Written Question · S5W-16991 · Session 5
How many passenger complaints ScotRail has received in each year since 2008.
The question
To ask the Scottish Government how many passenger complaints ScotRail has received in each year since 2008.
The answer
The Scottish Government does not have the specific information asked for because it does not hold details of how many complaints ScotRail have received each year since 2008, which pre-dates the current ScotRail franchise which commenced on 1 April 2015.
However, Abellio ScotRail have reported total customer complaints of 28,956 for the 12 months ending 31 March 2018. This compares 26,996 total customer complaints reported for the 12 months ending 31 March 2017. There is no total figure available for the 12 months ending 31 March 2016 as customer services were initially delivered by Serco prior to transferring to Abellio shared services.
The latest ORR complaints rate by Train Operating Company (TOC) graph for 2016-17 shows that, of 22 TOCs measured, ScotRail were ranked the sixth best in terms of complaints per 100,000 journeys. Full details are available at:
http://orr.gov.uk/_data/assets/pdf_file/0006/24927/passenger-rail-service-complaints-2016-17-q4-pdf
However, Abellio ScotRail have reported total customer complaints of 28,956 for the 12 months ending 31 March 2018. This compares 26,996 total customer complaints reported for the 12 months ending 31 March 2017. There is no total figure available for the 12 months ending 31 March 2016 as customer services were initially delivered by Serco prior to transferring to Abellio shared services.
The latest ORR complaints rate by Train Operating Company (TOC) graph for 2016-17 shows that, of 22 TOCs measured, ScotRail were ranked the sixth best in terms of complaints per 100,000 journeys. Full details are available at:
http://orr.gov.uk/_data/assets/pdf_file/0006/24927/passenger-rail-service-complaints-2016-17-q4-pdf
In the Official Report
No contribution in the Official Report cites S5W-16991 by reference.