Information
Meet the Managers QA
Meet the Managers Q&A 2010
Dates for March are as follows:
At station
Stirling - 10 March 2010 (1630 - 1800)
On train - 11 March 2010
1708 Edinburgh-Fife Circle via Dunfermline & Kirkcaldy
Dates for April are as follows:
At station
Dumbarton Central - 14 April (1630-1800)
Glasgow Central - 15 April (1630-1800)
Meet the Managers February Q & A
Services
No related questions this month
Other enquiries
Q. Is it possible to have tickets purchased but not used refunded at the location they were bought?
A. There is no requirement to send refund claims to our Customer Relations team. Refunds can be applied for at any staffed booking office.
If your train is cancelled and you decide not to travel and at that time return your unused ticket to any booking office, a refund will be arranged.
Q. On-train refreshments seem far more expensive than those sold elsewhere. Why is this?
A. The prices charged on train are comparable with all retail outlets within stations – some products are cheaper.
For example, our sandwich prices range from £2.40 to £3.20 and tea/coffee is only £1.60. The price of alcohol has also been reduced and brought into line with other retailers. We believe that we are offering value for money on all products sold on ScotRail services.
Q. Why do ticket vending machines (TVMs) not sell the full range of available tickets?
A. The main purpose of a TVM is to provide additional ‘walk up’ ticket facilities in locations where high demand exists or at stations without booking office facilities.
Advance Purchase cannot be provided via TVM as they have limited availability which must be controlled. They also require a reservation as well as the travel ticket.
Local Authority Concessionary schemes are provided for elderly persons or those with disabilities, with prices and conditions varying according to the local area. However, customers wishing to purchase concessions are exempt from our Buy Before You Board policy and can purchase tickets on-train. Weekly Season Tickets can be renewed at a TVM. However if purchasing for the first time, this must be done at a staffed station.
Q. Sometimes seat reservations are not being used. Are there plans to charge for booking seats to ensure this does not happen?
A. The ability to reserve a seat is an important customer service facility on longer distance services that we do not charge for.
There are no current plans to change this policy. However if a reserved seat is left unoccupied after departure from the station identified on the label, passengers without reservations may use that seat if they wish.
Q. Why is there not more luggage space on Class 170 trains?
A. Class 170 trains predominantly travel on routes used heavily by commuters and business travellers. They are designed to maximize capacity for customers and provide more seats, while still providing as much luggage room as possible for leisure customers.
Meet the Managers January Q & A
No questions this month
Meet the Managers December Q & A
Services
Q. Why was the decision taken to have the last Cathcart Circle train depart 13 minutes earlier as part of the new winter timetable?
A. From the change in times, it is assumed that the service in question is the old 2320 Glasgow Central-Neilston service, which now departs at 2307.
A new later Friday night into Saturday morning train has been introduced, which will depart at 0005.
Q. Why is the 1607 Glasgow Central-Paisley Canal train often late in departing - and then terminated at Corkerhill?
A. The 1607 service is made up of two trains – the 1549 arrival from Paisley Canal and the 1555 arrival from Barrhead. Once the Barrhead service arrives, the two trains are joined together. If either of these services is late, the departure of the 1607 is affected.
Now that the new timetable has commenced, the train will depart from a different platform. As a result, departure times should improve.
Q. Could Glasgow Central-Paisley Canal services that are being terminated at Corkerhill simply be cancelled at Glasgow Central?
A. Cancelling the train at Corkerhill still allows us to provide a service to Dumbreck and Corkerhill stations.
As this route is only a single line track, late running can only be rectified by cancellation at this station or operating an express service.
Q. If these services cannot be cancelled at Glasgow Central, can announcements be made before departure so that customers travelling beyond Corkerhill can make alternative arrangements?
A. We will arrange to make on-train announcements before the train departs Glasgow Central.
Q. During the Festival an additional late night service was provided for passengers on the North Berwick line. Could this could become a permanent service?
A. There are no current plans to run later services to North Berwick, as Network Rail require time to carry out maintenance on the route. This time has already been reduced to allow the new 0609 North Berwick-Edinburgh service to operate.
Q. Would it be possible to reinstate the 1910 Edinburgh-North Berwick service?
A. There are no current plans to reintroduce this service. However, we are looking at the service we provide on this route.
Q. An additional service between 1539 and 1640 would be gratefully appreciated to lessen overcrowding of trains due to off peak restrictions. Could this be accommodated?
A. There are no current plans for operation of an additional service at this time. The last passenger count on the 1539 showed 178 passengers – the Class 322 train on the route has 293 seats. The 1640 had a count of 293 passengers against 294 seats.
Q. More services in both directions just before the peak periods would relieve congestion. Could this be looked at?
A. There are no current plans for operation of any more services on the route. As you will see from the answer above, our last passenger counts show that there is currently enough capacity on the route at this time.
Q. Are there plans to introduce a Sunday morning service from North Berwick departing earlier than 1120?
A. There are no plans to introduce an earlier train from North Berwick, as Network Rail requires to carry out maintenance on the route until 1030 on a Sunday morning. This is why the first train leaves Edinburgh at 1033.
Other Enquiries
Q. Would it be possible to install ticket vending machines (TVMs) on platforms for inbound customers to purchase tickets?
A. TVMs only sell tickets from the station at which they are located, so it would not be possible for inbound customers to purchase a ticket from another station to Glasgow Central.
Q. Would it be possible to install TVMs at every station?
A. ScotRail currently operates 143 TVMs at 113 locations to allow customers more opportunities to purchase tickets before boarding.
There are plans to install a further five TVMs in 2010 in order to improve purchasing opportunities for customers.
Q. The car park at Drem station is too small – it fills up so quickly in the morning peak that passengers have to drive to Wallyford to park their cars. Are there plans to extend Drem car park?
A. There is no space within railway ownership to further extend the car park at Drem.
Q. The morning restrictions on passengers travelling on a Young Persons Railcard or Young Scot are not ideal as most students need to be in class before 10:00am. Who imposes these restrictions and can they be changed?
A. The Young Persons Railcard – an ATOC product – is principally intended to encourage leisure travel at off peak times and therefore has minimum fares before 10:00 am.
The Scottish Youth Railcard does allow the holder to enjoy a 50% discount on season tickets, which are valid on any train.
Q. I travel on an East Lothian concession card for the visually impaired and travel with a companion. Can you confirm if my companion is able to travel with me for free? If not, what do they have to pay?
A. Your companion pays a nominal flat fare of 5p single or 10p return within the East Lothian Concessionary area. Outwith this area there is no discount available.
Q. Conductors are inconsistent re selling Cheap Day Returns on the train. Why is it not one rule for all?
A. Conductors are all briefed to follow standard procedures when selling rail tickets.
Discounted tickets are no longer available to buy on-train unless boarding at a station where no ticket purchasing facilities are available.
Each station on the North Berwick line of route has a TVM facility therefore Conductors should only sell discounted tickets on-board the train if they become aware of a fault with a specific ticket vending machine at a station on the route.
This does not apply to customers using applicable local authority concession cards when boarding at an unmanned station, as concession tickets can not be purchased from the TVMs and must be purchased from the on-train staff.
Q. With the introduction of the new trains to North Berwick in 2011 will there be any additional cycle spaces on these trains?
A. The new trains will have the capacity to carry approx 10 cycles - a net gain of two over the current trains – two in designated areas and, space permitting, one in each vestibule.
Q. The TVM at Wallyford has a sticky touch screen. Can this be fixed?
A. This has been reported to Scheidt & Bachmann, who supply our TVMs.
Q. We cannot always buy concessionary fares on-train if the conductor does not get through to their carriage. However, the queues at Waverley to get tickets are always long. Can anything be done about this?
A. Concessionary fares can be purchased at staffed stations, or on-train if boarding at an unstaffed station. If it is not possible for the conductor to get through the train, tickets must be purchased from the Excess Office at platform 14 on arrival at Waverley.
