'So dirty you can hardly see out of them' ScotRail cleanliness complaints up almost 80 per cent
The Scottish Liberal Democrats called for urgent action
The number of complaints about cleanliness on ScotRail trains has risen by 78 per cent since 2022, new figures show.
The Scottish Liberal Democrats called for urgent action to fix “freezing, dirty, and overcrowded trains”.
A freedom of information request by the party highlighted concerns about toilets out of action and windows “so dirty you can hardly see out of them”.
Lib Dem MP Angus MacDonald said: "These figures show complaints going in the wrong direction since ScotRail was taken over by the Scottish Government. Across Scotland there is a chorus of groans at trains that are not fit for purpose.
"Getting Scotland moving again, with reliable, clean and affordable public transport will be at the heart of the Scottish Liberal Democrat campaign at the forthcoming election. Passengers must have confidence that our rail services are fit for purpose."
Mr MacDonald and Highland councillor Andrew Baxter recently met with ScotRail executives to raise ongoing problems affecting services between Glasgow, Fort William, Oban and Mallaig.
Some of the trains operating on longer-distance and rural routes are among the oldest in ScotRail’s fleet, and the operator admits they do not offer the same level of comfort as newer trains.
On the West Highland Line, Class 156 trains use excess engine heat to warm the interior of the train.
Heating performance is therefore dependent on the engine reaching and maintaining temperature, which ScotRail says can be more challenging in very cold weather or when trains are operating at lower speeds.
Mr Baxter, the Lib Dem candidate for Syke, Lochaber and Badenoch at the upcoming Holyrood election, said: “I want to see urgent action to fix freezing, dirty, and overcrowded trains on the West Highland Line.
“People in the Highlands and the many visitors who travel here deserve trains that are warm, clean and reliable. Instead, they are being asked to put up with carriages that are cold, dirty, overcrowded and poorly maintained.
"We need practical improvements now, not many years in the future.”
During their recent meeting with ScotRail, the Lib Dem politicians said the operator admitted the Class 156 trains were “shabby”, “extremely uncomfortable” and “almost at life end”.
Phil Campbell, ScotRail customer operations director, said: “We know how important it is that our trains provide a clean, comfortable, and welcoming environment for customers, particularly on longer-distance rural routes.
“Our maintenance and train presentation teams work hard every day to keep trains clean and ensure on-board facilities such as toilets are available. We also encourage customers to let us know if something isn’t right while they’re travelling, so we can respond as quickly as possible.
“While some of the trains used on rural routes are older, they continue to be maintained to a safe and reliable standard, and we are focused on improving the customer experience both now and in the future as part of wider investment in Scotland’s railway.”
It previously emerged ScotRail has paid out more than £3 million to passengers whose trains have been cancelled or delayed since it was nationalised in 2022.
A spokesman for Transport Scotland said: “The latest passenger figures, removal of peak fares, coupled with high satisfaction rates and staffing at an all-time high, demonstrate that ScotRail is thriving under public ownership.
“The Scottish Government is committed to decarbonising the passenger rail network. Our investment is being targeted to align with ScotRail fleet renewal plans and rural routes will benefit through more modern trains being deployed onto them from elsewhere in Scotland.”
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