ScotRail still ‘full of excuses’ over handling of Borders Railway

ScotRail have been accused of failing to take the concerns of rail users in the Borders seriously in what is the latest criticism of the rail franchise.

Following a public meeting organised by local MP John Lamont in Galashiels, the rail company agreed to take away a number of specific complaints raised by passengers.

ScotRail’s response, which took over a month to produce, has been described as “full of excuses and platitudes” by local MP John Lamont.

In the letter, ScotRail’s Communications Director, Sue Evans, states that there are no plans to improve station facilities at Tweedbank, despite a call from commuters that extra shelter was necessary.

She also claims that ticket machine performance has been good at most rail stations, despite numerous complaints from passengers that they are all too often unable to purchase tickets before they board.

ScotRail also admit that the chaos at Tweedbank station following the Melrose 7s came as train crew shortages meant some services operated fewer carriages than planned.

John Lamont MP said: “I was grateful for ScotRail for coming down to the Borders to hear directly from frustrated passengers. Claiming they were taking these concerns seriously has been somewhat undermined by the fact that it took them over a month to provide this response.

“This response is full of excuses and platitudes and I think ScotRail have once again let themselves down. They have failed to reassure me that plans are in place to ensure major events in the Borders are properly services. And their refusal to consider upgrades at Tweedbank is extremely disappointing.

“While things do seem to be improving on the line recently, if ScotRail are unable to give some straight answers to the problems that have plagued the Borders Railway, I remain concerned problems will return.”

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