"Freezing" trains between Oban and Glasgow on the West Highland Line, dubbed ’The Polar Express’, could be "dangerously unsafe", passengers warn, as staff "beg" them to complain to state-owned ScotRail.
After 10 years of commuting the route, cold carriages finally snapped music teacher Martin Douglas on January 10, who urged passengers to complain to ScotRail "every time there’s a problem with heating on the train - i.e. every time the outside temperature falls below 10 degrees!"
Many reported "years" of chilling experiences, togging up with thermal undies, sleeping bags, hot water bottles and even electric blankets to keep warm, which you can read about in last week’s paper and online.
ScotRail apologised for the discomfort, saying: "Winter can make heating the first train of the day before departure very challenging.
"Drivers have been briefed on the engine pre-heat function which can help get the engine up to temperature quicker. We continue to look into longer-term solutions and funding options.”
Warm words did not translate into warmer trains the following week, one of the coldest so far this winter. "Utterly freezing," wrote Ann McLachlan on the first 5.17am train to Glasgow on January 18. "-10.4 outside when we left and not much higher inside.
"We never felt any heat for nearly three hours - the whole journey. I was still shaking for about an hour after we left the train. If there had been frail elderly/disabled or very young children this would definitely have been a hypothermia situation.
"These conditions are not only unacceptable but extremely unsafe. We knew it was going to be cold so had wrapped up, but there is only so much you can do with your feet and lower legs!
"Just keep thinking how people with babies, frailty would have coped - there was no warning and we were frozen even wearing full winter gear. The journey posed a serious risk to health and safety. It wasn’t just uncomfortable, it was dangerously cold."
Another passenger, on the later 9am train from Oban, said: "It was Baltic. Painfully cold despite winter clothes. It’s just not acceptable. They shouldn’t be taking money for that service. Train staff begging passengers to complain to ScotRail ref. no heating."
One local commented: "The "fault" as it’s put is unfixable and has been exasperated by the new layout of the carriages. Basically the fans that are supposed to spread the heat are useless and impossible to replace. And because the new layout removed a set of doors by the luggage racks removing insulation exacerbates the situation. Until Network Rail upgrade all the platforms to allow for new rolling stock we are stuck."
Others are now considering a boycott and appeals to the transport minister, Fiona Hyslop MSP. Oban councillors backed calls for improvement.
Councillor Jim Lynch (SNP) said: "I have been approached by several of my constituents who have confirmed the lack of heating is a regular occurrence.
"The current situation is unacceptable and action must be taken now. I have written to ScotRail drawing attention to their Performance and Reliability targets and in particular the section on SQUIRE (Service Quality Incentive Regime) that states ’trains are checked to make there’s a comfortable temperature’."
Councillor Willie Hume (SNP) called the service "appalling". "Footfall is down by about 48 per cent, and will only get worse if investment is not made in the very near future," he said. "The Oban station opened on 30 June 1880. Being a steam train, the heating system was probably better than it is now."
Councillor Luna Martin (Green) said: "It’s not just unfair on the paying passengers who often include young children and babies, but completely cruel to expect the staff just to ’put up with it’. If we want to encourage more people to use greener modes of transport, then they must be up to spec."
Councillor Kieron Green (Ind) added: "The outstanding panoramic views from the line attract people from across the world, and it provides a vital link for residents to travel for work and to access shops and healthcare in Glasgow. It deserves to be given a higher priority for investment in new trains."
Rhoda Grant, Labour MSP for the Highlands and Islands, said: “This is a disservice to everyone involved; locals, tourists and train staff cannot be expected to travel and work in these conditions. Furthermore, trains are frequently used by older and vulnerable members of our communities meaning the reported temperatures could be seriously dangerous on such a long journey.”
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