1 scotrail sleeper  by Phil Marsh

First ScotRail fined for performance in final year of franchise

Published: 17th August 2015

Strictly SQUIRE – Service Quality Incentive Regime penalty

In its final year running the previous ScotRail franchise, First was fined a total of £576,000 under the performance regime, an increase of £127,000 on the year before.

Announcing this on 14 August, the Scottish Government’s agency Transport Scotland said that there had been improvements including graffiti on stations and shelters but increased penalties reflected other areas such as train cleanliness and train graffiti.

Above average but below par

Transport Scotland pointed out that First ScotRail performed better than the average for UK train operators in the 2015 National Rail Passenger Survey published in Spring 2015.

First Group was reported by BBC Scotland as pointing to the customer satisfaction figure of 87 per cent in the survey, adding that First ScotRail had been named as Rail Operator of the Year on three occasions. In 11 years, First ScotRail had invested more than £82 million and delivered improvements with an increase of 34 per cent in passenger numbers.

They said:

Scotland’s Minister for Transport and Islands, Derek Mackay MSP, described the Service Quality Incentive Regime (SQUIRE) as one of the most rigorous and effective methods of performance assessment for any rail franchise in the UK. He expressed his confidence that the system of penalties and rewards proved effective in driving up standards.

“Transport Scotland are continuing to work with the new franchise holder to ensure that these high standards are upheld, that management are focussing on addressing the issues that are most important to the public, and that we continue to run a safe, clean and reliable rail service across the whole of Scotland,” Mr Mackay added.

The agency said that the annual comparison was not exact because the normal reporting year for SQUIRE ran from June to June but adjustments were made to take account of the fact that the final year of the First ScotRail franchise was for the 12 months beginning 1 April 2014.

First ScotRail handed over to the new ScotRail franchise run by Abellio after 31 March 2015 and this was the final message from FirstGroup:

Commenting, FirstGroup Chief Executive Tim O’Toole said:

“We are immensely proud to have operated Scotland’s railways for the past 11 years, and to have delivered unmatched levels of service and quality. Since 2004, First ScotRail has invested more than £82 million in Scotland’s railways, delivering increased frequencies, upgrades to trains and stations and increasing the number of passengers by 34%. I would like to take this opportunity to thank our passengers for their support and custom.

“We will be handing over Scotland’s railways in a very strong position. Passenger numbers are at an all-time high, with more than 86 million passenger journeys being made in the last year, and satisfaction is at record levels of over 90% in the latest National Rail Passenger Survey - eight points higher than the national UK average, and six points higher than when we took over the franchise.

Punctuality has also risen from 84% in 2004 to a record high of 95% today. Our achievements have been recognised by the industry as we have been awarded the title of Rail Operator of the Year three times in the last six years.

“Above all, I am most proud of the team, led by Steve Montgomery, and all of our employees at First ScotRail for achieving these goals. I would like to thank them for their commitment and dedication in delivering the highest standards of service for passengers.

“We are working hard with the new franchisees to ensure a smooth transition for everyone as they prepare to take on the responsibility of running Scotland’s railways. We wish employees, partners and passengers of the new franchise every success for the future.”

And the trams are doing well….

Meanwhile, it has been reported that in 2014, Edinburgh Trams lost almost £450,000, but this was less than expected due to higher than predicted numbers of passengers. It is estimated that the trams, which started public service at the end of May 2014, will take three years to make a profit.

External Links

Liverpool street station in the UK at rush hour

Help and advice with train travel in the UK

Train travel in the UK should be a pleasure, not a headache. So if you’re taking a train on the UK railway, start your journey here. We’ve lots of hints, tips and advice to help you find your way around, travel smoothly and arrive in style by train.

Read more

eurostars passing at 375mph from the drivers seat in france


Welcome to our #railchat page. Our #railchat discussions take place over on Twitter, with our resident expert Phil Marsh. If you would like to get involved, please do join us, and use the dedicated hashtag #railchat. See our previous discussions below:

Read more

Old steam train in Shanty Town Museum

Locomotives & Engines

Our rail network would be nothing without them. From Stephenson's Rocket to British Rail Class 92 and beyond, explore the facts, information and anecdotes behind the steam, diesel and electric locomotives that built the age of the train.

Read more


Latest Tweets


Edinburgh Castle

Edinburgh to London Kings Cross by Train

Book in advance with redspottedhanky.com and save 85% advanced bookings.

From £21.00

Buy now

Millenium Dome, London

Birmingham New Street to London Euston by Train

Book in advance with redspottedhanky.com and save 92% on advance bookings.

From £6

Buy now

You may also like...



Follow us on Twitter and become part of our rail community!



redspottedhanky.com is the easy way to buy cheap train tickets online.



Control your business fuel costs with a supermarket fuel card – free to apply, no ongoing account charges and no monthly minimum spend.