Where is my seasonal pass?
The new ScotRail app still does not show my existing seasonal pass. The pass was purchased legitimately and is still associated with my ScotRail account, but after the transition to the new app, it is simply not there. And it STILL isn’t there after several weeks.
I have the original ticket reference and have contacted ScotRail Customer Relations about the issue, but I have been told that a response can take up to 20 working days.
A seasonal pass costs a significant amount of money, so customers should not be put in a position where they are unable to access a ticket they have already paid for and are effectively expected to purchase another one. I should not have to spend another lump sum simply because an existing pass has failed to transfer to the new app.
Please fix the migration of existing seasonal passes and provide a reliable way for customers to recover tickets they have already purchased. Absolutely unacceptable.
There was no reason, at all, to replace the original app.
I have the original ticket reference and have contacted ScotRail Customer Relations about the issue, but I have been told that a response can take up to 20 working days.
A seasonal pass costs a significant amount of money, so customers should not be put in a position where they are unable to access a ticket they have already paid for and are effectively expected to purchase another one. I should not have to spend another lump sum simply because an existing pass has failed to transfer to the new app.
Please fix the migration of existing seasonal passes and provide a reliable way for customers to recover tickets they have already purchased. Absolutely unacceptable.
There was no reason, at all, to replace the original app.
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Still poor after major launch issues resolved
The new app begs the question, what were the intended goals of the change? I’m assuming/hope the major benefits are on Scotrail’s side of managing the software because as a customer I can’t see any clear major improvement. Beyond the now resolved issues with flexi passes and return tickets on launch, I’m now finding the app signs me out unexpectedly, is slow to load on launch, and struggles without strong internet connection. I’m a regular glasgow to edinburgh commuter and this leaves customers and ticket inspectors regularly waiting for long periods to show/check tickets (a simple process before with the old app). If the app has unexpectedly signed me out when I reach a major station(Glasgow central/queen st), I’ve struggled to sign back in due to signal issues and poor station wifi at rush hour. I’ve had to leave the station several times now to get access and missed trains.
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Unable to comprehend a return journey
If I could leave zero stars I would. Despite its promise to resolve issues following its disastrous release, two weeks later still can’t price a return ticket properly for someone with a Senior Railcard. I take it there were no problems during UAT and Beta testing; or did you just live and never mind the consequences? I can’t now buy a ticket for tomorrow on the old app, bet you’re glad you’re a state run service, as if you were in the private sector you’d be out of business. As of 16th Sep it gets worse ScotRail exec admits no proper Beta testing, no phased roll out; this is app release 101 and its taught to students at university. Smacks of hubris on ScotRail’s part as someone there either signed it off too soon or signed off a risk acceptance. Either way we’ll never get details of what really happened even though as it’s state owned we paid for it. It was the usual, oh we’ll learn from these mistakes and get it fixed- until the next fault
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Not functional, bring back the old app
The app works until I sign in with my scotrail account, at which point it just crashes on launch until I delete and reinstall it. Deleting and reinstalling doesn’t fix it, because to buy tickets i need to sign in again, and once I sign in it crashes on launch. Literally unusable, i can’t even check the schedule let alone buy tickets.
Incredibly frustrating when there was already a functional app which was removed in favour of this. Especially because it coincides with Scotrail’s new minimum £10 charge for travelling without a ticket. There are no ticket issuing facilities at my home station and your app doesn’t work, I would LOVE to buy a ticket but you’re literally not letting me.
Instead I have to bother the staff at the ticket barriers to leave their post and go to the ticket booth to sell me one, at which point I’m questioned about why I would get on the train without a ticket… It’s ridiculously frustrating.
Incredibly frustrating when there was already a functional app which was removed in favour of this. Especially because it coincides with Scotrail’s new minimum £10 charge for travelling without a ticket. There are no ticket issuing facilities at my home station and your app doesn’t work, I would LOVE to buy a ticket but you’re literally not letting me.
Instead I have to bother the staff at the ticket barriers to leave their post and go to the ticket booth to sell me one, at which point I’m questioned about why I would get on the train without a ticket… It’s ridiculously frustrating.
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Not needed
Not sure why ScotRail have come out with a new app that does the exact same thing as the old app but worst.
Live Train section used to allow you to do journeys and see where you needed to make transfers. Can’t do that anymore.
Update: Can’t update a season ticket barcode, so if I’m doing a return journey in quick succession the barcode doesn’t work at the gates.
App also logs me out on an almost daily basis.
Live Train section used to allow you to do journeys and see where you needed to make transfers. Can’t do that anymore.
Update: Can’t update a season ticket barcode, so if I’m doing a return journey in quick succession the barcode doesn’t work at the gates.
App also logs me out on an almost daily basis.
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