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Services
Q. Why does the 07.23 Stonehaven-Aberdeen not stop at Portlethen? A. Having the 07.23 from Stonehaven call at Portlethen would extend the journey time by three minutes.
The service is scheduled to arrive at Aberdeen three and a half minutes after the 07.40 to Glasgow Queen Street has departed. It then waits just over six minutes before departing for Inverurie.
This complies with its service level commitment, which is specified by Transport Scotland.
Q. Would it be possible to change the timetable to improve the situation with the 07.23 and 07.34 services from Stonehaven? They are often delayed or cancelled due to punctuality issues with the Caledonian Sleeper.A. On looking at the performance of the Sleeper since May last year, it has very little bearing on the punctuality of either service. Indeed, the 07.23 service has only failed to meet its punctuality target – on arrival at Aberdeen – 12 times since the May timetable commenced.
The 07.34 is not operated by ScotRail, so we cannot check past PPM of this service.
Q. Is it possible to provide a dedicated commuter train that stays in Aberdeen overnight to serve local commuters?A. As stated above, the performance of the 07.23 from Stonehaven has been good, so the starting point of the unit should not be an issue.
Two Class 158s do stable overnight at Aberdeen to form the 06.25 Montrose-Inverness and the 05.33 Aberdeen-Glasgow Queen Street.
Q. Why are Aberdeen commuter trains used elsewhere on the network for ScotRail express services when train faults occur? Can ScotRail give assurance that commuter traffic has equal priority to intercity services?A. A number of factors are taken into consideration when circumstances require us to review our resources.
We must take account of the length of journey, customer flows/numbers, frequency of service, train capacity and the availability of alternative transport.
As a result, it is sometimes necessary to cancel shorter journeys in order to provide trains for longer express services. However, commuter traffic has a huge impact on our decisions, and we always try to provide as robust a service as possible or an alternative travel option for commuters.
Other Enquiries
Q. Are there improvements planned for Dyce Station – if so, when will they be in place?A. A feasibility study was undertaken recently to consider possible improvements to the bus interchange area and carpark layout.
There are no firm plans as funding is not available at this time.
Q. Why can’t customers purchase flexipass tickets for Dyce Station? It is the second busiest station in the north-east.A. We are currently trialling SmartCards – where rail tickets are stored on a secure plastic card. We hope that, in future, we will be able to incorporate Flexipass tickets onto SmartCards. This will provide greater levels of revenue protection.
In the meantime we will not be expanding existing Flexipasses onto other routes.
Q. Can the gap under the shelter on the new platform at Airdrie Station be covered as it lets cold air in?A. The shelter – which was installed by Network Rail – is a standard design. It is open to ensure that there is no build up of water within.
Q. Why are more carriages not provided on the 07.48 Glasgow Queen Street-Stirling service?A. The 07.48 Glasgow Queen Street-Stirling service is a three-carriage service.
Our last passenger counts on this service showed sufficient capacity for those travelling. The maximum number of passengers counted was under 100 and the train has seating for 198.
As a result there are no plans to increase the number of carriages.
Q. Would it be possible to provide a service between Summerston and Glasgow Queen Street all year round?A. There are no plans to provide a Sunday service on this route.
Q. Would it be possible to introduce an open return ticket between Glasgow Queen Street-Edinburgh?A. In order to maintain a simple fare structure, specific routes have either open returns or day returns – not both. The vast majority of demand between Glasgow Queen Street and Edinburgh is for day return travel and the fares in place reflect this. Therefore we have no plans to introduce an Open Return for this journey.
Q. Would it be possible to display a message on the Queen Street High Level CIS informing customers that they can also travel on services to Edinburgh via Airdrie-Bathgate from Queen Street Low Level?A. Unfortunately, the screens at Queen Street cannot accommodate any additional information. However, Network Rail is promoting the new line within the station.
Information and timetables are also available at www.scotrail.co.uk/a-b
Q. Any plans to improve timing of services from Livingston South to Edinburgh? The 07.15 from Livingston South arrives at 07.49, which is too late for viable commuter service.A. There are no plans to run an earlier service from Livingston South to Edinburgh (the 06.14 Glasgow Central-Edinburgh). However, there is an earlier 06.51 service from Livingston North.
Q. The 16.56 Edinburgh-Glasgow Central arrives late almost every evening. What is causing this and can it be resolved?A. Our performance reports for the period between 1 February 2011 and 25 March 2011 show that the 16.56 Edinburgh-Glasgow Central service has run late on 11 occasions.
Eight of these were caused by infrastructure issues which are outwith ScotRail control. The other three were the result of delays caused by faults affecting trains on the same route.
