PASSENGER satisfaction with ScotRail has plummeted to a 16-year low.
An annual survey showed overall satisfaction with Scotland’s rail service is down six percentage points on last year, to 79 per cent.
This is substantially below the franchise target of 88.5%, while only 39% of travellers are satisfied with how ScotRail deals with delays.
Meanwhile, just 51% feel they are getting value for money.
ScotRail, which is run by Dutch firm Abellio, said it was “good news” that four out of five customers are satisfied with its service.
But Scottish Labour’s transport spokesman Colin Smyth hit out at “months of delays, cancellations and overcrowding on our trains”.
He said: “In return for this shoddy service, hard-pressed commuters are being forced to fork out even more to travel on our trains with a rip-off fare rise given the green light by the SNP Government, who ignored calls for a fare freeze in the Budget.
“SNP Transport Secretary Michael Matheson has allowed Abellio to miss target after target and then teamed up with the Tories to block Labour’s plans to bring our railways into public ownership.
“The SNP should use the current budget process to deliver a fare cut for passengers and back Labour’s call for public ownership of our railways so we have a transport system that works for the many.”
The National Rail Passenger Survey, carried out by the independent watchdog Transport Focus, found 79% of the 1,200 ScotRail customers surveyed were satisfied with the train operator – the same as the UK average.
ScotRail said the survey was carried out “during a challenging spell of autumn weather”.
Despite this, it showed satisfaction among leisure travellers – ScotRail’s largest customer group – was at its highest level since 2016, at 91%.
The number of ScotRail customer journeys has increased by 23.5 million over the last decade, with £475 million currently being invested in brand new and upgraded trains.
Phil Campbell, head of customer operations, said: “While it’s good news that four out of five of our customers are satisfied with ScotRail, we know there is much more to do given the challenges we have faced in recent months.Everyone at ScotRail is working flat out to deliver the improved service our customers expect and deserve.”
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