We understand that queues can be long, but ensure that they do not become excessively so by providing additional staff where possible during busy periods.
Meet the Managers November Q & A
Services
Q. Are there plans to fix the customer information screen at Livingston North? It shows the 0644 service as an arrival regardless of the time of day.
A. Due to work on the Airdrie-Bathgate rail link, Livingston North station is under Network Rail control.
Neither NR nor ourselves were aware of any problems with the customer information screens at Livingston North. They were checked again on the morning of 26 November and no faults were found.
Q. Are there plans to add more carriages to the 1620 Haymarket-Inverkeithing service, particularly during the festivals and school holidays?
A. The 1620 from Haymarket is currently made up of six carriages, which is the maximum possible length for this route. As a result, no further strengthening is possible.
Other Enquiries
Q. Are there plans to fix the lighting in the south side car park at Livingston North?
A. This car park is owned by the council rather than ScotRail. We have informed the project team working at the station to enquire about the lighting problem.
Q. When will the current contract works at Livingston North be complete?
A. The steps and ramp at Livingston North reopened on Friday 13 November – after that, the only work outstanding will be landscaping. All facilities will be fully open and functional.
Q. Can the snagging / raised joints on the ramps at Livingston North be fixed?
A. We are not aware of any issues with the ramp, and your inquiry will be investigated by the project team.
Meet the Managers October Q & A
Services
Q. Do Class 170 sets have smoke detectors fitted in the toilets?
A. Smoke detectors on Class 170 units are situated just outside the toilet doors.
Q. Why are there so few announcements at Kilmaurs Station during disruptions, and no announcements regarding late-running trains?
A. Automated PA equipment has been installed at Kilmaurs and is expected to be operational within the next two weeks. This will improve the information flow on this line.
In the meantime, our operator makes announcements regarding service disruptions or late running trains via our CCTV PA.
The operator is responsible for this site and answering help point calls for up to 20 stations within the area. If the help point has been activated and the line is in use, announcements cannot be made.
Tickets, Fares and Others etc
Q. Will TVMs ever have the facility to sell tickets starting from destinations other than where the ticket is purchased?
A. There are no plans to introduce this type of facility on TVMs as the machines are intended to provide ‘walk up’ fares only. The software is designed to offer a specific range of tickets to meet this requirement.
Q. Can customers purchase platform tickets for Queen Street Station to allow them to see off family and friends?
A. Unfortunately, platform tickets are no longer available. ScotRail must abide by strict rules that stipulate that all members of the public in areas beyond ticket gates must have valid tickets for travel.
Special arrangements will be made for customers with certain requirements, for example, the elderly or those with restricted mobility.
Meet the Managers September Q & A
Services
Q. Why were there no announcements made during the severe disruption on Tuesday 1 September to customers at Stewarton Station?
A. No announcements were made for a period of time at Stewarton Station on Tuesday 1 September due to a technical fault affecting the BT line used in our PA system.
This also affected our access to customer Help Points and the problems were resolved as soon as possible.
Tickets, Fares and Others etc
No questions this month.
Meet the Managers August Q & A
Services
Q. Is it true that there will be a reduction in services between Girvan and Ayr within the winter timetable? If so, what will they be?
A. There will be no reduction in services between Girvan and Ayr – but service times will change. Details will be available when the winter timetable is published.
Q. Will the retiming of the 0633 Giffnock – Glasgow Central service affect those who wish to catch the 0650 National Express service to King’s Cross or the 0700 Glasgow Queen Street – Edinburgh service?
A. The 0633 service will not be retimed and will arrive in Glasgow at 0648. This service is not a direct connection for the 0650 National Express to King’s Cross.
Q. The 1637 Bellshill to Glasgow Central is often late due to a National Express service running at the same time – why is this service given preference?
A. Any delays to this service are not a direct result of the train crossing a National Express service at Uddingston Junction. Recent infrastructure issues in the Edinburgh area – where this train originates from – have impacted on its performance.
We will continue to monitor this service while working closely with Network Rail to ensure that the cause of the infrastructure issues is being addressed.
Q. Why was the 0700 Paisley Canal to Glasgow Central service announced as non-stop to Corkerhill on 5 August 2009?
A. Due to delays in the Paisley area on the morning of Wednesday 5 August, the decision was taken to run the 0700 service as an express. This ensured that services kept as closely as possible to the published timetable.
Tickets, Fares & Others etc
No questions this month
Meet the Managers July Q & A
Services
Q. Would it be possible to add more carriages to the 0825 Dalgety Bay – Haymarket and the 1705 Haymarket – Dalgety Bay services?
A. We acknowledge that peak time services can be busy. However, the introduction of the revised Edinburgh-Fife-Aberdeen timetable has resulted in 1200 additional seats on this route.
We continually monitor loading across all our services, and re-allocate rolling stock as appropriate.
Q. What are the reasons for the frequent poor performance on peak time services between Dalgety Bay and Haymarket – particularly the 0825 and 1705 services?
A. The arrival times of the 0825 train from Dalgety Bay to Haymarket (leaving Dundee at 0720) have improved since the timetable change on 11 May 2009. However, the service was affected by some issues – particularly during March – including a signal failure at Cupar.
The 1705 from Haymarket (the 1703 Edinburgh to Inverkeithing) has also seen improved punctuality since the timetable change. The service did experience delays and cancellations in January and February for reasons including a fatality at Linlithgow and a train defect.
Q. Why does the 1728 Bathgate to Haymarket often sit outside Haymarket station for around five minutes?
A. Since January, this service has had a 70% right time arrival record and has arrived within five minutes of its scheduled arrival time 96% of the time.
On occasion, the train can be affected by the late running of other services around Haymarket. The train may also seem to sit for longer if it is running early.
Q. Are there any plans to change the type of train used on Bathgate to Livingston services to allow more cycle space?
A. The line between Bathgate and Livingston is being electrified and as of December 2010 will offer four trains per hour for most of the day, resulting in additional cycle spaces.
Q. Will the trains used on the new Airdrie – Bathgate route have more cycle spaces?
A. The trains that will operate on this route are Class 334s, which accommodate cycles within their vestibules.
Q. Are there plans to add more carriages to peak time services between Edinburgh and Kirkcaldy and Markinch?
A. In December 2008, we introduced 1200 additional seats onto Fife peak services. We continually monitor train loadings, and will re-allocate rolling stock as appropriate.
Q. Are there plans to introduce a more frequent northbound service from Dunblane, particularly in the morning peak?
A. Demand for our services is monitored continuously and the Tay Estuary Rail Study for Tactran is currently investigating any scope for additional services northwards from Dunblane.
There is a priced Option in relation to the Franchise extension that proposes to increase the service between Glasgow and Perth.
Q. Why are customers unable to lock and unlock cabin doors on the Caledonian Sleeper service?
A. As the locking/unlocking of berth doors is operated by a standard key, this must be controlled by staff.
Tickets, Fares and Others etc
Q. As you are now asking customers to complete dates on Flexipasses, can pens be made available at stations?
A. Customers have always been required to date Flexipasses prior to travelling. At staffed locations, customers can ask any staff member for use of a pen.
Q. Why are there time restrictions on Club 55? This means that the first service from Dunblane to Inverness cannot be used.
A. The Club 55 offer is subject to a time restriction to ensure that customers taking advantage can travel on quieter off-peak services rather than busy commuter trains.
The Monday-Friday 0915 watershed is easy to understand for customers and staff.
Meet the Managers June Q & A
Services
Q. What are the reasons for the frequent late running of the 0729 East Kilbride to Glasgow Central service?
A. After experiencing some problems on this route during autumn and winter last year, our Public Performance Measure – combination of punctuality and reliability – was 100% for April and May 2009.
