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Services
Q. Are there any plans to increase Sunday services through Lenzie and Bishopbriggs?
A. A new hourly service on Sundays commenced on 9 December with the start of the Winter timetable.
Q. Can anything be done to improve the reliability of the 1715 Edinburgh to Glasgow train which can ensure the connection at Queen Street can be made for the 1821 West Highland service? Or would it be possible to hold the West Highland train or retime it?
A. We are currently reviewing all services out of Waverley Station to see if the platform changes following the major works will assist with performance.
Q. Trains to Anniesland in the evening peak are sometimes cancelled at the last minute. Why is this and is it possible for more notice to be given to customers?
A. Last minute cancellations are usually due to a train failure or infrastructure issue on the network, meaning we have no advance notice. We do inform customers and staff as soon as we are aware that a train has been cancelled.
Q. When a train to Bathgate has to be terminated at Livingston North, can customers be informed before it sets off so that we can stay at Waverley for the next one?
A. Unfortunately the need to terminate a service early often arises after the train has started its journey. We notify customers as soon as we can and provide information on alternative travel options.
Q. What can be done to relieve overcrowding on Aberdeen-Edinburgh services?
A. We are in discussion with Transport Scotland about implementing the Route Utilisation Strategy recommendation to transfer most Fife calls to a separate Dundee-Edinburgh service that would allow line capacity to be released by the transfer of freight trains to the new Stirling-Alloa-Kincardine route.
Q. Are there any plans to stop Edinburgh - Glasgow services at Edinburgh Park?
A. There are currently no plans to stop these services at Edinburgh Park.
Q. Are there any plans to put extra carriages on Edinburgh - Dunblane peak time services?
A. We regularly monitor services to see where the greatest demand for capacity is and will make any necessary amends to rolling stock provision in line with this. All our rolling stock is currently being utilised but we will continue to check passenger loadings.
Q. Why do Edinburgh - Glasgow services get priority over local services?
A. The performance of Edinburgh-Glasgow trains has to be managed with particular care because of the impact they have on many other services using busy terminals at both ends of their route.
Q. Can more carriages be added to the 08:13 daily service from Hillfoot to Glasgow to make it run with six carriages? Would there be an opportunity to reallocate the carriages from the next train which runs as a six car but is generally less busy?
A. Our rolling stock is allocated as effectively as possible to match demand for travel. There are sometimes practical reasons as to why some less busy trains have to be formed of more carriages than appear to be necessary. In this instance, the carriages which form the later train to Glasgow Queen Street station (the 08.18 train from Milngavie) are unable to operate the earlier train to Glasgow Central station (the 08.10 from Milngavie) as they are prohibited from use on the latter route. We will however review the utilisation of rolling stock to ensure we are able to better match seating provision with demand.
Q. Could the 15 minute service between Edinburgh and Glasgow be extended to 1900 – 1930 from Milngavie to Glasgow QSt
A. A business case for this proposal is currently under consideration.
Stations
Q. Are there any plans to upgrade the information monitors at Croy station?
A. There are no immediate plans to upgrade the Customer Information System monitors at Croy. However, they will be due for renewal over the next couple of years and are likely to be replaced with a modern system, based on LED displays.
Q. Would it be possible for the monitors at Queen Street to remain on the screen showing platform and stopping information for longer rather than changing between other messages?
A. The monitors at Queen Street will shortly be replaced with an entirely new system. The new 'main board' will have a special notice screen and this will be used to display the types of messages that currently appear on the displays. Therefore the displays will go back to displaying train information.
Q. What is the latest with regards to parking at Croy Station and are there any plans for a Park and Ride facility
A. Strathclyde Partnership for Transport has funding for a multi-storey car park at Croy. The final designs and specification have to be agreed, ensuring that the car park can be delivered for the amount of funding available. Assuming that all of this is agreed, and Planning consent is granted, completion at this stage is expected by the end of 2009.
Q. Is it possible to announce which platforms trains are departing from with more time before they leave which would enable customers to get there in good time without having to rush?
A. We review platform loadings but we also need to take into consideration that trains have to be cleaned and any ticket reservations loaded prior to departure.
Q. Why do the ticket gates at Waverley and Haymarket not have a wide gate to take bikes through like the ones at Stirling?
A. The Stirling gates are of more recent design. We will consider bringing the Edinburgh gates into line when the time comes to renew them.
Q. Why do you have ticket checks on Platform 10 at Waverley that hem in arriving and departing passengers?
A. We shall be reviewing the plarforming arrangements for the new timetable.
Q. Can you change the no-smoking sign at Leuchars be amended so as to make it more clear that smoking is not permitted?
A. We shall take this into consideration when next renewing the signage.
Q. Why was the security screening at Aberdeen so heavy-handed?
A. Searching of suitcases and other luggage is carried out in accordance with the Department for Transport guidelines and we are required to fully comply with these.
Q. Are there any plans to improve access at Anniesland Station for customers in wheelchairs and with buggies? Platform 2 is also prone to moss growth which can be slippy.
A. There are no immediate plans to provide step free access to each platform at Anniesland. A feasibility study has previously been undertaken, recommending new ramps to each platform. This required the acquisition of land which is in private ownership and which Network Rail was unable to purchase. The issue of moss growth on platform 2 has been brought to the attention of the facilities manager responsible for maintenance of the station, and will be dealt with.
Q. Are there any plans to increase the number of parking spaces at Milngavie, Bearsden and Westerton stations which would in turn, encourage more people to travel by train?
A. The car parks at Milngavie and Bearsden are both local authority car parks and not First ScotRail’s. As there is no adjoining space available to expand either, the only possible expansion would be vertically (i.e. multi-storey). The intention is to undertake feasibility work next year for Westerton if funding can be secured, to provide a preferred option for expansion with outline costs.
Q. Are there any plans to install ticket gates at Charing Cross station which would reduce the number of people traveling without a ticket?
A. Charing Cross may be included in the next round of ticket gates.
Q. Are there any future plans to extend the car parking facilities at Kilwinning Station or plans for CIS monitors to be installed at Saltcoats Station?
A. There are plans for CIS to be fitted at Saltcoats Station, which is anticipated to take place in the next few months as part of our ongoing Station Investment Plan. We are not currently aware of any plans to extend the car park at Kilwinning Station.
Tickets, Fares and others etc
Q. Why are there no off peak tickets which are valid over night?
A. On shorter distance journeys, where the vast majority of demand is for day trips, we set day return fares. For longer distance journeys we use open returns, valid for one month.
Q. When leaving luggage at Queen Street Station, you require 5x £1 coins. There is no change available at the left luggage office. Would it possible to make it so for those who don’t have the exact money?
A. A float has been available at this facility for around the last nine months, so within reason, this should not be an issue for customers. We will ensure that this is always maintained.
Q. Can JourneyAlert be made more specific? Messages occasionally state that a train ‘may’ be late.
A. We regularly review the accuracy and relevance of the JourneyAlert messaging with our system providers and appreciate any feedback regarding the system. JourneyAlert sends out disruption messages to customers based on an "as is" snapshot of the state of train services at a specific time as requested by the passenger. It predicts likely future scenarios based on current knowledge of disruption and therefore is it not always possible to say with certainly that disruption will occur.
