ScotRail today revealed details of its £2m plans to better prepare for a severe winter.

The expenditure is on new equipment and initiatives to keep more trains running, improve the flow of ‘live’ travel information, and enhance station access this winter.

The investment is in direct response to customer feedback and lessons learned in the aftermath of last winter, the worst in 100 years.

The train operator also launched today the first of 38 roadshows across Scotland to raise awareness of winter preparedness and to encourage people to take advantage of key sources of information when planning journeys.

The £2million spend includes:

• A UK first – ‘power shower’ systems, regarded as best practice in

  Finland, introduced at all maintenance depots to remove snow and ice

  from the undersides of trains more quickly

• A new design of ‘polytunnels,’ each 75 metres long, also to de-ice

  trains faster in a controlled, warm environment

• Significant improvements to the way people can obtain live travel

  information before their journeys – and at stations, on platforms,

  and on trains.

The roadshows – running until 25 November – will encourage people to sign up for travel alerts and also highlight 10 options for customers to stay informed.

They are being held in Aberdeen, Ayr, Bathgate, Dundee, Edinburgh, Glasgow, Helensburgh, Inverkeithing, Inverness, Motherwell, Paisley, Perth, and Stirling.

The focus on improving live travel information now includes more than 800 ScotRail staff on trains being given smartphones with ‘real time’ data. Staff at ticket offices will also have more information to keep customers updated on services.

Other improvements include a ‘traffic lights’ system on the ScotRail website www.scotrail.co.uk to see at a glance which routes are running normally.

Customers can register to receive free text alerts and at times of disruption ScotRail’s Twitter service will stay open later to help.

Wherever possible, any decision to switch to temporary timetables will be announced in advance of forecasts of severe weather.

These reduced timetables are designed to provide a more robust service, allowing customers to plan their journeys with more confidence.

ScotRail stressed that prolonged sub-zero temperatures and snow will affect train services but that the actions taken will reduce the impact on customers this winter – and help get back to normal running as quickly as possible.

Steve Montgomery, ScotRail’s managing director, said: “Our investment and actions demonstrate a real commitment to our customers and the lessons of last winter. It’s all about keeping customers informed and minimising disruption.”

Transport Minister Keith Brown said: “Thinking ahead and being prepared for winter at home, on transport networks and within local communities is something everyone can do easily.

“That is why we welcome ScotRail’s efforts to place customer information and investment in service resilience at the forefront of their efforts.

“By keeping trains moving and providing better information, the rail industry can minimise disruption while getting people on the move as quickly as possible when it does occur.”

Jacqueline Taggart, ScotRail’s Director of Customer Services, said: “There is no doubt that services will be disrupted if there is a repeat of the extreme conditions experienced last year. However, we will do all we can to keep people informed and to take care of them.”

Network Rail is supporting the roadshows. David Simpson, route managing director, Network Rail Scotland, said: “We are working closely with ScotRail to keep Scotland moving better this winter.”

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£2 million spend on winter preparations

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SIX more posters by primary school pupils are to be sited on the footbridge
at Larbert Station.

The new posters, which will be on display in a matter of weeks, continue
the theme of “celebrating rail travel.”

They were designed by Ladeside Primary pupils Calli Wilson, Robbie
Fotheringham and Amy Hoggan, all aged 10  -and by Kinnaird Primary pupils
Jodie Owens, Jennifer Clark, both 10, and 11-years-old Sandy Steele.

The posters are the latest initiative by Vale of Carron Rotary Club as a
supporter of ScotRail’s Adopt a Station scheme which aims to put stations
at the heart of communities.

Pamela Adamson, head teacher of Kinnaird Primary School, said: “The
children really enjoyed this project.

“The railway line is a very prominent feature of our local environment and
it was good to be able to include this as a feature within this art
project.”

George Allan, ScotRail stations manager, said: “The footbridge is already a
brighter place thanks to the six posters installed last year. We are
delighted that the budding artists from the area are able to provide us
with a further set.”

Last year’s posters were designed by pupils from Larbert Village School and
Stenhousemuir Primary.

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Posters by primary school pupils brighten Larbert Station

Passengers continue to hold ScotRail’s trains and stations in high esteem with 86% satisfied with their overall journey.

Almost 31,000 passengers have responded to the independent passenger watchdog’s National Passenger Survey (NPS), which rates Great Britain’s (GB) rail companies, train and station facilities.

