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2005-10-17 FSC_001
First ScotRail


First ScotRail celebrates birthday with cut in train delays in Fife

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First ScotRail

First ScotRail celebrates birthday with cut in train delays in Fife

17 October 2005
source First ScotRail
type Press release

First ScotRail has delivered a 20 per cent cut in train delays across Scotland – before celebrating its first birthday on Monday 17 October 2005.

In Fife, improved performance is well ahead of the train operator’s franchise promise of a two per cent reduction in delays over the year.

Recent timetable improvements in Fife have also seen train punctuality at 85 per cent – the company’s strongest performance for more than two years.

First ScotRail is now offering rail travel anywhere in Scotland for a flat fare of £15 return as part of its birthday celebrations. Special vouchers can be found on trains, and will be emailed to customers on the First ScotRail database.

Passengers in Fife, benefiting from new rolling stock and longer trains at peak times,are also seeing other improvements. They include::
- Cost-saving Flexipass tickets introduced on routes between Edinburgh and Aberdour, Burntisland, Cowdenbeath, Dalgety Bay, Dunfermline, Glenrothes, Inverkeithing, Kirkcaldy, Lochgelly and Markinch.
- More ticketing staff for Kirkcaldy and Dunfermline, and ticket vending machines at Inverkeithing, Dalgety Bay and Kirkcaldy.
- An expanded Dunfermline Customer Service Centre.
- A new interchange underway at Inverkeithing, in association with Fife Council. It will allow local buses to call at the train station.

First ScotRail’s service improvements have also seen a seven per cent increase in passengers over the year.

Mary Dickson, First ScotRail’s managing director, said: “By focusing on the needs of our customers, we have made good progress during the first year of the rail franchise.”

She added: “This is reinforced by the fact that passenger numbers have risen by seven per cent during that time.
“However, there are still many challenges ahead, and we will be working even harder to deliver even more improvements for passengers. They include the ongoing £20 million investment in stations.”
First ScotRail executives are touring Scotland this week to thank customers and staff for their support. In Fife, Aberdour won the Best Station Garden Award.

Media enquiries:
Iain Wilson
First ScotRail Press Office

Lally Wilks
First ScotRail Press Office
Tel: 0141 335 4788
If calling out of hours please dial 08700 00 51 51
and ask for the on-call First ScotRail Press Officer



First ScotRail – Key First Year Achievements

- The company has recorded its strongest customer satisfaction figures in terms of punctuality and reliability for the last five years, according to Strategic Rail Authority National Rail Trends.

- Twenty per cent reduction in delays caused by First ScotRail, compared to a franchise commitment of 2 per cent.

- Introduced £15 flat fare return ticket. Offer period runs until 31 October. Vouchers can be collected on trains, or emailed to customers. Offer not available before 0900, or on services departing from Glasgow, Edinburgh. Aberdeen and Inverness between 1600 and 1800hrs.

- Launched £20 million investment programme to make stations across Scotland more comfortable and welcoming for passengers.

- Opened a Customer Contact Centre in Fort William, creating 50 new jobs, and handling 300,000 enquiries every year.

- Launched JourneyCheck, the UK’s first integrated train information service. Includes facility for customers to receive warning text and/or email messages if rail services may be disrupted, allowing alternative travel arrangements to be made.

- Improved passenger safety, with more CCTV, customer information systems at platforms, and better lighting in station car parks.

- Installed cycle storage racks at almost every station in Scotland.

- Expanded Dunfermline Customer Service centre, now monitoring 51 stations and their car parks using 883 CCTV cameras. Also supports 97 passenger ‘Help Points’ at stations across Scotland.

- Signed up to new Scotland-wide Customer Service Quality initiative (SQUIRE) to have cleaner stations and trains, better information and facilities.

- Significantly improved reliability of the train fleet. Delays caused by the fleet at their lowest level for five years.

- Investing £1 million to upgrade Caledonian Sleeper trains. There has been a 19 per cent reduction in delays on Sleeper services over last 12 months.

- Employed an extra 400 staff, and investing £1 million every year in their training and development.

- Teamed with Capability Scotland to train staff on assisting customers with mobility impairments or other special needs.

- Launched an ‘Adopt a Station’ scheme, allowing communities to suggest ideas to improve the environment of their local station.


- The Scottish franchise is one of the largest in the UK with more than 3,000 kilometres of track, 69 million passenger journeys a year, and 337 stations.

- FirstGroup plc is a UK based international transport company with a turnover of £2.7 billion a year, and some 67,000 employees throughout the UK and North America. First is a major force in UK railways, operating First Great Western, First Great Western Link and First TransPennine Express. The group also operates Hull Trains and GB Railfreight.

Railhub Archive ::: 2005-10-17 FSC_001


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