Date lodged: 13 June 2017
To ask the Scottish Government, further to the answer to question S5W-09324 by Humza Yousaf on 31 May 2017, how it ensures that people who have not booked in advance can (a) board and (b) alight timetabled services that have no second member of train crew.
Answered by: Humza Yousaf 30 June 2017
ScotRail endeavours to have a second member of staff on all services. ScotRail has a commitment to provide assistance to any passenger who has booked help in advance of travel and will reduce the notice required to one hour within the current franchise.
ScotRail has robust contingency plans in place to ensure booked assistance is provided in the event of there being no second member of staff on a train. Staff will assist with boarding/alighting the train or will arrange alternative transport (normally a taxi at no additional cost (when appropriate).
ScotRail also aims to provide assistance to passengers who do not pre-book assistance. Staff will assist when available and passengers can contact ScotRail customer service direct via platform help points at unstaffed stations.
During the summer of 2016 there was a peak of approximately 2.9% of all services operating without a second member of staff on board. ScotRail has since employed an additional 20 members of staff and The most recent figures recorded in the last 4 rail periods have seen the percentage drop to under 0.5%.