SCOTRAIL has received thousands of complaints relating to its new mobile app since its chaotic rollout in July, The National can reveal.
The figures come as problems with the app continue more than six weeks after its introduction, with ScotRail forced to apologise again on Monday after customers faced issues purchasing tickets.
Figures obtained by The National under freedom of information laws reveal ScotRail had received 3141 complaints classified as relating to the app by August 9 – just 10 days after it launched.
The app has been plagued by technical issues since its release on July 30.
The new platform was introduced to replace ScotRail's previous booking system, which was supplied by Trainline.
However, customers immediately reported a string of problems, including being unable to log in, activate or purchase tickets and some rail services failing to appear.
Thousands of passengers attempted to download and access the app on its first morning, with ScotRail later saying the system had become overloaded.
The operator initially told customers experiencing problems that they could continue using its previous app until midday.
However, many passengers said they had already deleted the old version after downloading its replacement and could no longer reinstall it after it was removed from app stores.
The decision to allow only a short crossover period between the two apps was criticised, with customers questioning why no grace period was initially implemented where both apps could be used while bugs were ironed out.
ScotRail eventually delayed the deactivation of the previous app.
David Ross, ScotRail's chief operating officer, apologised at the time and said staff were working "flat out" with the operator's supplier to resolve the technical problems.
He said: “I know this has been a frustrating day for some customers and I want to thank them for their patience while our teams work hard to get things up and running.”
Problems with the platform appear to have persisted in the weeks since.
On Monday morning, The Herald reported that customers were again experiencing difficulties buying tickets through the app, with purchases failing while pending transactions appeared on their bank accounts.
At the time of the app's launch, passengers were also warned that not all information held on the previous platform would transfer automatically and users would have to reset their passwords when logging in for the first time.
ScotRail said ahead of the switchover that the new app and website would provide its new digital ticketing system, with future ticket purchases made through the platform.
A ScotRail spokesperson said: "We are sorry to customers who have experienced issues with the new app, and understand the inconvenience caused.
“We have been working closely with SilverRail to resolve the issues identified, and ensure that customers have the best possible experience when travelling with ScotRail.
“Almost 800,000 people have successfully accessed the app and used it to support their journey on our trains since it launched.
“Everyone at ScotRail is committed to ensuring the app delivers for our customers, and to keep making further improvements in the coming months.”
