 Turbostars with business class accommodation in service every weekday but there are occasions where we are unable to achieve this. When this does happen, our catering staff will provide normal complimentary refreshments on presentation of a first class ticket, where no business class accommodation is provided.
Q. Are there any plans to increase the regularity of services between Perth and Edinburgh as well as more competitive fares? A. The Route Utilisation Strategy for Scotland proposes making Perth-Edinburgh hourly, and we are glad that this suggestion has been incorporated in Transport Scotland's recent publication on Scotland's Railways. We shall be considering scope for fares improvements such as flexipasses similar to those now available between Perth and Glasgow.
Q. Why is the West Calder route the only one to have services cancelled as a result of the Waverley redevelopment work? A. Services on many routes have been subject to alteration as a result of the work, as there are not the same number of tracks or number of platforms in Edinburgh during this time. A replacement bus service has been arranged to connect into train services at Kirknewton for the 0737 service. It should be noted that from January, a number of trains will terminate at Haymarket. Due to the layout of the station and the train movements we could not do that with the Kirknewton service and cancellation was the only option.
Q. Is it possible to have more carriages on peak time services between Glasgow and Dalmuir? There don’t seem to be enough carriages which means they are busy and some people have to stand. A. All available rolling stock is being used during this time on routes where the demand is greatest. We regularly monitor services to see where we can best match capacity with demand and make every effort to minimise standing by carefully using the available stock.
Q. Can more trains be provided between Balloch and Glasgow? A. This is a single line track and at present, there are no more opportunities for running more trains due to the number already in operation.
Q. The 07.54 from Helensburgh used to be a 6 car set but has been reduced to 3 car. A. This service is still scheduled to operate as a six carriage train. We regularly monitor our services to see where demand is greatest and work hard to ensure that capacity is provided on these services.
Stations
Q. Since the works started, the booking office at Partick is sometimes closed when it is advertised to be open, which makes purchasing a ticket more difficult. A. The booking office should always be open during stated times. We will look into any reason as to why it may not be the case. Tickets, Fares and other matters
Q. What is the best way to update contact details for Advance membership. Can the Advance section of the website or the newsletter have a 'change contact details' link included? A. The last email newsletter which went was sent out to Advance members in November contained a section called 'Have Your Membership Details changed?'. This section contained a link to the Advance login page from which members could amend their details online. Alternatively, we also publicise the Advance members hotline telephone number that goes through to our contact centre in Fort William, so if customers prefer, they can contact us by telephone to make any amendments.
Q. The 17.23 from Gourock to Glagsow is very busy. Can a Class 334 train be provided instead of the normal Class 314 trains to provide more seating? A. The Class 334 trains have less room than the Class 314s because of the toilet facilities, so a change would not provide more seating. We regularly monitor passenger numbers on our trains and this particular service is not showing overcrowding. We will continue to monitor the situation however.
Q. The 17.51 Carlisle to Glasgow is a four car service as far as Kilmarnock but still gets overcrowded. Can this service have more carriages? A. This train is already running with the maximum number of carriages allowed due to platform lengths. Passenger counts are not indicating that this train is very busy but we will continue to monitor it.
Q. Can anything be done to improve the evening connections of trains running from Stewarton to Central and out to Mount Florida? A. There are currently no plans to make timetable amendments for these services but we will take the point into account. Trains to Stewarton are governed by the single track running to Kilmarnock which means changes would have a wider impact on services.
Q. Can more carriages be added to trains which run from Glasgow Central to the west, particularly morning services which come through Prestwick? A. We are aware that the morning services can be busy but we already run with six carriages which is the maximum number we operate due to platform lengths.
Q. Can staff be more upfront about the causes of disruption to services between Edinburgh and Glasgow Queen Street. This would allow customers the chance to make an informed decision as to their transport options? A. We apologise for the impact of recent disruption which is due to works being carried out in order to allow more trains in and out of the station. When a situation is still unfolding, it can be more difficult for staff to give a comprehensive response and / or advice. However we have issued all conductors with mobiles so that they can keep in contact with our control centre, and are investing one million pounds a year in staff training and development which has already had a positive impact on customer service.
Q. What can be done to improve the reliability of the Newcraighall services? A. For one year, from 11 December, Newcraighall will be served by a self-contained shuttle during the Waverley upgrading works, with only one train a day coming through from and to Haymarket and points beyond.
Q. Could there be an earlier service on Sunday mornings from North Berwick? A. Whilst we do look to provide a comprehensive working timetable, there are some restrictions as Network Rail needs to carry out engineering work in order to maintain the infrastructure. The operation of the North Berwick route is being reviewed in their Route Utilisation Strategy for the East Coast Main Line.
Q. Can anything be done to improve the general condition of the Class 156 trains? A. We are currently in discussions with Transport Scotland about a refurbishment of some of these trains to improve the customer environment.
Q. Are there any plans to introduce more services on Sundays for people travelling between Edinburgh and Dunblane? A. We do not currently have any plans but we will discuss it with Transport Scotland as they specify services.
Q. Are there any plans to run longer trains between Edinburgh and Dunblane during the festival as this year they ran with just two carriages. A. We review our provisions for the Festival each year and will certainly be seeking to provide additional capacity where it is required in future.
Q. The 17.41 Queen St - Aberdeen sometimes runs as a three carriage rather than five. It can be a very busy service even at five cars. Can this be looked into? A. A train may be made up of fewer carriages than usual on the rare occasions where there is a problem elsewhere. We are aware this can be a busy service and allocate the maximum number of carriages available in order to accommodate customer numbers. We regularly monitor demand to make sure our resources are allocated where they are most needed. During peak times, all our rolling stock is allocated.
Q. Can anything be done to improve the timekeeping of evening trains to Newcraighall? A. Trains from Bathgate to Newcraighall can be held up as a result of the single track from Uphall onwards. From 11 December, for approximately one year during the upgrading of Waverley station, all services to Newcraighall except the 0627 ex-Dunblane will start and terminate at Waverley where customers can connect into onward services.
