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Labour attacks performance

ScotRail satisfaction dips amid work disruption

Hitachi trains
ScotRail is run by the Dutch firm Abellio

Passenger satisfaction with ScotRail has fallen amidst ongoing disruptions to services caused by the improvement works on the network.

The latest figures show 83% satisfied against 87 % last spring and 90% in autumn 2015, watchdog Transport Focus said.

Scottish Labour transport spokesman Neil Bibby said it showed passengers were “fed up” with delayed. overcrowded and cancelled trains.

ScotRail said the figures showed that customer satisfaction has remained above the national average, despite Scotland’s railway undergoing an unprecedented period of change. The equivalent figure for the UK as a whole was 81%.

Outgoing ScotRail Alliance managing director Phil Verster said: “Everyone who works on Scotland’s railway will be disappointed by these results –we always want our customer satisfaction to be going up.

“However, they come on the back of a difficult year for our customers. Operating a busy and complicated network is challenging at the best of times – and we are doing so during one of the largest investments in modernisation since Scotland’s railway was built in Victorian times.

“There is no alternative, though, to doing the work.

“The decision to invest in the railway’s future has been put off too many times and it is in the best long term interests of passengers that we get on and do it.

“It is then our job to do whatever we can to keep people moving during this work and to better communicate when things go wrong and explain why they go wrong. “

Mr Bibby said: “Today’s survey confirms that Scotland’s commuters think ScotRail’s performance has gone downhill since the SNP handed the contract to Abellio. Passengers are fed up with delayed, overcrowded and cancelled trains. ScotRail’s performance simply isn’t good enough.

“Last week it was revealed that ScotRail doesn’t even know how to pay for the SNP’s fare plan, which looks like it was drawn up on the back of a fag packet. Labour’s fare freeze policy would benefit every ScotRail passenger – the SNP’s policy won’t.

“ScotRail will soon be under new management, but ultimately it is down to SNP Transport minister Humza Yousaf to fix the mess the SNP has made of Scotland’s rail network. The clock is ticking.”

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