Rail service improvements and disruptions

09.05.12

Joint apology from ScotRail and Network Rail for poor performance

ScotRail and Network Rail have issued an “unprecedented” joint apology for poor services over the past year.

In the open letter, published on the ScotRail website, Steve Montgomery, ScotRail’s managing director, and David Simpson, Network Rail’s route managing director for Scotland blame a number of things for the poor performance between Glasgow and Ayrshire, Renfrewshire and Inverclyde over the past 12 months, including bad weather, vandalism, and the impact of engineering works relating to the Paisley-Glasgow corridor upgrade.

The apology letter, which ScotRail itself called “unprecedented”, is an example of Network Rail’s new route managing directors working more closely with the operators in their region.

The letter to passengers is reproduced below:

We are sorry that performance between Glasgow and Ayrshire, Renfrewshire and Inverclyde over the past 12 months has been below the level you expect from us.

Punctuality and reliability levels have now returned to target, but we remain committed to bringing about further improvement.

The disruption has had a number of causes, including severe weather, vandalism, and the impact of major engineering works in connection with the £170m improvements along the lines between Paisley and Glasgow.

These vital works by Network Rail are now complete, and increasing capacity, flexibility and reliability on one of the busiest passenger and freight routes in Scotland.

However, we fully understand the inconvenience caused whilst the works took place and appreciate your patience during disruption.

Our priority has been to return our services back to the levels you deserve, and we have worked closely to achieve this, with much better performance in recent months.

A new fleet of modern, comfortable electric trains is now serving the Ayrshire, Inverclyde and Renfrewshire routes, bringing real benefits for travellers.

And Network Rail is investing in improvements to track and signal reliability, tackling vandalism, and increasing the resilience to severe weather. All this will result in a much more reliable service to you.

We will also announce new services from the December 2012 timetable in due course.

It is also important that we keep you informed when disruption does occur. We have invested in initiatives such as website upgrades, Twitter, smartphone apps – as well as smartphones for on-train staff to provide you with ‘real time’ travel information.

Thank you for your patience. We are committed to giving more people than ever before the opportunity to travel by rail.

Tell us what you think – have your say below, or email us directly at opinion@railtechnologymagazine.com

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