ScotRail apologises as customers face issues with 'shambles' new app

ScotRail has apologised to customers after many encountered issues when switching to its new app on Thursday.

The rail operator launched a new website and app in a bid to make customer journeys more seamless.

However, many have taken to social media to complain of issues with the app while trying to purchase tickets.

ScotRail said in a statement that customers experiencing issues can continue to use the old ScotRail app to purchase tickets until midday.

Customers have also faced issues with the old app.

One wrote: “Can’t access my season ticket in my old app. I go to present my QR code, a pop-up appears to “download the new app” or “go to my tickets”.

“Select ‘go to my tickets’ in order to make the pop-up go away, and it closes the season ticket. Shambles.”

Another said: “You can’t buy tickets on the old app. A perpetual loop taking you to My Tickets, then looping to download the new app! Ridiculous.”

Another wrote: “This is an absolute joke. So now not only are you not able to get onto the new app, but when trying to use the old one, it fires off an alert for the new app or tickets, and when clicking on your active tickets, it then fires off another alert blocking the QR code.”

ScotRail said in a statement: “We’re sorry for the delay to anyone switching their ScotRail app today.

“We are working with our technical teams to clear this as quickly as possible, and we apologise for the inconvenience.

“Customers who are having issues can continue to use the old ScotRail app to purchase tickets until midday.”

ScotRail previously said the change was part of its ongoing work to make your customer experience “simpler, faster, and more reliable” and described them as “straightforward”.

Passengers were urged to get a new password in the new app by clicking forget password but many have been unable to do so.