ScotRail Apologises After New App Launch Leaves Passengers Struggling to Buy Tickets

ScotRail has apologised to passengers after the launch of its new ticketing app descended into chaos, with hundreds of travellers reporting problems booking journeys, accessing their accounts and even finding their local stations.

The new app was launched on Thursday as ScotRail moved away from its previous Trainline-powered ticketing system. However, passengers quickly began reporting a range of technical problems, with many describing the rollout as a “shambles” and a “nonsense” on social media.

The disruption came as thousands of passengers attempted to switch to the new system at the same time, creating a major headache for commuters trying to travel during the morning rush hour.

ScotRail Chief Operating Officer David Ross admitted that the operator had experienced difficulties, blaming a combination of heavy demand and “intermittent technical challenges”.

He said technical teams and suppliers were working “round the clock” to resolve the problems.

📱 Passengers faced a catalogue of problems

The issues reported by passengers appeared to affect almost every stage of the new booking process.

Some customers were unable to log into the new app without resetting their passwords, while others said the reset emails took a long time to arrive.

Even after successfully logging in, some passengers found that their journeys were not appearing when they searched for trains.

Others reported being unable to add or reconnect Railcards, while some said there was no obvious way to save their payment details — leaving them unable to complete ticket purchases.

One particularly frustrating issue involved passengers being told to download the new app when attempting to use the old one, despite ScotRail initially advising customers that the previous app could still be used temporarily.

The operator eventually extended the period during which passengers could use the old app after problems continued.

🚉 Some stations reportedly missing

The problems weren't limited to ticket purchases.

Passengers also reported that some stations could not be found in the new app's journey planner.

One customer complained that their home station of Wick was missing from the station list altogether.

Others reported problems installing the new application, with some Android users being told by Google Play that the new version was already installed when they were unable to access it properly.

There were also complaints that the new app requires iOS 17, potentially leaving travellers with older iPhones unable to use the new system.

💳 Railcards and payment details causing frustration

For regular commuters and passengers with Railcards, the transition has been particularly frustrating.

Some users said they could not link their existing Railcards to their new accounts, while others were unhappy that their payment details did not automatically transfer.

Because the new application is effectively an entirely new system rather than a simple update, passengers have had to create new login credentials and enter payment information again.

For those already travelling to stations or attempting to catch trains, the problems created an additional layer of stress.

🌐 Website problems added to the disruption

The problems weren't confined to the mobile app either.

Some passengers reported that ScotRail's website was also failing to display available trains, meaning travellers were potentially unable to purchase tickets through either digital route.

For a transport operator serving commuters and tourists across Scotland, the timing of the disruption has raised questions about whether the rollout was sufficiently tested before being introduced to the public.

One passenger questioned why ScotRail had chosen to launch such a major system change during the Glasgow 2026 Commonwealth Games, when Scotland is experiencing increased travel demand.

🚨 ScotRail says it is working to fix the problems

ScotRail initially told passengers experiencing difficulties that they could continue using the old app until midday.

However, as problems continued, that deadline was removed.

The company later apologised directly to customers, saying it was working with its technical teams to clear the issues as quickly as possible.

David Ross acknowledged that there had been “glitches” but said such problems could occur during the launch of a new application.

He also said ScotRail would review the rollout and learn lessons from what had happened.

The operator's immediate priority, he said, was making sure passengers had a “smooth and easy” process for purchasing tickets.

🎟️ A major change for ScotRail passengers

The troubled launch comes as ScotRail continues to make changes to how passengers purchase tickets and how the railway tackles fare evasion.

Last month, the operator introduced a minimum £10 fare for passengers caught travelling without a valid ticket, as part of efforts to crack down on ticket dodging.

Scotland's railway network currently has 143 staffed ticket offices and 179 ticket machines, meaning passengers do have alternative ways to purchase tickets while the app problems are being resolved.

However, for commuters who rely heavily on smartphones for planning and paying for journeys, the new app's difficult launch has been a major inconvenience.

💬 What do you think?

The ScotRail app launch has raised a familiar question for passengers: should major digital systems be tested more widely before being rolled out to thousands of customers at once?

With travellers already dealing with busy stations, changing timetables and rising travel costs, many will be hoping ScotRail can resolve the technical issues quickly.

Have you experienced problems with the new ScotRail app? Were you able to book your journey, or did you have to find another way to buy your ticket?