Q. What can be done to improve the operation of the rail replacement bus on Saturdays on the North Berwick route? A. We shall look into this with our train planning team and see if connections can be improved at Newcraighall.
Q. Can you improve the late-evening service from Waverley to North Berwick? A. We have prepared a proposal for an additional service, which will be put forward for consideration by Transport Scotland.
Q. Can commuters from Fife be provided with a better early-morning service arriving into Edinburgh before 0730? A. We are in the process of investigating this with Transport Scotland and looking at ways in which an improved service might best be delivered.
Q. During the Edinburgh Festival, can there be a later service to Kirkcaldy? A. This year\'s programme of additional services and more carriages was the most ambitious yet, and included a 2345 departure for stations to Inverkeithing. We are reviewing the performance and usage of these services to identify where the greatest demand will be for more services during the 2007 Festival. We do have to take into consideration the requirements for Network Rail to carry out essential overnight engineering work.
Q. At Queen Street the Customer Information Screens (CIS) that show the summary of departures can be difficult to read. A. This will be looked into to see if we can make improvements to the screens for the benefit of customers.
Q. Is there a chance that the Travel Centre at Waverley could have a priority queue for people needing tickets quickly? A. The Travel Centre is run by GNER, who have plans to restructure its operations. We are proposing to install additional Ticket Vending Machines at several locations including Waverley station which will assist customers looking to purchase a ticket in advance of catching a train.
Q. Why are occasional services shown as cancelled then reinstated? A. Occasions such as this happen very rarely. When they do, it is normally because at the due time of departure, we were trying to source alternative transport / train. In these instances, we state the worst case allowing passengers, particularly for those travelling to nearer destinations, to consider alternative arrangements.
Q. Why do the automated announcements on the 1727 Edinburgh- Perth say Edinburgh Park when the train calls at South Gyle? A. This is a software error which we are aware of and is being addressed.
Q. Why is the Bathgate line worked by Class 158s rather than 156s which have better cycle provision? A. The Class 158s have other advantages including 90 mph top speed, air-conditioning and a second toilet.
Q. Can copies of First Insight be carried on trains in Strathclyde as well? A. First Insight is carried on selected peak services in the Strathclyde area. It is also available on our website www.firstscotrail.com Stations
Q. Can the PA system at Paisley Canal station be checked as some of the announcements are hard to hear? A. This has been reported to the Paisley Customer Service Centre supervisor
Tickets, Fares and others etc
Q. The 0755 Kirkcaldy to Haymarket train is a two carriage train and can be very busy. The 0930 from Haymarket to Glasgow runs as a six carriage train and is never that busy. Is it possible to reallocate carriages to address the issue at Kirkcaldy? A. We regularly assess the capacity requirement for every train to ensure the best possible use of the rolling stock. There are plans to increase the number of carriages on the 0755 to six carriages which will assist with passenger numbers.
Q. The 1725 Glasgow Central to Gourock service runs as a three carriage train and is always busy. Can more carriages be added to this service? A. We regularly assess the capacity requirement of every train to ensure the best use of the rolling stock. We currently have no more carriages available to add to this services.
Q. Can the 1739 to Ardrossan Harbour service be extended to a six carriage train? A. We currently have no more trains available at this time to strengthen this service.
Q. The 1720 Large train from Glasgow and the 0808 Mosspark to Glasgow Central train are often late – can something be done to improve performance? A. These services will be monitored to assess if there is a problem.
Q. Can something be done to improve the air conditioning on the Class 158s? A. The Class 158 air conditioning was upgraded in 2004/5. There have been some issues with the reliability of the equipment, which we are continuing to work with the supplier to resolve as quickly as possible.
Q. The 0652 service from Lairg is considered to be a little too early for commuters – is it possible to put it back slightly? A. We will consider this request and discuss it with the Regional Rail Partnership to determine a view on how to proceed.
Q. The 158s have a lack of luggage space. Can anything be done to improve the amount of space available? A. We are currently exploring possible interior refurbishment options with the Class 158 fleet. It should be borne in mind that interior space is limited and there has to be a compromise between overall demand for seating, luggage space and cycle storage.
Q. Can anything be done to assist with queuing at Glasgow Central for customers who alight without a ticket? A. We have the resources available to assist customers but do accept that at busy times, some queues may occur. We encourage customers to purchase a ticket prior to boarding wherever possible.
Q. Are there any plans to install a TVM at Thornliebank station? A. It is likely to be in future plans but there is currently no confirmation on the timing. Tickets, Fares and others etc
Q. Can conductors on trains make more effort to ask people to remove their feet from the seats or make an announcement? A. Conductors going through the train are requested to ask customers to remove their feet from seats. We will re-brief staff on this matter.
Q. Is it possible to have more flexibility with regards to the number of cycles allowed on trains? A. We have worked hard to improve the number of spaces available on our services and our trains now have dedicated cycle spaces. However, these are limited and we need to stick to the number of spaces allocated per train. Cycle lockers or racks are also available at the majority of our stations.
Q. Can the express train to Glasgow from Gourock be re-timed to co-incide with the ferry? A. We work closely with other transport operators to provide an integrated service but it is not currently possible to re-time this train.
Q. Why are cycles not allowed on the north ramp at Waverley? A. During the present station upgrading works, the north ramp is dedicated to pedestrians. This was a decision made by Network Rail.
Q. Why are there no litter-bins at Waverley? A. This is due to the current security situation and is implemented by the Department for Transport. Network Rail do have a dedicated team who collect litter from the station.
Q. Why is there currently no waiting room on the Edinburgh-bound platform at Dunfermline Queen Margaret station? A. We are working in partnership with Fife Council to provide a new waiting room which we hope will be installed in the near future.
Q. Is there a possibility of moving morning commuter trains from platform 11A at Glasgow Central? A. It is necessary to use this platform due to the length of the trains in operation during the morning peaks as well as the number of trains coming in and out of the station during peak times.
Q. Are there any plans to replace the shelter on the down platform at Hillington West station which has been removed? A. Plans are in place to put in a new shelter on this platform in the near future.
