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

ScotRail has apologised for the chaotic launch of its new app, which 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 there were some "challenges" and "technical problems", but these issues had been resolved by the evening.

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's 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 [were] 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."

Passengers have contacted the BBC and posted on social media, listing a series of different problems with the new app. Some of the issues include:

Railcard and payment details

• "Did change password but cannot link my senior railcard and nowhere to add payment to card details. In other words unable to buy a ticket using the app."
• "Have you seriously launched a new app that doesn't store someone's card payment details? This needs sorting urgently."

Installing the new app

• "Unable to install the new version because Google Play notifies that the new version is already installed. Can't understand why ScotRail did not do a control rollout to a selected area to resolve usage problems."
• "You didn't warn us that the new app has higher system requirements and needs iOS 17. What are travellers with older iPhones supposed to do?"

Booking tickets

• "I have reset my password but the trains are not coming up on the new app when trying to book a return ticket for tomorrow."
• "Can't imagine why ScotRail decided to update the app during the Glasgow 2026 Commonwealth Games. Having travelled from New Zealand this is another level of complexity."

Missing stations

• "New app has not got my home station Wick on the Station list."

Continuing to use the old app

• "You can't access the old app to buy tickets despite ScotRail saying it is available. Rolling this out in one day had disaster written all over it."
• "Unable to book tickets with either old or new app."

Travellers attempting to buy tickets using the old app were prompted to visit the app store on their Apple or Android device to download the new version.

It is an entirely new app - not an update - and requires a new password and payment details to be added.

Before logging in, passengers also needed a password reset email, but many reported long delays before this appeared in inboxes.

For travellers who were eventually able to log in, their journeys simply did not appear when they attempted to search for trains.

The ScotRail website booking system also failed to show available trains.

Early on Thursday morning, the operator told passengers they could continue using their old app to buy tickets until midday.

This deadline was later removed as problems continued.

David Ross said the issues with finding trains and buying tickets were caused by "background infrastructure challenges" with the move from the Trainline booking platform.

He added: "Glitches is a reasonable way to describe it, it is what you would expect with any new app launch.

"Obviously we'll review everything we've done and learn any lesson that we need to.

"Our focus at the moment is ensuring customers have as smooth and easy a process as possible to buy tickets with us."

The new app rollout comes after Scotrail last month began charging a minimum £10 fare for ticket dodgers in a bid to crack down on passengers boarding a train before paying.

There are 143 staffed ticket offices and 179 ticket machines at ScotRail stations across the country.