Remedial Plan notice issued to ScotRail

ScotRail has today been issued a remedial plan notice for failing to meet contractual targets in the National Rail Passenger Survey (NRPS) results.

These targets for the NRPS results were introduced to the current ScotRail franchise to reflect the importance of rail passenger interests.

Having scored 79% in the most recent results, the remedial plan notice relates to the fact it will be extremely difficult for ScotRail to reach its overall 88.5% average target this franchise year.

To do so would require ScotRail to score in the high nineties in the next survey, which is highly unlikely.

Michael Matheson, Cabinet Secretary for Transport, Infrastructure and Connectivity said:

“These latest NRPS results are unsurprising and clearly linked to the recent poor performance. Too often passengers have been left disappointed and this must change swiftly.

“Having already issued one remedial plan notice, it is frustrating that another follows. ScotRail recognises the reasons for this notice and the direct link between train service reliability and customer satisfaction.

"I require quick action to ensure the ongoing record investment in infrastructure, fleets and staff quite rightly translates to better satisfaction levels and a more attractive service.

“Passengers want and deserve a railway which delivers the benefits of more seats and services on a consistently reliable basis.”

This particular Remedial Plan requires ScotRail to set out how it plans to put measures in place to improve passenger satisfaction results to ensure passengers can enjoy the full benefits of the current transformational programme.

ScotRail now has twelve weeks to submit a remedial plan for this matter. This is in addition to the existing remedial plan for performance and cancellations which is due for return by 18 February.

It should be noted that, while ScotRail is not yet meeting contractual targets, the last three periods have shown a slight improvement in overall performance. It is fully expected that both Remedial Plans will build on this to return performance and passenger satisfaction to more acceptable levels.


Published 8 Feb 2019