Q. Are there ay additional plans to assist with ticket purchasing at Paisley Gilmour Street? A. Paisley Gilmour Street is set to have a ticket vending machine installed which will assist in cutting down queues and provide more opportunities for customers to purchase tickets prior to boarding their train.
Q.There is a female member of staff at Cardonald whose customer service is outstanding and she always goes out of her way to be helpful. There is no name but please can this be passed on to the local manager.
Q. Why was information about the Haymarket diversions during the works only available at stations? A. We try our best to provide detailed information with regards to service alteration in advance and through as many channels as possible. Information was conveyed through such means as our website, JourneyAlert and Ceefax.
Q. GNER trains to Aberdeen and Inverness continued to run over the Haymarket weekends, yet FirstINSIGHT suggested that everyone going north would have to change at Inverkeithing. Why is this? A. First INSIGHT is First ScotRail’s customer magazine which we use to communicate any alterations to our services during engineering works being carried out so that people travelling on First ScotRail services are aware that there may be some alterations.
Q. Is it possible for carers to be allowed onto the platform at Waverley to meet people with mobility impairments arriving on trains? A. The gate staff should use their discretion to allow carers through the automatic ticket gates in these circumstances.
Q. Is there an alternative ticket option to a seven-day season ticket when I only want to travel Mondays-Fridays? A. Our season tickets represent good value for money since they offer seven days for the price of four and can be bought to start on any day of the week. Five-day season tickets were phased out some time ago in recognition that working patterns are now more flexible and people are more mobile for work or leisure at the weekends.
Q. Why do Newcraighall trains sometimes terminate at Brunstane? A. This happens rarely and is not a decision that is taken lightly. When it does occur, it is usually when there has been a knock on delay to services and the opportunity for reinstating the normal timetable would take some time. The changes in the layout at Waverley which are due for completion during 2007 will go a long way towards improving reliability of these services.
Q. When will a lift be installed at Haymarket Station? A. A feasibility study for Edinburgh City Council in to improving interchange at Haymarket station is due to report in the spring of next year, and it is expected that this will contain recommendations on improving access to the station from the surrounding area.
Q. When will the Bathgate line be redoubled to improve reliability? A. The Scottish Executive are working with Network Rail for redoubling to proceed in advance of the Airdrie-Bathgate line re-opening.
Q. Why has the departure time of the 0753 ex-Bathgate been changed to 0747, leaving a 36–minute gap until the next service? A. This change was made to reduce congestion and thus improve overall timekeeping for customers, through Waverley Station.
Q. Is it possible to run trains later than 2330 between Edinburgh and Glasgow? A. The line between Edinburgh and Glasgow is heavily used and Network Rail carries out essential work overnight in order to maintain the tracks. However we are able to run later trains during the period of the Edinburgh Festivals and will continue to look at ways of providing more travel opportunities in the future.
Q. Could there be Edinburgh-Aberdeen morning and evening express trains? A. Transport Scotland are in discussion with ourselves and other train operators about options for the timetable post-December 2007, when the present work will have been completed at Waverley and coal trains over the Forth Bridge will have been diverted via Alloa.
Q. Why are the Class 156 trains used on the West Highland Lines? A. These trains are well-suited by virtue of their reliability, panoramic windows and cycle-carrying capacity, and are currently undergoing a refurbishment which will refresh their internal appearance.
Q. Can anything be done to improve the cleanliness of the seats on trains? A. We have increased our programme of on train deep cleaning which has already had a positive impact on the overall cleanliness and appearance of seating. Our Class 156 and 158 trains are also undergoing a refurbishment programme which will also address the situation.
Q. Are there any plans to increase the number of carriages on the 0814 Stepps to Glasgow service? A There are plans to operate Class 170 Turbostars on this route which have three carriages.
Q Are there any plans to put extra carriages on the 1730 Dundee-Edinburgh, especially on Fridays due to the numbers of customers travelling to catch last London connection? A Unfortunately, all available rolling stock is currently being utilised at the evening peak and it is not possible to add additional carriages to this service.
Q Can the Passenger Information System on trains be made to work more accurately? A We are investing in the extension and upgrading of these systems.
Q What can be done to adjust the heating on trains that are too hot or cold? A The temperature is set by either thermostat or, on the newest types of train, by computer. If passengers can report their concerns to the conductor, he or she will then be able to report the fault for attention by our engineers.
Q. Are there any plans to introduce a Sunday service on the Larkhall line to serve events in the country park at Chatelherault? A The timetable for the Larkhall project was specified before Sunday services became as widespread as they are now on the Strathclyde network, but we shall keep this suggestion in view with Transport Scotland.
Q Accepting that automated announcements are necessary for the Disability Discrimination Act, could their duration on the Fife Circle services be reduced by only announcing stations as far as Glenrothes with Thornton on the outward leg - instead of the current practice of announcing on leaving Edinburgh that \"this train is for Edinburgh calling at Haymarket, Dalmeny ... Dalmeny, Haymarket and Edinburgh\"? A We can consider this suggestion, but it would need to be refined since there might be passengers travelling through Glenrothes with Thornton on internal journeys within Fife.
Q When a train is running late, can truthful and consistent explanations as to the cause of delay be given please? A We are working very hard to improve our communication at times of disruption and have invested in new technology to keep our staff as up to date as possible on the cause of delays. Our additional staff training and development, which includes a commitment to spend £1m a year, will help address communication issues.
Q Are there plans to increase the number of carriages on the 1725 Glasgow Central-Gourock train along with the 0710 and 0737 Kilwinning-Glasgow trains? A At the present time, we have no additional rolling stock to add carriages to these services. However, we will review this in future should we see more rolling stock arrive in Scotland. It is our policy to undertake regular passenger counts - and, whenever possible, to alter train patterns to the benefit of the customer. For example, where a train has had extra carriages added but numbers suggest they are not required, the carriages will be transferred to another train if at all possible.
Q What can be done to reduce the incidence of cancellations due to train failures? A Since the start of the franchise, we have been working through a comprehensive programme of modifications to improve the reliability of all our trains. A £6M investment to transform Haymarket Depot into a Turbostar centre of excellence is nearing completion.
