Rail franchise performance meeting minutes - 23 April 2020


  • Oi Hang Chu (OH) Transport Scotland
  • Julie Watson (JW) Transport Scotland
  • Mark Henderson (MH) Transport Scotland
  • Allan Anderson (AA) Transport Scotland
  • Katie Sutton (KS) Transport Scotland
  • Calum McKeown (CMcK) Transport Scotland
  • Nicola Dawson (ND) ScotRail
  • Sam Price (SP) ScotRail
  • Scott Prentice (SAP) ScotRail



1) Minutes and actions of last meeting – 26 March 2020

TS/SR both content on previous updates. 

PSVR - MH advises that an extension has been put in place until 31/12/20.

2) Actions from last meeting – 26 March 2020

39/19/FM - Carntyne Shelters – CCTV additions. BTP have not mentioned any increase in vandalism or anti-social behaviour.

56/19/FM - Tourism Ambassadors - on hold due to COVID-19.

67/19/FM - Removal of seat reservations - no update. ND confirms that Mark O’Mailley is taking this forward.  ND advises that “social distancing” is continuing and will need to be looked at to see how it would be managed and will form part of service recovery review. - ongoing

69/19/FM Service Planning - SR advise that there are longer term issues if the service is ramped up. This could possibly start in June and the planned ramp up target would be August.

70/19/FM Service planning - OHC notes that TS wasn’t advised until January about timetable changes for May timetable. OHC would like to earlier engagement on timetable changes to allow appropriate discussion

71/19/FM SQUIRE - Paper timetables - SR report that all timetables were delivered to Lanarkshire stations. SR suggests that if stations are in need of any timetables, they should request some from nearby stations.. Passenger charter to be updated electronically not to be printed as SR don’t expect a high customer demand for printed copies post COVID-19.

72/19/FM - ND notes that this would be highlighted in CO reporting pack. Status of all CO’s is closely monitored are reported. AA suggests a meeting for consideration regarding CO for the year ahead.

74/19/FM - Off-peak fares on TVM’s - Nairn - MH noted ongoing work to rectify the identified problem.

3) Review of reporting pack

All attendees agreed that that with a reduced service being provided a renewed focus on running 100% of services was required. ASR acknowledged and stated this was always the focus however it was accepted that during the COVID-19 pandemic it was even more important to run all services for our key workers.

MH noted that complaints year on year are down; however, there were more complaints and refunds at the start of COVID-19. MH also noted that there was a big spike in refunds at the start of COVID-19 which was to be expected.

Period 13 - Section 4 - uncovered turns on trains - excellent performance for the Period with 99.87% of trains being covered in P13.

AA notes that correspondence prior to COVID-19 was manageable and underlying trends were good.

4) Hot Topics

Queen Street - TS staff liaising with ASR on the temporary ticket office plan as a way forward requires to be agreed. SR advise that their view is for staff to remain in Dundas House. COVID-19 restrictions will need to be looked at as well.

5) AOB

Registered Office - SR’s mail was being sent to Renfield Street office but has now temporarily reverted to Atrium Court during COVID-19. OHC advises that a letter will be issued to amend Schedule 19 of the Franchise Agreement.

AA thanked everyone for their contribution at the meeting.

Published Date 4 Jun 2020 Type Mode of transport