SCOTRAIL has issued a statement after the launch of the operator's new app, released today, was slammed by customers for the prevalence of problems.
Users have complained about difficulties logging in, an inability to purchase tickets, and the app failing to display services.
While ScotRail released a statement earlier on Thursday saying "customers who are having issues can continue to use the old ScotRail app to purchase tickets," users have complained that the new app offers limited differences and improvements, questioning if the switch was necessary.
The original app was originally set to be deactivated today, with the operator saying earlier today that users could continue to use it up until midday.
While this has now been delayed, there has been feedback relating to the timing of the rollout, with customers questioning why no grace period was initially implemented where both apps could be used while bugs were ironed out.
Explaining the issues, David Ross, ScotRail chief operating officer, said the system was overloaded.
He said in a statement: “We launched the new ScotRail app and website booking system today – with thousands of people downloading it first thing this morning and successfully buying tickets to travel with us.
“Unfortunately, we are experiencing some intermittent technical difficulties with the app – with customers having problems while attempting to purchase tickets," he said.
Ross went on to apologise to customers, saying: “We are sorry for the issues customers are experiencing, and I want to reassure them that we are working flat out with our supplier to fix the issue.
“In the meantime, customers who are facing difficulties with the new app can continue to use the previous app to buy tickets, or alternatively use ticket offices or ticket vending machines before they travel.
“I know this has been a frustrating day for some customers and I want to thank them for their patience while our teams work hard to get things up and running.”
