Exclusive:ScotRail's disastrous new app launch 'damaging its reputation' - First Minister John Swinney
Frustrated First Minister demands rapid fix to what should have been a “straightforward affair”.
ScotRail's chaotic launch of its fault-plagued new app has damaged the Scottish government-owned train operator's reputation, John Swinney has said.
The First Minister is “pretty frustrated” with the multiple problems faced by passengers using the program, which he regards as “really not acceptable”, The Scotsman has learned.
Other MSPs described the launch as “diabolical” and a “fiasco”, while hundreds of passengers have complained to ScotRail.
The firm, which carries 8.5 million passengers a month, proclaimed: “When you download the ScotRail app, you're putting everything you need for a seamless journey right at your fingertips.”
However, many people were unable to book tickets when the new app replaced an older version on July 30, with ScotRail admitting on Friday it had still not fixed all the other faults.
These include searches for return tickets defaulting to two singles, which can be more expensive, users having to repeatedly log in, and receipts for journeys not being accessible.
Dozens of people were also still unable to activate Flexipass tickets this week, which ScotRail said was “under investigation”.
Mr Swinney is understood to have said: “Updating an app should be a straightforward affair.
“No doubt, it has caused damage to ScotRail’s reputation. It needs to be resolved quickly.”
Transport Secretary Stephen Flynn is understood to share Mr Swinney’s frustrations.
Alan Murray, a product manager, posted on the social media platform X on Friday: “App still having issues despite the PR campaign. Paid £66 for 12 flexi tickets that have disappeared from the app.
“Despite calls to customer service, the tickets cannot be found. Requested a refund, which can take ten days to even process. Out of pocket by £66. Disgrace.”
“Charlie Papa SixSix”posted on X on Tuesday: “Can’t believe what a disaster the app has been. Bought a Dingwall-Inverness ticket on the app, expected a QR code, but it said collect from a machine. Only problem is Dingwall doesn’t have a machine!”
Architect Ross Aitchison posted on X last week: “Three young women on the train heading to college. ‘I use the Trainline, can’t use the ScotRail app’. ‘Aye, ScotRail app’s a total disaster’. ‘I might start driving in’. These continual failures won’t achieve modal shift.”
Problems which ScotRail says have been resolved include passengers being unable to link railcards to their accounts, some stations not being listed, and trains departing within ten minutes not being shown.
The app had also left travellers unable to activate the return portion of tickets.
That led one passenger to miss their train after being initially told by rail staff at Edinburgh Waverley it was because their phone was offline, before they were then informed it was a “known issue” and allowed through the ticket barriers.
Reform UK Scotland transport spokesperson Graham Simpson MSP said: “John Swinney should be hauling Stephen Flynn over the coals for this fiasco - the app rollout has been indefensible.
“The release of the Scotrail app should have been delayed until it was truly ready but its diabolical release shows just how uninterested the Scottish government has become in the everyday lives of hardworking Scots.”
Scottish Labour transport spokesperson Daniel Johnson said: “John Swinney is right to be frustrated by the problems with the new ScotRail app – but that is nothing compared to the frustration that will have been felt by passengers.
“This app should have been fully tested and ready to go on launch but unfortunately was plagued with technical issues.”
Scottish Liberal Democrat transport spokesperson Willie Rennie, who is also convener of the Scottish Parliament’s transport committee, said: “If the government is so frustrated, they should be focused on improving ScotRail services.”
Scottish Conservative transport spokesman Tim Eagle said: “John Swinney’s frustration will be cold comfort to passengers who have been locked out of their tickets and left stranded by the new ScotRail app.
“He admits this fiasco has damaged ScotRail’s reputation, but the real question is why it was allowed to happen in the first place.”
ScotRail said solving the return tickets and receipts glitches were still “under development” and “future updates to the app will deliver improvements to the user experience”.
Commercial director Claire Dickie said: “More than 780,000 people have successfully accessed the app and used it to support their journey on our trains.
“We recognise that some customers experienced issues when the new app was introduced, and we're sorry for the inconvenience that caused.
“We've been working closely with ScotRail to resolve those issues and make improvements, and we'll continue to do that as we deliver the wider retail programme.”
ScotRail has been approached for comment.
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