Wick version 2.2.0 August 8
Wick, population 6,913 isn’t important to ScotRail anymore it seems. Hasn’t been for multiple iterations of this new but worse app. ScotRail: go back to the Trainline like every other TOC in the UK. The new vendor clearly isn’t up to it.
NO APPLE PAY
Apple Pay doesn’t work with foreign cards. Please fix this. I’m not typing my card details EVERYTIME.
App logged me out randomly while trying to get my connecting train.
Tickets randomly disappear under the tickets tab and reappear later.
My railcard doesn’t save when buying tickets. I need to select it EVERYTIME. Not good.
ScotRail pushed a “buy before you board” program to discourage buying on board. That’s fine. The issue is they immediately pushed a TRASH app that doesn’t work. Conductors weren’t even briefed or explained how it works so they can’t help. Who’s in charge up there??
App looks nice tho.
*screenshots your tickets until they fix this everyone or else you’ll be stuck*
App logged me out randomly while trying to get my connecting train.
Tickets randomly disappear under the tickets tab and reappear later.
My railcard doesn’t save when buying tickets. I need to select it EVERYTIME. Not good.
ScotRail pushed a “buy before you board” program to discourage buying on board. That’s fine. The issue is they immediately pushed a TRASH app that doesn’t work. Conductors weren’t even briefed or explained how it works so they can’t help. Who’s in charge up there??
App looks nice tho.
*screenshots your tickets until they fix this everyone or else you’ll be stuck*
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Usual Scotrail Embarrassment
Honestly what more can you expect from Scotrail? They firstly couldn’t launch it properly as password resets wouldn’t come through. Now, tickets can’t be activated. Return tickets for Anytime Day Returns are not showing so you can’t get through the barriers. Shortcuts on the homepage can’t be clicked on. It’s a clunky app, which doesn’t flow particularly well. It automatically reverts to single tickets every time instead of remembering your previous choice like the last app, and doesn’t show your previous searches like the last one. Staff have advised that Scotrail are now managing the app in-house instead of using a third party which suddenly explains why it is so bad. Scotland’s national embarrassment.
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Worst update ever.
After seeing horrific initial reviews that made it onto sky news they were that bad, I postponed my download of the new app and tried to use the old one (rip) for as long as possible. When that one forced me to download this one, I had no choice but to see what all of the complaining was about. For starters, finding train times is a nightmare. Unlike its predecessor which could save your favourite journey and show journeys on that line for the whole day, this one makes you type it in every single time and only shows you 4 at a time.
This defeats the purpose of comparing journey times if you can’t see them!
Then there’s the issue with how the app works itself. To be able to search for journeys, you have to put in every filter every time because the app itself remembers nothing! Time of travel, number of passengers, type of passengers, destination, railcards, ect ect all have to be put in every time you search. As you can imagine, when in a rush for a train this is nothing but a great pain in the a**.
ScotRail, if you’re reading this, you’ve done an incredible job at proving your IT and app development team is as scandalous as your ticket prices.
This defeats the purpose of comparing journey times if you can’t see them!
Then there’s the issue with how the app works itself. To be able to search for journeys, you have to put in every filter every time because the app itself remembers nothing! Time of travel, number of passengers, type of passengers, destination, railcards, ect ect all have to be put in every time you search. As you can imagine, when in a rush for a train this is nothing but a great pain in the a**.
ScotRail, if you’re reading this, you’ve done an incredible job at proving your IT and app development team is as scandalous as your ticket prices.
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Can’t access tickets
I bought tickets in July for travel in August and now can’t access them.
Dreadful ‘update’
The old app wasn’t perfect, but this roll out has been a shambles. App frequently logs me out, return ticket qr codes don’t generate so have to speak to staff to get through barriers, qr codes are labelled ‘bar codes’ which they clearly aren’t, train delays not being accurately reported. On top of this I can’t quickly search for more than the next 3 trains in my favourite journeys. You used to be able to easily scroll a list, even in to the next day. You used to be able to check previous stops of a journey and see the where the train was in real time but I haven’t discovered this functionality yet. Maybe part of this is getting used to a new app and learning your way around it, but first week of using this app has left me with greying and receding hair (that could be an age thing tho!)
