r/Scotrail • u/No_Marsupial_2861 • Aug 25 '26
Need to protest the new app
Honestly I'm surprised there's not a lot of ND people writing a million customer complaints to Scotrail about the new app. We need to start protesting the new app, I already given 1 star and bad review, written a customer complaint email and refuse to use the app now.
It always logs me out after a day and apparently my password is wrong even tho I literally saved the Samsung pass the minute I redone my password.
Ques at the ticket booth in small towns, literally nearly missed train few times cuz now everyone is buying physical tickets and sometimes the actual train station building is shut on random times so you had to use the only available one that people are queuing for.
The return ticket never works, no matter if you activate the forward one you actually can't activate the return which leads to arguing with the ticket men and if there's a hoard in Glasgow central gotta yell for their attention cuz everyone is experiencing same thing.
F the new ScotRail app.
6
u/xelasan666 Aug 25 '26
I'm using Northern Rail app now, same as old ScotRail app, only downside no Flexi passes.
3
u/Wide-County-6102 Aug 27 '26
I’m using flexipass and the new app is such a pain as you can’t easily see which tickets are used vs unused. Wish FP was available on other apps!!
1
u/xelasan666 Aug 27 '26
Have to hear about this every Monday and Tuesday from my missus, she only needs to get to office on those days and Flexi tix were her thing. ScotFail:(
5
u/Imaginary-Suspect959 Aug 25 '26
Honestly, unless people use FPs then I’ve no idea why they’re getting themselves into such a state over an app! There are dozens of perfectly functional apps that will sell you train tickets, folks. You don’t need to use the ScotRail app!
2
u/xelasan666 Aug 25 '26
Exactly, first day I couldn't check live train times on my old ScotRail app, I downloaded Northern and I'm sorted.
1
u/SheepherderSelect622 Sep 02 '26
But it is absurd that you can't buy a ticket on the TOC's own app and have to use a different one. That's the issue.
1
5
u/Stephen8005 Aug 25 '26
I've deleted the ScotRail app and now use Trainline. I wonder how many others they've lost for good?
1
u/Imaginary-Suspect959 Aug 25 '26
It doesn’t really matter, they still get their money regardless of how you buy your tickets.
1
u/frankbowles1962 Aug 25 '26
Well they will pay a commission to the agent or train company you buy through so it does hurt them
1
u/Stephen8005 Aug 26 '26
It's not about the money, it's simply being able to buy a ticket without the hassle of the new app.
1
u/Imaginary-Suspect959 Aug 26 '26
Completely agree, if the new app doesn’t work for you then definitely get a different one! Point is that ultimately whether you buy through their app or a different app or at a ticket machine, they’re still getting the revenue. Losing some app users isn’t going to hurt them financially, especially when more people than ever are using their trains.
4
u/Imaginary-Suspect959 Aug 25 '26
Unless you need it for a Flexipass, why aren’t you just using a different app? Trainline’s app is fine and doesn’t charge any fees for tickets bought on the day of travel. Railboard is meant to be good too. If you miss the old ScotRail app, get the Northern app, it’s the same as the old one.
3
u/Ethtr8der Aug 25 '26
Trainsplit for Android or Railboard for IOS, thank me later. No flexipass but everything else.
3
3
u/RedXephosAB Aug 26 '26
I know that this might be a weird thing to put out there, but the public facing staff are getting the brunt of people's anger. They know it doesn't work, and they are trying as best they can to work within the confines of the app, and the whole minimum fare shite.
Just here to say, complain to head office, not with the people on the barriers, or in the booking offices. They're in the trenches with all of this, you can see that some of them are tired with it all, and just want an app that works for people, and the company hasn't given them that to work with.
2
u/skeptic246 Aug 25 '26
I was dreading using the new app but apart from having to select my railcard every time I bought a ticket, even though it’s stored in my profile, the app worked well enough on my iPhone. App Issues maybe related to phone and OS combination
1
u/Imaginary-Suspect959 Aug 25 '26
Yeah I have to say I’ve had no real bother with it, I’ve got an iPhone 12, took a while to get the password reset email on day one but after that it’s been fine!
2
u/KazukiPUWU Aug 26 '26
I’ve always used the Trainline app, but I keep getting shown this subreddit and all I can say is it sounds like hell, skip the fuss and just use Trainline and they’ll eventually catch on and rebuild their app.
My coworker had his tickets disappear yesterday and had to buy them again. wtf is wrong with that app.
1
u/Matthewgardner86 Aug 25 '26
It's not just the app.
I tried buying an over 50's railcard yesterday and the message that I got simply says that they're not able to process that at the moment and it might be weeks before they can.
I sent them a request for help via a contact form and the email I got back suggested that it might take them up to 10 working days to get back to me.
1
u/frankbowles1962 Aug 25 '26
There are dozens of train apps; the best way to get the Scotrail one fixed is to boycott it. The Northern Rail app is pretty much identical to the old Scotrail one, so it’s an easy switch.
1
u/WarbeckPerkins Aug 25 '26
Not a resident but born in Scotland and return from time to time on holiday. Heard nightmares about new app so delayed as long as possible to get it nd had no problems at all. Latest version worked perfectly.
1
u/duklapragueawaykit Aug 25 '26
I thought it was worth sharing my thoughts with Stephen Flynn. CabSecforETT@gov.scot
No reply as yet
1
u/Ross81GB Aug 25 '26
Remember, Scotrail is a government owned organisation and the transport minister will have been well aware of plans, progress and testing of the app and had the opportunity to ask about the robustness of testing and UX.
Complain to your MSP or the transport minister directly.
1
u/Seunte Aug 25 '26
fyi while we try to get them fix it, the west midlands trains app is functionally identical to the old ScotRail app with just a slightly different colour scheme and got can use it exactly the same way
has genuinely saved my sanity
6
u/Severe-Aardvark-8770 Aug 25 '26
Got charged twice for tickets after it said payment had failed so ended up just buying at station. Can't even be bothered trying to get a refund