Scotrail Glasgow abbrasiveness
Channel: Doug Paulley
Date: 21/07/2018

I'd booked assistance for a journey that involved transferring between trains arriving at Glasgow Central Station and leaving from Glasgow Queen Street Station. So Scotrail had promised me a taxi to transfer between the two. But nobody told the staff at Glasgow Central.

The Scotrail duty manager then treated me with appalling unhelpful and accusatory abbrasiveness, reducing me to tears.

UPDATE: 17th August 2018: I'm impressed with this letter from Scotrail.

"Dear Mr Paulley, 

I have recently joined ScotRail as the Customer Service Manager for South Strathclyde stations which includes Glasgow Central.

I have been informed of the unfortunate situation you found yourself in on Saturday 14 July when Network Rail failed to provide assistance to you when you arrived at Central Station, and how a ScotRail member of staff was extremely unhelpful. I believe (name redacted) has been in contact to apologise for what happened and to let you that that the  matter was subject to investigation.

There has been a thorough investigation both by Network Rail and ScotRail to establish the reason for the failings. We have identified that there was a breakdown in communication which Network Rail has taken steps to address.

From the perspective of the unhelpful staff member, the matter has been subject to extensive investigation. Unfortunately, I cannot share the outcome of any disciplinary proceedings with you as this is personal information which we cannot disclose. However, I can give you my word that the matter has been dealt with in a way which will mean you should not encounter any further incidents of an unhelpful nature at Glasgow Central. 

I should make it clear that the service you received on 14 July falls far short of the standards expected from ScotRail staff. I am extremely sorry that you experienced this and  that it had such an impact on your holiday.  

As a gesture of compensation, I would like to offer you and your companion a free return journey on the ScotRail network and will also pick up the cost of rail travel to and from your home and Scotland. Please contact me when you would like to take up this offer and I will arrange this for you.

ScotRail strives to continually improve our services to customers and values any feedback good or bad. I would urge you to keep in touch with us and share your experiences and provide us with any suggestions on how we can keep improving our customers’ journeys. 

(Name removed)
Regional Customer Service Manager
South Strathclyde"