Question reference: S6W-09452
- Asked by: Liam Kerr, MSP for North East Scotland, Scottish Conservative and Unionist Party
- Date lodged: 29 June 2022
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Current status: Answered by Jenny Gilruth on 28 July 2022
Question
To ask the Scottish Government how many complaints from (a) passengers and (b) staff were received by ScotRail services between 1 and 31 May 2022, broken down by the reason for the complaint.
Answer
The number of passenger complaints received by ScotRail, through their official complaints process, is set out in the following table for the period 1 and 31 May 2022. The complaints may involve incidents that occurred before 1 May 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 for 1 April to 30 April 2022 is 1,144. The figure of 2,006 complaints for May 2022 is higher than April 2022 as this May period was when several services were impacted due to driver shortages and the subsequent temporary timetable that was introduced on 23 May 2022. The temporary timetable that was in place until 20 July 2022 aimed to provide the best possible service to as many passengers as possible with the available resources.
ScotRail do not record staff complaints and therefore the information is not available.
Complaint Categories | 1 – 31 May 2022 |
Train Service Performance | 587 |
Policy And Product | 324 |
Timetable | 270 |
Staff | 243 |
1 st Class | 130 |
Capacity | 128 |
Environment | 46 |
Ticket Buying Facilities | 37 |
Promotions | 34 |
Information Provision | 33 |
Customer Provisions | 32 |
Rail Replacement | 32 |
Safety & Security | 26 |
Assisted Travel | 25 |
Station Facilities | 19 |
Cycles | 17 |
Smartcard | 9 |
Double Debit | 8 |
Contact Centre | 6 |
Total | 2,006 |