While the punctuality of the service has got better, there are plans to further improve this by increasing the robustness of the timetable through the Muirhouse corridor during the next timetable change.
Q. Why is platform 12 at Glasgow Central used so frequently and are there plans to stop using it?
A. Due to the number of trains using Glasgow Central Station, platform 12 must be utilised and there are no plans to stop using it. Instead it will be replaced by two new platforms, positioned where the car park is currently situated.
Q. Are there plans to address overcrowding on trains running through Paisley Gilmour Street?
A. New trains have been ordered for this route, and will begin to come into use in late 2010. These Class 380 trains will have more seats than the existing rolling stock.
A life size mock up of the Class 380 is currently on display at the Transport Museum in Glasgow.
Q. Would it be possible to introduce more carriages on the 1737 service from Glasgow Queen Street to Paisley Canal?
A. There are no plans to add carriages to this service, as all of our rolling stock is currently in use.
We continuously monitor all services for overcrowding and when units become available, they are allocated according to where they will be best used.
Q. Why has the decision been taken to remove stops in Fife – mainly Inverkeithing and Kirkcaldy – from Aberdeen express services?
A. This decision was based on a number of factors. The main goal was to improve journey times between Aberdeen and Edinburgh while providing more accommodation on these services. It was also noted that very few passengers were travelling between Fife and stations north of Dundee.
An additional Edinburgh-Dundee service was introduced in order to accommodate passengers travelling between Edinburgh and Fife.
Q. Why has the decision been taken to remove the stop at Montrose from the 1941 Glasgow Queen Street to Aberdeen service?
A. The intermediate calls between Dundee and Aberdeen were specified by Transport Scotland. We are currently reviewing these with them for the future.
Tickets, Fares and Others etc
Q. Would it be possible to introduce Ticket Vending Machines (TVMs) at Brora Station?
A. There are currently no plans to install a TVM at Brora station. However, ScotRail are continuously looking at innovative ways to improve the retail service for customers at stations in conjunction with our industry partners.
Q. Are ScotRail planning to introduce Wi-Fi access on the Edinburgh to Glasgow express route? If so, when is this likely to be?
A. An option exists to require us to provide a detailed report, including costs and timescales, for the introduction of Wi-Fi on the route.
Q. How is the electrification of the Glasgow Central to Edinburgh line progressing?
A. The Glasgow Central-Edinburgh route via Carstairs is already electric, and so it is presumed this refers to the Edinburgh to Glasgow Improvements Programme.
This ambitious programme of improvements to the rail network in Central Scotland will deliver benefits to an estimated 15 million passengers per year and contribute to the sustainable economic growth of the Scottish economy.
It will be delivered in partnership between Transport Scotland, Network Rail and ScotRail and completed in 2016. There is a commitment to keep stakeholders as fully informed of progress as possible. Watch this space.
Q. Are there plans to rectify problems with the on-train Passenger Information System (PIS) on Aberdeen to Edinburgh and Glasgow services? The system can freeze and become out of sync.
A. Problems with on-train PIS are day to day operational issues and staff are briefed to isolate the system and carry out manual announcements for the remainder of the journey.
Meet the Managers May Q & A
Services
Q. Are there plans to add more carriages to peak time services between Edinburgh Waverley and Bathgate?
A. There are no plans to increase the number of carriages until the new Airdrie-Bathgate line opens in December 2010. This will result in services between Edinburgh and Bathgate doubling in frequency.
Q. Are there plans to introduce an additional service from Edinburgh to Inverkeithing to fill the gap between the 1721 and 1749?
A. The timetable for all services in Scotland is specified by Transport Scotland and there are no plans for the 1735 Edinburgh to Aberdeen services to call at Inverkeithing.
Q. Would it be possible to have either automated OR conductor announcements on train - rather than both on the same service?
A. All train crew are given guidance – by use of an on-train handbook – regarding when announcements should be made.
Conductors should only supplement the automated announcements with information that is not included, such as additional security announcements, the availability of catering, and provision of First Class.
Occasionally, when there are problems with the on-train passenger information system, the conductor has to make all required announcements. However, automated announcements should not to be duplicated.
This will be monitored by our conductor team managers.
Q. Are there plans to install customer information screens (CIS) at Carfin Station?
A. There are no plans to install CIS at Carfin Station. Stations are rated in categories from one to six, depending on how busy it is. A category one station would be the busiest and a category six considered the least busy.
At the beginning of the franchise in 2004, ScotRail committed to installing CIS – if there was none – at all category one, two and three stations. This has been completed.
As Carfin is considered to be a category five station – one of the less busy stations, CIS would only be installed if external funding was made available. We are not aware of funds being available.
Tickets, Fares and Others etc
Q. Messages given over the PA system at Carfin Station are frequently inaudible – can this be rectified?
A. We are not aware of any specific fault with the PA system at Carfin Station. However, arrangements have been made for an engineer to investigate. Any future issues can be reported to a member of ScotRail staff.
Q. Are there plans to upgrade the car park at Carfin Station – as the layout does not seem to maximise the number of spaces that could potentially be available?
A. There are no plans to expand the car park at Carfin Station as there is no space within the area of the station lease for such expansion.
We are satisfied that the layout of the car park makes the best possible use of the space available under the station lease.
Q. Are there plans to upgrade the cycle racks at Carfin or Bellshill station with a shelter or cycle lockers?
A. There are no plans to upgrade the cycle storage facilities at either station.
Q. Would it be possible to display timetable booklets in the booking office area at Bellshill Station?
A. A leaflet rack has been ordered for Bellshill to enable timetables to be displayed for customer use.
Q. There is no pavement at the entry and exit route to Hamilton Road from the car park adjacent to Platform 2 at Bellshill Station. Can this be addressed to provide a safe walking route?
A. There is no space for a pavement at this entrance to Bellshill Station, and therefore no plans to provide one.
As a result of a previous risk assessment, an additional speed bump was installed at the entrance to the car park and repairs made to the existing speed bumps. This further regulates the speed of any cars entering or exiting the car park.
Q. Are there plans to create an additional entrance to Platform 1 of Bellshill Station from Elmbank Street?
A. There are no plans to create an additional entrance at the station.
Q. Are there plans to have a footbridge at Uphall Station for passengers walking from the car park for services to Edinburgh?
A. Network Rail has no plans to install a new footbridge along with lifts or ramps because there would need to be step free access as part of the works at Uphall.
The route from platform to platform lies within 400 metres, which is the guideline currently used to determine whether or not a step-free footbridge is required.
Q. Can arrangements be made to ensure that Inverkeithing Station car park is gritted during winter?
A. ScotRail staff cannot grit the car park as it is owned and maintained by Fife Council. We could only undertake these duties if formally sub-contracted to do so by the Council.
Q. Would it be possible to provide bins at Edinburgh Waverley? Other stations provide clear bins with black tops.
A. Edinburgh Waverley Station is managed by Network Rail. ScotRail was given the option to provide this type of bin at larger stations, which we have since adopted at all stations that we run. However, Network Rail has not done so.
Q. Are there plans to improve facilities at Inverness Station – for example, by opening a First Class lounge similar to that in Aberdeen?
A. A number of improvements are planned for Inverness Station, including the refurbishment of public toilet facilities and provision of a new Left Luggage Office to be completed by end October 2009.
There is currently no funding in place for a First Class Lounge similar to the one in Aberdeen. A feasibility study has been undertaken and designs for a First Class / Sleeper Lounge have been produced, but external partnership funding is needed to allow this to proceed.
Meet the Managers April Q & A
Services
Q. When travelling on 1451 Inverness – Glasgow Queen Street service, the connecting service at Stirling leaves from Platform 9. Can this be changed?
A. There are no plans to change the platform of the connecting train due to existing signalling constraints at Stirling.
Q. Any plans to increase the number of carriages on the 1646 Edinburgh Park – Dunblane service?
A. We continuously review the allocation of our rolling stock and our last count shows a maximum of 204 passengers on the train, which reduced significantly after Linlithgow. Therefore there are no plans to change at present.
