Train route between Bridge of Allan and Edinburgh
operated by ScotRail

Initial problem

I get the 07:33 from Edinburgh to Bridge of Allan each morning.

The train is usually at platform 12 well ahead of departure time, which should allow plenty of time for boarding.

On Tuesday Morning (19th Sept). Only on train door was open (at rear of train). The door opening buttons on all other doors were disabled. After walking the length of the train most passengers returned to the rear of the train, boarded and then walked the length of the train inside to find a seat. Those with bikes or heavy luggage who needed to use other doors were left on the platform. After waiting some time, I found the guard was sitting in the compartment at the rear of the train and was unaware that the doors were all locked and that passengers were unable to board.

On Wednesday (20th Sept). The train was completely locked up until a few minutes before departure. This meant that queues built up on the platform instead of passengers being able to board at leisure. One door in the middle of the train was not unlocked and passengers with bikes and heavy luggage who needed access through this door were left on the platform until immediately before the train departed (when staff unlocked it separately).

If the train is at the platform, and passengers have arrived, there should be nothing stopping them from boarding and from using all doors.

When only one door serves the larger luggage racks and bike storage area, it is important that your staff ensure this door is unlocked.

Posted
  • By Bruce McAdam on 20 Sep 2012
  • Sent to ScotRail on 20 Sep 2012
Updates
Update
  • 1 Paul Hollinghurst added an update close 18:54 09 Oct 2012

    Bruce,

    Out of interest, did you get an acknowledgement followed by a reply from Scotrail about this?

    Best regards,

    Paul (FixMyTransport Volunteer)

    anorak
    admin
  • 2 Bruce McAdam added an update and marked the problem as fixed. close 08:45 10 Oct 2012

    [Reply received from ScotRail 28th Sept]

    ScotRail
    Customer Relations
    PO Box 7030
    Fort William
    PH33 6WX

    Tel: 08456 015 929
    Fax: 01397 708 239

    Our Ref: SR/6730018

    Dear Customer

    Thank you for your email of 20 September 2012 regarding your journeys from Edinburgh to Bridge of Allan on 19 and 20 September. I am sorry that you have had cause to complain.

    I was very concerned to learn that on both these occasions the doors on the 07:33 service were locked and passengers' were unable to board the train.

    I must advise you that at ScotRail we do appreciate all feedback that we receive from our customers' and this is taken very seriously. Therefore please be assured that I have forwarded your comments to the relevant conductor team manager.

    I notice that we have not responded to your comments within 7 working days. I apologise for this delay and am happy to inform you that you are entitled to a Rail Travel Voucher for £5.00, in accordance with the conditions set out in our Passengers' Charter. The voucher can be redeemed for tickets with any UK domestic Train Operating Company within the next 12 months. In order for us to send this to you, we will require that you reply to this email with your postal address and quoting the reference number above.

    Thank you again for taking the time to contact ScotRail and bringing this matter to my attention.

    Should you need to reply to this email, please respond to scotrailcustomer.relations@firstgroup.com.

    Yours sincerely

    Steve Colville
    Customer Relations Advisor

    First ScotRail Limited. Registered in Scotland No SC185018. Registered Office: 395 King Street, Aberdeen AB24 5RP

    First ScotRail Limited. Registered in Scotland No. SC185018. Registered office: 395 King Street, Aberdeen, AB24 5RP.

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  • 3 Bruce McAdam added an update close 10:06 11 Oct 2012

    And it happened again this morning.

    07:33 Edinburgh to Dunblane. Rear door of train open, guard and some passengers on board, but all other doors locked so no access to luggage racks, cycle storage or wheelchair spaces. Another passenger had to ask the guard to unlock the doors.

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