Q What are the \'rules\' for cancelling the Linlithgow stops on the Edinburgh-Glasgow route during times of disruption? A There are no set rules. Wherever possible, we avoid cancelling stops however, there are occasions where this is necessary to help minimise delays and the decision is made taking into account the next available service.
Q How can you ensure that the train toilets on the 1605 Edinburgh-Dyce do not become inoperable by Dundee? A Investment to our facilities at Haymarket depot, where the trains on this route are maintained, will help us to reduce problems through improvements to train preparation, including emptying the toilets.
Q Why are refunds for service disruption available only at the station of purchase? A Season Ticket refunds must be obtained from the issuing station as they hold unique records on the season ticket holder\'s history.
Q Why are compensation forms still advertising a Glasgow address for Customer Relations when they should be sent to Fort William, thus delaying payments to which passengers are entitled? A We apologise over the continued use of forms showing the wrong address, and will ensure those showing Fort William are now substituted. However, we do have a formal arrangement with Royal Mail for immediate redirection of any correspondence addressed to Customer Relations Glasgow to go directly to our Fort William PO Box and prevent any delays.
Q Why can\'t compensation forms be readily available from conductors on late-running trains or on display at stations instead of always leaving it to passengers to ask at booking offices? A Our aim is to provide a consistent approach, and it is not possible for the conductor to carry large quantities of compensation forms or to return the drivers cab during busy periods. The “your views” form is displayed at most stations and can be used to claim compensation - or alternatively you can obtain the compensation form from the booking office.
Q. Why differences between offices in relation to customer relations decisions? A. Our Customer Advisors are encouraged to use their best judgment when dealing with customers’ claims and on occasion the advisors come to different conclusions. Please do not hesitate to contact our Customer Relations to seek clarification. We are continually reviewing our complaints handling procedures and feedback is much appreciated
Q How are plans for the Airdrie-Bathgate rail link progressing? A Bill to allow a new £300m railway line between Airdrie and Bathgate was published in the Scottish Parliament on Wednesday 31 May by Network Rail, project promoter. A 60 day formal consultation period before the Parliamentary Committee examines the general principles and details plans of the Bill in advance of making a recommendation to the Scottish Parliament. It is anticipated that this Bill will be passed through the Committee process by spring 2007. Providing it is successfully passed by a vote of the Parliament, Royal Assent will be granted and the works will get underway during 2007 and 2008. The first trains could be running by December 2010. For more information visit www.airdriebathgateraillink.co.uk
Q. Platform 11A at Glasgow Central is a long distance from all the other platforms. Can trains be scheduled to depart from other platforms? A Docking arrangements at Glasgow Central are the responsibility of Network Rail Train Planning. We have asked them to restrict the use of Platform 11A to an absolute minimum, but due to the volume of services operating to and from Glasgow Central it is necessary to utilise this platform for some arrivals and departures.
Q Can the fire alarm at Dundee Station have a flashing light fitted, similar to that in the travel centre, to warn passengers who are hard of hearing? A Yes, we shall fit such a light.
Q Can a Customer Information System be provided at Montrose? A We will be pleased to provide CIS at Montrose in partnership with TACTRAN.
Q The booking office at Arbroath Station often seems to be unmanned. Is anything being done to rectify this? A There have been staff shortages recently due to long term illness. This is not a regular problem, and it may be that the member of staff is cleaning the station or carrying out train despatch duties.
Q Polmont has a Customer Information System, but there is no monitor in the westbound waiting room. Can this be rectified please, saving waiting passengers from having to go out onto the platform to check the position? A We shall bear this point in mind for future rounds of CIS investment.
Q Bishopbriggs is the only station between Glasgow and Edinburgh which now lacks a Customer Information System - when will it get one? A There are already plans in process to install CIS at Bishopbriggs this year.
Tickets, fares and others etc
Q Why do monthly season tickets stop working at the barriers after about one week of use? When tickets do not work, what are the guidelines to staff? There appears to be no consistency. A Occasionally we get a fault on the gates which corrupts the ticket. Unfortunately, it does not show until the ticket next goes through a gate. It can take time to identify the faulty gate. We are aware of the problem which is now much less common and are surprised if the failure rate is as high as suggested. Season tickets are among the most common to be forged, so customers are asked to replace faulty tickets. Staff will normally ask customers to pass the faulty ticket through the gate. The gate shows a fault code which allows staff to see if a ticket is faulty or not working for some other reason – for example, out of date.
Q Are there any flexible ticketing arrangements planned for the 0814 Stepps service? A. The expansion of Flexipass availability is something that we are actively considering, and we will assess the business need for such a product going forward.
Q Why are there no Flexipasses available from Polmont? A There are 10 journey Flexipasses from Polmont-Glasgow (£53.50) and Polmont-Edinburgh (£37.30)
Q Why are there no Flexipasses available from Drumgelloch? A The roll out of Flexipasses - across the network - is something we are actively considering, in line with improvements to revenue protection initiatives.
Q Are there any plans for a ticket vending machine at the rear car park at Perth so as to avoid having to go up and over the stairs to purchase a ticket and then back again to catch train? A Perth has a booking office, which normally manages very well and a machine is not a priority.
Q Can we replace the car park machines at Stirling and Falkirk High with more modern equipment which would take credit cards? A When the machines become due for renewal, we shall provide that their replacements should take credit-cards.
Q Hamilton Central is looking good with its new CCTV and walkway, but can a Ticket Vending Machine be installed to reduce queues at the ticket office? A We shall bear Hamilton Central in mind for the next round of such investment.
Q Any chance of a ticket machine at Carnoustie? A There are currently no plans to install a ticket machine at this station but we will bear it in mind for future investment.
Q Are there any plans to introduce a ticket vending machine at Neilston? A There are no plans at present however,opening hours were extended recently at Neilston to include Sundays, from 0910 to 1650.
