Question reference: S6W-10221
- Asked by: Liam Kerr, MSP for North East Scotland, Scottish Conservative and Unionist Party
- Date lodged: 8 August 2022
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Current status: Answered by Jenny Gilruth on 5 September 2022
Question
To ask the Scottish Government how many complaints were received by ScotRail from (a) passengers and (b) staff between 1 and 31 July 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 on the following table for the period 1 July to 31 July 2022. The complaints may involve incidents that occurred before 1 July 2022.
The figure for 1 July to 31 July 2022 is 1192. This complaints figure is likely to reflect the point in time when several services were impacted due to driver shortages and the subsequent reduction in services as a result of the temporary timetable in place from 23 May to 20 July 2022. In this period there was also a GB-wide strike by Network Rail staff on 27 July which significantly impacted services in Scotland, with ScotRail only able to run a very limited service as a result.
The temporary timetable that was in place until 20 July 2022 aimed to provide the best available service to as many passengers as possible.
Complaints from staff are not included in figures due to these being customer relation figures. However, ScotRail do have a system in place to record staff grievances within their HR team.
Complaint Categories | 01-31 Jul 2022 |
Policy And Product | 260 |
Staff | 224 |
Train Service Performance | 136 |
Capacity | 110 |
Timetable | 107 |
Environment | 102 |
1st Class | 62 |
Assisted Travel | 25 |
Customer Provisions | 25 |
Ticket Buying Facilities | 22 |
Safety & Security | 20 |
Information Provision | 18 |
Contact Centre | 18 |
Smartcard | 15 |
Promotions | 13 |
Station Facilities | 13 |
Cycles | 9 |
Rail Replacement | 8 |
Double Debit | 5 |
Total | 1192 |