Date lodged: 22 November 2016
To ask the Scottish Government how many complaints Abellio Scotland has received each month, broken down by category of complaint, and how this compares with the each of the 12 months prior to Abellio taking over the franchise.
Answered by: Humza Yousaf 6 December 2016
The number of complaints Abellio ScotRail receives each month, broken down by category of complaint is not held by the Scottish Government. As part of ScotRail’s four weekly Franchise Performance Report, details of ScotRail complaints per 100,000 passenger journeys has been provided covering Rail Industry Period 1 to 7 (2016-17). At Period 7, the Moving Annual Average (MAA) is 28.2 per 100,000 passenger journeys (0.03%).