Q. Would it be possible to include Edinburgh Park as a stop on the Edinburgh Waverley – Glasgow Queen Street service?
A. Airdrie to Bathgate services will provide a direct Glasgow to Edinburgh Park service from December 2010. There are no plans for Edinburgh to Glasgow services to call at Edinburgh Park in the near future.
Q. Would it be possible to introduce another service departing Oban earlier than the 0811 to Glasgow Queen Street?
A. The provision of additional services ultimately lies with Transport Scotland and this possibility has been discussed with them. However, at this time there is no additional subsidy to support these services.
In addition, it is unlikely that a service prior to the 0811 would be viable, as Network Rail requires access to the track early in the morning to carry out essential overnight track maintenance.
Q. Can the number of bicycle spaces be increased on the route between Musselburgh and North Berwick, as many keen cyclists use it?
A. The trains on the North Berwick line already have a higher than average amount of dedicated cycle space, and we must strike a balance between the needs of passengers with bikes and those without - more cycle spaces inevitably results in fewer seats.
All stations on the North Berwick line are also provided with cycle storage facilities.
Q. Is there a particular reason for the frequent late-running of the 1845 Musselburgh – Edinburgh service?
A. This is 1824 North Berwick to Edinburgh, which can incur delays between Abbeyhill Junction and Edinburgh.
As this service runs during the evening peak, it is vulnerable to reactionary delays due to more trains on the route at this time of the day. We are aware of the issues regarding this and are working to resolve them.
Q. Would it be possible to increase the number of carriages on services on the North Berwick Line?
A. We continuously monitor the allocation of our rolling stock. There are no plans to increase capacity on this line due to the availability of rolling stock.
Q. Would it be possible to provide a 1715 service from Musselburgh to Edinburgh on weekdays in order to fill the gap between the 1645 and 1811 services?
A. The provision of services is monitored continuously and there are no plans for an additional service at this time of day due to the availability of rolling stock.
Q. Is there a specific reason for the frequent late-running of the 1915 Musselburgh to Edinburgh service?
A. Since 1 March 2009 there have been some delays to this service due to operational issues, such as unit defects.
The service has also been delayed at Drem Junction on occasion due to late running trains on the main line.
Q. Would it be possible to increase services between Musselburgh and Edinburgh to half-hourly on weekdays?
A. There is no capacity on this route to introduce a half hourly service on weekdays.
Q. Would it be possible for more services from Musselburgh to stop at Haymarket?
A. There are no plans to increase the direct services between Musselburgh and Haymarket due to a lack of available capacity on the route.
Q. Why is the journey time between Queen Street and Helensburgh now ten minutes longer than it was two years ago?
A. The services are generally three minutes longer than they were two years ago – and this was due to increasing station dwell times to recognise the greater numbers of passengers travelling.
Tickets, Fares and Others etc
Q. Would it be possible to introduce a book of tickets that can be used from time to time for customers who require a more flexible ticket than the current Flexipass?
A. The 10 Journey Flexipass provides significant flexibility, in that tickets can be used on any train, on any day over a period of one month. These can be purchased well in advance of travel from stations, telesales on 08457 55 00 33 and online at www.scotrail.co.uk
For even more flexibility the 50 Journey can be used over a period of one year.
Q. How is ScotRail progressing with the introduction of new ticketing technology such as SMART and mobile ticketing?
A. Our main focus at present is the launch of a full SmartCard pilot on our main Edinburgh to Glasgow route. This project is progressing well and we are on target to have system testing throughout the summer period with a customer launch scheduled for Autumn 2009. The pilot will be based on a two year trial on this route.
Q. Can the customer information technology on the North Berwick Line be improved?
A. The screen at Wallyford Station has been replaced and the screen at Drem will also be replaced by the end of the month.
We have experienced severe difficulties in finding replacement parts for the faulty monitors, but any faults that are reported will be investigated and rectified as soon as possible.
Q. Is there a suitable ticket to allow flexible travel either via Musselburgh or Newcraighall stations?
A. Customers can use either station subject to paying any differential in price. For a customer travelling to/from Edinburgh, best approach would be to purchase the higher priced ticket to Newcraighall – that would give the flexibility of travel via either station.
Q. Is there a particular reason for having so many ticket checks on the route from Dunfermline Town to Musselburgh?
A. As part of our franchise commitment, we must ensure that certain stations have barrier checks to try and eliminate ticketless travel and fraud.
These stations are identified under our franchise and undergo regular audits. For this journey in particular ticket checks will take place at Dunfermline Town during the morning peak and at Edinburgh Waverley during morning and evening peaks, as well as on-train.
While this can potentially mean up to five checks on any journey, we do have an obligation to carry these out.
Meet the Managers March Q & A
Services
Q. Why are there no services from Stonehaven to Aberdeen between the 0818 and the 0938 and are there plans to change this?
A. This service was previously the 0706 Edinburgh to Dyce, which became the 0730 Edinburgh to Inverurie in order to comply with the introduction of the winter timetable last December. There are currently no plans to change this.
Q. Why do the 0842 and 0907 services travelling south from Aberdeen not stop at Stonehaven, leaving a gap in departures from 0838 to 0953?
A. The number of stops has to be spread out in order to maintain achievable journey times, accommodate stops at the new Laurencekirk Station from May and take into account the single-track section of the route south of Montrose which can only accommodate one train at a time.
Q. Until December, commuters returning from Dyce could connect into the 1748 from Aberdeen. They now have to wait for the 1815 – are there any plans to amend this?
A. The 1748 service now departs at 1736 in order to comply with the new timetable and to accommodate the stop at Laurencekirk, which will come into operation in May.
The introduction of a Dyce to Stonehaven service in addition to the new 1705 was investigated. However, it was not feasible to progress due to the lack of available capacity on the line south of Aberdeen due to freight trains with contractual rights.
Q. What is the mechanism for influencing timetable changes so that communities can engage with Transport Scotland and Network Rail on resolving timetable issues such as Dyce to Stonehaven?
A. The timetable is specified by Transport Scotland and paths are sought from Network Rail by ScotRail, who consult Regional Transport Partnerships at six-monthly timetable conferences. We also attend Nestrans’ NE Scotland Transport Consultative Forum.
If – following relevant consultation with funders – ScotRail bid for new paths, then Network Rail evaluate these paths against existing rights to see if there is sufficient space to include them in the timetable. Any train operating company that has existing contractual rights will have these rights satisfied before any consideration of new rights.
Q. Are there plans to introduce a later service from Aberdeen to Stonehaven on Saturday nights similar to the 2332 Friday service?
A. There are no plans to introduce a later service on Saturday evenings as Network Rail require track access to undertake essential maintenance.
Q. Are there plans for more trains to stop at Portlethen in recognition of projected population growth?
A. There are currently no plans to increase the number of services calling at Portlethen due to line capacity.
Q. Would it be possible to restore some of the Stonehaven to Kirkcaldy journey opportunities lost in December?
A. The new Edinburgh Fife Aberdeen timetable introduced in December focused on reducing journey times to provide an improved service for customers. Customers can catch available connections at Dundee.
When the new timetable is introduced on 18 May, the 0729 from Stonehaven will connect to a new 0828 Dundee to Kirkcaldy service.
Q. Why is it not possible for commuters to board the Caledonian Sleeper during times of disruption?
A. Sleeper services are often heavily loaded and the rolling stock does not lend itself to carrying commuters; the ambient space on sleeper services is not sufficient for this. Operational difficulties could also be caused by commuters trying to board the train while sleeper passengers try to alight with luggage, etc.
Q. Are there plans to introduce more capacity on peak time services into Aberdeen?
A. We regularly review the allocation of our rolling stock. There are no plans to increase the number of carriages on services between Aberdeen and Stonehaven.