Passenger Focus’s survey found ScotRail’s overall satisfaction score beat the GB rating of 84%. ScotRail received better marks for passengers’ top priorities, including value for money (57% compared with the GB score of 49%), punctuality (86% compared with 82%) and getting a seat (72% versus 68%).

However, when looking at the passenger experience by route, passengers travelling in Scotland’s suburbs on urban journeys are much more satisfied (91%) than those travelling on ScotRail rural services (74%) and those on Strathclyde routes (85%).

For the first time, Passenger Focus has published route-based results in the NPS, which reveals that passengers travelling on Virgin Train’s London – Scotland route are much less satisfied with their journey (84%) compared with those travelling on Birmingham – Scotland journeys (94%).

Robert Samson, Passenger Focus manager in Scotland, said: “The overall scores for train companies reveal some big differences on the various routes they operate. Breaking the National Passenger Survey results down by routes marks a huge step forward in accountability and transparency. Taking a closer look at the results in this way means that government and industry can respond strategically to passenger issues. For example, clearly there is a bigger problem with overcrowding on longer-distance journeys between cities with only 71% satisfied with space to sit or stand compared with 86% satisfied with this aspect on journeys within cities.”

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Rumor: Facebook developing VoIP calls à la Skype

East Coast is working hard to keep Britain on the move as the big freeze enters its second week.

The train operator is carrying a third more passengers than at the same time last year and will continue to run a special timetable between Edinburgh and London today and across the weekend, as staff work hard day and night to keep trains on the move.

East Coast is also thanking passengers for their patience as journey times are extended due to ice and snow on the tracks as temperatures have plummeted well below 0C, especially in northern England and Scotland.

Latest statistics released today showed the extent to which airline passengers between Scotland and London have switched to the train during the bad weather. Between 28 November and 2 December, East Coast carried 34 per cent more passengers from Scotland to London than in the same five days last year.

East Coast Operations Director Danny Williams said: “We’re working hard to ensure we keep our trains running to provide an alternative to flying or driving, and to keep Britain moving.

“We have been able to operate around two thirds of our usual number of trains on an amended timetable this week.

“We understand the impact delays and a reduced number of services have had on our customers, and would like to thank them for their patience during this challenging time. Our staff will continue to work hard to make customers as comfortable as possible and to ensure they get to their destinations today and over the weekend.”

East Coast’s amended timetable provides a broadly hourly service between Edinburgh or Leeds and London, supported by further services between Newcastle and London. East Coast expects to continue to use this timetable over the weekend.

East Coast has been operating trains at a maximum speed of 80 miles per hour (mph) during most of this week, in place of the usual 125 mph between Edinburgh and London, due to the volume of snow and ice on and around the railway.

Passengers travelling to or from Glasgow can connect at Edinburgh with Scotrail’s half hourly service between Edinburgh Waverley and Glasgow Queen Street. Other train services to the west and north of Edinburgh are currently subject to delay or cancellation.

Temperatures in Scotland last night fell to the lowest in the UK at just below -20 C and are forecast to fall even lower tonight.

Latest updated train running information is available on the East Coast website, www.eastcoast.co.uk. In addition, a dedicated snow hotline number has been set up to give updated information around the clock on all train operators’ services during the wintry weather. The number is: 0845 301 7641. Select option five for the latest information on East Coast services.

Between Edinburgh and London, East Coast carried 19,734 passengers between 28 November and 02 December, 2010, compared with 14,876 across the same five days last year – an increase of 4,858. Many of these extra passengers were people who switched from ‘plane to train.

Examples of how East Coast staff are going the extra mile to help passengers include:

• Extra staff volunteering to help customers at station information points including at London King’s Cross, York and Newcastle stations;
• Staff at several stations including York and Darlington digging passengers’ cars out of the snow at car parks;
• Managers and staff volunteers clearing snow and gritting platforms, footpaths, and approach roads between helping customers to safely board or alight from trains;
• Extra staff on platforms to give passengers the latest information on train running.

Many of East Coast’s train drivers, guards, station staff and on-train crews are working beyond their normal hours to ensure trains can keep running throughout the route between London King’s Cross and Edinburgh Waverley.

East Coast has also:

• Deployed extra staff at its stations to help passengers and ensure they received updated information on train services;
• Bolstered its engineering teams at its key depots in London and Edinburgh to make sure trains can keep moving in record-breaking low temperatures plunging below -20C;
• Strengthened its team at its York control centre, which is working alongside track and signals provider Network Rail to co-ordinate trains and crews along almost 400 miles of railway between the Edinburgh and London
• Brought in Driver Managers to assist train crews in looking after passengers throughout their journey.

