About First ScotRail
First ScotRail is a member of FirstGroup plc, Britain's leading transport provider. We operate 95% of passenger rail services in Scotland, providing 2000 services a day. First ScotRail also operates all but 3 of Scotland's 344 passenger stations, of which 142 are staffed.
For further details of the full range of businesses that First operates, please check online at www.firstgroup.com or pick up a leaflet at any of our staffed stations.
Performance Standards
4 weeks ending 13 September 2008
First ScotRail has set standards for the punctuality and reliability of services based on the seven Service Groups outlined below:
Punctuality
Punctuality figures shown are the percentage of trains arriving within 10 minutes of scheduled arrival time for Express, South West and Highland service groups, within 5 minutes of scheduled arrival time for East, Central, and SPTA service groups, and within 30 minutes for Caledonian Sleeper services.
| Service Group | Target % | Last 4 weeks % | Last 12 months (actual) | Last 12 months (trigger) |
| First ScotRail Express | 92 | 93.1 | 96.4 | 89 |
| First ScotRail South West | 92 | 93.2 | 94.5 | 89 |
| First ScotRail Highland | 92 | 93.3 | 95.9 | 89 |
| First ScotRail East | 90 | 88.0 | 92.0 | 87 |
| First ScotRail Central | 90 | 88.7 | 93.7 | 87 |
| Caledonian Sleepers | 99 | 80.8 | 87.7 | |
| Strathclyde PTA | 94 | 87.9 | 93.2 | 91 |
Reliability
Figures are the percentage of trains actually run.
| Service Group | Target % | Last 4 weeks % | Last 12 months (actual) | Last 12 months (trigger) |
| First ScotRail Express | 99.5 | 99.3 | 99.3 | 98.5 |
| First ScotRail South West | 99.0 | 99.3 | 99.1 | 98.0 |
| First ScotRail Highland | 99.5 | 98.9 | 99.2 | 98.5 |
| First ScotRail East | 99 | 99.5 | 99.1 | 98.0 |
| First ScotRail Central | 99.5 | 99.6 | 99.5 | 98.5 |
| Caledonian Sleepers | 99 | 100.0 | 99.5 | |
| Strathclyde PTA | 99 | 99.1 | 99.1 | 98.0 |
Exclusions
The following are excluded from Punctuality and Reliability performance figures: Bank Holidays, Sundays, days when season tickets have been given extensions because delays and cancellations meant no effective service was provided, and days when disruption was caused by extreme incidents beyond the control of the railway industry.
| First ScotRail Highland | ||
| 13/10/2008 | Aberdeen-Inverness | Vehicle striking bridge |
| First ScotRail Express | ||
| 25/10/2008 | Glasgow-Falkirk-Edinburgh | Passenger disorder |
| 08/11/2008 | Glasgow-Falkirk-Edinburgh | Vehicle striking bridge |
| First ScotRail South West | ||
| 05/11/2008 | Glasgow-Ayr-Stranraer | Animal on track |
| First ScotRail East | ||
| 13/10/2008 | Edinburgh-Dunblane | Passenger disorder |
| 28/10/2008 | Fife Inner Circle | Power outage |
| 08/11/2008 | Fife Outer Circle | Vehicle striking bridge |
| 08/11/2008 | Edinburgh-Bathgate | Vehicle striking bridge |
| 08/11/2008 | Fife Inner Circle | Vehicle striking bridge |
| 08/11/2008 | Fife OuterCircle | Passenger illness |
| Strathclyde PTA | ||
| 15/10/2008 | Glasgow-Cumbernauld | Vehicle striking bridge |
| 15/10/2008 | Motherwell-Cumbernauld | Vehicle striking bridge |
| 20/10/2008 | North Clyde | Passenger illness |
| 20/10/2008 | Glasgow-East Kilbride | Severe flooding |
| 20/10/2008 | Coatbridge Line | Severe flooding |
| 20/10/2008 | North Clyde | Severe weather |
| 20/10/2008 | Argyle Line | Severe weather |
| 24/10/2008 | North Clyde | Trespass on line |
| 24/10/2008 | Glasgow-Ayr | Trespass on line |
| 25/10/2008 | Glasgow-Gourock/Wemyss Bay | Severe weather affecting sea wall |
| 25/10/2008 | Glasgow-Ayr | Severe weather affecting sea wall |
| 25/10/2008 | Glasgow-Ardrossan/Largs | Severe weather affecting sea wall |
| 25/10/2008 | Glasgow-Gourock/Wemyss Bay | Severe flooding |
| 25/10/2008 | South Clyde | Severe weather |
| 25/10/2008 | Glasgow-Cumbernauld | Severe flooding |
| 25/10/2008 | Motherwell-Cumbernauld | Severe flooding |
| 27/10/2008 | Argyle Line | Vandalism |
| 27/10/2008 | Motherwell-Cumbernauld | Vandalism |
| 01/11/2008 | Glasgow-Cumbernauld | Vandalism |
| 03/11/2008 | Argyle Line | Suspicious package investigated |
| 07/11/2008 | Glasgow-Paisley Canal | Passenger alarm activated |
| 08/11/2008 | South Clyde | Passenger illness |
Discounts for Season Ticket holders
A 5% discount will be given when you renew your monthly or longer season ticket (subject to the conditions as stated in the Charter) if the cumulative figure (average over the last 12 months) falls below the trigger figure (shown in brackets) for your service group. If both Punctuality and Reliability cumulative figure falls below the trigger shown, 10% discount will be given. Details of discounts currently due are shown below:
| Service Group | Discount |
| First ScotRail Express | 0% |
| First ScotRail South West | 0% |
| First ScotRail Highland | 0% |
| First ScotRail East | 0% |
| First ScotRail Central | 0% |
| Caledonian Sleepers | 0% |
| Strathclyde PTA | 0% |
Season Ticket Extensions
Extensions may be available on renewals if you hold an season ticket for a period during which, on a given date, there was no service provided on your route.
There are currently 2 days season ticket extensions applicable on all routes to season tickets of eleven months and over.
Void Days
Void days are complete days when no service was available. There were no void days during this period.