Q. Are there any plans to introduce a Flexipass from Linlithgow to Hillington West?
A. Flexipasses are introduced on journeys where there is a reasonable level of demand for commuting trips. We will keep this request on record.
Q. Why can't the TVMs at Waverley and Haymarket sell Edinburgh City Council concession tickets?
A. We are pursuing the necessary software upgrade in order to do this. It may take some time to install however as we need to comply with Council requirements for audit purposes.
Q. Why is the magnetic strip in my annual season ticket insufficiently robust for your cardreader so that I have to get it renewed several times a year?
A. We shall consider for future respecification of our ticketing stationery.
Q. The promise of an Edinburgh-Lenzie Flexipass seems to have been withdrawn, so is it possible for Edinburgh-Glasgow Flexipasses to cover Edinburgh-Lenzie?
A. A Flexipass between Edinburgh and Lenzie does exist and is available for purchase.
Q. Is it possible for zone cards to be more flexible so that customers can purchase them mid week, making them more aligned to season tickets?
A. The current rules for Zonecards state that they must start on a Sunday, though can be renewed from the Thursday before Zonecards are a Strathclyde Partnership for Transport product, where First ScotRail are only one of many participating operators. SPT should be approached with any request for a change in these rules.
Q. Are there any plans to improve on the saving of monthly season tickets?
A. The savings offered by season tickets increase the longer the period of validity purchased. A customer who travels five days a week will generally save 20% compared with buying Standard Day Returns each day, and a customer who purchases a monthly will save 23% whilst an annual will save around 30%.
Q. Are there any plans to introduce an ‘Oyster card’
A. ‘Oyster’ is one of a number of smart ticketing formats which First ScotRail is currently reviewing as an available ticket option.
Q. Is it possible to purchase a ticket that is valid for travel on the train, bus and subway?
A. The SPT Zonecard is a multi modal ticket valid on all these forms of transport in the Strathclyde area for periods of one week, one month, 10 weeks and annually. For day travel, First ScotRail have a number of link ups with bus operators and SPT Subway to provide integrated ticketing opportunitiesQ. Can something be done about the heating levels on the Class 334 trains as they can get very hot?A. Class 334's are not currently fitted with air-conditioning and as such, if the carriages become too hot, on train staff or passengers need simply to open the windows.
Q. Why is the Glasgow - Edinburgh 10 journey Flexipass not valid between Glasgow and Edinburgh Park?
A. A 10 Journey Flexipass is available from Glasgow to Edinburgh Park, this should be purchased rather than a Glasgow to Edinburgh Flexipass.
Q. Can there be more ticket checks on trains between Edinburgh and Glasgow. Some people are traveling without buying a ticket.
A. All trains have at least one member of staff on board who has operational as well as commercial duties. These include checking and issuing tickets. Both start and destination stations have ticket gates in operation which has seen a significant reduction in the number of people traveling without a valid ticket.
Q. Are there any plans to provide greater capacity on the off peak services between Edinburgh and Glasgow? These trains can be very busy with leisure and flexi time working customers and additional carriages would be welcome.
A. We do look at customer flows and try to ensure we are providing the capacity where it is most needed. Cleaning and maintenance work is carried out during off peak times as well which means that not all stock can be active at all times. The reintroduction of through services between Glasgow Central and Kings Cross via Edinburgh which were suspended in July due to the Waverley Station upgrading, will also see an easing of off peak passenger numbers and reduce overcrowding from the end of November.
Q. When the xx15 and xx45 services are cancelled at Queen St to Edinburgh, why do the xx00 and xx30 services not stop at Polmont and Linlithgow?
A. We appreciate that this can be frustrating. However, during times like this, we have to look at where the greatest customer need lies which includes deciding on whether it is more advantageous to add in these stops or not and to run express services instead.
Q. Can the 08:00 Cumbernauld to Queen St service have more carriages to alleviate overcrowding?
A. We have limited capacity and regularly monitor services to ensure we are allocating rolling stock where it is most needed, ensuring we are making the best use of it during peak times.
Q. Can anything be done to alleviate the overcrowding on platform 2 at Croy for the 07:42 service to Edinburgh?
A. We are aware that the platform can get busy. We will continue to monitor the situation, which is caused predominantly by customers coming off the 07:36 Stirling train.
Q. The 17.15 Edinburgh to Glasgow service is very busy arriving into Queen St and often comes into platform 2 which creates a crush with customers trying to get off and others trying to get on. Are there any opportunities to change the platform?
A. Platform and track capacity is used to the maximum during this time of day which means the options for changing platforms are limited.
Q. Are there any plans to run a later train from Edinburgh to Bathgate in the evening?
A. We are discussing service improvements with Transport Scotland who specify train service levels.
Q. Can more carriages be added to the morning peak services between Bathgate and Edinburgh?
A. We have limited capacity and have to make the best use of it at peak times. The opening of the line between Airdrie and Bathgate will provide an opportunity to improve on current capacity.
Q. Services between Edinburgh and Bathgate have been poor for the last few days (early November) with several cancellations and late running trains. What was the cause of this?
A. A temporary speed restriction was in place on this line following the completion of a section of works which were carried out as part of the overall programme for the Airdrie – Bathgate line, being undertaken by Network Rail. This speed restriction had an impact on services on this route.
Q. Are there any plans to install a TVM and Help Points at Thornliebank station?
A. There are currently no plans to install a TVM at Thornliebank Station however, CCTV and Help Points will be installed in December this year.
Q. At Bathgate Station, the CIS monitors do not always function correctly, especially in times of disruption by not showing cancellations quickly enough.
A. The CIS screens are updated when there is disruption and this is supported by announcements from our Dunfermline Customer Services Centre. We will look into this however to ensure they are working efficiently.
Q. The long line public address system at Livingston North Station does not always let you know when there is service disruption along the line and can also carry incorrect information. The Help Point has also been intermittently faulty where the member of staff could hear the customer but the customer could not hear the response. Please can this be checked?
A. The CIS screens are updated when there are cancellations and this is supported by announcements from Dunfermline Customer Service Centre. The Help Point at the station has been checked. Faults have been reported over the last three months and on every occasion, have been resolved within a maximum of two days. In addition, our Service Quality Auditors as well as an Inspector from Transport Scotland each visit the station once every four weeks to check all facilities are in working order.
Q. Can on train staff take more of a proactive stance of customers who put their feet up on seats?
A. We are currently in the process of readdressing this matter. A brief is being pulled together for staff, providing further guidance on dealing with customers who behave inappropriately.
Q. When services are disrupted between Edinburgh and North Berwick, can something be done to improve the line of communication so that customers are informed as quickly as possible as to what arrangements have been put in place? This will allow them to make a decision about what they want to do.
A. We are currently looking to install automated long line public address systems to every station on the North Berwick line by the end of December. The automated system will be linked to the Customer Services Centre at Dunfermline. During normal operation, the system will automatically announce train information at the stations. During periods of disruption, the staff at Dunfermline will be able to either make announcements or send pre-recorded announcements to advise passengers of the delays / disruption. Customers can sign up to our JourneyAlert service, a free text message system which provides information direct to their mobile phone when disruption arises on their chosen route.
