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

ScotRail has apologised for the chaotic launch of its new booking app, which has 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 it was working to resolve the issues and said passengers should continue using the old phone app until midday.

An email earlier this week had advised passengers of the new app's arrival, but was not available to download until Thursday.

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".

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."

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."

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."

Continuing to use the old app

"You can't access the old app to buy tickets despite ScotRail saying it is available until midday. Rolling this out in one day had disaster written all over it."

Missing stations

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

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.

ScotRail said in a statement: "We're sorry for the delay to anyone switching their ScotRail app today.

"We are working with our technical teams to clear this as quickly as possible and we apologise for the inconvenience."