Q. The 17.35 Edinburgh-Aberdeen and 17.33 Edinburgh-Bathgate services leave from the same platform most evenings, which causes confusion among customers. Can platforms be changed to avoid a clash?A. Where possible, we avoid situations where two trains with closely timed departures leave from the same platform.
The 17.33 Edinburgh-Bathgate is booked to leave from Platform 14 and the 17.35 Edinburgh-Aberdeen from Platform 16.
Recent records show that each of the services left from their booked platforms.
It may be the case that on a few occasions the trains have been re-platformed to allow another service to use either Platform 14 or 16.
When this happens, measures are put in place to assist customers. These include additional staff positioned on platforms to direct customers and closing the doors of the later departure.
Q. Are there any plans to increase the number of carriages on the 07.44 Livingston South-Edinburgh from two to four?A. There are no spare units available at this time to increase the number of carriages.
Q. The 1341 Aberdeen-Glasgow Queen Street train is always extremely busy – are there plans to increase the number carriages on this train?A. The last passenger count for this service shows a maximum of 146 people on board. A three carriage train on this route has 189 seats.
Q. Any plans to introduce a flexipass for customers travelling between Perth and Edinburgh?A. A 10 journey flexipass is available on this route, priced at £105.60.
Q. Customer travels Dunblane-Glasgow-Edinburgh Park-Dunblane and was sold three single tickets at a cost of £26.Is there no option to purchase a return ticket via stations not on the A-B line? If so, why not?A. There are no return tickets that would cover this journey – the products sold on this occasion are correct.
Q. Why are fares between Armadale/Blackridge-Edinburgh more expensive than those between Bathgate-Edinburgh?A. Our fares are no longer based on mileage - this link was broken pre-privatisation. Instead fares are calculated using a number of criteria.
When deciding fares for this new section of route – which connects two existing lines – the aim was to achieve a ‘best fit’ with the wider fare structure on the Edinburgh - Glasgow corridor so as not to create anomalies. There are no plans at present to review this rationale.
Q. Are there still plans to build a path to access the to-Glasgow platform side of the new Drumgelloch Station – as promised at the original consultation meeting with Network Rail?A. Network Rail (NR) has advised as follows –
The original maps, plans and sections for the Airdrie Bathgate Railway included the option for compulsory purchase of the land near Dunrobin Road to build a footpath for access to the relocated Drumgelloch station. In 2007, NR was approached by a housing developer and North Lanarkshire Council as the developer wished to incorporate the path into housing at Dunrobin Road. NR worked with the developer and the council to ensure that plans would include the creation of an alternative path to the station. The council included this as a condition of planning. Unfortunately, the developer has since gone into administration, and as NR had not acquired the land or included the path in the scope of its work, it was not possible to add the path as a late stage change.
A new developer has been in touch with North Lanarkshire Council with regard to taking over the site and creating the path. NR has shared design information and believes that the developer is currently progressing with this option. In the meantime, both North Lanarkshire Council and NR has sought opportunities to create a route onto the south side platform. However, neither party has been able to identify a suitable solution.
Q. The 09.14 service from Linlithgow-Edinburgh always leaves late – why are customers still charged for peak time travel?A. Off Peak Day Return tickets are only valid on trains timed to depart after 09.15. There are a number of reasons that a service may run late on occasion, however, this service remains a peak time train.
Q. Why do members of on-train staff never do anything about customers who listen to loud music – on headphones or through mobile phones?A. ScotRail’s fraud and security team targets this issue when on-train by enforcing the following Railway bye-law:
7. Music, sound, advertising and carrying on a trade (1) Except with written permission from an Operator no person on the railway shall, to the annoyance of any person: (i) sing; or (ii) use any instrument, article or equipment for the production or reproduction of sound.
However, a passenger or member of staff must complain about the level of music before action can be taken – particularly if the music is being listened to with earphones.
Q. Are there reasons for the poor performance of the 08.11 and 08.26 Polmont-Edinburgh services and the 09.20 Falkirk High-Edinburgh?
And are there plans to add carriages to these services?A. Any time lost is largely due to the large number of passengers boarding these peak time services. The number – and length – of trains running at this time of day can also be a factor.
Services are planned to be formed of six carriages which is the maximum length for this route.
Q. Are there plans for more 158 carriages on morning and evening peak services between Polmont and Edinburgh? Two carriage trains in the morning are not sufficient.A. There are currently no plans to strengthen the formation of services on this route. All services in the morning peak are planned to be formed of a minimum of three cars and in the evening peak only one service is formed of a single class 158.
Q. Are there plans to introduce a direct service from Alloa to Edinburgh on Saturdays?A. No, this journey is provided by changing at Stirling.