Q. Are there any plans to introduce quiet coaches on the Edinburgh to Glasgow line?
A. At present there are no plans. This is mainly due to capacity levels during peak time services and the number of carriages which run during off peak hours. This will, however, be fed back to our commercial team for future consideration.
Q. It seems that the pricing structure from Polmont favours travel in an east direction. Why is this?
A. The link between fares and mileage was broken pre privatization. A number of fares are also subject to government regulation. Polmont to Glasgow fares still represent good value, with an off peak return of £8.90 for a round trip of 25 miles.
Q. A customer purchases tickets from various points and is a frequent traveler with GNER. He qualifies for a ‘time-card’ which gives discounts if you spend £1200 over 3 month period. However you have to submit original tickets to qualify (receipts not accepted) and this creates a problem at gated stations as staff are reluctant to allow customer through - he offers to have them clip or mark tickets but this does not often work.
A. We are currently working on a solution to this and will liaise with GNER with regards to this card type, as it may be that staff are unaware of it and its requirements for obtaining the discounts. Our policy is to ask customers to use the ticket gates but we will brief staff that customers carrying this card type should be allowed to exit via the manual gates.
Q. Are there any plans to introduce platform tickets which would allow the public to assist elderly relatives or those with heavy luggage, buggies etc on to the train? Can staff not use their discretion at times like this?
A. We do ask staff to use their discretion and we have also adopted a system where we can give a pass to customers seeing people off under these circumstances in key stations.
Q. Can there be a greater staff presence on the Glasgow to Whifflet service which would reduce the opportunity for individuals to get away without paying for a ticket?
A. All our services have a staff presence on board. We also carry out random revenue protection exercises to reduce the opportunity for customers to travel without a valid rail ticket. In addition, we have taken several steps, including the introduction of ticket gates at key stations and station ticket checks, which has seen a significant reduction in the number of people traveling without paying. We will continue to see revenue protection as a key priority.
Q. The behavior of some customers on the Largs services is poor and staff sometimes seem reluctant to do anything about it.
A. Our staff are briefed in how to handle difficult situations on trains. We also work closely with BTP and will liaise with them about increasing their presence on a service but in order for us to make further enquiries into this, it would be helpful to know if it was a specific service that was a problem. Please call our Customer Contact Centre in Fort William if you are able to provide additional information.
Q. Can more carriages be added to services between Glasgow Central and East Kilbride between 1700 and 1800 as they only run with two carriages and are very busy trains.
A. We have limited rolling stock and try to ensure that we allocate it on services where the greatest demand for capacity lies. We carry out regular checks on passenger numbers and make any amends necessary to where carriages are needed.
Q. At stations such as Stirling, where automatic ticket gates are in operation, is it possible for someone meeting or seeing off an elderly relative to help them from or to the platform?
A. While we have an obligation to ensure that customers reach the platform in possession of a valid ticket, staff on the gate line are encouraged to use their discretion to allow friends and relatives through where their purpose clearly is to purely to provide such assistance.
Tickets, Fares and others etc Q. Can more information be provided for customers when there is service disruption in regards to what the actual cause of delay is?
A. A service recovery project is currently being devised. This is a comprehensive plan covering all aspects of service disruption right through to recovery and which will include appropriate information provision.
Q. Can ticket examiners sell tickets to passengers on the concourse when they are not checking tickets of passengers coming off trains?
A. Although the prime purpose of ticket-selling staff on the concourse is to sell to ticketless passengers arriving off trains, we expect them to show flexibility so that when they are able to do so, they should also sell to customers wanting to catch trains.
Q. Are there any plans to retime morning peak services from Springburn which would allow a connection for those coming in from Gartcosh wanting to get to Alexandra Parade?
A. Train services between Springburn and Alexandra Parade were re-timed in December 2005 as part of as major timetable alteration necessary to enable a new rail services to operate to Larkhall. There are currently no plans to retime these trains.
Q. Will the current 1936 Edinburgh to Inverness service revert to 1940 on completion of the Waverley redevelopment works?
A. It is anticipated that this train will revert to a 19.40 departure time.
Q. The 1615 and 1720 Glasgow Central to Edinburgh Waverley services on weekday evenings are overcrowded. They used to run with four carriages but now have only two.
A. The 16.15 has been temporarily reduced in order to enable us to operate a 17.33 Edinburgh Waverley to Glasgow Central service for passengers affected by GNER's withdrawal of most through services between Glasgow Central and London Kings Cross as a result of the ongoing Waverley Redevelopment works. It is anticipated that four carriage trains will be restored from the end of November. The 17.20 service is timetabled to run with four carriages.
Q. The 1720 Glasgow Central to Edinburgh service comes into the station quite soon before it is due to go out again which results in passengers rushing forward to get on when the platform is announced on the departure board.
A. Capacity constraints at Glasgow Central station prevent the train arriving any earlier than its planned time of 17.12.
Q. Will Brunstane services become through trains to Haymarket again once the Waverley project is completed?
A. Yes, this is currently planned to happen with the new winter timetable which commences on 9 December 2007.
Q. Can the auto announcements on Fife Circle trains which sometimes state the train is for Edinburgh, be removed as they can be confusing?
A. A full review of public announcements is currently underway. This review includes looking at sound levels of messages, content and length. Once complete, any necessary action will be taken to ensure we are providing correct and latest information for customers.
Q. The customer information system at Motherwell station does not work and the general signage is poor.
A. We are aware that there have been problems with the screens in the past. The CIS at Motherwell was a trial using a different type of system from the one we are rolling out across our stations. Funding has now been secured to replace the system with the more reliable and more modern equipment used elsewhere and this will be completed by the end of October.
Q. Are there any plans to install CIS at Cambuslang station?
A. There are plans to install CIS at Cambuslang Station in the near future which will be funded through our station investment plan.
Q. Why is platform 11a used during the evening peak when time is limited to board services?
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 well in advance of departure, allowing customers plenty of time to reach the platform. There are also plans to extend the platform which will be used more frequently when the Glasgow Airport Rail Link project gets underway.
Q. Are there any plans to install a TVM at Kilmaurs station to allow passengers to purchase tickets prior to boarding?
A. There are currently no plans to plans to install a TVM at Kilmaurs Station. However, we are hoping to receive additional funding for more TVMs to be provided, locations for which will be based on where demand is greatest.
Q. The queues for people needing to purchase a ticket on arrival at Edinburgh off the 07:45 or 08:45 Livingstone South trains are often long. Can more staff be provided at ticket office or more ticket sellers on train?
A. We provide additional staff at key locations to assist with ticket sales during busy times. We will however, review this particular issue.
Q. The Help Point at Greenfaulds station has not been operational on several occasions. Is there a reason for this and can something be done about it?
A. If the Help Point is not working, the fault should have been reported and a contractor sent out to repair it. We will monitor this however to see if there is a recurrent fault and look to rectify it as soon as we can.
