We pride ourselves on our performance and our reliability is a top priority. As a member of FirstGroup plc, Britain's leading transport provider, we operate 95% of passenger rail services in Scotland, providing 2000 services a day.
ScotRail is a member of FirstGroup plc, Britain's leading transport provider. We operate 95% of passenger rail services in Scotland, providing 2000 services a day. ScotRail also operates all but 3 of Scotland's 344 passenger stations, of which 142 are staffed.
For further details of the full range of businesses that First operates, please check online at www.firstgroup.com or pick up a leaflet at any of our staffed stations.
We are committed to letting customers know how we are performing, both operationally and from a customer service perspective. For full details please click here.
We also recognise that at times of severe disruption, keeping customers informed is hugely important, and have worked with ATOC (Association of Train Operatiing Companies) in creating a code of practice to ensure customers receive a consistent level of customer service at these times. To view or download a copy of the code of practice please click here.
Performance Standards
4 weeks ending 27 April 2013
ScotRail has set standards for the punctuality and reliability of services based on the seven Service Groups outlined below:
Punctuality
Punctuality figures shown are the percentage of trains arriving within 10 minutes of scheduled arrival time for Express, South West and Highland service groups, within 5 minutes of scheduled arrival time for East, Central, and Strathclyde service groups, and within 30 minutes for Caledonian Sleeper services.
| Service Group | Target % | Last 4 weeks % | Last 12 months (actual) | Last 12 months (trigger) |
| ScotRail Express | 92 |
98.8 |
97.1 | 89 |
| ScotRail South West | 92 | 96.4 | 97 | 89 |
| ScotRail Highland | 92 | 94.5 | 96.4 | 89 |
| ScotRail East | 90 | 97.1 | 95.1 | 87 |
| ScotRail Central | 90 | 95.6 | 92 | 87 |
| Caledonian Sleepers | 99 | 94.7 | 94.2 | n/a |
| ScotRail Strathclyde | 94 |
95.4 |
95.2 | 91 |
Reliability
Figures are the percentage of trains actually run.
| Service Group | Target % | Last 4 weeks % | Last 12 months (actual) | Last 12 months (trigger) |
| ScotRail Express | 99.5 | 99.8 | 99.4 | 98.5 |
| ScotRail South West | 99.0 |
99.1 |
99.3 | 98.0 |
| ScotRail Highland | 99.5 | 99.6 | 99.5 | 98.5 |
| ScotRail East | 99.0 | 99.7 | 99.3 | 98.0 |
| ScotRail Central | 99.5 | 99.8 | 99.6 | 98.5 |
| Caledonian Sleepers | 99.0 | 99.6 | 99.7 | n/a |
| ScotRail Strathclyde | 99.0 | 99.2 | 99.5 | 98 |
Exclusions
The following are excluded from Punctuality and Reliability performance figures: Bank Holidays, Sundays, days when season tickets have been given extensions because delays and cancellations meant no effective service was provided, and days when disruption was caused by extreme incidents beyond the control of the railway industry. Details of exclusions are shown below.
Please click here to view a pdf of exclusions
Discounts for Season Ticket holders
A 5% discount will be given when you renew your monthly or longer season ticket (subject to the conditions as stated in the Charter) if the cumulative figure (average over the last 12 months) falls below the trigger figure (shown in brackets) for your service group. If both Punctuality and Reliability cumulative figure falls below the trigger shown, 10% discount will be given. Details of discounts currently due are shown below.
| Service Group | Discount |
| ScotRail Express | 0% |
| ScotRail South West | 0% |
| ScotRail Highland | 0% |
| ScotRail East | 0% |
| ScotRail Central | 0% |
| Caledonian Sleepers | 0% |
| ScotRail Strathclyde | 0% |
Void Days
Void days are complete days when no service was available. There were no void days during this period.