Q. When services for Alloa depart from Haymarket, the doors often close early, causing customers to miss the train. Can this be changed?A. The on-train management team are not aware of this being a regular occurrence. However, they will investigate the issue further and re-brief staff where necessary on the importance of keeping doors open until the appropriate time before departure.
Q. Why are platform numbers often changed at short notice at Haymarket Station?A. Edinburgh Signalling Centre regulates the passage of trains at Haymarket. Departure platforms occasionally have to take place at short notice to alleviate congestion in the Princes Street Tunnels and to keep delays to a minimum.
When this happens, the signaller advises the station staff of the change. They will assist customers as much as possible to ensure they are able to make their service.
Q. Would it be possible to change the type of ticket stock that Flexipasses are printed on? It is very hard to fill them in with a normal ballpoint pen and on-train staff will question customers if not completed.A. Ticket stock is procured at a rail industry level so it would not be viable to arrange separate stock for this particular product.
Q. There is no disabled access to Platform 9 at Stirling Station – are there plans to change this?A. The issue of step-free access at stations is a matter for the Department for Transport’s Access for All scheme administered in Scotland by Transport Scotland which provides major and small scheme funding streams which can be added to funding from local authorities, Network Rail, Transport Scotland and regional transport partnerships.
There are no plans to change the access arrangements at Stirling Station.
Posters will also be displayed at Stirling Station in the near future with information for disabled passengers.
ScotRail’s Disabled Person’s Protection Policy gives full details of who qualifies for assistance as well as spelling out how we offer the best possible help and assistance at stations.
Customers should contact our Assisted Travel Helpline on 0800 912 2 901 to arrange assistance prior to travel.
If arrangements have not been made in advance, customers should use the Help Point next to the footbridge to ask for assistance. If travelling with a companion, they can also approach members of our staff at the booking office on Platform 3 or at the automatic ticket gates at Platform 2.
ServicesQ. Are there plans to introduce catering on the Carlisle-Glasgow services given that it is quite a long journey?A. There are no plans at present on this service.
Q. Are there any plans to introduce a Sunday service on the Girvan-Kilmarnock route?A. There are no plans at this stage.
Q. Services between Glasgow and Aberdeen are very busy on Sundays. Are there plans to put more services or carriages on?A. Almost all the services are already planned to have five or six cars – the maximum for the route.
There are no immediate plans to add additional services.
Other enquiries
None this month.
Q. Is there a reason for the regular delay/cancellation of the 17.42 Haymarket-North Berwick service?A. The 17.42 Haymarket-North Berwick is made up of the 17.02 train from Dunbar, which has to turns to go back – from a different platform - after arrival at Haymarket. The timing for this is quite tight and can result in delays.
The 17.02 can also be affected if the 13.30 East Coast service from Kings Cross is late passing through Dunbar. It is due to run through five minutes before the 17.02 service departs.
Some of the delays and cancellations immediately after the introduction of the new timetable were down to teething problems – as the service used to start from Waverley instead of Haymarket.
Our performance staff work closely with Network Rail to identify and eliminate these issues. As a result, reliability has improved. However, we continue to monitor this service closely.
On occasion, if the train is late arriving from Dunbar, it will terminate at Waverley in order to minimise further disruption to other peak services between Waverley and Haymarket.
Q. Would it be possible to add more carriages to the 06.16 or 07.00 Glasgow Central-Edinburgh services?A. We have taken these comments into account and will undertake more passenger counts on these services.
If required, any adjustments will be implemented at the first available opportunity.
Q. Are there plans to introduce a later service than the 22.56 Edinburgh-Glasgow Central?A. There are no plans to introduce a later service.
Q. Why is there such a gap between the 17.55 and 18.56 Edinburgh-Glasgow Central services and are there plans to introduce an additional service to bridge the gap?A. There are no plans to increase the service via Shotts.
However, there is an 18.25 Edinburgh-Glasgow Central service which operates via Carstairs and Motherwell.
Q. Why is there such a gap between the 19.26 and 21.25 Edinburgh-Glasgow Central services and are there plans to introduce an additional service to bridge the gap?A. There is no demand to introduce an additional service at this time.
Q. Why is the last departure from Glasgow Central to Livingston South 00.04 on a Friday night and 23.06 on a Saturday night and are there plans to bring the last Saturday service in line with that in place on a Friday?A. The line closes on a Saturday night to allow Network Rail to undertake track maintenance. This means that we cannot operate a later service.