Q. The TVM at Camelon sometimes doesn’t work which means that customers have to pay the full fare price on the trains.
A. We are not aware of any particular issues with this TVM but will look into it and take any required action. We would also advise on board staff to use sensible discretion in situations like this.
Q. Are there any plans to install an additional information board on the low level platform at Queen Street, where the platform is long?
A. Discussions are underway to see how Network Rail can contribute to improving CIS at Queen Street and the Low Level CIS is under consideration.
Tickets, Fares and others etc Q.
Can something be done to improve the level of information available on JourneyCheck during times of disruption?
A. In order for us to ensure that that this system is working correctly, it is essential that we get specific details such as name and email address/ mobile number of customers experiencing difficulties. There have been genuine software issues which we have only been able to rectify once we have been made aware of it.
Q. The PIS on trains is poor and unreliable with information being out of line with route.
A. We are aware that there have been technical problems experienced with our PIS system on some of our trains. First ScotRail is currently addressing these issues.
Q. Are there any plans to introduce a 'Flexipass ticket for the route from Troon to Glasgow?
A. Fares in Strathclyde are controlled by Transport Scotland. There are currently no plans to extend the range of Flexipasses in Strathclyde however we will keep this under review.
Q. Could it be made possible to use a ticket on routes which lie close together but are on different lines?
A. Ticketing systems do not allow for tickets to be issued to dual destinations. However, there are a number of adjacent stations where travel is permitted on either line subject to paying the higher fare.
Q. Are there any plans to provide reduced rates for senior citizens, similar to the buses, during off peak?
A. A concessionary fare scheme operates across Strathclyde where senior citizens can purchase discounted tickets in the off peak using their National Entitlement Card. The Senior Railcard is also available for longer distance journeys.
Q. Are Cheap Day Returns not valid on the 1723 service from Glasgow to Falkirk Grahamston?
A. This is correct, Cheap Day Return fares are not valid on this service.
Q. Can more information be made available for infrequent travellers to advise about the upcoming closure of the Bathgate line?
A. We are working with Network Rail on this project to ensure customers are kept weill informed with regards to line closures and work updates. Posters are available at stations and we are carrying information on the CIS monitors as well as on our website. A timetable had been produced and relevant press targeted which will be followed up. There were also three public forums which took place in Uphall, Bathgate & Livingstone.
Q. Can tickets from Livingston North / South be interchangeable over the course of the Bathgate line closure in order to allow customers some choice for travel.
A. Tickets from Livingston North/South are interchangeable. Customers will be required to purchase the higher fare ticket but can use it to travel to either station.
Q. Are there any plans to introduce a Flexipass ticket on the Edinburgh Bathgate route?
A. Flexipasses have existed for some time on this route. The current Flexipass from Edinburgh to Bathgate is priced at £33.30. More information is available on our website – www.firstscotrail.com
Q. Can something be done to rectify the station lights that shine during the night into houses at Falkirk High?
A. This fault has been found and rectified.
Q. Can something be done to rectify the problems with ticket gates not accepting annual season tickets?
A. We are aware that there is a problem and we are looking in to it to find a way of rectifying this as soon as we can.
Q. The TVMs are easy to use but can be slow at printing tickets which means you often have to run for your train.
A. The TVMs we use are the most efficient and reliable currently on the market. Along with First ScotRail, the manufacturer is continuously exploring ways to make software improvements which will make the machines even more user friendly and quick to use. Improvements to speed have already made the machines a few seconds quicker since their introduction in 2004. This partnership will continue with the main purpose to benefit FSR customers.
Q. The 17.27 Glasgow Central to Carstairs has been reduced from six carriages to three. Why is this and will the additional carriages be returned?
A. We only have a limited amount of rolling stock available to us and we try and allocate this on the most heavily loaded services. We are working Transport Scotland to look at future rolling stock to meet increasing demand for travel.
Q. Are there any plans to enhance services to Kilmarnock from Glasgow at the weekend?
A. We are presently working with Transport Scotland with the view of increasing the service frequency between Glasgow and Kilmarnock throughout the day, from hourly to half hourly on Mondays to Saturdays. This requires changes to the current infrastructure and plans are being developed to see what is required and in what timescales.
Q. Will the airconditioning on the Class 158s be fixed?
A. Whilst the majority of the class 158's air conditioning is working effectively, we are aware of some technical problems on some units. This is being addressed by the manufacturer and a series of modifications to the system are being carried out.
Q. The services to East Kilbride from Glasgow have too many announcements. Can these be reduced?
A. There has been a full review of announcement frequency, pitch , volume and content across all rolling stock PIS. This is now complete so if customers still have issues with announcements we may want to encourage them to give us exact detail of what they are unhappy with to our CCC by phone, letter or email.
Q. Are there any plans to increase the number of services between Aberdeen and Inverurie during peak times?
A. We are presently working with Transport Scotland with the view of improving the level of service between Inverurie and Aberdeen. The route is a single line with only one passing point (at Dyce), which creates some restrictions as to what can be done. however, we are hopeful of achieving some improvements by December 2008.
Q. Are there any plans to increase capacity on trains between Aberdeen and Inverness?
A. There are no firm plans at present, but we are working Transport Scotland to obtain additional rolling stock to meet increasing demand for travel. We do look to use our current rolling stock as best we can in order to meet demand and continually monitor passenger numbers on services to ensure we are doing this.
Q. There is a 40 minute gap between trains from North Berwick to Edinburgh in the morning peak. The 0850 train is too late and the 0810 is too early. Is it possible to provide a service at around 0830?
A. The present level of service is the maximum that can be delivered with the current resources and infrastructure. Transport Scotland has looked at increasing the number of services on this route but due to the number of longer distance trains as well as freight trains using the East Coast Main Line between Edinburgh and Drem on weekdays, it is not currently feasible to increase the current timetable.
Q. Is there any way to increase the speed of services between North Berwick and Edinburgh. The journey should only take 15 - 20 minutes but the delay caused by opening and closing doors and waiting for passengers and possibly having to buy a ticket at the barrier adds valuable minutes to the journey.
A. The train service operating between North Berwick and Edinburgh is considered to be competitive when compared to other modes of transport. The actual times of trains is dictated by a large number of factors, including the need for trains to serve intermediate stations and to ‘fit’ between a number of other train services, as well as by the performance characteristics of the trains themselves. Without significant investment in additional infrastructure and / or rolling stock it is regretted that will not be possible to improve the speed of train services.
Q. There is often no conductor on the train between North Berwick and Edinburgh. With ticket gates at Waverley Station, passengers are delayed by needing to queue to purchase a ticket and this can sometimes lead to missing an onward connection.
A. There is always a conductor on board and all stations on the route have a ticket vending machine so customers can purchase tickets before boarding the train rather than needing to purchase one at Edinburgh Waverley.
Q. Trains to Edinburgh are often late due to a delay outside the station. Can anything be done about this?
A. Edinburgh Waverley is presently being remodelled to allow for greater capacity and more platform space.
Q. On the journey from Edinburgh to North Berwick, there is often a last minute platform change or there is not clear information as to which platform the train is departing from.
A. Last minute platform changes are not something that we believe to be acceptable except in circumstances that are unavoidable such as train failure or points problems. We will work with Network Rail to try and keep these to a minimum and to provide platform information as early as possible.