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EAST COAST KEEPS BRITAIN MOVING AS BIG FREEZE ENTERS SECOND WEEK

Train operator East Coast is continuing to run train services linking England and Scotland’s capital cities as roads and airports continue to be badly hit by snow and ice.

The company has introduced a special timetable between Edinburgh and London, while its staff are working hard day and night to keep trains on the move.

Latest statistics show the extent to which airline passengers between Scotland and London have switched to the train during the bad weather. Between 28 November and 1 December, East Coast carried 41 per cent more passengers from Scotland to London than in the same four days last year.

Since the worst of the wintry weather arrived last weekend, East Coast has:

• Deployed extra staff at its stations to help passengers and give updated information on train services;
• Introduced a special timetable within hours of the worst of the wintry weather last Sunday night;
• Bolstered engineering teams at its depots in Edinburgh and London to make sure trains are kept moving in temperatures as low as -20 degrees C;
• Strengthened the team at its control centre in York to co-ordinate trains and crews along almost 400 miles of route between the two capitals;
• Brought in driver managers to assist crews on trains, to make sure passengers are looked after and trains keep going through the icy weather.

East Coast Operations Director Danny Williams said: “It’s a case of all hands to the pump here this week to ensure we keep trains going between Edinburgh and London, to provide an alternative while flights have been grounded.

“Our staff are doing a terrific job in very difficult conditions and many of our customers have told us how much they appreciate our people are going the extra mile.”

With the wintry weather forecast to continue for at least the next few days, the special timetable currently operating between Edinburgh, Newcastle, Leeds and London will continue until Sunday at the earliest.

The timetable provides a broadly hourly service between Edinburgh or Leeds and London, supported by further services between Newcastle and London.

Passengers travelling beyond Edinburgh to or from Glasgow, Dundee, Aberdeen or Inverness tonight (Thursday) or tomorrow (Friday) should change at Edinburgh to connecting trains run by Scotrail.

Temperatures in Scotland last night fell to around -15 degrees C and are forecast to fall even lower tonight.

Currently East Coast is operating at a maximum 80 miles per hour in place of the usual 125 mph between Edinburgh and London due to the volume of snow and ice on and around the railway.

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EAST COAST TRAINS KEEP BRITAIN MOVING

The group – which plants and maintains floral displays at North Berwick Station – has been named as a finalist in the Community Rail Awards’ categories, Best Station Garden or Floral Display and Local Station Environment.

Its work is carried out under the umbrella of ScotRail’s Adopt a Station scheme which aims to put stations at the heart of their communities.

John Yellowlees, external relations manager for ScotRail, which is operated by First, said: “We are thrilled at this further recognition of our Adopt a Station scheme.

“Over the years North Berwick in Bloom’s commitment to the station has gone from strength to strength. Its initiatives range from planters to a model train – and a canoe decorated with flowers.”

Sheila Sinclair, of North Berwick in Bloom, said: “We are delighted to be shortlisted for yet another award.

“Our long-standing partnership with ScotRail helped us to win the title of Scotland’s Most Beautiful Town in last year’s Beautiful Scotland contest.”

Winners of the sixth annual Community Rail Awards will be announced at a ceremony in Westcliff-on-Sea Essex on 24 September.

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NORTH BERWICK IN BLOOM IS FINALIST IN PRESTIGIOUS AWARDS

ScotRail was named Rail Operator of the Year at the prestigious National Transport Awards last night – for the second year in a row.

The UK accolade follows ScotRail achieving record highs in punctuality and reliability – and customer satisfaction – over the past year.

The judges also recognised significant increases in train services and continued passenger growth in Scotland despite the impact of a subdued economic climate on the UK’s rail industry.

The switch to trains saw passenger journeys rise by 3.2%, while the independent Autumn 2009 National Passenger Survey found ScotRail has maintained a high level of public confidence in its services with nine out of 10 customers satisfied with ScotRail

The judges, led by Professor David Begg, the Transport Times publisher, said ScotRail had once again demonstrated it was the best rail operator in the UK and that it continued to go from strength to strength.

Steve Montgomery, ScotRail’s managing director, said of the award: “It is a tribute to the hard work and commitment of all our staff to deliver the best rail service we possibly can for Scotland.”

He added: “I am delighted with the award for the second year in a row. It is testament to all in the ScotRail team in delivering customer growth, improved performance and significant investment in trains and at stations.

