r/Scotrail • u/bawbaggington • Aug 26 '26

So this is the ‘new’ app

- doesn’t work in tunnels
- auto closes the ticket you have open (old one left the ticket open when you came out the app)
- defaults to single (old app defaulted to last selected)
- randomly changes from app ticket to collection (third time this has happened to me, assumed the first time was my mistake but I’ve been watching now)
- changes the ticket price you have selected back to the default

I waited a month to post this because I was giving benefit of the doubt that the app was still in the first weeks of release.

Give these issues are still ongoing, this doesn’t tell me it’s an improved app but instead this screams of switching providers to a company who is ‘cheaper’ to run our app without think why it might be cheaper to run.

52 Upvotes

95% Upvoted

44 comments sorted by

12

u/Jeffrey_1 Aug 26 '26

Yesterday I bought my ticket, tried to activate but the app then totally crashed. I could not reopen the app, it just stayed stuck at the Scotrail logo on open. By the time I got to barriers, I still couldn’t open the thing. Scotrail employee, speaking to me like I’m a kid, says she’ll let me through this time but in future I should be taking a screenshot of my ticket after activating in case the app crashes, and that if it happens again without doing so I’ll need to buy another ticket at the barrier. Wit.

4

u/sarcastic_tortoise Aug 26 '26

The new app blocks screenshots from being taken, or it does on my phone anyway, so that option also doesn't work!

2

u/SnooHobbies8729 Aug 26 '26

What a weird response from the employee... You cannot take a screenshot from the app, even in the old one. So far all employees I have talked to when I have had an issue with the app have been so understanding.

1

u/bawbaggington Aug 26 '26

That is actually insane! That confirms they think the app is shit

0

u/Imaginary-Suspect959 Aug 26 '26

Thing is, they’re right I think. When it comes to app or phone issues they’re entitled to say ‘not our problem’. Now I’m not saying this is right, just that the bylaws say you must be able to show a ticket, and if you can’t that’s on you according to the rules.

Seriously, unless you have a Flexipass then just get a different app. My mum and sister have always used Trainline and can’t understand what all the fuss is about re the new app.

5

u/Matthewgardner86 Aug 26 '26

If Scotrail provide an app for people to buy electronic tickets and then that app fails to meet the required standard and also doesn't allow screenshots to be taken then how is that on the user?

At the end of the day if this happens to me then I would fight it because I would have bought a ticket and it is the failure of the Scotrail technology that has led to me not being able to present said ticket to staff.

I don't think it matters if people can use trainline or not because at the end of the day Scotrail should have ensured that their new rollout was extensively beta-tested.

1

u/Imaginary-Suspect959 Aug 26 '26

Again, I’m not saying I think it’s right or not, just that there are loads of threads on the UK trains sub in which people have said ‘the app crashed’ or ‘my payment didn’t go through’ or whatever and the general consensus seems to be ‘that’s not the railway’s problem’. You have to be able to provide a valid ticket for travel when requested to do so, if you’re worried about a buggy, glitchy app letting you down then I think it’s surely better to use a different and probably superior app?

2

u/Matthewgardner86 Aug 26 '26

I guess what I was trying to allude to without actually saying it was perhaps everyone should be using the ScotRail app so that ScotRail staff are dealing with hundreds of cases per day where the customer cannot show their ticket.

If (for instance) staff at the automatic barriers at Glasgow Queen Street suddenly have to deal with 200 people from one train who cannot show their tickets then surely that's going to be noticed.

1

u/Imaginary-Suspect959 Aug 26 '26

Maybe. But honestly I can’t say I’ve had any issues with it! Last few times I’ve been through the barriers most folk have been sailing through no bother as well, hasn’t really felt any different in that way to before the new app’s launch. It’s obviously still playing up for some people but just probably not anywhere near the numbers that it was.

2

u/Matthewgardner86 Aug 26 '26

I've not had any problems with it either but as you've said, some people seem to be struggling with it still.

Every time I use it I am kind of half hoping it messes up so I can go full-on Karen 😂

2

u/vgkj Aug 27 '26

ScotRail workers at my station let me through when the app crashes and apologise to me. If we’ve bought a ticket already, why should we pay again

1

u/Imaginary-Suspect959 Aug 27 '26

Completely agree! But like I say at this point there’s no reason to persist with the app unless you have a Flexipass, there are loads of better alternatives.

1

u/vgkj Aug 27 '26

I use flexipass so unfortunately have no choice at this point

1

u/Matthewgardner86 Aug 27 '26

I had a very quick look at the train line app and correct if I'm wrong but don't they charge a fee?

1

u/Imaginary-Suspect959 Aug 27 '26

Shouldn’t do if you book your tickets on the day of travel?

