A government watchdog is investigating ScotRail’s West Highland Line service between Oban and Glasgow - after we highlighted complaints about "dangerously unsafe" temperatures on the three-hour journey.
We reported last month how commuters and visitors travelling on the the "Polar Express" between Scotland’s largest city and ’The Gateway to the Isles’ were togging up in outdoor gear, sleeping bags and thermal underwear while clutching hot water bottles in a desperate bid to keep warm.
After 10 years on the freezing commute, teacher Martin Douglas urged all passengers to flag to ScotRail every time the temperature dipped below 10 degrees.
It triggered an avalanche of customer complaints as train staff admit they had become embarrassed to ask commuters for money to use the service.
We also told how Ann McLachlan measured the temperature barely above freezing during a journey on an early morning service where it was -10C outside.
She added: "If there had been frail elderly/disabled or very young children this would definitely have been a hypothermia situation. These conditions were not only unacceptable but extremely unsafe.
"There was no warning and we were so 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."
Many customers had already abandoned the state-owned train service despite the SNP-Green Scottish Government encouraging more people to take public transport amid the climate crisis.
The Oban Times forwarded readers complaints to local councillors and MSPs, including Argyll and Bute SNP MSP Jenni Minto, Minister for Public Health.
She replied: “I am grateful to those who have raised this issue which I find very concerning. It is so important that public transport is accessible and suitable for everyone, and clearly that is not currently the case due to the conditions experienced on these services.
"I have written to ScotRail and to the Minister for Transport to ask that this is investigated urgently so that steps can be taken to improve these conditions.”
Transport Scotland’s Director of Rail, Bill Reeve, replied to Ms Minto and said people had the right to expect better.
He said: "I sympathise with constituents’ concerns: a cold train journey is not a pleasant experience. This is not the service passengers should expect nor indeed we expect ScotRail, now in public ownership, to provide.
"Whilst this is an operational matter that is best managed by ScotRail and Scottish Rail Holdings (SRH) who manage and oversee ScotRail services on behalf of Scottish Ministers, I have asked my team to investigate.
"ScotRail, through SRH, informs us that the Class 156 trains which are used on the West Highland lines are heated by the excess heat provided by the engine. Understandably, trains do get cold overnight and it can take time for them to heat up, especially in the extreme winter weather conditions which we have recently experienced in Scotland.
"You may wish to note that Transport Scotland currently audits ScotRail under the Service Quality Inspection Regime (SQUIRe). The SQUIRe inspectors undertake a sample inspection of trains and check many aspects including staffing, toilets and train heating.
"The regime states: ’The heating and ventilation systems fitted by the manufacturer in the vehicle should be fully functional and used to provide passengers with a comfortable travelling environment’ and a failure notice will be served on ScotRail if any heating system is not operational or the ambient temperature is less than 16 degrees centigrade or more than 23 degrees centigrade.
"I have made my SQUIRe team aware of your constituent’s concerns and asked them to prioritise inspections of rolling stock operating on the West Highland line.
"Additionally, SRH officials have assured me that ScotRail is looking into solutions which could improve on-board temperatures for the passengers travelling on these trains and my colleagues here at Transport Scotland will monitor progress with this."
But passengers should not expect a warmer journey any time soon, ScotRail told us.
After passengers warned of "hypothermia", we twice asked ScotRail if there is nothing it can do to raise temperatures in case another cold snap hits.
ScotRail safety director David Lister said: "We continue to look into longer-term solutions and funding options which could improve on-board temperatures for our passengers.”
A ScotRail spokesperson added this week: "I can’t help but feel there is a failure to understand the response we have already provided on this issue. While I would like to be able to give you a different response, I’m afraid it doesn’t change if people just keep asking the same question. A longer-term solution by its very definition, means longer-term. That doesn’t mean tomorrow."
Despite travellers who book and board the train having a right to expect it to be above 16 degrees centigrade, it looks like they will continue to suffer if using the service.
We asked ScotRail whether they are warning customers about the heating situation on its early morning train from Oban.
ScotRail responded: “We provide information on any adverse weather that will have an impact on services. If that happens to be extremely cold temperatures, we don’t think customers need to be told how to dress for that weather.”
The price of a ScotRail ticket for the 5.17am train on Wednesday, when the forecast was 1°C, cost £20.10, going one way from Oban to Glasgow. A return at 5.20am on Thursday, when the forecast was -2°C, cost £44.50.
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