Transport chiefs say they will be keeping a close eye on ScotRail who face being stripped of the rail franchise if they don’t improve customer satisfaction.
The rail service provider has been under scrutiny locally due to almost a year of frequent cancellation and late services across Dumbarton, Alexandria and Balloch as well as overcrowding on trains.
And now the most recent figures show they will fail to hit their customer satisfaction target for the second year running.
The operator was hit with a remedial plan notice by Transport Scotland with the Transport Secretary Michael Matheson saying robust measures are in place to resolve the issues.
He added: “I expect to see prompt improvements. I have also been clear that franchising in its current format doesn’t work. That is why the UK-wide Williams review must deliver a system of greater reliability for users, including full devolution of rail powers to Scotland. Customers, businesses and stakeholders deserve this much.”
Dumbarton MSP Jackie Baillie says its not surprise that ScotRail, run by Abellio, is set to fall short of its targets after more than a year of misery on the rails locally and called on ScotRail to be stripped of the contract.
She added: “It is clear that Scotrail are just not up to the task. Despite two improvement plans and a remedial plan to improve punctuality, Scotrail’s performance is still falling.
“Passengers are rightly becoming frustrated with the poor service they are experiencing. My own constituents have suffered almost a year of bad service. I have had hundreds of messages about trains being cancelled and delayed, or short-formed and overcrowded. My constituents have missed work, college, university and even medical appointments due to the unreliable service.
“Customer’s deserve better than this shambolic service and it’s time for this SNP government to end the franchise, and put passengers first.”
A Transport Scotland spokesman confirmed that close attention will be given to the operator’s performance while the remedial agreement is in place.
He said: “We have taken the contractual steps necessary to enter into a remedial agreement with ScotRail to ensure they remain focussed on restoring satisfaction to the levels expected by passengers and the Scottish Government.”
And a ScotRail spokesperson confirmed the provider still has work to do adding: “Our £4million remedial plan investment will help to deliver the service our customers expect and deserve. We know we still have much to do to regain the trust of our customers, but the unprecedented investment we are making is already paying off, delivering more seats, more services and faster journeys across the country.”
Earlier this month, ScotRail launched its WhatsApp service allowing passengers from across West Dunbartonshire and Helensburgh to contact them directly.
As part of the bid to improve customer satisfaction, the franchise launched the new social network interaction to give customers the opportunity to communicate directly with the company through the world’s most used, multi-platform messaging service.
Customers are able to connect to the WhatsApp channel by visiting the website or messaging direct on 07555 012345.
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