Q What can be done to reduce the need for queuing for tickets at Dundee because people have been unable to buy tickets at their home station or en route? A We are investing in new booking-office equipment, improvements to on-train ticket-issuing machines, and will be considering locations for additional ticket vending machines.
Q What can be done to address anomalies in your fares structure? A A restructuring to provide a more simple structure is underway.
Q What about a loyalty club? A First ScotRail already has a loyalty scheme called ‘Advance’ which offers benefits to season ticket holders and other regular travellers. Eligibility to join this scheme has also recently been extended, making it possible for more customers to become members. For more information, visit the Advance section on our website.
Q Why can't a season ticket be purchased when there is still a day left on the last one or by part-payment with vouchers? A These procedures can be time-consuming at busy periods, but we have introduced season-ticket renewals on-line and will keep the position under review.
Q. The Edinburgh / Glasgow trains often run a few minutes late in the evening peaks making it harder to make the Helensburgh connections A. We have made minor timetable alterations from 11 June which we will monitor to see if this helps this service performance.
Q. Would it be possible for the 19.42 service from Glasgow Queen Street to Aberdeen to include a Gleneagles stop. At the moment, there is nothing between the 18.42 and the 20.42? A. There are no plans at present to introduce a Gleneagles call on the 19:42 Glasgow to Aberdeen train, but we will continue to monitor the demand for such additional calls.
Q. The retiming of the low level express service from Glasgow to Helensburgh has been brought forward and now leaves at 16.57 which means most people leaving work will miss it. Can anything be done about this? A. The express evening peak service from Bellgrove to Helensburgh Central will run at the later time of 1715 throughout the summer timetable, which begins on the 11 June. This train will now depart Glasgow Queen Street Low Level at 17.20 making it easier for passengers to make the train after work.
Q. The 07.30 is often late at Falkirk High by 4 or 5 minutes. A. We have made minor timetable alterations from 11 June which we will monitor to see if this helps this service performance.
Q. On the evening services between Paisley Canal and Glasgow, a conductor checks tickets even though passengers have come through the ticket gates. Why is this? A. We are required to check tickets as part of our revenue protection commitment as there are unmanned stations along the route.
Q. The 1742 Glasgow Central to East Kilbride service is often late and boarding times are tight. Is it possible to make it a six carriage train to deal with passenger numbers? A. We are looking to make further amendments to the service pattern around Glasgow Central to try and make all timetables more robust which will ultimately assist the performance of this service. We have no additional capacity for the strengthening of this service at the present time but we will review this in future should we see more rolling stock arrive in Scotland. Timings in the peak periods are tighter than the rest of the day – as station platform availability and utilisation of our train fleets are at a maximum and we have already lengthened a number of East Kilbride trains over the past year.
Q. Can anything be done to reduce the overcrowding on the 1714 and 1742 Glasgow to East Kilbride services? A. We have plans to increase the 1714 Glasgow Central to East Kilbride to a six carriage train, the maximum length permissible on this route, whilst the 1742 Glasgow Central to East Kilbride is planned to be strengthened to 4 carriages.
Q. Can anything be done to improve services at New Cumnock? If there is a cancellation, this results in a 3 hour gap until the next service? A. At present, there are no plans to increase the frequency of services but we will continue to monitor demand.
Q. Is there a chance of swapping over the train which operates the 1745 Glasgow Central to Largs service with the 1750 Glasgow Central to Wemyss Bay. The first is a three carriage train and is often full whilst the second is a six carriage and pretty empty. A. Both 1745 to Largs and 1750 to Wemyss Bay are planned to be 3 carriages. At present, we have no additional capacity to strengthen the Largs service but we will review this in future should more rolling stock become available.
Q. Can more carriages be added to the 1738 Glasgow to Paisley Canal service. It usually runs as a two-carriage train and gets very busy. A. We have no additional capacity to strengthen this service to 4 carriages at the present time but we will review this in future should more rolling stock become available
Q. The 0732 Largs to Glasgow service often runs late. Why? A. This particular service is achieving an 86% performance rate on punctuality. We are looking into what could cause possible delays. The changes brought in with the summer timetable from 11 June should have a positive impact on the performance of this service.
Q. The 0830 from Johnstone to Stevenston seems quite unreliable. Why is this? A. Since the start of the year, the 0815 Glasgow central to Ardrossan service has achieved 95.1% reliability. There have been a couple of occasions where this service has had to be cancelled including track circuit failures and overhead line problems but overall, this is a reliable service.
Q. Why do services to / from Ayr appear to get preference over services to / from Largs when there is disruption? A. The service recovery plans try and give a balanced chance to all customer when disruption occurs. This takes into account passenger volume and ability to secure additional services for customers.
Q. Is there any opportunity for running more services to Largs during the peak times? A. Presently there is limited capacity on the line and we also have limited stock. We will however bear this in mind for the future.
Q. What time should the booking office be open at Bishopbriggs? A. The ticket office at Bishopbriggs should open in advance of the 0655 (scheduled to open at 0636). To further assist passengers at Bishopbriggs, we are considering installing an automatic ticket vending machine.
Q. The queues for tickets at Glasgow Central are often long at the office and at the platforms. The movement of ticket examiners from platform to platform appears to be ineffective and customers are being inconvenienced by the long wait. A. We have provided additional ticket vending machines at Central to assist with customers wishing to purchase tickets and we have also put additional staff at Central station to sell tickets for those customers arriving.
Q. Are there any plans to open a station at Auchenback? A. The provision of new stations is normally proposed by the regional transport authorities, in the case of Auchenback, this would be Strathclyde Partnership for Transport. It is understood that this is one of the new station proposals that they have listed but these have still to be evaluated to establish their viability.
Q. Details of engineering works don’t always seem to be displayed at West Kilbride. A. This has been passed on to the area manager and will be looked into to make sure engineering work information posters are clearly displayed in future.
Q. Are there any plans to put in toilet facilities at either Kilwinning or Largs? A. There are public toilet facilities at both Kilwinning at Largs, which are open from 0615-1900, and 0650-2000 respectively. Out with these hours, contact the station staff for a key to access.