“Further improved performance remains a core objective and we will continue to work with industry partners to exceed expectations under a strategy focused on the customer and a duty to perform at the highest standards.”

Hosted by radio and television presenter Grant Stott, the awards drew over 500 transport professionals to the awards ceremony at The Palace hotel, Manchester.

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SCOTRAIL NAMED UK RAIL OPERATOR OF THE YEAR

Plans to roll out SmartCard rail tickets across Scotland have taken another step forward.

ScotRail is extending its current customer trial to include monthly season ticket holders who travel between Glasgow Queen Street, Croy, Falkirk High, Polmont, Linlithgow, Haymarket and Edinburgh Waverley stations.  The objective is to get 500 customers participating in the trial.

Weekly season ticket holders on the same line have been able to apply for SmartCards since 12 May.

There is no charge for the SmartCard and the cost of travel is exactly the same as paper-based tickets.

Alasdair McNicoll, projects director at ScotRail said: “The SmartCards, ticket gates and platform equipment are working well, and customers who are already using SmartCards say they like the convenience and find them easy to renew.

“We believe the time is right to widen the trial, particularly as we have received interest from monthly season ticket holders during the initial trial period.”

Anyone interested in participating in the customer trial can:
- telephone 0845 675 0892
- email name and address details to scotrail.smartcard@firstgroup.com
- Text SMART followed by name and address details to 60777
- pick up a leaflet at booking offices of participating stations.

ScotRail will be contacting customers after four weeks’ usage to obtain feedback and any suggestions for improvement.

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Extension of ScotRail SmartCard trial to monthly season ticket holders

The overall rating of 90% in the National Passenger Survey is up one percentage point year-on-year – and seven points higher than the national average among UK train operators.

Satisfaction with punctuality and reliability is at 88% – up two points year-on-year. This score is also six points higher than the UK average.

Conducted by Passenger Focus, the spring 2010 survey found that ScotRail outperformed national trends in 29 of the 32 categories – including personal security at stations and on trains and the attitude and helpfulness of staff.

The independent watchdog’s survey found that ScotRail improved its results in 12 factors year-on-year.

Satisfaction with value for money was up six points to 61% – now 13 points higher than the average across all train operators.

And satisfaction over how well delays are handled saw a five point rise.

Steve Montgomery, ScotRail’s managing director, welcomed the delay handling rating.  He said: “We have worked very hard to improve the way we communicate with customers during disruption and this result reveals that they are appreciating our efforts.”

He also noted that customer satisfaction with punctuality and reliability was 88%, two points up year-on-year and six points higher than the national average.

The survey was conducted in January-March which not only included heavy snowfalls but followed the worst winter weather in decades.

Commenting on the 90% overall satisfaction score, Mr Montgomery said: “It shows we have maintained a high level of public confidence in our services, especially during unprecedented arctic conditions when alternative road options were extremely daunting.

“Results overall held up well, considering the challenges we faced. They are a
tribute to the hard work of our staff and a result of listening to our customers to meet their needs and expectations.”

Mr Montgomery stressed ScotRail will continue to work with Passenger Focus to further improve services.

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Nine out of 10 ScotRail customers are satisfied with their train services

The January 2010 fare freeze and punctual trains have led to an improved report card for Scotland’s railway. The largest survey of Britain’s rail passengers has revealed three out of five (61%) ScotRail passengers are satisfied with value for money, following January fares not increasing due to the low inflation figures in mid-2009.

Passenger Focus’s National Passenger Survey (NPS) found nine out of 10 (90%) ScotRail passengers were satisfied overall with their last train journey. Train companies running cross-border services also received good overall passenger satisfaction scores – Virgin Trains 90%, East Coast 88%, First TransPennine Express 87% and CrossCountry 85%.

Robert Samson, Passenger Focus Scotland manager, said: “Trains are becoming more punctual and passengers’ perception with value for money is improving. On top of this, ongoing investment in the railway has led to more frequent, punctual services, new trains and car-parking facilities – all of which means happier passengers.

Passenger Focus will be using the NPS results, in which over 56,000 passengers take part each year, to work with industry in the review and planning of improvements to their services. This research builds into a powerful picture of how services vary around Britain. Armed with this research Passenger Focus, working with the train companies and Network Rail, plan how to boost satisfaction and help governments and others target resources.

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2010 FARE FREEZE AND PUNCTUAL TRAINS BOOSTS POPULARITY OF SCOTLAND’S RAIL