I had booked assistance for the 09:32 service from Dunblane to Edinburgh so that I could visit the Scottish parliament.
On arrival at the station the ticket office was closed so I waited on the platform for the train to arrive.
Once it had arrived I waited by the assistance meeting point sign for the senior conductor to arrive.
This didn’t happen so I headed down to one of the accessible doors of the train and eventually the conductor stepped off the train and noticed I was waiting on the platform for assistance.
When he (the conductor) arrived at the door he wasn’t very happy that I hadn’t gone to the back of the train and found him.
He also made reference about the passenger assistance app and the fact it wasn’t checked.
My message to ScotRail is this, today I was failed by you which is completely unacceptable and should not be allowed to happen in 2026.
Please retrain your staff in how to deliver decent and consistent passenger assistance, as this morning wasn’t a decent experience.
The passenger assistance app is there to support our community when travelling around the railways across the United Kingdom.
Staff should be accessing it either at railway stations or onboard trains so that I am able to travel around the railways with ease.
To find out that some staff are dismissing its value across the industry is really disappointing and something which needs to change as soon as possible in my opinion.
I’ve had enough of the way the service is delivered across the United Kingdom.
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Cam
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