“Our investment and actions demonstrate a real commitment to our customers and the lessons of last winter. It is all about keeping customers informed and minimising disruption.”
Steve Montgomery
ScotRail Managing Director
Whatever the weather, check your journey before you travel.
We have lots of ways to keep you up-to-date...
We're better prepared this winter...
After listening to your feedback we have invested over £2 million in new equipment and initiatives to keep more trains running, improve the flow of 'live' travel information, and keep station access clear.
Our aim is to help reduce the impact on your travel plans, and get back to normal running as quickly as possible.
Extreme winter weather - ranging from prolonged sub-zero temperatures and snow to hurricane-force winds and flooding - will affect train services. Our actions are designed to reduce the impact on customers this winter - and help get back to normal running as quickly as possible.
Jacqueline Taggart, Director of Customer Services: "There is no doubt that services will be disrupted if there is a repeat of the extreme conditions experienced last year. However, we will do all we can to keep people informed and to take care of them."
You told us...
You wanted better, more up-to-date information
|
So we're...
- giving over 800 on-train staff BlackBerry smartphones to enable them to access live running information to pass onto customers.
- providing staff in ticket offices with access to the same live information so they can also update you quickly
|
Last year...
Some services had to be cancelled or
were delayed signficantly.
|
So we've...
- invested in new polytunnels so trains can be returned to service much more quickly
- installed new 'power showers' at depots to de-ice trains quicker
|
Last year...
Access to stations was challenging and there were long waits
on platforms
|
So we've...
- bought more snow-clearing equipment to make access easier
- planned for overnight monitoring of stations so we can give priority to those worst affected
- arranged for complimentary tea and coffee to be available at larger stations during prolonged disruption
|
Roadshows
During November we held 38 roadshows at 16 locations across Scotland to tell people what we are doing and encourage them to sign up to receive travel alerts.
These events have prompted a boom in the number of customers signing up for disruption information services.
There has been an increase in demand for ScotRail's free JourneyAlert texts, Twitter feed and new disruption app.
Priority Rail Routes
Severe weather puts additional pressure on manpower and resources. ScotRail and Network Rail have jointly agreed the key rail routes they will seek to keep open. Key routes are those that are used by the highest number of passengers and/or maintain cross-border links.
Temporary Timetables
Before or during severe disruption, pre-agreed temporary – reduced - timetables may be introduced. For example, the Edinburgh – Glasgow Queen Street service will reduce in frequency to every half hour.
By taking this action, ScotRail and Network Rail will be able to maintain a more robust and reliable service, allowing customers to plan their journeys with more confidence.
Wherever possible, any decision to switch to temporary timetables will be made by 2 pm the day before severe weather is expected. This gives time for temporary timetables to be loaded into the UK timetable database. By taking a decision earlier, departure boards at stations, and train information screens on platforms and on-train will show the correct information.
Replacement Buses
We aim to provide replacement buses on key routes if prolonged disruption is expected. However, some factors can affect this:
Time of day
During the morning and afternoon school runs, most of the bus fleet available in Scotland is already in use. At these times, it is extremely difficult to obtain alternative transport.
Major events
If a big concert or sporting fixture is happening, it is more difficult to secure buses as they are already committed.
Large scale disruption
There may be situations where we are unable to provide replacement buses due to the sheer scale of disruption. For example the closure of a large station such as Glasgow Queen Street would affect some 52,000 journeys over the course of one day. Over 31,000 of these journeys occur during the morning and evening peak periods. As each replacement bus can transport approx 50 customers over 300 buses would be required during just one peak travel period. This is not possible.
Alternative travel options
Some destinations are served by more than one rail line or have good local buses. For example, there is now an additional rail route linking Glasgow and Edinburgh via Airdrie and Bathgate.
In the Glasgow area, Cathcart Circle customers can travel on Newton/Neilston trains instead; and Maryhill/Anniesland passengers can use buses or travel on trains to and from Queen Street low level. Cathcart circle customers and those who use the Springburn branch line – via Duke St, Alexandra Parade and Barnhill – have the option of buying tickets for the local bus service.
In addition, the Glasgow Subway normally honours ScotRail tickets during severe disruption.
Road conditions
Bus companies have the final say whether to run services or not during severe weather.
Bus driver availability
Drivers must abide by strict health and safety rules governing the number of hours they can work.
Useful links
www.networkrail.co.uk/scotland
Network Rail information
