Almost 900 complaints have been lodged against the Caledonian Sleeper service in the 18 months since its nationalisation. Scottish ministers have been accused of providing “sub-par” cross-country services to commuters traveling to London. A total of 881 complaints have been made about the rail service, which operates from cities including Glasgow, Inverness, Aberdeen, and Edinburgh since it was returned to public ownership in June 2023. The figures obtained by the Scottish Tories through freedom of information requests revealed nearly a third of all complaints related to the upkeep and train conditions.
Complaint Breakdown
A breakdown of the figures showed that 519 complaints were made between June 25, 2023, and March 31, 2024, while a further 364 were made up to September 14, 2024. Of those, 286 related to upkeep and repair of the trains – 32.4%. Other complaints also included service reliability, the attitude of staff, comfort of seating, and the complaints handling process.
Transport Scotland’s Response
Transport Scotland has said there has been a “significant downward trend” in complaints since the rail service was returned to public ownership. Complaints have decreased by 39% when compared with the 12 months prior to nationalisation, according to the Office of Rail and Road (ORR) report. However, Sue Webber, transport spokeswoman for the Scottish Tories, warned ministers that nationalisation was “costly and unreliable” for commuters.
Government’s Perspective
A spokesman for the Scottish Government said it was “clear public ownership is making a difference” to the Caledonian Sleeper. While cancellations represented less than 3% of all services (September 2023 to September 2024), it is only right that passengers are compensated when disruption does occur. Right-time Caledonian Sleeper arrivals have also improved to over 88%, from 81%, well above the GB average. The latest ORR passenger satisfaction results show that almost 90% of Caledonian Sleeper guests were satisfied with their overall experience, with complaints representing just 0.2% of the almost 400,000 journeys made since the Caledonian Sleeper came into public sector control.
As a journalist, I can relate to the frustration of commuters facing sub-par service on a daily basis. It’s disheartening to see nearly 900 complaints lodged against the Caledonian Sleeper service, with issues ranging from train conditions to staff attitudes. It’s crucial for the government to address these concerns promptly to ensure a reliable and comfortable travel experience for passengers. Have you ever experienced a similar situation while commuting? Share your thoughts and experiences in the comments below.