ScotRail apology as passengers unable to book tickets in app launch chaos

ScotRail has apologised for the chaotic launch of its new app, which has left hundreds of passengers unable to book train tickets.

The operator replaced its existing system, provided by Trainline, with an updated ticketing platform for travellers on Thursday morning.

Complaints on ScotRail's social media channels saw a series of issues with passengers being forced to reset account passwords and journeys not appearing in booking searches.

ScotRail said it was working to fix "intermittent technical issues" and said passengers should continue using their old phone app until resolved.

Many people attempting to catch morning trains were frustrated by the processes involved before they could buy tickets.  Passengers on social media branded the roll-out a "shambles" and a "nonsense".

An email earlier this week had warned passengers that they would need the new app to buy tickets from Thursday.  But the app was not made available to download ahead of launch day.

ScotRail Chief Operating Officer, David Ross, told BBC Radio Scotland that issues began when "thousands and thousands of people" attempted to switch to the new app at the same time.

"There were challenges with a bit of a backlog with the sheer volume of people downloading the app this morning," he said.  "There have been some intermittent technical challenges, our suppliers and technical teams are working round the clock to resolve those.  We were doing lots of testing work, working closely with Apple and Google, about when and where in the app store it can be made available."

(BBC article continues)