Q. Is it possible to add more carriages on evening peak services between 1600 and 1730 to North Berwick?
A. First ScotRail only has a limited amount of rolling stock available and we try and allocate this on the most heavily loaded services. We are working Transport Scotland to obtain additional rolling stock to meet increasing demand for travel. In addition, there are currently capacity constraints at Waverley station which prevent some trains from running with extra carriages.
Q. Is there a chance of running a later last service to North Berwick and an earlier first service on a Sunday?
A. We recently introduced an additional evening train to North Berwick departing at 20:37 and retimed the 21:25 to 21:37, giving an additional hourly evening service. Due to engineering and maintenance works being carried out by Network Rail, we are unable to run trains later than 23:07 or an earlier service on a Sunday, as this would impinge on their schedule. However, we are continuing to discuss ways that this can be improved.
Q. Will the through services to Haymarket from North Berwick return from December timetable?
A. Yes. Services between North Berwick and Haymarket will broadly revert to those which operated prior to the commencement of the Waverley station infrastructure enhancement works.
Q. Could customers on trains be asked to turn down their personal stereos which are disturbing other passengers? Maybe posters or notices could be put up.
A. This has already been looked at and when the safety notices are reviewed this will be taken into account.
Q. Are there plans to install CIS at Langside Station?
A. There are currently no plans to install CIS at Langside. However, this will be considered if additional external funding is made available for future years.
Q. Can the level of security be enhanced at Glasgow Central Low Level? If you’re travelling alone at night and you can’t get a phone signal, it would be good to have some method of communication point.
A. We have CCTV within the station and staff are also on duty who patrol the station regularly. Likewise we do work with British Transport Police to enhance the profile of patrols at this stations.
Q. Are there any plans to install a waiting shelter next to the taxi rank at Whifflet Station?
A. The car park and the taxi rank are not in the station lease so any plans would fall to the local council who owns and manages the area.
Q. The ‘No Smoking’ signage at Leuchars station is not clear enough so that customers are smoking under the canopy. Signage should make it clear that this is not permitted and anyone wishing to smoke should do so on the open platform.
A. Our ‘No Smoking’ signage is as per the legislation. Our staff will also make announcements to advise customers that smoking is only permitted on the areas of the platforms not covered by the canopy and if they notice anyone smoking under the canopy, they will ask the person to either put it out or to move along the platform. Customers can also write to or telephone our Customer Contact Centre if they see other contravening the regulations, who will take action if required.
Q. The ticket machine at Longniddry station does not work properly and sometimes gives you the wrong kind of ticket. It does not accept the switch maestro cards either and occasionally does not take notes.
A. We are aware that there was an issue with credit card authorisation throughout First ScotRail's estate of TVM's on the morning of 6th August. This was due to a problem with the credit card server and was resolved during the afternoon of that day. We have requested a full report from Scheidt & Bachmann the manufacturers, of this particular TVM.
Q. Is there a plan to install another TVM at North Berwick?
A. We are currently looking at machine usage and where we believe stations would benefit from an additional machine. Once this work has been undertaken, we will let you know.
Q. Are any improvements planned for trolley service product ranges on trains between Edinburgh and Glasgow?
A. We are currently reviewing our product range on our services to provide a better choice for customers.
Q. Why have the gates at Queen Street not accepted season tickets recently?
A. Monitoring has shown that the automatic gates are working at around 99% acceptance. The local issues that staff encounter tend to be things like magnetic strip damage or tickets that have been torn. When this is picked up by the barrier staff, they advise customers to renew tickets at the travel centre.
Q. Why is it not possible to purchase a One Ticket from the TVM or from on train staff?
A One Ticket is a multi modal product in which First ScotRail participates. It is owned and managed by an independent company, One Ticket Ltd, who take decisions on its development. Currently weekly rail seasons are available on train and from TVMs and we will investigate with One Ticket Ltd if they wish us to look into this option.
Q. Why do Sunday services start one hour later from Ayrshire?
A. This is due to Network Rail requiring a longer period of time to maintain the railway.
Q. Are there any plans to increase the number of services between Edinburgh and Lenzie?
A. Plans are in place to introduce a new hourly service on Sundays on this route from the start of the winter timetable.
Q. Is there a reason for some stations not being in the stopping pattern on the Fife circle and how do you recognise demand on a line of route?
A. The stopping pattern in Fife is based on demand as well as maximising the utilisation of the rolling stock. We are presently reviewing the Edinburgh to Fife and Dundee / Aberdeen timetable for the future which will provide more service opportunities for people living in these areas.
Q. Why does the 17.25 from Edinburgh terminate at Stirling when there are a number of customers looking to travel on to Dunblane? Is it possible to extend this service to Dunblane?
A. Due to feedback we have received from customers, plans are in place to extend this service to Dunblane from the start of the December timetable, which is good news for customers.
Q. Is it possible to provide more platform notice for trains departing Glasgow Central from 1700 onwards to allow more time to get to further away platforms?
A. Platforming at Glasgow Central Station is managed by Network Rail. We give as much notice as we can so customers have enough time to reach their platform comfortably to catch their train and we will continue to work with them to ensure this.
Q. Excellent job all round in the provision of bike space on the newer trains. Is anything being done to upgrade security for bikes at stations?
A. We have upgraded many of our cycle facilities at stations across the network, which has helped provide better security and have also introduced cycle hoops at many new stations.
Q. Praise given for removing the advertising message announcements from trains. Are there any opportunities for changing the type of coffee provided on services?
A. We carried out customer taste tests to find out which coffee our customers preferred and would like to have on our on train catering. We now serve the coffee which was chosen as a result of the tests however we will consider other opportunities in the future for holding further tasting sessions.
Q. Why is the off peak single ticket from Bishopton to Paisley only marginally cheaper than the return?
A. The main difference is that the Single is valid at any time of day and not restricted to the off peak in the way that a Cheap Day Return is.
Q. Why are the trains on the Ayrshire line not as smart as the E&G stock?
A. Predominantly, the trains which run on the Ayrshire route are newer than those which operate on the E&G line. In addition, other trains on this line are being modernised to provide greater comfort and reliability for customers.
Q. Are there any plans to introduce a Flexipass between Edinburgh and Lenzie?
A. There is already a 10 journey Flexipass on this route. More information can be found on our website www.firstscotrail.com or at any staffed station.
Q. When a Flexipass holder needs to keep their ticket in order to contact Customer Relations, who should they speak to and what is done to allow them to keep hold of the ticket which is normally retained by staff?
A. In the event of a Flexipass needing to be retained, customers should speak to a member of gate line staff who will ensure that the ticket is cancelled and return.
Q. Are there any plans to amend the Bishopbriggs and Lenzie service to every 15mins? If not, why not? Are there any plans to for an hourly Sunday service for Lenzie?
A. First ScotRail is currently working closely with Network Rail to develop solutions to the infrastructure capacity issue, and is working closely with Transport Scotland to procure additional rolling stock. An additional hourly Sunday service between Glasgow Queen Street and Alloa via Stirling is at an advanced stage of planning and is it is currently envisaged that this will commence in December 2007.
