How many complaints from (a) passengers and (b) staff were received by ScotRail services between 1 and 30 April 2022, broken down by the re…

Answered Asked by Liam Kerr Con Lodged 17 May 2022

The question

To ask the Scottish Government how many complaints from (a) passengers and (b) staff were received by ScotRail services between 1 and 30 April 2022, broken down by the reason for the complaint.

The answer

Answered by Jenny Gilruth on 23 Jun 2022 · 37 days after it was lodged, 13 days after it was due

The number of passenger complaints received by ScotRail, through their official complaints process, is set out on the following table for the period 1 and 30 April 2022. The complaints may involve accidents that occurred before 1 April 2022.
The average recorded number of complaints per period for previous years is as follows:-
2019-2020
- 1,664 complaints
2018-2019
- 2,064 complaints
The figure of 1,144 complaints for April 2022 is lower than the above period averages.
ScotRail do not record staff complaints and therefore the information is not available.
Complaint Categories
Period 1 2022-23
Staff
272
Policy And Product
206
Train Service Performance
152
1st Class
85
Promotions
77
Capacity
62
Environment
57
Ticket Buying Facilities
44
Safety & Security
36
Station Facilities
29
Information Provision
28
Timetable
25
Customer Provisions
17
Assisted Travel
15
Cycles
13
Rail Replacement
11
Smartcard
10
Contact Centre
3
Double Debit
2
Total
1,144

In the Official Report

No contribution in the Official Report cites S6W-08649 by reference.