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ScotRail has admitted to significant difficulties following the rollout of its new ticket booking app on Thursday morning, which caused widespread problems for passengers attempting to purchase train tickets. The new platform replaced the previous system managed by Trainline, but its launch was marred by technical glitches that prevented many users from completing bookings. Complaints surged on social media, with reports of passengers being forced to reset their passwords and journeys failing to appear in search results within the app.
Prior to the launch, ScotRail notified passengers via email about the new app, but it was only made available for download on the morning of the rollout. Many travellers trying to buy tickets for their morning commutes experienced frustration due to complicated and unreliable processes. On social media, users criticized the deployment as a “shambles” and described it as “nonsense,” with several people voicing their difficulties publicly.
Users have highlighted numerous specific issues with the new application. Problems ranged from an inability to link railcards and add payment information, to installation troubles where some devices would not recognize the new app properly. Users also reported missing stations, such as Wick, from the station list, and difficulties finding trains when searching for journeys, especially return trips. Furthermore, despite ScotRail’s advice to continue using the old app until midday, customers found themselves unable to access the older version to make purchases.
ScotRail acknowledged the situation and assured customers that their technical teams were actively working to fix the app-related problems. The transition to the new app requires a completely new login, including password resets and re-entering payment details, which contributed to delays and confusion. Many passengers experienced significant waiting times for reset emails, and even those able to log in often could not see available trains. The issues extended beyond the app to the website booking system, which also failed to display train options. In response, ScotRail issued an apology for the disruption and urged affected users to remain patient while solutions were being implemented
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