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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. Also bugged out on me while walking to the train, so I had to miss it because I’m not paying the new £15 minimum on-train fare.
Live Train section used to allow you to do journeys and see where you needed to make transfers. Can’t do that anymore. Also bugged out on me while walking to the train, so I had to miss it because I’m not paying the new £15 minimum on-train fare.
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Terrible
Absolutely terrible, the previous app worked great and now Apple Pay doesn’t even work to buy tickets. I’ve had to start buying all my tickets on the website instead.
The new version is so bad
I don’t know why they updated the app there is so much wrong with the new version the user interface is really annoying to work with I can’t imagine how it is for people who never had the previous version
Disaster
Instead of lowering the ticket prices they spend money on useless new app. The old one was good enough . Who needed this ? Can’t see my return journey on the new app
Somehow even more convoluted than the old one. Did they do any user testing at all?
There are some improvements in this new version of the app- having departure times for favourite journeys easily accessible is nice- but:
I’d guess that comfortably 95%+ of tickets bought via this app are day returns bought on the day of travel, where departure and return times are completely irrelevant.
And yet to purchase this ticket type you are required to:
1: search for a departure time
2: search for a return times
3: select a departure time (often making sure that you don’t select the actual departure time of the train you’re getting as it may be unavailable for sale)
4: select a return time
5: NEW FEATURE! remember not to select the first presented option: BUYING TWO SINGLES 🤯
6: Pay for your ticket
7: Download your ticket
8: Activate your ticket
I appreciate that for _some_ ticket types these steps are all necessary but for day returns there is absolutely no need to make people (people trying to catch a train!) search/select unnecessary departure/return times. If this were an edge case I’d understand but I’d put good money on day returns being far and away the most common type of purchase.
This should be a 3 step process: Select stations, hit ‘day return for today please’, pay.
I’d guess that comfortably 95%+ of tickets bought via this app are day returns bought on the day of travel, where departure and return times are completely irrelevant.
And yet to purchase this ticket type you are required to:
1: search for a departure time
2: search for a return times
3: select a departure time (often making sure that you don’t select the actual departure time of the train you’re getting as it may be unavailable for sale)
4: select a return time
5: NEW FEATURE! remember not to select the first presented option: BUYING TWO SINGLES 🤯
6: Pay for your ticket
7: Download your ticket
8: Activate your ticket
I appreciate that for _some_ ticket types these steps are all necessary but for day returns there is absolutely no need to make people (people trying to catch a train!) search/select unnecessary departure/return times. If this were an edge case I’d understand but I’d put good money on day returns being far and away the most common type of purchase.
This should be a 3 step process: Select stations, hit ‘day return for today please’, pay.
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Not as user friendly
Used today for the first time. You now need to tap on your railcard each time when booking tickets. Previous version automatically carried this out. When looking at train times you get the next trains for a set time around your return time. No option to look forward past this time window unless you go back and change your return time. Previous app you could click forward to look at other train times without going back and changing the return time. Less user friendly, more key presses which an app should work towards having less of. Previous app far better in both these areas highlighted. Obviously requirements capture and user review failed here.
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Downgrade
The new ScotRail app is a complete downgrade from the previous one. While it may look more modern, it’s much less reliable in everyday use.
The biggest issue is that my ticket barcode frequently disappears, meaning I have to waste time deleting the app, downloading it again, and logging back in just to access a valid ticket. This is incredibly frustrating, especially when you’re trying to catch a train.
From a practical point of view, the old app was much better. It was simpler, more reliable, and just worked. This update feels like a step backwards rather than an improvement.
Please focus on fixing the reliability before adding new features or changing the design.