We are unable to introduce additional evening peak services from Aberdeen to Stonehaven as – when taking other operators into consideration – the line is already at capacity.
Q. Can better provisions be made on trains for wheelchair users?
A. We make every effort to ensure that our services are accessible to all.
Trains serving customers at Stonehaven are provided with dedicated wheelchair accommodation. If a space has not been booked in advance and is used by other customers, our on-train staff will make announcements asking those occupants to move, allowing a wheelchair user to occupy the space.
Q. Why are customers charged £1.60 for a cup of hot water on services from Stonehaven to Glasgow and Edinburgh?
A. ScotRail does not sell cups of hot water on-train, as it is not a product that listed on the menu. Customers are charged for products requiring hot water such as cups of tea.
All prices are benchmarked against station retail units, and customers receive service at their seats, where they can chose from a wide range of competitively priced trolley products.
Q. Why does the 0818 Johnstone to Glasgow Central service only run with three carriages?
A. This service uses a six car Class 318 train, which offers the greatest number of seats on the Ayr route. Customers boarding one of the rear three cars may find it easier to obtain a seat, as the majority of customers at peak times tend to board from the front carriages.
On occasion some services may need to be shortened due shortages of available rolling stock. If this occurs and a customer wishes a fuller explanation as to the reasons for the shortage, they can contact ScotRail specifying dates and affected services.
Q. Would it be possible to provide head rest covers on seats?
A. All train upholstery is cleaned and vacuumed regularly and any particular issues should be reported to a member of staff. Head rest covers are provided on trains which have First Class. However it would be impractical to provide them on every seat.
Q. What was the reason behind the decision to reduce services on the Ayrshire line to hourly for the winter timetable?
A. Weekday services on this line remained unchanged following the introduction of the December timetable. Sunday services have for many years reverted to hourly in the winter timetable but go half-hourly again in the run-up to Christmas.
Tickets, Fares and Others etc
Q. When random ticket inspections are arranged for stations without gates, would it be possible for on-train announcements to be made alerting passengers alighting at these stations to retain their tickets?
A. In accordance with the National Conditions of Carriage, customers should always retain tickets until their journey is complete. On-train staff do make announcements for services arriving at city centre locations.
Q. Would it be possible to have pre-recorded announcements on trains and at stations in various languages during special events such as the Edinburgh Festival?
A. Our systems have a limited amount of storage space for audio recordings and are currently close to capacity with the announcements we are obliged to carry.
Q. Would it be possible to make ticket vending machines (TVMs) more user-friendly for customers using Railcards?
A. The National Railcard option is clearly and logically presented during the ticket transaction process and operates in the same way as every other machine of this type across the UK.
The machines are designed in accordance with industry best practice guidelines for TVMs in order to offer consistency of operation at every location. To make any changes to the screen ‘flows’ would introduce inconsistency.
Q. Would it be possible to install seating in the booking hall at Stonehaven Station?
A. The seats that were previously available were removed due to anti-social behaviour. However, customers travelling on southbound services can use the waiting room on the platform.
Q. Are there plans to refurbish the waiting room on the Aberdeen-bound platform at Stonehaven Station?
A. There are no current plans to refurbish this waiting area, but we will keep this under consideration when sufficient funding becomes available.
Q. Are there plans to improve security at Aberdeen Station?
A. Safety and security are our main priorities. Aberdeen Station has benefited from a £1 million upgrade by ScotRail including the installation of 130 CCTV cameras. We also work together with British Transport Police to specifically target areas with poor sightlines on the way up to the Trinity Centre.
Q. Can an allowance be made for customers using Club 55 from Stonehaven to Glasgow to enable them to use an earlier service? The first train they are able to use is the 0950, which doesn’t arrive in Glasgow until lunchtime.
A. The offer is subject to a standard watershed time of 0915, which is easier to understand for both staff and customers. This restriction does not apply at weekends.
Q. What fares will be available between Laurencekirk and Aberdeen, Edinburgh and Glasgow?
A. A range of Anytime, Off Peak, Advance and Season ticket fares will be available from Laurencekirk.
Q. How many car parking spaces will be available at Laurencekirk?
A. The car park at Laurencekirk Station, which will be owned and operated by Aberdeenshire Council, will have 65 spaces.
Q. Can an allowance be made for customers using Student Rail Cards from Stonehaven to Aberdeen to allow them to use earlier trains?
They are currently unable to make 9am lectures using their cards due to current time restrictions.
A. The 16-25 Railcard is actually intended for use on leisure journeys, offering discounts during less busy periods, rather than for commuting. Season tickets are available to students for travel to and from college/university.
Q. Would it be possible to provide a loyalty discount for long-term season ticket customers in the form of a percentage drop in price every year?
A. Season tickets are already heavily discounted and therefore offer excellent value. Season ticket holders are also eligible to join our Advance Loyalty Club which offers further discounts on leisure travel and selected partner offers.
For more information on Advance, visit www.scotrail.co.uk and click on ‘Loyalty Club’.
Q. Would it be possible to extend the Edinburgh-Glasgow Flexipass to cover Paisley?
A. When introducing Flexipasses, both the demand and the level of automatic revenue protection (ticket gates) is assessed. On the Paisley-Edinburgh flow we have not seen the required levels of demand, and on that basis we have no plans to introduce a Flexipass in the near future.
Q. Would it be possible to have more flexible tickets for travel within Strathclyde?
A. The passenger profile in Strathclyde is predominantly made up of short distance journeys such as those for commuting and day trips. The current fare structure reflects this.
ScotRail would be required to offer period/weekend return fares in addition to the existing set of fares.
Feedback from Passenger Focus reflects that passengers want simplified fare structures and the creation of additional fares would work against that aspiration.
Meet the Managers February Q & A
Services
Q. Are there plans to introduce more carriages on services from Croy to Edinburgh at peak times?
A. We continuously monitor the allocation of our rolling stock. There are no current plans to increase the number of carriages on these services.
Q. What is the reason for the regular delay of the 0815 Livingston South to Edinburgh Waverley service?
A. This service begins at Glasgow Central at 0713. There are three main causes for delay to this service:
• The first is a late start from Glasgow Central caused by Network Rail operating issues (and on one occasion, a track fault)
• Slight delays can also be caused by the volume of passengers boarding and alighting the train.
The most likely cause of delay is congestion at Haymarket East Junction caused by late running services in front of the 0713.
Q. Why has the 0805 Bathgate to Edinburgh Waverley train been reduced from six to four carriages?
A. Peak-time trains serving Bathgate are planned to have six carriages but may have been formed as a four-car due to a shortage of suitable units. If a specific date is reported we can determine the exact reason for the reduction.
There is no 0805 Bathgate to Edinburgh service. However, there is a 0805 service from Uphall to Edinburgh which starts at Bathgate at 0754.
Q. Can more staff be made available for customers wishing to purchase tickets in the morning at Inverkeithing?
A. We currently have a booking office and two additional ticket examiners to issue tickets to customers wishing to travel as well as a ticket vending machine. We have no plans to increase the current arrangements at the station. Customers who travel on a regular basis can purchase a season ticket, which will save money and time. In addition customers can purchase tickets the day before travel to avoid queues.
Q. Can improvements be made to ensure that the 1752 Edinburgh Waverley to Shotts service departs on time?
A. The train that makes up the 1750 Edinburgh – Shotts service is the 1615 Glasgow Central to Edinburgh.
The two main reasons for recent delays on this service are late starts from Glasgow Central – mainly caused by some problems with the new signaling centre introduced by Network Rail – and waiting at Haymarket East junction due to late running services in front which cause congestion.
This has resulted in the service arriving on some occasions outside the ‘within five minutes’ target. This is designed to give the train a five minute turnaround time in order to depart as the 1750 Edinburgh to Shotts service.