Q. What are the chances of getting a direct through train between Glasgow and Edinburgh?
A. There are currently four trains an hour between Edinburgh and Glasgow and limited capacity remains to operate additional services over and above the current timetable.
Q. Can CIS screens be updated with information on why a service has been delayed or cancelled?
A. We recognise that we can improve on providing travel information during times of disruption and that announcements should give a reason as to why. We will look into how best we can take this forward.
Q. The audio announcements on the Class 170s are too loud. Are they set to a particular level or can they be turned down?
A. A full review of on train PIS and PA announcements is underway which includes considerations on frequency, volume and content.
Q. Please can accurate information be provided when there is a change to normal services and / or replacement buses to remove any possibility for confusion.
A. We try to provide accurate information at all times and are currently ensuring that greater local information is maintained at stations for staff.
Q. Does Network Rail have any plans to upgrade the points in the Larbert area which have failed regularly in recent times?
A. First ScotRail is working in close collaboration with Network Rail to ensure they maintain all infrastructure in the Larbert area to a high standard to enable First ScotRail to deliver reliable services to our customers.
Q. The quality of PA announcements is sometimes poor. Can anything be done about this?
A. We have introduced a dedicated announcements desk at our customers service centre in Paisley to improve the quality of our PA messages overall.
Q. Timetabling between train and ferry connections is not always good. Can this be improved on – there used to be better communication between the transport operators and the trains would wait but this doesn’t happen anymore.
A. First ScotRail regularly meets ferry operators to ensure wherever possible that train and ferry connections are optimised for the benefit of customers.
Q. When booking more than one seat through the contact centre reservations, the seats are often not booked together. Can this be looked into as to why this might happen?
A. This will be picked up with the contact centre to ensure that particular attention is made when booking multiple seats
Q. Are there any plans to allow customers to use a Young Persons Railcard on peak services?
A. This is a UK wide card and not one which is specific to First ScotRail. The restrictions and agreements of the Young Persons Rail Card are governed by the Association of Train Operating Companies (ATOC) and enquiries should be picked up directly with them.
Q. The last train from Edinburgh back to North Berwick currently leaves at 23.07. Is there any chance of running a later train on Friday and Saturday evenings?
A. This will be discussed with Transport Scotland and Network Rail. It should be taken into consideration the requirements for essential maintenance works to be carried out overnight by Network Rail which does impose some restrictions on what can be achieved.
Q. Lenzie Sunday services currently operate 2 hourly. Are there any plans to run more services?
A. There are plans to improve this which will come about as a result of the opening of the new Stirling Alloa line, planned for 2008. This will see an hourly service operate through Lenzie, Bishopbriggs and Croy creating more travel opportunities for customers.
Q. The 1713 service from Glasgow Cental to Ayr stops at Paisley Gilmour Street for pick up only but customers are getting off as well – can this be looked into?
A. We are currently looking into this to try and prevent this from happening and will do further checks to ensure it is communicated fully that this is an uplift stop only.
Q. The 0615 Ayr to Glasgow Central is often 3 or 4 minutes late. Why does the train sit on the bridge before coming in to the station?
A. We will carry out further monitoring of this service to see what can be done to improve its arrival time.
Q. Why is platform 11a at Glasgow Central being used when there are other platforms available? A. Platforming at this station is governed by Network Rail. Platform 11a is used only when no other platform is available. There are plans to extend the platform which will be used more frequently when the Glasgow Airport Rail Link project gets underway.
Q. Are there any plans to install a ticket vending machine at Troon Station?
A. We are currently in discussions with regards to the installation of additional Ticket Vending Machines locations, which includes Troon Station. Funding for these installations is still to be secured.
Q. The ‘fast’ automatic ticket machines at Waverley can cause confusion because the tickets are printed long after the "take you ticket" message comes up on the screen. The message has normally disappeared from the screen by the time the ticket is ready to be collected.
A. The ticket machines in question are owned and operated by a different operating company. We will pass this information on for it to be looked into.
Q. There are currently no announcements at Busby Station. Can this be looked into?
A. Busby station is being fitted with CCTV and CIS as we speak. This will mean improved security and information for customers. The new screens will provide clear and accurate train running information in addition to there being help points available for customers to ask for further detail or assistance.
Q. Would it be possible to introduce a Flexipass ticket between Cardross and Glasgow Queen Street?
A. We are continually looking at opportunities to extend our range of Flexipasses where there is a reasonable level of demand for this type of travel. We will take this journey into consideration
Q. Why do Group tickets need to be purchased in advance to be able to receive the discount?
A. Groups can sometimes use significant capacity on our services and booking in advance allows us to manage the capacity required in a more efficient way to avoid overcrowding and inconvenience to passengers.
Q. Why do you have to revalidate zonecards before using the subway once you’ve been through the gates at Queen Street?
A. A significant amount of work has been done with our supplier on this and Zonecards issued by First ScotRail stations should operate subway gates without the need for validation. Only tickets issued by other agencies, eg SPT Travel Centres or newsagents, should require validation. If this is continuing to cause a problem please come back to us.
Q. Why is there a charge for the replacement of season tickets?
A. The charge, set by the Association of Train Operating Companies is £10 for the replacement of lost or stolen season tickets which covers the administration costs involved in the replacement of the ticket.
Q. Why have you stopped selling cheap day return tickets to Dunoon, Rothesay, Brodick?
A. Cheap Day Return tickets are still available to these Clyde Coast destinations
Q. Can there be more announcements made during times of disruption at Glasgow Central so that customers know what is going on?
A. The provision of information is very important to us so that the impact on customers can be kept to a minimum. Announcements at this station come under the management of Network Rail and we will work closely with them to improve on what is in place. A review is currently underway which will ensure that a comprehensive process with accompanying resources provides greater consistency of approach during times of disruption. This will include guidelines for staff on announcing and announcement content.
Q. Are early morning services monitored? Occasionally early services from Polmont to both Edinburgh and Glasgow have left early which means some people miss their train.
A. We will look into this and remind on train staff of the need to remain until their booked time at stations.
Q. Why are Edinburgh and Glasgow services given preference over others so that if they are late, they can have a knock on effect?
A. Trains are regulated by Network Rail. They take an overview of train speeds and stopping patterns to decide on which services need to take preference to minimise any knock on delay.
Q. During the strike, why was a stop at Lenzie left out of the Edinburgh-Glasgow Queen Street service in the evening peak?
A. Unfortunately, non-standard calls could not be accommodated in the reduced service that was operating during this time. We realise that there were some problems during the strike which we worked hard to rectify as best we could under the circumstances. We apologise for any inconvenience caused.
Q. Trains are very busy at Inverkeithing between 08.00 and 0830. Can anything be done to improve on this?
A. We have a limited amount of rolling stock available to us and we try and allocate this on the most heavily loaded services where the greatest capacity is required. We are working Transport Scotland to look at what is required for the future.
Q. Fife trains rarely seem to run on time. Can anything be done about this? Also, the 17.27 Edinburgh to Perth service announces a stop at Edinburgh Park which is not on the train's route and this causes some confusion among passengers.