Q. The toilets at Central did not have any soap in the dispensers and other facilities were not working. As customers have to pay 20p to use them, can something be done to improve the standard of service? A. Network Rail, who is responsible for the maintenance at Central Station, apologise for this. The Station manager, Colin Weir, would like to assure customers that all toilet attendants have been re-briefed on the importance of renewing stock and that Duty Station Managers will be inspecting the toilets regularly to ensure this doesn’t happen again. Tickets, Fares and others etc
Q. Will the use of hot water flasks on catering trolleys on the West Highland line services during the summer be sufficient for customers? A. Through experience of a previous trial if was agreed that this was a problem and we have gone back to the urn of water on this service group.
Q. Customer was trying to purchase an annual season ticket for Haymarket along with a parking season ticket but was unable to receive the latter part due to the restricted car parking use at Haymarket. A. We are looking at ways in which we can assist this process and will announce alternatives for car parking as soon as reasonably possible.
Q. For a weekly First Class traveller between Elgin or Aberdeen and Edinburgh, what is the best ticket option if you can’t book in advance? A. A First Class Return between Aberdeen and Edinburgh is £70.00(£76.40 from Elgin), allowing the passenger to travel on any train service and return within one month of the outward journey. If travelling on a Saturday or Sunday, Weekend First upgrades are possible(subject to availability) for just £1.50/journey. If flexibility isn’t required, GNER has a first class return of £64.00 between Aberdeen and Edinburgh, valid on their services only.
Q. Is anything being done to make sure the 0817 Aberdeen-Keith doesn’t leave without waiting for passengers off the 0632 Perth-Aberdeen? A. First ScotRail apologises for the one incident when this occurred, which was due to a communications error. A procedure is now in place for holding the connection to ensure passengers can make the onward train. In addition, the 0817 departure will be retimed to 0822 from 11 June to allow more time for people to make the connections.
Q. Could additional carriages be added to the 1722 Aberdeen-Edinburgh? A. All available carriages are currently in use during this time. However, we will bear this in mind for the future.
Q. Could connections be improved from Aberdeen towards Invergordon and beyond? A. From 11 June, the 1523 Aberdeen-Kyle service will connect into the retimed 1747 Inverness-Wick. Additional timetable changes for services operating north of Inverness, will take place in December, further to the introduction of the new morning train from Wick.
Q. Could cycle capacity on trains used in the Aberdeen area be clarified and are there any plans to improve provision? A. Class 170 trains carry 4 cycles and the Class 158’s carry 2 cycles. We will be reviewing the scope for increasing Class 158 capacity when these trains are refurbished.
Q. Why are Scotland’s long-distance trains regarded as being poor quality? A. Our long distance trains are modern and fit for the purpose and distance for which they are used. They provide sufficient seating capacity and in terms of their average age and provision of passenger amenities, compare well with what is on offer elsewhere in the UK and Europe.
Q. Could a Ticket Vending Machine be provided at Dyce? A. This will be given consideration when we come to install automatic ticket gates at Aberdeen.
Q. At Aberdeen Station, is it possible for passengers who already have tickets to be given priority over those who are queuing to buy them? A. This is our intention and we are working towards identifying an efficient way of doing this. Recently, we have had to use of agency staff to assist with this while our permanent staff were being trained up, which may have impacted on the speed of which passengers could leave the staton.
Q. Is it possible for the booking office at Elgin to open before 0630 so passengers can book their tickets in advance of boarding the 0641 departure? A. This is the earliest start-time consistent with staff working hours and delivering the required duration of opening.
Q. Why are tickets sometimes checked three times at Aberdeen – before boarding, en route and when alighting? A. Passengers boarding from most intermediate stations will have their tickets checked only once or twice. The installation of automatic gates will help speed passengers through at Aberdeen and Dundee stations.
Q. Can Club 55 Premier tickets be brought into line with Club 55 in Standard Class as regards to allowing a 1000 arrival in Glasgow or Edinburgh from Aberdeen? A. We shall keep this distinction under review, which is intended to recognise Business Class passenger numbers on key services.
Q. Can efforts be made to ensure a more consistent supply of newspapers is available in Business Class on services out of Aberdeen? A. We shall keep this under review.
Q. Can more information about delays be carried on Ceefax? A. The Ceefax Travel Pages are centrally controlled in London, and have to reflect nationwide priorities. Local information is better conveyed on our JourneyCheck and JourneyAlert services. For more information, check our website at www.firstscotrail.com
Q. Can there be improved training in customer care for catering stewards? A. We have a commitment to spend £1million per year on staff training and development, which includes our catering staff.
Q. Are there any plans to improve the frequency of services from Dalgety Bay in the morning? A. There are no plans to increase the service frequency on this route at present. However, the timetable is continually under review and we work closely with Transport Scotland and Network Rail to identify where improvements can be made.
Q. The North Berwick service is now very busy and reliable. With the new QMU campus being constructed and the extension of Musselburgh racecourse. Are there any plans to run longer trains to meet increasing demand? A. The Class 322’s will have additional seating as part of the major refurbishment. Seating will increase from 252 to over 290 for the benefit of customers.
Q. Can anything be done to increase capacity on the Edinburgh / Glasgow trains in the morning, which can get busy at Croy? A. The Edinburgh / Glasgow trains are already at the maximum number of carriages allowed in order to fit the platform lengths at stations along the route.
Q. Is there a chance of increasing capacity on the 08.08 service from Drungelloch to Helensburgh? A. The current capacity is as agreed with Transport Scotland based on previous counts for the old timetable. We are waiting on updated passenger count data for the North Clyde services, and are planning to review our capacity allocation once this is received. This is unlikely to be implemented before December 2006. We have made a few adjustments to the planned capacity, which will be introduced shortly.
Q. The 0825 Dalmuir to Lanark is often cancelled. Why is this and what is being done about it to improve the level of performance on this service? A. Having been brought to our attention, a check has been carried out on this service. There have been cancellations on this service within the last four weeks. The reasons for this were not connected and we will however, continue to monitor it.