The biggest issue is that my ticket barcode frequently disappears, meaning I have to waste time deleting the app, downloading it again, and logging back in just to access a valid ticket. This is incredibly frustrating, especially when you’re trying to catch a train.
From a practical point of view, the old app was much better. It was simpler, more reliable, and just worked. This update feels like a step backwards rather than an improvement.
Please focus on fixing the reliability before adding new features or changing the design.
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Useless and impractical
It seems that if you look at the Home Screen the wrong way, the app will crash. Every time you open the app you have to re-log in, which is impractical for those who have to use ScotRail multiple times a day for commuting. When tickets are bought (Apple Pay does NOT work by the way), the app crashes every time I try to load my ticket. If the point of this new app is to persuade commuters to switch to Omio or Trainline instead, it has been successful! There were a plethora of issues with the old app, and it seems like none of them were solved with the new one. If they were solved, I guess I would not know because I have not been able to use this app for more than 2min without it crashing. Hope the abundance of issues gets solved soon.
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Just Use Trainline
More confusing app, difficult to use, more expensive - I also believe I was targeted by some kind of surge pricing. I looked for a return to Edinburgh, went off the search and decided to search the same times etc again and all the train prices were higher. Also the return tickets which I tried to purchase 1-2 weeks in advance would only combine 2 singles instead of being a cheaper return train, making an intended journey stupid expensive. Highly recommend just using Trainline, it is far easier to use and less of a scam. I have no idea why they went for a new app but it is simply a circus, a clear showing of ineptitude and idiocy.
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Keeps crashing, awful UI
As soon as I bought my ticket the app crashed and won’t reopen. Switching to this broken app right after the £10 minimum fare for not having a ticket was introduced sure seems a bit convenient! I also hate that you can only see trains in 15 minute increments. I’ll be switching to the trainline app.
Can’t get my tickets
I have multiple sets of tickets for my upcoming trip to Scotland that I can’t access. Hundreds of dollars in tickets that are in limbo since the new app. I can’t even login to my account on my desktop computer as a backup. The email confirmation links don’t work. The new system is a total mess! The old one was beautiful!! I can’t imagine what it’s like for commuters and people who live there!
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Missing the ease of the old app
I understand that the new app will take time to perfect, so I am being patient with any bugs and teething issues, but some of the ease of the old app is missing. Being unable to check live journey times underneath your ticket, unable to view future journey times between stations that require a train change in the ‘live trains’ section, and having to manually add your railcard every time you purchase a ticket are issues that the old app didn’t have. I hope these are addressed, as these go beyond design decisions or early issues.
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More clunky than the app it replaced
More clunky than the app it replaced and lost some useful functionality. The favourite journeys section on the home page is good in theory (although the old app had frequent searches as well) but when you select a train from it and click buy tickets it takes you to the tickets page without populating the journey details (so doesn’t save you any time and anything takes longer than just going to the tickets tab).
Also, on the tickets tab you can only select 15 minutes in the future. So if you are on the way to the station at XX:17 looking for trains it won’t show anything before XX:30 even if there is a train. The old app had a “now” time that was more useful.
Also, on the tickets tab you can only select 15 minutes in the future. So if you are on the way to the station at XX:17 looking for trains it won’t show anything before XX:30 even if there is a train. The old app had a “now” time that was more useful.
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Delayed Start
I'm not sure who is testing this app or any Product Owners comparing it with the old version. In the old version, if my train was at 07:26 and the search was set to "Now", the 07:26 service would appear in the results regardless of whether it was 07:14 or 07:21. That no longer seems possible. The fixed time intervals mean that some earlier trains don't appear simply because you've passed the 15 or 30-minute mark.
Also, when a train was displayed, I used to be able to see the earlier stations on the route - this would tell me if it’s left the previous station or not thus I could gauge how long my wait was going to be when trains are late. That information no longer appears either. Meh
Also, when a train was displayed, I used to be able to see the earlier stations on the route - this would tell me if it’s left the previous station or not thus I could gauge how long my wait was going to be when trains are late. That information no longer appears either. Meh
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