ScotRail's recently launched ticket app faced significant technical issues, leading to over 360 passenger complaints in its first two days and prompting the establishment of an emergency command center.
The rail company, nationalized by the Scottish government in 2022, experienced a surge in customer dissatisfaction shortly after introducing its new app. Passengers reported an inability to access the app, particularly during morning rush hours, with issues including a failure to send or a significant delay in delivering password reset links. The company received 364 complaints classified as related to app failures between July 30 and August 10, according to disclosures made under Freedom of Information laws.
In response to the widespread issues, ScotRail established an emergency command center that operated for nearly 12 days, from July 29 to August 10. This center brought together senior personnel from both ScotRail and the app's supplier, SilverRail, to address technical problems and support frontline staff. Rail chiefs also exchanged approximately 600 emails with SilverRail during this period.
Despite the app's stated aim to make booking tickets "simpler, faster and more reliable," many commuters found themselves locked out of their accounts. Some users reported that the password reset function did not send emails, and attempts to create new accounts were blocked if the email address was already registered. Others described encountering problems where return tickets were only displayed as single tickets, requiring manual edits.
ScotRail has apologized for the disruptions, acknowledging that some customers experienced inconvenience. The company stated that over 780,000 people have successfully used the app since its launch and that it is working with its supplier to implement improvements. New features are planned for release in the coming months.
However, the company has declined to disclose the cost of the project, citing commercial sensitivities and the potential harm to the supplier's interests. Critics, such as Scottish Conservative transport spokesman Tim Eagle, have voiced concern over the app's performance, the cost to taxpayers, and the SNP government's management of ScotRail. Eagle characterized the situation as indicative of "SNP-run ScotRail" failing to deliver basic services.
Additionally, rail officials admitted that payment card details were not transferred to the new app and warned that pre-purchased tickets could be lost if customers had not saved them beforehand. ScotRail has also implemented a £10 minimum fare policy for passengers boarding a train without a pre-purchased ticket when the opportunity to do so existed.