Q. The 17.18 Aberdeen-Inverness is always busy until it reaches Insch. Are there plans to add more carriages or increase the frequency of services between Aberdeen-Inverurie/Insch?A. We are looking at options for adding extra capacity to the 17.18 Aberdeen-Inverness. However, other services must be taken into consideration to ensure that strengthening one service does not have a negative impact on the capacity of other peak time trains.
Q. Are there any plans to increase capacity on any services on the Aberdeen-Inverness route?A. Network Rail is looking at possible enhancements on the route which would possibly enable us to run more services.
Q. Why is an annual season ticket between Aberdeen-Inverness cheaper than the same ticket between Aberdeen-Insch? Are there no cheaper ticket options available for customers travelling Aberdeen-Insch?A. An annual Aberdeen-Inverness season ticket costs £5,236 – which is more expensive than the same ticket between Aberdeen and Insch, which costs £1,884.
Purchasing a season ticket is the best option for regular travellers on this route.
Q. When purchasing Club 55 tickets from Insch, why is First Class only available from Aberdeen?A. Club 55 Premier is available for journeys across the network where First Class accommodation is available – including those from Insch. Trains on some routes do not have First Class accommodation, such as the West Highland Line.
Customers who purchase tickets online may have experienced some problems, as Trainline – the online system which powers our online ticket sales – has had issues in terms of showing the correct availability on certain services. We are investigating this.
As an alternative, tickets can be booked at stations or via ScotRail Telesales on 08457 55 00 33. These systems are not affected.
Q. When making seat reservations, why can’t block bookings be made? Doing each booking separately takes considerable time.A. A maximum of eight people can be booked onto a service at any given time.
This means that parties of up to this size can be processed in a single transaction – whether online or at station booking offices.
At booking offices, the number of people travelling is entered into the system and seats allocated as requested. There can be problems when reserving seats together for larger parties – however, the group is simply split according to availability on the chosen train.
Our online facility – powered by Trainline – also allocates seats together where possible. However, if passengers within the travelling party require different ticket types, this means the transaction can take longer. For example, tickets for those with railcards are selected separately to those without – but can still be paid for in the same transaction.
Meet the Managers August
Q. Can more rubbish bins be provided on Class 314 trains?A. We are investigating the provision of additional bins on this fleet.
Q. Are there plans to introduce a more frequent service to/from Neilston?A. There are currently two trains per hour on the Neilston route, and no plans to introduce further services.
Q. Are there plans to introduce toilets on the Class 314 fleet?A. All of the trains are receiving a makeover to increase the level of comfort in carriages as well as being modified to improve reliability.
The £800,000 package of improvements includes a complete ‘refresh’ of the carriage interiors – new cushions and seat covers, new lino and lighting. However, there are no plans to introduce toilets.
Q. What options do customers have to purchase tickets in order to avoid queuing at Glasgow Central Station?A. Our Buy Before You Board policy states that customers should purchase their tickets at stations where ticket offices or ticket vending machines are available.
To avoid queues, one option for customers travelling by train on a daily basis is to purchase a weekly, monthly or annual season ticket. You can also make substantial savings – up to 26% on some routes with a weekly ticket and up to 30% with a monthly ticket (compared to buying five Anytime Returns per week or 20 per month).
Another option – especially for people on shorter journeys – is to buy their pre-dated tickets up to seven days in advance.
Buying tickets in advance will become even more important when automatic tickets gates are phased in at Glasgow Central High Level within the next few months. The gates are already operational at Glasgow Central Low Level.
ServicesNo enquiries this month.
Other enquiriesNone this month.
Q. Why does the 16.33 Edinburgh-Dunbar train not stop at all stations? Customers have quite a long wait between services.A. The 16.33 service was introduced as an enhancement for customers travelling to Dunbar and, due to other train operating companies using the line at that time of day, there is no capacity for Dunbar services to call at other stations.
The next service is the 16.41 Edinburgh-North Berwick which calls at all intermediate stops. The North Berwick route has an hourly service.
Q. Are there plans to add carriages to the 07.00 Ayr-Glasgow Central service?A. There are no plans to add extra carriages to this service. Our records show that the highest passenger count on this train has been 127, which leaves a number of empty seats.
The average number of customers travelling on this service is usually between 80 and 100.
Q. The new Class 380s are extremely warm – can improvements be made to ventilation on board?A. Our engineers are aware of this problem and are currently modifying the software which controls on-train heating and ventilation to be installed shortly.
Q. Are there plans to introduce SmartCards or Flexipasses on the Glasgow-Ayr route in the near future?A. There are no current plans to extend Flexipasses to additional routes.
At the moment we are continuing to develop our Smartcard offering on the Edinburgh-Glasgow Queen Street to ensure we have as full an understanding as possible of the technology before extending the product to other routes.
No enquiries this month.