Q. The 06.43 ex Ayr to Glasgow is often very busy. Can anything be done to increase capacity on this service? A. First ScotRail regularly monitors passenger numbers on services. The latest count information we have for this train does not indicate that there is an issue of overcrowding. We will continue to monitor the situation.
Q. Could the 0532 Aberdeen / Glasgow run fast from Perth so as to match the 1642 timings of the Glasgow / Aberdeen train which is non-stop to Perth? A. The 1642 runs non-stop to ease line capacity and because it is too busy to carry Stirling passengers. Removing Stirling and other calls from the 0532 would require a replacement stopping service for which we do not currently have the resources.
Q. Could there be more trains running between Edinburgh and Perth? A. Frequencies on key interurban routes are being considered in the Scottish Executive\'s current Planning Assessment. The track would have to be upgraded between Perth and Ladybank in order to accommodate an hourly service.
Q. Could trains to Inverness use platform 3 at Perth which is convenient for interchange instead of the remote platform 7? A. The reason for using this platform is that Platform 3 can only accommodate a four carriage train and several services on this route are now five carriages.
Q. On Sundays could the 1819 Oban/1610 Mallaig-Glasgow arrive at Queen Street earlier than 2123 so as to provide a more comfortable connection into the 2140 Glasgow-Aberdeen? A. Timings on the West Highland Lines are constrained by shipping connections and by the single track.
Q. Why are ticket examiners on the North Electrics sometimes reluctant to call the police to deal with drunks? A. First ScotRail’s on-train staff have all been trained to deal with difficult situations including passengers under the influence of alcohol. British Transport Police (BTP) play an active role in the training programme and have made it clear to staff that assistance will be given to deal with any situation that gets out of hand. In Strathclyde, there have been very few incidents, which is credit to staff who will always put the safety of passengers first.
Q. Are there any plans to move or refurbish Addiewell Station? A. There are no plans at present.
Q. What is happening to the shelters which have been removed from stations? Will they be going back in? A. As part of out ongoing station investment plan, a number of stations will receive new shelters. Work began at the end of March and will be carried out in a rolling programme.
Q. At Glasgow Queen Street, could a Solari-type departure board be restored in place of the present monitors which are sometimes difficult to read? A. We shall consider an appropriate style of display when the present monitors are due for renewal
Q. On the North Electrics, could there be more cleaners based at the outer extremities such as Helensburgh or Balloch, to keep the trains litter free? A. There are cleaners based out at Helensburgh Central in order to carry this out. Tickets, Fares and others etc
Q. What is being done to improve ticket checking on services? A. Revenue protection is a key priorities and we have significantly increased the number of staff in this area to carry out ticket checks.
Q. It has been suggested that a 4-zone rail only ticket is more expensive than a multi-modal ticket. A. We are aware that there are some fare anomolies where a Zonecard is slightly less expensive than the rail season ticket. This is because on a few occasions over the years, the Zonecard has been increased by less than the rail fare. This is despite the fact that both have been set by SPT. We are now trying to address this with Scottish Executive, who now control rail fares in Strathclyde.
Q. It has been highlighted that the toilets are often locked on the Class 334 trains. Can something be done about this? A. We are in the process of reviewing our arrangements with regards to toilet servicing and have a number of initiatives in hand to improve availability.
Q. Visually impaired people would find it easier to read the pocket timetable if the shading was removed. Are there any plans to do this? A. The use of shading on alternate rows is a visual assist to our customers, particularly on wider tables or larger station banks. The use of pale backgrounds behind the black text conforms with RNIB guidelines.
Q. Could Flexipass fares be extended to Perth? A. A Flexipass fare for this route is to be considered in the future.
Q. Are there any plans to introduce a circular ticket to encourage leisure travel? A. The Freedom of Scotland Travelpass allows go-anywhere travel after 0915 Mondays-Fridays and all day at weekends.
Q. The on-train automated announcements are sometimes too loud. Can they be turned down? A. The announcements are intended to be audible to the hard-of-hearing. In addition, automated audio announcements are to be installed on the remainder of our diesel trains over the next 18 months. This will reduce the volume variability which currently exists whenever manual announcements are made.
Q. There continues to be overcrowding on evening peak trains in the Fife Circle. Can the last off-peak train be made longer? A. All our rolling stock is in use in both the morning and evening peak periods, and is allocated based on passenger counts on every train. We continually monitor passenger loadings, and make changes where this is appropriate.
Q. The volume of announcements is much louder on some trains than it is on others in the Fife Circle. A. Automated audio announcements are to be installed on the remainder of our diesel trains over the next 18 months. This will reduce the volume variability which currently exists whenever manual announcements are made.
Q. Can anything be done to improve time keeping on the morning peak services in Fife? A. We have been working with Network Rail and have identified a number of changes to the timetable to assist with improving time-keeping. A number of improvements were made at the December timetable change, there are more planned for June and we are already working on finalising the changes for the December 2006 timetable change. We are confident that each of these changes will make improvements.
Q. Can services start earlier on a Saturday? The 0620 from Kirkcaldy on Saturdays misses connections in Edinburgh which the weekdays 0600 makes. A. We will look at the implications of this for the new timetable in December 2006 (the June timetable is already completed).
Q. Are there any plans to increase the number of carriages on the 17.42 Glasgow Queen Street to Airdrie from three to six? A. All our rolling stock is in use during the evening peak. We have recently completed some passenger counts on this route in the evening peak, and there are currently no plans to change the allocation of rolling stock at this time. We do, however, monitor passenger numbers constantly.
Q. The 07.54 Polmont to Queen St has recently been coming in to platform 7 instead of 2 or 6. A. Platform arrangements at Glasgow Queen Street station are under constant review, and takes into account the incoming trains and outgoing trains.
Q. The revised timetable for Helensburgh has reduced travel choice and led to overcrowding in the morning express service. Can this be looked at with a view to adding more carriages? A. We are planning to make some minor changes to the rolling stock used for some peak servcies on this route – and hope to implement these changes in March / April.
