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Great Western Coffee Shop > All across the Great Western territory > The Wider Picture in the United Kingdom > ScotRail apology as passengers unable to book tickets in app launch chaos
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Author Topic: ScotRail apology as passengers unable to book tickets in app launch chaos  (Read 570 times)
Chris from Nailsea
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« on: July 30, 2026, 14:48:37 »
From the BBC» (British Broadcasting Corporation - home page):

Quote
ScotRail apology as passengers unable to book tickets in app launch chaos

ScotRail has apologised for the chaotic launch of its new app, which has left hundreds of passengers unable to book train tickets.

The operator replaced its existing system, provided by Trainline, with an updated ticketing platform for travellers on Thursday morning.

Complaints on ScotRail's social media channels saw a series of issues with passengers being forced to reset account passwords and journeys not appearing in booking searches.

ScotRail said it was working to fix "intermittent technical issues" and said passengers should continue using their old phone app until resolved.

Many people attempting to catch morning trains were frustrated by the processes involved before they could buy tickets.  Passengers on social media branded the roll-out a "shambles" and a "nonsense".

An email earlier this week had warned passengers that they would need the new app to buy tickets from Thursday.  But the app was not made available to download ahead of launch day.

ScotRail Chief Operating Officer, David Ross, told BBC Radio Scotland that issues began when "thousands and thousands of people" attempted to switch to the new app at the same time.

"There were challenges with a bit of a backlog with the sheer volume of people downloading the app this morning," he said.  "There have been some intermittent technical challenges, our suppliers and technical teams are working round the clock to resolve those.  We were doing lots of testing work, working closely with Apple and Google, about when and where in the app store it can be made available."

(BBC article continues)
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William Huskisson MP▸ (Member of Parliament, or Mile Post (a method of measuring the railway in miles and chains from a starting point - usually London), depending on context) was the first person to be killed by a train while crossing the tracks, in 1830.  Many more have died in the same way since then.  Don't take a chance: Stop, Look, Listen.

"Level crossings are safe, unless they are used in an unsafe manner."  Discuss.
Chris from Nailsea
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« Reply #1 on: August 05, 2026, 20:24:55 »
An update, from the BBC» (British Broadcasting Corporation - home page):

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Passenger frustration with ongoing 'glitches' in new ScotRail app

Train passengers are being frustrated with ongoing problems with ScotRail's new booking app, a week after it was branded a "shambles" on a chaotic launch day.

The operator apologised for 'glitches' after hundreds of travellers were unable to buy tickets when it switched to a new booking platform last Thursday.  But complaints on social media continue to highlight issues around using return tickets, transferring season tickets and adding rail cards to the new app.

ScotRail said it was working "to address the remaining issues" and was supporting affected passengers directly.  It said more than 220,000 people had downloaded the new app on launch day.

It came after the operator switched from Trainline to a new supplier, SilverRail, for its ticket booking platform.

ScotRail had asked all passengers to switch from the old app in a single morning.  But it was criticised for failing to "soft-launch" the platform - a limited release to some users that could have helped identify bugs and technical errors.

(BBC article continues)
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William Huskisson MP▸ (Member of Parliament, or Mile Post (a method of measuring the railway in miles and chains from a starting point - usually London), depending on context) was the first person to be killed by a train while crossing the tracks, in 1830.  Many more have died in the same way since then.  Don't take a chance: Stop, Look, Listen.

"Level crossings are safe, unless they are used in an unsafe manner."  Discuss.
ChrisB
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« Reply #2 on: August 06, 2026, 17:28:34 »
You can't store railcards in it either, needing to input it each time you want to buy!
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GBM
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« Reply #3 on: August 07, 2026, 08:00:46 »
Didn't the latest GWR▸ (Great Western Railway) app have similar hiccups?
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Bob_Blakey
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« Reply #4 on: August 07, 2026, 08:03:07 »
**I assume they have checked this is true**

Within yesterday's Green Signals podcast it was highlighted that when using the App to search for stations the default list of 10 locations includes places such as Wickford & Wickham Market but not Wick.

Common sense should surely dictate that Scottish destinations are prioritised?
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grahame
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« Reply #5 on: August 07, 2026, 08:48:41 »
Quote from: Bob_Blakey on August 07, 2026, 08:03:07
Within yesterday's Green Signals podcast it was highlighted that when using the App to search for stations the default list of 10 locations includes places such as Wickford & Wickham Market but not Wick.

Common sense should surely dictate that Scottish destinations are prioritised?

Prioritisation (at the least) is not a problem unique to Scotrail.   Using our local GWR▸ (Great Western Railway) TVM▸ (Ticket Vending Machine), start typing in a station name and the first offerings are not necessarily the local ones, nor the ones that most tickets are sold to from the station at which the TVM is located.
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eightonedee
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« Reply #6 on: August 07, 2026, 13:01:00 »
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Prioritisation (at the least) is not a problem unique to Scotrail.   Using our local GWR▸ (Great Western Railway) TVM▸ (Ticket Vending Machine)▸ , start typing in a station name and the first offerings are not necessarily the local ones, nor the ones that most tickets are sold to from the station at which the TVM is located.

Call me old fashioned (or a technophobe) if you wish, but don't IT systems that present you with a list of alternatives as soon as you type in 2,3 or 4 characters cause more problems than if they could be programmed so that they only did so once you finished typing if there were possible alternatives for the station you'd typed in (eg, Green Park Reading or Reading West for Reading)?
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grahame
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« Reply #7 on: August 07, 2026, 16:12:38 »
Quote from: eightonedee on August 07, 2026, 13:01:00
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Prioritisation (at the least) is not a problem unique to Scotrail.   Using our local GWR▸ (Great Western Railway) TVM▸ (Ticket Vending Machine)▸ , start typing in a station name and the first offerings are not necessarily the local ones, nor the ones that most tickets are sold to from the station at which the TVM is located.

Call me old fashioned (or a technophobe) if you wish, but don't IT systems that present you with a list of alternatives as soon as you type in 2,3 or 4 characters cause more problems than if they could be programmed so that they only did so once you finished typing if there were possible alternatives for the station you'd typed in (eg, Green Park Reading or Reading West for Reading)?

I don't object to it predicting ... just wonder at the algorithm.  "DI" at Melksham and I expect Didcot and Dilton Marsh to be top suggestions - and Diss and Dingwall to be further down.  I do NOT recall what else was offered yesterday - I seem to recollect having to put the "L" in before I notices Dilton Marsh.

For long station names ... I REALLY don't want to have to spell the whole thing out, or perhaps to a point of uniqueness.  Having travelled to   Kolobrzeg and Zgogzelec in recent weeks, no way I would even get them right.
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