Question reference: S6W-10254
- Asked by: Liam Kerr, MSP for North East Scotland, Scottish Conservative and Unionist Party
- Date lodged: 10 August 2022
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Current status: Answered by Jenny Gilruth on 6 September 2022
Question
To ask the Scottish Government, further to the answers to questions S6W-08649, S6W-09452 and S6W-09553 by Jenny Gilruth on 23 June and 28 July 2022, whether it can provide a breakdown of the figures provided in response to each of three questions for the North East region.
Answer
ScotRail does not record passenger complaints data by region, but by rail route. The following below table shows ScotRail’s complaints data for routes which serve the North East region.
Complaint Type | April | May | June |
1st Class | 14 | 21 | 28 |
Assisted Travel | 1 | 0 | 0 |
Capacity | 8 | 17 | 26 |
Contact Centre | 0 | 0 | 1 |
Customer Provisions | 1 | 6 | 0 |
Cycles | 1 | 1 | 1 |
Environment | 6 | 3 | 2 |
Policy And Product | 5 | 2 | 6 |
Staff | 5 | 3 | 3 |
Timetable | 0 | 5 | 2 |
Train Service Performance | 1 | 20 | 19 |
TOTAL | 42 | 78 | 88 |
ScotRail has confirmed that the routes detailed below were included in this data. The member should note that the data reflects complaints which may have occurred at any point on the route:
- Aberdeen-Edinburgh
- Aberdeen-Glasgow
- Aberdeen-Inverness
- Dundee-Glasgow
- Edinburgh-Arbroath