Q. What is the main cause of delays and cancellations of Fife Circle service to and from Rosyth?
A. There have been a number of reasons for recent delays and cancellations on Fife Circle services.
Most delays and cancellations since December 2008 have been caused by train faults and the severely cold weather over the past few weeks. Some were caused by overnight track maintenance carried out by Network Rail running past the allocated time.
Q. Is there a specific reason for signalling issues on the 0837 Stirling to Newcraighall service?
A. There have not been any reported signal faults on this service and so it is most likely that the train is stopped due to congestion on the line caused by services running in front of the one in question.
Q. Are there any specific reasons for the unusually poor performance of services into and out of Edinburgh since the introduction of the Edinburgh – Fife – Aberdeen timetable?
A. There have been a number of operating difficulties in the East of the network over the past few weeks. These include severe weather, train defects, and overrun engineering work – all of which have impacted on services. We do apologise for the inconvenience these delays have caused.
The new timetable has introduced more services and so, if any train has an incident that causes a delay, this increases the likelihood of impact on other services.
Q. What were the reasons behind the introduction of the Edinburgh – Fife – Aberdeen timetable, with specific reference to Inverkeithing and Carnoustie?
A. The EFA timetable was primarily introduced to speed up longer distance journeys to Aberdeen and to provide more seats from Fife to Edinburgh. The number of trains and their timings were agreed by Transport Scotland.
Regarding Inverkeithing, one of the key issues with the previous timetable was overcrowding on the long distance trains calling at Inverkeithing and Kirkcaldy. As a result these calls have been dropped. In total, there are over 1000 extra seats from Fife to Edinburgh in the morning peak, including Inverkeithing. However, the constraint of a maximum of six carriages in any one train does impact on the spread of the extra seats. The timing of the trains is dictated by the overall congestion of the network and this is something that we continue to examine with Network Rail.
Adding Inverkeithing calls onto longer distance services would simply compound overcrowding on the long distance trains and add time to the overall journey.
Regarding Carnoustie, previous journey opportunities were the 0637 service from Carnoustie arriving in Edinburgh at 0853; the 0659 direct service arriving at 0826; or the 0736 service arriving in Edinburgh at 0920 by changing at Dundee. The introduction of the EFA timetable has resulted in the following opportunities: the 0657 service from Carnoustie arriving in Edinburgh at 0826 and the 0815 service arriving at 0940. We hope to re-time the train that arrives in Edinburgh at 0940 so that it arrives earlier, but this is constrained by other operators’ services on the line between Dundee and Edinburgh.
The number of stops at Carnoustie is limited by our contract with Transport Scotland and therefore, it is important to find the balance that suits the majority of customers.
Q. Can more announcements be made by conductors on services from Fife to Edinburgh?
A. While we wish to ensure that customers are fully informed during their journey, we try to limit the amount of announcements made to what customers want and need to hear. For this reason, automated announcements are used with conductors supplementing when required.
Conductors have a number of duties to attend to while on board involving safety, door operation and revenue duties as well as customer service which must be balanced as required. As a result, automated announcements will only be supplemented by the conductor during disruptions – particularly on peak-time services – as they must focus on revenue collection and face-to-face customer service.
Q. Why is the 1854 service from Dundee to Carnoustie still allowed to depart when the connecting Edinburgh to Aberdeen service – which is scheduled to arrive at Dundee at 1848 – runs late?
A. In line with our performance regime, we strive to maintain a punctual service. Holding a train to maintain a connection can have negative repercussions for other rail services.
The contingency for the 1854 Dundee to Carnoustie service in the event of the late running 1715 from Edinburgh would be that the Carnoustie service departs on time.
Passengers for Carnoustie would get the next service 22 minutes later at 1916 whilst passengers for intermediate stations would be offered alternative transport.
Q. Can the time of the 0741 Wallyford to Edinburgh Waverley be altered in order to allow more time for customers connecting with the 0800 Glasgow Queen Street service? If unable to do this, could the arrival platform be altered?
A. We are currently unable to alter the timetable. There is a service that departs for Glasgow Queen Street at 0815. We will pass the query regarding platform change to Network Rail which manages Edinburgh Waverley for investigation.
Q. Are there plans to introduce more carriages on Barrhead to Glasgow Central services during the morning peak?
A. We continuously monitor the allocation of our rolling stock. There are no current plans to lengthen this service. In December 2009, two trains per hour will be introduced between Glasgow and Kilmarnock, which include additional calls at Barrhead during peak times.
Q. Why have trains running between East Kilbride and Glasgow Central not been running as punctually as normal recently, particularly the 1742 service?
A. This has been the result of some problems with the new West of Scotland Signalling Centre that was introduced by Network Rail over Christmas. The system experienced some adverse effects which have impacted on all services into and out of Glasgow Central.
There are plans to improve the Glasgow –East Kilbride services in the future.
Q. Why is the 1708 service from Glasgow Central to Neilston frequently late in departing?
A. The service that makes up the 1708 Glasgow Central to Neilston train is the 1641 Newton to Glasgow Central.
Recent delays have been the result of two main issues. Firstly, late starts from Newton caused by problems such as signal failures; and secondly, being delayed on approaching Glasgow Central, due mainly to congestion.
These delays have resulted in the service arriving at Glasgow Central outside the ‘within five minutes’ target set to allow the train to turn around. Therefore, if the train does not arrive within five minutes, it is delayed in departing for Neilston as the 1708 service following the five minute turnaround.
Q. Can the 0730 train from New Cumnock to Glasgow Central be preheated? The service can be very cold.
A. The 0730 service from New Cumnock to Glasgow Central departs Carlisle 0609 and should be warm on arrival at New Cumnock. It is possible that there could have been a fault with the unit on a particular day, as the trains that serve this route do not have varying controls for heating – simply an on/off control. In general the heating is only switched off later in the day over the summer months.
Any concerns regarding on-train heating can be reported staff on train to allow issues to be investigated.
Q. Are there any plans to introduce more services calling at Langbank?
A. We continuously monitor the service requirements of all routes. However, there are no plans to introduce more services calling at Langbank.
Q. Can an earlier service than the 0540 Ayr to Glasgow be introduced? This service does not allow customers to access the early morning Glasgow to London Virgin train service.
A. We already operate the earliest possible service from Ayr to Glasgow Central at this point in time. Prior to this, access to the track is required by Network Rail’s ongoing maintenance requirements. However, we do operate the Caledonian Sleeper which arrives at London Euston early-morning.
An earlier service has been proposed which would depart 30 minutes earlier from December 2009. However, this is subject to confirmation.
Q. Why is the 0600 train from Burntisland to Edinburgh frequently late with no explanation?
A. There have been a number of issues that have affected the performance of this service since the start of the new timetable. The greatest causes have been due to the recent very cold weather and overrunning of overnight track maintenance work carried out by Network Rail.
As the 0600 arrives as the station is opening, station staff may be unable to make a local announcement. In this case, staff at the nearest CCTV centre should be able to make an announcement. However, this may come through in advance of the train’s scheduled arrival and customers arriving close to the departure time may not hear it.
Q. Why is the 0700 from Cardenden to Edinburgh frequently late, or cancelled close to its departure time?
A. The main issues that have affected the performance of this service are the recent cold weather, driver issues and the overrunning of overnight maintenance work carried out by Network Rail.
Q. Why is the 0553 from Kirkcaldy frequently delayed without explanation?
A. The main issues that have affected the performance of this service recently are cold weather and the overrunning of overnight maintenance and engineering work carried out by Network Rail.
We aim to keep all ScotRail customers fully informed in times of disruption and apologise if this has not been the case. This concern will be passed onto the appropriate member of staff for investigation.
Q. Is there any building work planned for Cardenden?
A. The older waiting shelter will be replaced with a new modern shelter. To do this, work is currently taking place on site to build a foundation with a small retaining wall. The shelter is planned for installation within the next two weeks.