A. Fife performance is something we monitor very closely and whilst we have seen significant improvements over the last year we accept that we can still do more. With regards to the software issue for on train announcements, thank you for bringing this to our attention. This is being looked at and we hope to resolve the matter as soon as possible.
Q. The 17:25 departure to Gourock is a 3 carriage train and can be very busy. Are there plans to strengthen this particular service?
A. We currently deploy our rolling stock as effectively as we can. Unfortunately this does mean that we have to see some services with less carriages than we would like to have. We are presently in consultation with Transport Scotland about our future rolling stock requirements.
Q. Why do trains for Bathgate often terminate at Livingston North?
A. During times of disruption, the decision occasionally has to be made to terminate a service early in order to reduce the impact on other services caused by the single line. This is not a decision we take lightly. We recently put in place a comprehensive contingency plan to ensure that both customers on the train and at the stations are informed as soon as possible of any disruption and are provided with onward travel information in order for them to make a decision on how they wish to proceed.
Q. Are there any plans to extend the car park at Wallyford station?
A. SEStran, the regional transport body for the South East is currently developing a scheme for a larger car park at Wallyford.
Q. The customer information screens are out of order at Motherwell station. Is anything being done about this?
A. We are aware that there is a problem with the CIS screens. We are looking to replace the current system but are awaiting more details on the proposed redevelopment of the station and in the short term, we have organized a specialist contractor to attend.
Q. It can be quite hard for an annual season ticket holder to get a refund for service disruptions etc. Why is all the information not kept on a season ticket database which anyone can access for refund purposes?
A. The ticket office from where the season ticket was bought has a season ticket record card and staff can either offer a cash refund or a pro rata extension of the season ticket.
Q. What are the timescales for the Airdie - Bathgate line?
A. It is proposed that under the current timescales, this service will commence in early 2011.
Q. The timetable which was put in place at the start if the winter is not meeting travel requirements. Why was it changed and is it possible to change it back?
A. The change at the start of the winter timetable was to accommodate the Waverley Station upgrading works but services are likely to revert to their previous timings in December 2007.
Q. Can anything be done to improve the performance of trains between Edinburgh and Bathgate, namely the 07.06 from Edinburgh?
A. We now have in place an agreed contingency plan for this route which can be affected due to the single track. Longer term solutions such as the introduction of a double track are in discussion. Until then, we are working hard to ensure that when disruption occurs, customers are kept fully informed with information on travel options and services.
Q. Are there any plans to introduce additional services on the North Berwick to Edinburgh route?
A. There are currently no plans to introduce additional Sunday services on this route. There are plans however with regard to weekday services. A formal announcement will be made in the near future.
Q. The 15.56 service from Lochwinnoch to Glasgow Central often doesn’t have tickets being sold on board so you have to purchase them at Glasgow. Why is this?
A. We have looked at this service and passenger numbers show that ticket examiners should be able to get through the train and sell tickets to customers who have boarded from an unstaffed station or one where there are no ticket purchasing facilities. We will continue to monitor this over the next few weeks.
Q. Is there a reason for the sometimes poor performance of the 0749 Lenzie to Queen Street service?
A. We have looked into the performance of this train which is the 0721 Stirling to Queen Street service. Monitoring has shown that it has been performing well over the last year, regularly arriving on time. There do not appear to be issues with this service but we will continue to monitor it over the next few weeks.
Q. What is your policy with regards to smoking under the canopy at Leuchars station?
A. As this area is not covered on three sides, it does not fall within the regulations of the policy we follow, provided by the Scottish Executive.
Q. Is it possible for the 17.30 to Carlisle from Glasgow to depart from platform 9? It normally goes from platform 3 but there is often congestion and time is tight.
A. Platforming at Glasgow Central station is governed by Network Rail. This has been discussed but we have been advised that it is not currently possible. We will continue to look at options such as an earlier arrival to assist customers.
Q. Is it possible to introduce a Flexipass for travel between North Berwick and Glasgow? There is one for North Berwick - Edinburgh and Edinburgh - Glasgow but this works out dearer than season ticket.
A. We have looked into this possibility and there is currently insufficient commuter demand to introduce this ticket. We will continue to monitor these services.
Q. Will monthly season ticket holders be discounted in the event of strike action being taken?
A. Following the recent strike, it was agreed that season ticket holders would have their tickets extended to cover the period when services were not able to operate. Should strike action occur again, this would again be raised as an option.
Q. Why were some trains short formed during the strike?
A. We are aware that there were some problems during the strike which we worked hard to rectify as best we could under the circumstances. We now have in place a comprehensive operations plan which means in the event of any further strike, this should not occur.
Q. Are there any plans to increase the number of services at Gleneagles station?
A. There are currently no plans to increase the number of services at Gleneagles. However, discussions are taking place with the regional transport body to assess the possibility of re-opening Blackford station in the longer term, which would provide additional transport opportunities.
Q. Are there any plans for services to stop at Bishopbriggs on a Sunday or plans to introduce services on a Sunday? A. We are currently in discussion with Transport Scotland on the possibility of introducing a Sunday service at Bishopbriggs station.
Q. Can the toilet facilities including the provision of soap, on services between Dundee and Glasgow be more regularly checked? On the 0848 train on 12 Feb there was no water.
A. Our records show that all facilities were in order on this service. We have systems in place to ensure the full replenishment of consumables throughout the working day. However, we will carry out stringent management checks to ensure that the systems in place are working correctly.
Q. Can more carriages be put on the 0823 Carmyle to Glasgow service?
A. All available rolling stock is being used at this time. However, we are monitoring passenger numbers on this service and will make any necessary changes accordingly.
Q. Is there any chance of running an additional service between Giffnock and Glasgow in the morning peak as well as have more carriages on services between East Kilbride and Glasgow?
A. There is no capacity on the East Kilbride branch to provide an additional train service and all rolling stock is being utilized at this time. We do monitor services however in order to ensure we are best meeting capacity demands with the number of carriages being used and will take this comment on board.
Q. Can services from Dalry be increased from one per hour?
A. Whilst there is an hourly off peak service through this station, there are a considerable number of services which call at Dalry during the peak times. We work with Transport Scotland and industry partners to examine whether line capacity would allow additional stops at this station to be encompassed.
Q. More people are commuting from Edinburgh to Fife but services in the morning often only two carriages and may be the first to be cancelled when things go wrong. Is anything being done to improve this?
A. We are aware that there have been problems on this route which has been a combination of storm damage to trains which are currently being fixed and the large scale works being carried out at Waverley station. We fully apologise for the inconvenience and would like to assure customers that we are doing everything we can to minimise the disruption.
Q. Can better information be provided in advance for when a train is running with fewer than the normal number of carriages?
A. We do try to provide this information as quickly as possible, wherever possible. We will take this comment on board and look to improve on advance information provision.
Q. When a service is announced as cancelled, why do we sometimes then see an empty train passing through?
A. Decisions to cancel services are never taken lightly and we always seek to minimise the overall impact. When trains pass a station with no passengers it is likely that it is being taken to a depot for maintenance or because it is urgently needed elsewhere on the network.