Q. Why has the evening express train from Glasgow to Helensburgh changed from leaving at 17.14 to 17.01? The previous timing was more convenient for people leaving work. A. We hope to change this to leave Queen Street at approximately 17:20 from the start of of the June timetable.
Q. The 1510 Glasgow Central to Newton can be quite dirty. Can anything be done to improve the level of cleanliness? A. Our investigations have identified that this service was not always receiving a ‘turnaround clean’ at Glasgow Central prior to departure due to a number of other services departing around this time. Revised arrangements have been put into place to improve the presentation of this service. Thank you for bringing this matter to our attention.
Q. The 08.01 Paisley Canal to Glasgow service is persistently late. What is being done to improve performance on this route A. Performance on this route is being examined, but it is difficult to significantly improve performance due to the single line beyond Dumbreck, which constrains what we can do with the timetable.
Q. The 17.12 service from Edinburgh Park to Stirling is often late. A. We are aware that there are some issues with regards to this service and its reliability and are looking in to ways in which it can be improved, including the possibility of changing platform. Part of it can be attributed to track congestion between Waverley and Edinburgh Park.
Q. Is it possible to have heated waiting rooms on stations in Fife? A. Dalgety Bay and Dunfermline Queen Margaret will have new heated waiting rooms installed by the end of June 06 as part of our ongoing station investment plan.
Q. Why is there only one shelter at South Gyle station? A. A new waiting room is planned for installation in 2006/07, as part of our ongoing station investment plan.
Q. The platform normally used at Gourock is the one furthest from the pier – why is this? A. This has been raised with the local manager and our train planning department. It will also be discussed with Network Rail, who allocates platforms, to see if this can be changed.
Q. There are no ticket issuing facilities at Kirkhill station and the on train staff are not always able to sell tickets. Can anything be done about this? A. We are looking at ways of simplifying the fare structures that will then allow the sale of books of tickets such that customers can have a minimum number of trips to a booking office. This work is ongoing but no implementation date is yet finalised. In the meantime we continue to have staff selling tickets at the Central station ticket checks to help minimise queues.
Q. When are automatic ticket gates going in to Stirling station? A. The ticket barriers are scheduled to be in Stirling station later in 2006.
Q. There is a lack of car parking spaces at Croy. A. Funding has been secured by SPT, who have commissioned a feasibility study. When this is complete, the best option for expanding car parking at Croy will be decided upon, and if the funding secured is sufficient, work to expand the car park will begin.
Q. Annual season tickets stop working very quickly and staff can be rude when having to check tickets at the manual gate. Why do they insist on writing on the ticket which just holds everyone up? A. Tickets must be ‘endorsed’ to avoid inappropriate repeat use. However, we are disappointed to hear that any of our staff are rude where we put customer service as a top priority.
Q. Why are off peak railcards not open to everyone and only available for selected groups? A. Railcards for Young Persons, Senior Railcards and Family Railcards are aimed at customers that tend to be price sensitive and are therefore encouraged to travel more with the discount. These products are commercial, in that they increase overall revenue even with the generous discounts. However, such targeted discounts are designed to minimise impact on peak travel where we hope to offer the best possible levels of comfort for those that must travel at these times and pay the full fare for this service. Offering discounts to other groups and at other times would not be commercially viable.
Q. Can an additional ticket examiner be put onto the 0749 from Newcraighall to Edinburgh in order to assist the conductor in checking everyone\'s tickets before reaching Waverley? A. We are currently reviewing which services have a requirement for additional ticket examiners with a plan of allocating more staff accordingly.
Q. Why are the refurbished luggage racks on the Class 318’s made of glass? Does this pose any sort of safety risk? A. The luggage racks being installed on Class 318 units during refurbishment comply with all relevant Industry Standards. This design has already been applied to over half of the Class 156 fleet, with the remainder to be fitted during 2006. In addition to improving the vehicle environment, the glass luggage racks also allow greater visibility of the luggage rack contents, with consequent security benefits.
Q. The 1706 Queen Street to Lenzie doesn’t appear to operate anymore. A. This service was retimed with the start of the winter timetable in order to allow the 1703 service to Perth to start a few minutes later and provide some relief to the number of passengers travelling on the 1718 service to Dunblane which monitoring had indicated was getting very busy.
Q. There are not enough announcements made at Camelon station to alert passengers to where their train is. A. Camelon station does not have an automatic announcement system but is fed information through the long line announcer at Dunfermline. During times of disruption, announcements will be made to update customers but due to the number of stations being covered, it is not possible to provide information on every service. There are Customer Information monitors at the station which provide information on current services.
Q. The 0744 Stepps to Glasgow Queen St service has recently been reduced to two carriages from three. What is the reason for this? A. Passenger numbers on services are regularly monitored to assess where there is the greatest need for carriages. Monitoring on this route highlighted that the 0744 was not as busy as other trains and therefore, the decision was made to transfer the third carriage onto one of the busier services. Numbers will however, continue to be monitored.
Q. Is it possible to introduce a half hourly service between Kilmarnock and Glasgow which stops at Stewarton? A. This is not currently possible due to the fact that the route is made up predominantly of single line track and is already at capacity. Stations
Q. What will the policy be on smoking at Haymarket Station? A. We are currently working with Scottish Executive on the no smoking policy, which will start at 0600 on 26 March. We will have posters up at stations in advance of the date highlighting the changes and our staff will be fully briefed on the policy regulations. Further information will be available in the near future.
Q. Can both manual gates at Queen St station be manned at peak times? A. We do try to make sure that whenever possible, staff are manning both ticket gates but occasionally we are not able to do so.
Q. The 18.08 Glasgow Central to Paisley Canal service seems now to be leaving from a different platform. A. We are allocated platforms by Network Rail, who make the decision based on the most sensible options and available space.
Q. Why do the ticket vending machines not issue Flexipasses? A. Due to the type of ticket this is, this is not something that is a viable option to issue via the ticket vending machines. It will be kept under review however.
Q. Why do you need a login and password to enter the FSR website to look at fares? A. This is something we are aware of. We continually look at ways in which we can improve our website and keep in regular contact with our service provider, Trainline, with whom this will be raised again.
