Scotrail faces ongoing app issues after 'shambles' launch

Train passengers are reporting ongoing issues with Scotrail’s new app, after its launch last week was branded a “shambles”.

Scotrail launched a new website and app last Thursday in a bid to make customer journeys more seamless.

But many took to social media to complain of issues with the app while trying to purchase tickets.

The rail operator apologised for the technical problems faced by passengers following the launch.

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

However, people are still reporting ongoing issues with the new app on social media, including purchasing and activating return tickets and season passes.

Issues have persisted with ScotRail's new booking app — Issues have persisted with ScotRail’s new booking app ScotRail

Customers shared their complaints about buying return journey tickets using the new app on social media website X.

One post read: “I’m unable to activate my open return journey in the new app. The outbound journey activated fine. The return activate button is greyed out and unelectable.”

“Although I select a return fare, it keeps defaulting back to 2 singles and trying to charge me two single fare tickets,” another said.

A third wrote: “Still can’t buy an Edinburgh to Glasgow day return with a Railcard. It still shows the much more expensive two singles price.”

Others reported issues with QR codes, with one customer saying: “The QR code provided on your new app for a return journey just doesn’t work.

Some users also complained about difficulties buying and using season tickets through the app.

“I can’t buy my flexi season weekly ticket on the new app with Young Scot card,” one post read. “It says ‘this operation couldn’t be completed.'”

Some customers have reported issues using the new Scotrail app Adobe Stock

A second wrote: “I’m unable to use my monthly season ticket at all now. It just keeps asking and failing to activate.”

A third commented: “I purchased a monthly ticket and have been using the old app. I now have a message pop up on the old app when I go onto my ticket to use the new app.

“I downloaded the new app and my ticket hasn’t transferred over.”

More than 220,000 people downloaded the app on July 30.

The app struggled to handle the number of people attempting to download it at the same time.

Passengers were also urged to get a new password in the app but many found it took a while to set up.

Claire Dickie, ScotRail Commercial Director, said: “We recognise that some customers experienced genuine technical problems when the new app launched, and we are sorry for the frustration this caused.

“Most of the initial issues have now been resolved, and customers are using the app in large numbers to plan journeys and buy tickets.

“We are continuing to work with our suppliers to address the remaining issues, and are supporting affected customers directly.

“We will keep monitoring feedback closely and make further improvements wherever they are needed.”

Passengers were warned they had until midday on launch day to switch to the new app, but the deadline was scrapped due to a number of technical issues.