Caledonian Sleeper Services

– in the Scottish Parliament at on 14 January 2020.

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Photo of Colin Smyth Colin Smyth Labour

2. To ask the Scottish Government what its response is to reports that complaints about Caledonian sleeper services have increased by 221 per cent. (S5T-01953)

Photo of Michael Matheson Michael Matheson Scottish National Party

It is well documented that the 2019 introduction of the new Caledonian sleeper carriages was difficult for the operator and passengers. The manufacturer—CAF—did not provide sufficient vehicles in a service-ready state to allow for full service introduction.

The increase in complaints is related to last year’s summer period, when new trains had reliability problems and the 1970s and 1980s rolling stock was in continued use on some routes. The vast majority of the rise in complaints was related to on-train quality issues that are being resolved. The Scottish Government continues to monitor Caledonian sleeper services closely. A performance improvement plan is being implemented following below-target performance and it is working well—we are already seeing performance improvement as a result.

Photo of Colin Smyth Colin Smyth Labour

The cabinet secretary referred to the improvement plan for Serco Caledonian Sleepers. Given the failure of multiple improvement plans on the ScotRail franchise, why should anyone have any faith that this improvement plan will work? The Government has accepted that the Abellio ScotRail franchise that it awarded has failed. Is it not the case that the Government also got it wrong when it awarded this franchise?

Photo of Michael Matheson Michael Matheson Scottish National Party

Colin Smyth is confusing two different things. The complaints relate to service provision on the Caledonian sleepers. The improvement plan does not specifically relate to service provision, but to wider issues around the Caledonian sleepers, including punctuality.

The member will recognise that the data that was published last week for the autumn period showed a significant improvement in ScotRail services and their punctuality, which was a direct consequence of the remedial plan that was put in place.

However, the improvement plan in this matter does not relate to complaints about on-service matters. It is about punctuality and wider issues in the service, and is to make sure that there are improvements, which we are already starting to see happen.

Photo of Colin Smyth Colin Smyth Labour

It is still not clear how that improvement plan will work, when previous improvement plans that were instigated by the Government and our rail services failed miserably.

The reality is that complaints are up by 221 per cent and the performance level today—not in the summer—is closer to breach than to target on the Serco services. Emergency exit windows recently would not open; trains are overshooting platforms; services were introduced a year late in the north of Scotland; and staff are walking out due to high stress levels and workload.

Surely the cabinet secretary accepts that the current service is not good enough? Will he apologise to the passengers who are putting up with an inferior sleeper service?

Photo of Michael Matheson Michael Matheson Scottish National Party

I reiterate that the purpose behind improvement plans is to see improvements, and we are already seeing improvements in punctuality and in wider service provision. Alongside that, there is a reduction in the level of complaints from passengers about on-board service provision, as a result of actions that have been taken to close out some technical issues on the new rolling stock. The overall picture is one of improvement, which I very much welcome. I recognise that staff are working very hard to address the deficiencies and challenges that are associated with the introduction of new rolling stock. The focus is on making sure that the improvements are sustained and will continue.

Photo of Jamie Greene Jamie Greene Conservative

This iconic service has the potential to improve tourism business and connectivity and help us to meet our climate objectives. It is clear that there are problems and that many customers are unhappy with both the recliner and cabin services. Given that the trains may be around for decades, what conversations has the cabinet secretary had with the current operator on the potential for improvements or retrospective upgrades to the CAF fleet, that may be able to be installed to improve the passenger experience? Has the operator shown any desire or willingness to engage in retrospective upgrades to the service that may make more customers happier and more likely to recommend it to others?

Photo of Michael Matheson Michael Matheson Scottish National Party

A range of work is being undertaken. I have engaged not only with Serco but with CAF senior executives on those matters and the specific problems that have been experienced with the introduction of the new rolling stock. A range of measures are being taken forward as a result, including a rolling programme of retrospective technical work on the new rolling stock by CAF to close out on-going issues that have had an impact on the passenger experience. Good progress has been made on that matter, according to Serco Caledonian Sleepers. It expects that work to be completed in the next couple of months, which will ensure that all the technical issues that have had an impact on the passenger experience will have been closed out. Alongside that, it has taken the opportunity to review a number of the arrangements that it has in place, such as for cleaning and laundry services, and that has also resulted in improvements. The picture over the past couple of months is one of improvement and the focus must be on making sure that that is sustained and built on.