Q. Is there a possibility of running a later service from Edinburgh to Dalgety Bay, particularly on Friday and Saturday nights?
A. There are currently no plans to operate later trains as this would further restrict the access required by Network Rail to complete essential track maintenance.
Q. Could more carriages be introduced on peak-time services on the Fife Circle to and from Newcraighall?
A. We have recently increased the number of seats on Fife to Edinburgh services by over 1000 in the morning peak.
Tickets, Fares and Others etc
Q. What was the reason behind the fares increases in January?
A. The changes followed significant cost pressures over the year. Like other businesses, we have seen costs increase.
The increase in unregulated fares was the same as the regulated fare rise indicated by the Scottish Government.
It was the third year in a row that ScotRail held unregulated fares at the same level as regulated fares. Unregulated fares have no maximum increase and are set at the train operator’s discretion.
The latest review also saw:
• The discount raised from 34% to 50% on season tickets for 16 to 18-year-olds who have Scottish Youth Railcards. The railcard also covers full time volunteers up to the age of 25 who are actively contributing to their community, and:
• A freeze on the cheapest level of Advance tickets – for the second year in a row - on more than 80 journeys across Scotland. They include Edinburgh and Glasgow to Aberdeen or Inverness - all held at £10.
For further information, see our Press Release (under News) – dated 20 November 2008 and headed ‘2009 Rail Fare Changes’.
Q. Why are tickets not checked on the 0630 service from Barassie to Glasgow Central?
A. We have staff scheduled to be on every service. We will monitor this situation to ensure that optimum standards of customer service are achieved.
Q. Why are there no announcements at Hillington East when trains are running late?
A. There have been some issues with the PA system serving Hillington East, which is run from Glasgow Central. However, these issues have been reported and we are working closely with Network Rail staff at Glasgow Central and our own staff at our customer service centre in Paisley to ensure that passengers are kept informed of any disruptions that may occur.
The retail manager responsible for Hillington East will also investigate this issue and follow up on any required repairs.
Q. Why do fares – including those purchased with a senior railcard – seem to be out of proportion with distance travelled?
A. There is no direct link between fares and mileage – this change occurred before privatisation. The current fare structure reflects the one inherited by the current franchise.
Q. Are staff allowed to sell two separate day return tickets for routes with connecting services rather than a straight through ticket in order to save customers money?
A. Customers are entitled to purchase a combination of tickets to make up their entire journey providing that the train calls at the point where the tickets change over.
Q. Why are tickets checked so frequently – at barriers, on trains and at barriers when leaving the train?
A. ScotRail has a number of franchise commitments related to revenue protection which include on train and barrier checks. This can sometimes lead to passengers having tickets checked more than once on a journey.
Q. Can the side doors at Haymarket Station be used for access during peak times and special events as the overcrowding at times seems to be a safety issue?
A. The side doors are not used due to the tram project that is currently ongoing in the Edinburgh area – the car park has been closed off to cars and pedestrians. However, we will review the situation when the work has been completed.
Q. Is it possible to update service information – times, etc – before 0700 hours?
A. Unfortunately we are unable to update the website early in the morning. However, we operate a Journey Check service that specifically suits early morning commuters who need to know of any service disruption that may affect their journey on a daily basis. Customers can also register for Journey Alert via the ScotRail website and have alerts sent to their mobile phones should problems occur. The service is free and can be tailored to suit a customer’s travel requirements. Routes and travel times can be selected to allow the system to alert the customer in sufficient time prior to departure. To register visit www.scotrail.co.uk and under the ‘Information’ option click ‘What is Journey Check’.
Meet the Managers January Q & A
Services
Q. Are there any plans to introduce more services calling at Gleneagles?
A. In consultation with Transport Scotland, we are looking at the opportunity to deliver an additional hourly service between Perth and Glasgow Queen Street during the main part of the day. A final decision will be made in due course.
The Tactran Regional Transport Partnership is also proposing a study into an additional hourly Arbroath to Glasgow service that could make such a call.
Q. Why is it not possible to introduce an earlier Sunday service to Lenzie?
A. We already operate the earliest possible service. Prior to this, access to the track is required by Network Rail’s ongoing maintenance requirements.
Q. Would it be possible to add more carriages to the 0915 service from Edinburgh Waverley to Glasgow Queen Street?
A. We continuously review our rolling-stock allocation and are currently looking at this service. We also have to take into consideration the maintenance and servicing of our rolling stock – and some of this must be undertaken between the peak periods.
Q. Why does the Edinburgh to Glasgow Queen Street service not stop at Edinburgh Park, and would it be possible for it to do so at peak periods?
A. This has been considered, however Transport Scotland has decided that there would be too great an impact on the overall journey-time. From December 2010, a service is planned to run from Edinburgh Park to Glasgow via Bathgate and Airdrie.
Q. How is the electrification of the Glasgow to Edinburgh line progressing?
A. The electrification of the route, which includes Cumbernauld, Dunblane and Alloa is progressing well. Network Rail has an engineering company undertaking the detailed design work and is planned to have the whole electrified by 2016.
Q. Are there plans to add more carriages to the 1633 Edinburgh to Dunblane service?
A. We continuously monitor the allocation of our rolling stock. However there are no current plans to lengthen this service.
Q. Are there plans to reduce the current 41 minute gap between morning services from Dunfermline to Edinburgh – the trains depart at 0716 and 0757?
A. We continually examine ways to enhance the timetable. However, during this time the line is already at capacity as it is in use by other operators and freight trains. Therefore, we are unable to run additional trains in these ‘gaps’.
Q. Would it be possible to increase the number of carriages on the 0800 Uddingston to Glasgow Central and the 1727 Glasgow Central to Uddingston services?
A. We keep allocation of our rolling stock under continuous review and all allocations are agreed with Transport Scotland. In the last review these two trains were found to have peak loads of 220 in the morning and 227 in the evening. The trains currently used have a capacity of 305 and 285 respectively.
Q. Would it be possible to introduce a service between Kirkcaldy and Cupar to fill the gap between the 1430 and 1630 services?
A. There is a service to Cupar that departs Kirckaldy at 1542.
Q. Why have the normally high levels of service deteriorated since fares increased?
A. Network Rail experienced difficulties with the new West of Scotland Signalling Centre commissioned over the festive season to replace the Glasgow Central signal box. We have worked to ensure that ScotRail customers suffer as little disruption as possible.
Q. Can more staff be available at the gateline at Glasgow Central when services run late in order to reduce the delay for customers?
A. ScotRail has a responsibility to check tickets on all arrivals and departures and cannot leave any trains unstaffed. Resources are allocated as appropriate.
Q. Are there any plans to enhance the timetable for services running from Glasgow to Dumfries?
A. Some minor improvements to the Glasgow to Dumfries timetable are proposed for December 2009; and there is a project group looking at further enhancements on this route for the future.
Q. Why is there no catering service on trains along the Dumfries line and are there plans to introduce it?
A. Catering was trialled on this line in 2002 but proved unviable. Since then, refreshment outlets have been established at both Kilmarnock and Dumfries stations, giving customers an opportunity to purchase refreshments prior to boarding.
Q. Are there plans to introduce a late-night Edinburgh to Glasgow service?
A. The introduction of a later service would infringe on Network Rail's access for overnight maintenance work. However, ScotRail does operate later night services during major events such as the Edinburgh Festival.
Q. Are there plans for a Glasgow Crossrail?
A. The Scottish Government’s Strategic Transport Projects Review proposed a new station to facilitate interchange between the east, south and west of Glasgow. The Transport Minister has agreed to take further views on a Crossrail.
Q. When will Scotland be getting new trains?
A. We have placed an order for 38 new electric trains for the Ayrshire and Inverclyde routes. These will be introduced from December 2010. This will free up rolling stock which will be allocated to other routes where capacity is required.
