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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 31 March 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 | 97.6 | 95.7 | 89 |
| First ScotRail South West | 92 | 95.5 | 93.1 | 89 |
| First ScotRail Highland | 92 | 97.7 | 95.8 | 89 |
| First ScotRail East | 90 | 94.3 | 90.9 | 87 |
| First ScotRail Central | 90 | 94.8 | 92.5 | 87 |
| Caledonian Sleepers | 99 | 88.4 | 89.1 | |
| Strathclyde PTA | 94 | 95.6 | 93.5 | 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 | 99.7 | 99.2 | 98.5 |
| First ScotRail South West | 99.0 | 99.1 | 99.0 | 98.0 |
| First ScotRail Highland | 99.5 | 99.1 | 99.1 | 98.5 |
| First ScotRail East | 99.0 | 99.3 | 98.9 | 98.0 |
| First ScotRail Central | 99.5 | 99.4 | 99.3 | 98.5 |
| Caledonian Sleepers | 99.0 | 96.4 | 99.5 | |
| Strathclyde PTA | 99.0 | 99.5 | 99.0 | 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.
All services from 21/03/2008 - 24/03/2008 are excluded
| First ScotRail Express | ||
| 05/03/2008 | Edinburgh-Falkirk-Glasgow | Bridge struck by road vehicle |
| 14/03/2008 | Edinburgh-Falkirk-Glasgow | Public disorder |
| 21/03/2008 | Glasgow/Edinburgh-Inverness | Debris on track |
| First ScotRail South West | ||
| 27/03/2008 | Glasgow-Stranraer | Vandalism |
| First ScotRail East | ||
| 05/03/2008 | Edinburgh-Newcraighall | Bridge struck by road vehicle |
| First ScotRail Central | ||
| 31/03/2008 | Glasgow-Falkirk Grahamston-Edinburgh | Vandalism |
| Strathclyde PTA | ||
| 07/03/2008 | Glasgow - Hamilton / Motherwell / Coatbridge Central / Lanark | Security alert |
| 20/03/2008 | Argyle Line | Severe weather conditions |
| 24/03/2008 | Glasgow - Ardrossan/Largs/Ayr | Passenger illness |
| 24/03/2008 | Glasgow - Wemyss Bay / Gourock | Passenger illness |
| 24/03/2008 | Glasgow - Barrhead / Kilmarnock / Auchinleck / New Cumnock | Security alert |
| 31/03/2008 | Glasgow - Barrhead / Kilmarnock / Auchinleck / New Cumnock | Passenger illness |
| 31/03/2008 | Glasgow - Hamilton / Motherwell / Coatbridge Central / Lanark | Passenger illness |
| 31/03/2008 | Glasgow - East Kilbride | 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.