RESPONSE FROM SCOTRAIL CUSTOMER RELATIONS TO ALEXANDRIA CC'S CONCERNS BALLOCH LANE (VIA ALEXANDRIA)
Dear Harry,
Thank you for contacting ScotRail Customer Relations regarding your complaints.
Firstly I would like to express my apologies for any frustrations caused by these situations.
I appreciate that delays or cancellations for any reason are frustrating and can cause inconvenience.
Every effort is made to operate all trains as advertised despite the many problems that can and unfortunately do occasionally arise, including infrastructure defects, train failures, and other unpredictable operational issues. These often cause unavoidable knock-on effects that can put trains and their crews out of position on the track.
I have checked recent dates and cannot find out of ordinary frequent major delays and cancellations for this route, although the information you have provided is rather vague on this if this complaint is with regards to an issue from the past.
When disruption occurs, we endeavour to keep customers informed and seek to rectify any issues as quickly as possible to keep disruption of our customer's journeys to a minimum.
Anti-social passengers on our trains/ stations is of great concern to us. I agree that other passengers and our staff do suffer because of this.
We expect our customers to travel in a safe, friendly environment and we have a zero tolerance approach to anti-social behaviour. Unfortunately, isolated groups can present unexpected problems but please be assured that such behaviour is not tolerated.
Following concerns raised by customers about anti-social behaviour on trains, we are working very closely with the British Transport Police to prevent or handle incidences like these. Moreover, our staff are trained in how best to handle such situations and can call on the assistance of the British Transport Police to have any anti-social passengers removed from the train. Our priority is to ensure that our customers can travel in safe, friendly surroundings and not allow a small minority to have a negative impact on their journey.
Please be assured that this is an issue that we are attentive to and we are always aiming to improve the efficiency and quality of our services.
Once again, thank you for contacting ScotRail, should you need any further assistance in the future, please get back in touch.
Kind regards,
Connor Best
Customer Relations
ScotRail
