Cancellations and complaints soar on ScotRail, says Tory MSP

ScotRail has seen soaring levels of cancellations, complaints, refunds and antisocial behaviour on two key Edinburgh routes since it was taken into public ownership, a Lothian MSP has claimed.

- by Ian Swanson

Scottish Conservative Miles Briggs described the performance as “disappointing”, and called on ministers and rail management to investigate the problems and deliver a better service.

But Transport Scotland and ScotRail hit back, saying disruption was often beyond their control, caused by factors from adverse weather to track defects to trespassing.

They said cancellations were lower than before public ownership and also lower than most other British train operators. And they said they were investing in improving safety, particularly for women and girls.

Mr Briggs said figures - obtained through Freedom of Information - showed complaints about the Edinburgh-Glasgow service had nearly doubled from 388 in 2022 to 773 in 2024; refunds on the same route had jumped from 100 in 2022 to 430 in 2024; and cases of antisocial behaviour had more than quadrupled from nine in 2023 to 37 in 2024.

He said complaints about the Edinburgh-Dunbar service rose from eight in 2022 to 20 in 2024, and Edinburgh-North Berwick complaints went up from 86 to 200. Edinburgh-Dunbar refunds more than doubled, and the North Berwick line saw a 400 per cent hike.

Mr Briggs said: “It is very disappointing to see ScotRail services performing this poorly on two of the most important lines to our region.

“Edinburgh and Lothian need reliable public transport links east and west.