Q. Can there be more trains in the early morning from Fife to Edinburgh?
A. Network Rail's draft Route Utilisation Strategy for Scotland highlights a need for additional services. We will work with them and industry partners to see what can be achieved.
Q. Can capacity on existing services in the morning from Fife to Edinburgh be increased?
A. The introduction of longer platforms and new trains in 2004/5 has enabled us to increase capacity on our trains by 24%. We shall be working with Transport Scotland on options for further improvement for the benefit of customers traveling across the Forth Bridge.
Q. Are there any opportunities for running more trains late at night from Edinburgh to Fife?
A. We look to provide the best possible service that meets the requirements of our customers. However, there are some restrictions to extending our hours of operation such as maintenance work that Network Rail carries out overnight on the track and signals.
Q. Why does the 1710 Glasgow to Perth service depart Queen Street on platform 1 and the Edinburgh to Glasgow train depart on platform 2 which can cause congestion?
A. There are only 2 lines at Glasgow Queen Street feeding into 7 platforms. With regular arrivals and departures crossing at the tunnel entrance, platforming is governed by the need to ensure that trains are not operating in such a way that one prevents the movement of another. The left hand tunnel is the normal exit tunnel for the station and it is easy to access from Platform 1. If a train arrives when it is easy to cross the station but departs close to the arrival of another train, which is the case here, platforms 1 and 2 are the logical options.
Q. Is Kilmaurs getting a Ticket Vending Machine soon?
A. There are no plans to install a TVM at this station at present. First ScotRail is currently working on the installation of a further 50 TVMs at stations in conjunction with Transport Scotland. These enhancements are ongoing and we will take this location into consideration for future works.
Q. Can station monitors carry information more quickly on late running services?
A. We have employed additional staff at our Customer Service Centre specifically for the purpose of keeping customers informed as quickly as possible as to any disruption. Whilst this was recently a challenge due to the scale of disruption caused by a number of factors we assure customers that we are doing everything we can to make sure information flow is prompt.
Q. Why do the new Customer Information System at stations such as Aberdour show the destination of Fife Circle trains as Edinburgh on both platforms, which could cause a first-time user to go the long way round?
A. The information on the screens is derived from the train service database, which always lists all calling-points. We will look into the opportunity of putting a notice below the screens on the northbound platform advising that passengers bound for Edinburgh should go to the southbound platform.
Q. Are there any plans to improve South Gyle Station?
A. We acknowledge that usage of South Gyle has outstripped the demand envisaged by its original promoters, and shall be considering with Transport Scotland how it might be improved in reflection of the greatly-expanded role that it now plays.
Q. Cigarette smoke can sometimes be smelt coming from cabs of trains whilst travelling first class between Linlithgow and Edinburgh.
A. We have taken this on board and will reinforce our no smoking policy to staff.
Q. What is First ScotRail’s policy on smoking at stations as it appears to be a little unclear. The website states 'all FSR trains & stations are non - smoking' but people can sometimes be seen smoking on platforms.
A. We have amended our website to fully reflect the ruling in legislation, stating that smoking is not permitted in enclosed areas (essentially this is defined as anywhere having three walls and a roof) or on any of FSR train services.
Q. Why do you have no period return allowing an overnight stay for medium-distance journeys such as Bridge of Allan - Edinburgh?
A. Our present fares structure provides only for day returns on journeys under fifty miles as part of out commitment to revenue protection. Transport Scotland has announced a review of fares regulation which may provide an opportunity to address the current structure.
Q. Fife services performance has dipped since the winter timetable came into operation.
A. We have been working closely with Network Rail to improve services in Fife and have seen significant improvements in performance over the past two years. However we recognise that this level of performance has not been maintained over the past few weeks and are focusing on identifying ways to return our previous performance levels. A number of factors have contributed to the recent problems including weather related incidents and the on-going redevelopment work at Waverley station.
Q. The 0758 Ayr to Glasgow Central train was reduced from 6 carriages to 3 in the December timetable. Why was this?
A. We continuously monitor our services to ensure that we are providing rolling stock where it best meets capacity requirements. In this instance, the 0758 has been reduced to allow the carriages to strengthen the 0643 from Ayr, which had a greater need in terms of the number of people travelling.
Q. The 1745 Glasgow Central to Largs is a 3 carriage train and can be busy. Can additional carriages be allocated?
A. We continuously monitor our services to see where we can best meet the capacity demand for customers. We are currently looking at this service but need to take various aspects into consideration with regards to the impact this would have on other services.
Q. Why are services on the Bathgate line short of their usual number of carriages?
A. Some of our trains have had to be taken out of service as a result of damage caused by debris blown onto the track during the recent storms. We are working hard to get these trains back into service as soon as possible.
Q. Can the 1637 Edinburgh-Bathgate have 3 coaches instead of 2?
A. We keep passenger loadings under review, and always try to arrange carriages on trains so that capacity can best match demand.
Q. When trains have to be turned round at Livingston North, can you give more notice so that customers can make alternative arrangements?
A. We try to give as much notice as we can, but sometimes decisions have to be taken at short notice so as to restore timekeeping on the Bathgate route, where delays can otherwise mount up due to the single-track section. There is an intention to make the track on this route double in advance of the proposed Airdrie-Bathgate line reopening.
Q. Can earlier trains from West Lothian be introduced for people needing an early start to their work in Edinburgh?
A. We will bear this in mind and discuss with Transport Scotland once the Waverley upgrading works have been completed.
Q. Why is platform 11A at Glasgow Central being used more than before? It is quite a distance from the concourse and takes time to get there.
A. First ScotRail has raised this in discussion this with Network Rail who are responsible for platforming at the station. We have made the point that we believe it should be the last platform used. However, with the continuing growth in traffic in and out of Glasgow Central and the use of longer trains to meet increased demand, this platform does require to be used. In the longer term, as part of the Glasgow Airport Rail Link project, it is planned to make platform 11A a full length platform to handle the additional airport trains
Q. Can the monitor near the foot of the Waverley Steps be reinstated so that passengers can take account of platform alterations?
A. The present arrangement is only temporary, and the monitor will be reinstated along with creation of the permanent link to the new Steps.
Q. Why does a value advance ticket from Edinburgh to Dundee cost more than a value advance ticket from Edinburgh to Aberdeen?
A. Value Advance tickets were recently introduced across the network, offering a saving of one third on standard return fares. On some long distance routes a second level of Value Advance replaced Apex tickets (Value Advance 2) where these existed, with the added advantage of a reduced booking horizon from 2 days to 18:00 the day before travel. It is intended to extend the range of Value Advance 2 to additional journeys during 2007. All Value Advance tickets are offered subject to availability.
Q. Cars are often parked in disabled bays at Newton Station which don’t appear to be well enough marked and no action seems to be taken to discourage this.
A. The car park comes under the management of the local council and this matter should be raised with them.
Q. Are Single day returns or single fares available on trains when there is an open booking office & customers board without a ticket?
A. First ScotRail operates a ‘buy before you board’ policy whereby cheap travel tickets are no longer available for purchase on trains. In order not to lose out, we advise customers to purchase a travel ticket in advance and make the most of the discounted rail tickets available.
