ScotRail train transfer issues at Inverness station to be tackled by software update after Highlands and Islands Scottish Green MSP Ariane Burgess highlights problem
Frustrated rail passengers transferring between trains in Inverness will soon enjoy a more hassle-free experience – in a move championed by a local MSP.
Ariane Burgess, a Scottish Green MSP for the Highlands and Islands, had called for ScotRail to upgrade its ticketing software after reports of passengers experiencing problems when moving between platforms while transferring trains.
Previously, passengers who bought tickets through the ScotRail app were not allowed to ‘break’ their journey - which meant that those needing to change trains to complete their trip could find the Inverness ticket gates barring their way in the mistaken belief the ticket had already been used.
Although most of the station’s seven platforms are behind the same set of ticket gates, platforms 1 and 2 - which handle a lot of Highland mainline traffic as well as the Caledonian Sleeper - are accessed via a separate set to those used when travelling from platforms, 3, 4, 5 and 6.
This meant passengers passing through one set and looking to then access the other could find the software flagging their ticket as having been used and barring them from passing through.
Affected passengers had to then flag their ticket to on-site staff to manually let them through the barriers - adding extra stress, especially if transfer times were short or the first train was running late and little time was left to board the second.
Ms Burgess had written to ScotRail in response to passengers’ concerns. She had also highlighted issues with the route guiding software, which has resulted in some services that go via Inverness not showing as options when people plan their journeys via the app. This has further complicated travel plans for many commuters.
And she was delighted when the rail operator acted on these long-standing issue.
In response to Ms Burgess's advocacy, ScotRail has confirmed that Cubic, the provider of the ticket gates, will implement a software update in the coming months. This update will allow passengers to use their tickets to exit at platform one and enter the other one without station staff having to let them through.
Ms Burgess said: "I am pleased that ScotRail has acknowledged the issues faced by rail commuters at Inverness Station and has committed to upgrading the ticketing software.
“This will significantly improve the travel experience for all rail users who need to change platforms at Inverness. I look forward to seeing these changes implemented and a more streamlined travel experience for everyone."
Ms Burgess said this result highlighted her “dedication to improving public transport infrastructure” and ensuring a better travel experience for her constituents. The upcoming software update is expected to alleviate the frustrations of many rail users and enhance the overall efficiency of Inverness’s station.