Photo of Stewart Stevenson Stewart Stevenson Scottish National Party

I had occasion to use the Caledonian sleeper when I travelled south on 23 October and returned the following day. There was a bit of alarm on my part when one of the services arrived 22 minutes early, because I thought that I had done something wrong. Will the cabinet secretary join me in congratulating the staff on board the Caledonian sleepers? I found the on-board service to be beyond complaint. The breakfast was absolutely magnificent, and I know that other passengers on those two journeys shared my delight at the new service.

Photo of Michael Matheson Michael Matheson Scottish National Party

Stewart Stevenson’s experience is a very good advert for using the Caledonian sleepers. It is important that we recognise the progress that is being made. It might be of interest to members that, since action has been taken to address a number of issues, there has been an increase in sales and train occupancy levels continue to grow. Since the new year, the number of bookings for forward sales on the Caledonian sleepers has been at record levels. Yesterday, there were the highest ever daily sales figures for the Caledonian sleepers, which is very encouraging, and there has been a particular increase in the number of international bookings being made for the services.

Since the introduction of the new trains in October, journeys have increased by 20.8 per cent compared with the same period in the previous year.

There is a real appetite to make use of the service, and it is attracting new people. We want to ensure that the service is of the highest possible standard and that it complies with the provisions that are set out in the franchise agreement. The focus is on achieving that. The figures of late demonstrate that the improvements that we have seen in recent months are starting to reap benefits.

Photo of John Finnie John Finnie Green

We all want everyone to enjoy the same experience that Mr Stevenson enjoyed. Personally, I would like to see that happen in the public sector rather than with that particular pernicious company.

As of this morning, there are on-going issues with the doors to the berths not opening. It takes multiple attempts to get people in, and people get shut in and shut out. The cabinet secretary will be aware that the emergency exit windows are locked, which has already been alluded to. We are assured that the windows themselves are not a primary means of egress during an emergency but, coupled with the problems with the doors, they represent a significant health and safety risk. When will those issues be rectified?

Photo of Michael Matheson Michael Matheson Scottish National Party

That relates to the work that Serco Caledonian Sleepers is taking forward with CAF and that is expected to be completed over the next couple of months. It is important to reassure members that the Office of Rail and Road has oversight of any actions taken by Serco Caledonian Sleepers relating to safety matters on the vehicles. My understanding is that the ORR is satisfied with the actions that are being taken to address the issue with the emergency windows, to which John Finnie referred. The ORR has responsibility over the safety arrangements on the Caledonian sleeper. The ORR must be satisfied with the actions that are taken, and my understanding is that it is satisfied with the measures that are being put in place.

Photo of Angus MacDonald Angus MacDonald Scottish National Party

I welcome the measures that are being taken to speed up the handling of complaints. Given that there has continued to be an increase in sales for the service, as the cabinet secretary said in his response to Stewart Stevenson, will he outline what steps are being taken to ensure that on-board service conditions and quality are maintained?

Photo of Michael Matheson Michael Matheson Scottish National Party

Specific measures that are being taken forward include Serco Caledonian Sleepers’ work with its staff to continue its operational excellence training programme, which was agreed with the trade unions. Additional on-board staff have been recruited to manage the transition to the new fleet. As I mentioned, work is being done with the manufacturer, CAF, to close out any residual on-train defects. That work is expected to be completed in the next couple of months.

Additionally, since the introduction of the new trains, Serco Caledonian Sleepers has been reviewing some aspects of its supply chain, including catering and cleaning supplies. We have seen the positive impacts of that work. Alongside that, Serco Caledonian Sleepers is engaged directly with Transport Scotland’s service quality incentive regime—SQUIRE—which is the inspection team. It is using the team’s feedback to continue to focus on areas of improvement.