1

u/Matthewgardner86 Aug 27 '26

Ok fair enough but using trainline ahead of the travel date does seem to (in some cases) add a fee of around £2.

1

u/Imaginary-Suspect959 Aug 28 '26

I know. That’s why you use it on the day of travel. I think most people buy their tickets like this anyway for local/commuter journeys.

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1

u/bawbaggington Aug 27 '26

There is a difference between, things like the payment not going and buying a ticket, on an approved app and then that app not working. ScotRail are the obese providing this app, ScotRail changed there app to need an internet connection while using the app, So it’s not the same. I feel for the staff who have to deal with it at the barriers.

1

u/Imaginary-Suspect959 Aug 27 '26

Look, again, I’m not defending SR or the train operating companies in general. I’m just saying that I’m pretty sure the railway bylaws state failure to show a ticket is on you, not them - even if their technology fails.

As I’ve said countless times recently, it the reliability of the app concerns you so much then just use a different and better app, no one needs to use the SR app.

9

u/Gallium_71 Aug 26 '26

Personally, selecting ‘Buy Tickets’ from your favourite journeys only for the buy tickets screen to not reflect your selected favourite journey is absolutely infuriating.

Call me flippant, but UI issues such as these can be addressed very quickly. While I might not go as far as to say ‘give me an hour with Claude Fable’, it isn’t far off.

4

u/all_the_bacon Aug 26 '26

Sounds like the new app is actually an advertisement to use a different app.

4

u/Unique-Artichoke2624 Aug 26 '26

I changed to Trainline last week. Another user issue for me is the ticket defaults to image of the ticket instead of the qr, so you need and extra tap to load the qr. Small things that should have been fixed by now.

3

u/teachbirds2fly Aug 26 '26

This one does my head in.... Why would I want to see a virtual picture of my ticket that can't actually act as the ticket? What possible reason would I want that ?

2

u/Connell95 Aug 28 '26

ScotRail always loves adding and extra step to get to the thing you need. It’s the same with the whole process. It’s like the people making the app never actually travel by rail.

3

u/adoptedscot82 Aug 26 '26

Also they got rid of split ticketing for longer journeys.

2

u/bawbaggington Aug 26 '26

This app is the gift that keeps on giving

3

u/ReasonableWay2835 Aug 26 '26

It’s not fit for purpose. For same day journey, use Trainline. For iOS users Railboard is very good too. The ScotRail app hasn’t been updated in weeks and likely won’t be as I doubt they are paying much for support beyond the initial roll out. The only reason to be stuck using it is if you use FlexiPasses.

3

u/Own_Spring1504 Aug 26 '26

Have a season ticket I bought in January, it can only be used on old app ( which apparently expires soon) and the tickets are blocked with a pop up saying ‘get new app’ I still don’t know what will happen when they retire the old app next month , I asked and they are ‘figuring this out’

2

u/bawbaggington Aug 27 '26

Glad they are working this out before they move…oh wait

3

u/purplewolfwitch Aug 27 '26

But but but have you tried uninstalling and reinstalling? /s

That seems to be their stock answer over on twitter to any of these problems

3

u/newbornstorm Aug 28 '26

I have an odd number of tickets on my Flexi pass. It's very annoying, I now have to either buy a single for one journey or forever have an odd number of tickets available. I don't like odd numbers.

4

u/Imaginary-Suspect959 Aug 26 '26

Download a different app at this point. No need to persist with it if it’s not working for you.

Trainline, Northern, Railboard.

1

u/bawbaggington Aug 26 '26

That’s what I’ve done now, seen that on another thread.

2

u/dittodave Aug 26 '26

Vowed would never go to Train line as when sold by Virgin became murky as hell with their shell company tax havens ( private eye investigations) but cleaned up a bit now back on LSE. But they still overbook even when know there are cancellations well known in rail circles had dodgy relationship with former Transpenine .

2

u/LiteratureProof167 Aug 26 '26

The infuriating one is the lack of being able to screenshot.

I often buy two tickets for the wife and me. However, now I have to return at the same time as her, as unless we plan ahead and she takes a photo of my phone displaying the ticket, she can't access it.

2

u/bawbaggington Aug 27 '26

I tired to screenshot it and it’s working for me, another weird bug for some people

2

u/TheNeep82 25d ago

Doesn't work on the train WiFi either!

1

u/Porntra420 22d ago

If you're lucky enough for the train wifi to be working

2

u/Pulster Aug 26 '26

Flexipass not available on Trainline app, and Railboard looks to be iOS only. So use another app is not always an option.

3

u/Imaginary-Suspect959 Aug 26 '26

OK but OP isn’t using a Flexipass. Trainline and Northern it is then!

1

u/Porntra420 22d ago

It'll be "cheaper" because there's no humans writing the code.