ScotRail has apologised after customers were left in chaos following a bungled new app rollout across Scotland.
New app launch plagued by problems
The rail operator switched from its previous Trainline-powered booking platform to a new official app and website on Thursday. The new system was immediately hit by technical problems, with frustrated customers reporting they were locked out of their accounts.
Users have also reported password reset emails failing to arrive, being unable to log into their accounts and, in one case, paying for a ticket that never appeared in the app. Commuters branded the app "a shambles" and took to social media to complain.
One passenger claimed: "Just purchased a ticket, money gone from my account. Ticket not there. I need to get to work and that was my last fiver till payday tomorrow."
Another wrote: "The transition of changing over from old app to new app is appalling. Despite six attempts still no email to allow me to reset password."
Customer frustration mounts
A third added: "It's a shambles. No one is receiving the renew password email." Another frustrated passenger questioned whether the system had been properly tested before launch, writing: "I can't use the old one, it has started asking me to login. I've then done the password reset and then it says invalid. Barriers should be opened for on-train purchase. This is a shambles. Any testing actually done?"
One customer posted: "This is just not good enough. No doubt the new app has cost us, the customer, a fortune. We deserve better. You need to do much better. Shockingly bad."
ScotRail responds and extends old app access
ScotRail has said they have temporarily extended access to its old app until midday while engineers worked to resolve the issues. Responding to the mounting criticism, ScotRail said: "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."
Ahead of the launch, ScotRail warned customers they would need to reset their password the first time they logged into the new app or website. It also advised passengers to download any tickets bought before the switch, as they could not be transferred to the new platform, although they remain valid in the old app until it is withdrawn later this year.