Q. Why has the 1742 Glasgow to East Kilbride service suffered frequent delays recently?
A. This service was affected by the difficulties experienced with the new West of Scotland Signalling Centre commissioned over the festive season to replace the Glasgow Central signal box. We have worked to ensure that ScotRail customers suffer as little disruption as possible.
Q. Why are there less trains now calling at Lockerbie?
A. The new West Coast Main Line timetable which maximises long-distance journey opportunities and reduces Anglo-Scottish journey times has unfortunately resulted in a reduction in calls at Lockerbie.
Q. Will the improved Kilmarnock service run beyond the evening peak?
A. The new twice-hourly service will continue into the evenings with a slightly extended journey time.
Q. Why was the ScotRail web site not updated to show the new timetable on 14 December 2008?
A. Both the old and new timetables were available online four weeks before the changeover on 14 December 2008, with the old timetables removed at midnight on the changeover day.
There may have been an issue whereby individual browsers do not automatically update web sites that are saved as ‘bookmarks’ or ‘favourites’ meaning they are still linked to the old pages.
Q. Are there plans to introduce more carriages on the 0813 express to Dunlop?
A. We continuously review allocation of our rolling stock and make any necessary changes. The timetable commencing in December this year will include an additional peak-hour service between Dunlop and Glasgow.
Q. Will there be any improvement in the service at Kirkconnel?
A. From December this year this service will call at more regular intervals, with an additional train each way, with connections at Kilmarnock.
Q. Why are there no announcements for late-running trains at Dunlop Station?
A. We recognise that information provision at this station is in need of improvement and will be investing in connecting Dunlop and adjoining stations to the automated public announcement system found elsewhere in Ayrshire.
Q. On the commencement of the half-hourly service between Glasgow and Kilmarnock, trains will only stop at Dunlop during peak times. Is there a reason for this?
A. Transport Scotland has specified the services to produce end-to-end journey times that are competitive in the off-peak with those that can be achieved between Glasgow and Kilmarnock by car. Dunlop will continue to enjoy an hourly service off-peak that will now be enhanced to half-hourly in the peaks.
Q. Why is there a lack of communication when trains are running late?
A. Disruption management is a key area for improvement going forward. Conductors are expected to announce promptly the cause of any delay and our Customer Services Centres are resourced to make announcements and handle queries from customer Help Points.
Q. What was the reason for the late-running of the 0835 and 0842 Bishopbriggs to Glasgow Queen Street services from 10 – 13 November 2008?
A. The 0835 was delayed on three occasions between 10 and 13 November 2008, mainly due to incidents with trains running in front. The service then had to be regulated for other on-time trains.
Similar problems also occurred with the 0842 service on two occasions (10 and 11 November). The delay on 12 November was caused by a suspected problem on the Bishopbriggs to Glasgow Queen Street service which the driver had to investigate at Lenzie before continuing the journey.
Tickets, Fares and Others etc
Q. Are there plans to further promote the Caledonian Sleeper service?
A. We are currently carrying out a press partnership promotion with the Sunday Mail and Daily Record which will run from 31 January until 3 February (2 for £89 return).
Advance Loyalty Club members additionally benefit from Caledonian Sleeper offers included within three direct and three electronic direct mailings per year.
Q. Who is responsible for the car park at Kilwinning Station, particularly gritting during icy weather?
A. The station maintenance team manager refers to a 24-48 hour weather report supplied by Network Rail via the Met Office. In the event of icy weather the station maintenance team manager will request contractors. All other areas of the station are covered by station staff who will take action when hazards are evident.
We have recently experienced the de-icing material that we currently use being re-frozen after application due to rainfall. We are currently trying to resolve this issue by changing our product.
Q. Are there plans to install a TVM at Lochwinnoch Station?
A. There are no current plans to install a TVM at Lochwinnoch Station.
Each time an extension of the TVM fleet is considered an evaluation process is undertaken to identify the highest priority locations. Criteria that are taken into account include passenger volumes, frequency of service and fraud prevention. The final decision is approved in conjunction with our rail industry partners where appropriate to ensure that objectivity and consistency of application are maintained throughout.
Q. Why is the consumption of hot food on trains not prohibited?
A. We do not serve hot food on our trains so many customers choose to bring takeaway items on board with them, many of which are readily available at stations. Thus, we are unable to control what customers choose to bring on board with them.
Q. Are there plans to improve the PA system at Maxwell Park Station as it is not audible?
A. The recent relocation of the PA equipment from Glasgow Central to the Strathclyde Customer Service Centre at Paisley resulted in some transmitter issues, making some announcements sound muffled. An upgrade was carried out in mid-January and tests at numerous stations, including Maxwell Park show the issue to be resolved.
Q. Can the customer information system at Haymarket Station be improved so that train information is on display for longer and security messages are displayed for shorter periods?
A. Arrangements have been made for the security notice to be removed from the customer information screens at Haymarket Station. The information on the screens will now concentrate on train service information and the security notice will now be displayed on posters within the station.
Q. Would it be possible to include the 0912 Kirkcaldy to Edinburgh as an off-peak train? It reverts to off-peak a short way down the line and misses peak traffic.
A. The morning peak period currently ends at 09:15 and there are no plans to change this as there can still be a high level of demand for services at this time. It is also important to have an off-peak restriction that is clear and easily communicable to both staff and customers.
Q. Would it be possible for offers such as the £15 anywhere voucher (run in conjunction with Sainsbury’s) to have a longer validity period?
A. The validity of any promotional offer is decided with a number of factors in mind including the period over which we have available capacity. Longer validity offers would potentially see us offering travel into an already busy period leading a less comfortable journey experience.
Q. Are there plans to ban the sale of alcohol on trains?
A. There are no plans to ban the sale of alcohol on trains.
We expect all our customers to travel in a safe and comfortable environment and certainly not be subjected to any drunken behaviour of other passengers.
It is rare to experience any problems with customers who have purchased alcohol on our trains - and our staff are trained to handle any disruptive passengers accordingly.
In the event of this happening, staff will move other passengers away from the disruptive group to another part of the train and then monitor the behaviour of the group.
We also work closely with British Transport Police to ensure that all our customers travel safely. On occasions when it is anticipated that alcohol could be an issue, bans on the carrying and consumption of alcohol on our trains are introduced and enforced by the Transport Police on the day.
Q. In what situations can compensation be claimed and how can customers do this?
A. Terms and conditions of claiming compensation are detailed in the ScotRail Passengers’ Charter. Copies of the charter are available from staffed stations or from the Customer Relations Manager at: First ScotRail Customer Relations, PO Box 7030, Fort William, PH33 6WX.
Q. Can the information regarding the claim of compensation be indicated on tickets purchased?
A. The level of compensation available to a customer is not fixed. It is determined by a number of factors including the type of ticket held and the nature of problem. This would be too much information to fit onto a train ticket. The ScotRail Passengers’ Charter is available at all staffed stations or by writing to the above address, and includes all levels of compensation available.
Q. Are there plans for improvements to Dunlop Station?
A. Network Rail held a public meeting in Dunlop Village Hall on Wednesday 21 January to present plans for the Lugton to Stewarton track works which will include a second platform at both Dunlop and Stewarton Stations.
Previous Meet the Managers Q & A
The finals sessions for 2008 were held on 10 and 11 December. Thanks to all of you who chose to give us your views at these sessions. ScotRail’s management team visited stations and travelled on trains across the network and received some very valuable feedback and ideas. The Q &A for these are published in the 2008 Q&A section below. If you have further questions please contact our customer relations team on 0845 601 5929 or
scotrailcustomer.relations@firstgroup.com
To view 2008 Q&A click here
To view 2007 Q&A click here
To view 2006 Q&A click here
To view 2005 Q&A click here
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