ScotRail apologises for 'shambolic' new ticketing app launch which left hundreds unable to buy tickets
The new app has been branded a ‘shambles’ and a ‘nonsense’ by frustrated passengers.
ScotRail has been forced to apologise for the chaotic launch of its new booking app.
The SNP government-owned operator replaced its existing booking app with an updated ticketing platform on Thursday morning, which ScotRail promised would make the experience “simpler, faster and more reliable”.
However the new app has been branded a “shambles” and a “nonsense” after hundreds of passengers were left unable to book train tickets, leading to a flood of complaints on ScotRail’s social media channels.
ScotRail issued a statement which said: “We’re sorry for the delay to anyone switching their ScotRail app today.
“We are working with our technical teams to clear this as quickly as possible and we apologise for the inconvenience.”
ScotRail said passengers should use the old phone app until the problem is resolved at lunchtime, but many app users say they are now unable to access the old app. The deadline for switching over from the old app to the new app has also been extended due to the teething problems.
One complainer said: “Unable to install the new version because Google Play notifies that the new version is already installed. Can’t understand why ScotRail did not do a control rollout to a selected area to resolve usage problems.”
Other complaints include not being able to link railcards to accounts, having nowhere to add card details leaving them unable to buy tickets, and stations not being listed on the station list. Some complaints on social media suggest stations that were not in the central belt were completely missed off the app altogether.
Some passengers also said they were unable to install the new app because Google Play thinks the old app on their device is the same app. Others complained that launching an app with so many glitches during the Glasgow 2026 Commonwealth Games was a bad idea.
Others said there were significant delays in using the app as it required a password reset and had to wait up to 90 minutes for password reset emails to arrive.
David Ross, ScotRail’s chief operating officer, later posted on social media: “We launched the new ScotRail app and website booking system today - with thousands of people downloading it first thing this morning and successfully buying tickets to travel with us.
“Unfortunately, we are experiencing some intermittent technical difficulties with the app - with customers having problems while attempting to purchase tickets.
“We are sorry for the issues customers are experiencing, and I want to reassure them that we are working flat out with our supplier to fix the issue.
“In the meantime, customers who are facing difficulties with the new app can continue to use the previous app to buy tickets, or alternatively use ticket offices or ticket vending machines before they travel.
“I know this has been a frustrating day for some customers and I want to thank them for their patience while our teams work hard to get things up and running.”
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