Skip to main content

Language: English / GĂ idhlig

Loading…

Chamber and committees

Question ref. S6W-08649
Asked by: Liam Kerr, North East Scotland, Scottish Conservative and Unionist Party
Date lodged: 24 May 2022

Question

To ask the Scottish Government how many complaints from (a) passengers and (b) staff were received by ScotRail services between 1 and 30 April 2022, broken down by the reason for the complaint.

Current status: Answered by Jenny Gilruth on 23 June 2022


Answer

The number of passenger complaints received by ScotRail, through their official complaints process, is set out on the following table for the period 1 and 30 April 2022. The complaints may involve accidents that occurred before 1 April 2022.

The average recorded number of complaints per period for previous years is as follows:-

2019-2020 - 1,664 complaints

2018-2019 - 2,064 complaints

The figure of 1,144 complaints for April 2022 is lower than the above period averages.

ScotRail do not record staff complaints and therefore the information is not available.

Complaint Categories

Period 1 2022-23

Staff

272

Policy And Product

206

Train Service Performance

152

1st Class

85

Promotions

77

Capacity

62

Environment

57

Ticket Buying Facilities

44

Safety & Security

36

Station Facilities

29

Information Provision

28

Timetable

25

Customer Provisions

17

Assisted Travel

15

Cycles

13

Rail Replacement

11

Smartcard

10

Contact Centre

3

Double Debit

2

Total

1,144