When Poor Service Becomes the Norm
Yesterday I went to Glasgow. It was a lovely evening until the journey home turned unexpectedly difficult. My train back to Saltcoats was supposed to leave Glasgow at 21:30. It was cancelled. The next service departed at 22:45. I eventually arrived in Kilwinning at 23:30 p.m., tired but relieved that at least a replacement bus was waiting to take me further. Except, it wasn’t.
Train Late, Bus Locked
The bus was right there — parked outside the station, dark and silent, doors firmly shut. A ScotRail staff member stood nearby and explained that the bus meant to meet our train had already left a few minutes earlier, empty, because it was scheduled to depart according to the timetable, not the train’s actual delayed arrival. In other words, it had followed the clock, not the passengers.
Now we were told to wait another 30 minutes until midnight for the next scheduled departure. We stood there in the cold November night, the air heavy with that unmistakable Scottish chill that goes right through you. Among us was a small child and a woman visibly shivering. Some passengers tried to organise a taxi, but the cost was too high. One man grew frustrated, raised his voice for a moment, then fell silent and walked away. The rest of the passengers fell into a quiet, resigned stillness.
Keeping to the Clock, Ignoring the Crowd
I was told the bus there in front of us was “scheduled,” and that we simply had to wait. I asked why the bus couldn’t just leave now, since this was when the train had actually arrived. I also questioned what had happened to the two previous replacement buses — had they really gone all the way to Largs empty? I didn't get any answer.
I couldn’t help but notice the irony: the train was “scheduled” too, but it was allowed to be late. The system seemed flexible when it came to its own faults, yet rigid when it came to passengers’ comfort.
We waited half an hour in the cold. I started recording a short TikTok video, partly to pass the time, partly because I felt this moment needed to be seen. The staff member did apologise eventually, and when the train from Ayr finally arrived, the passengers heading to Largs joined us. The bus doors opened at last, and we boarded. I arrived home 30 minutes past midnight — two hours later than planned.
TikTok Presence
I posted that short video on TikTok as it happened, and to my surprise, it resonated with many people. Within 24 hours, it had reached over 8,000 views and 200 likes — and the numbers keep rising. The comments are mixed but telling.
Many viewers shared the same frustration, saying this sort of treatment has become far too common and that passengers deserve better. Others defended the situation, suggesting that the driver might have been on a legally required break (bus drivers must take one every 4.5 hours) or that noise regulations might have prevented him from idling the engine and letting passengers onboard earlier.
How We Learn to Accept Less
All of these explanations may well be true. But they also highlight a troubling mindset — that we should simply accept discomfort and inconvenience because “that’s how things are.” Those who do speak up are briefly noticed, then quickly ignored.
But I don’t believe this is the right way forward. I’ve used rail replacement services in Scotland before, and they were always well organised and accessible. This time was different — and it shouldn’t become the norm.
When No One Speaks Up
I often travel this route — the Largs to Glasgow line through Kilwinning — and it was the first time I’d seen such a situation. What surprised me how normalised it all seemed. The rail staff carried an air of entitlement, as if it were perfectly acceptable to leave paying passengers standing in the cold for half an hour while an empty replacement bus sat locked nearby — and most people simply accepted it.
You’re the Only One Who Can Stand Up for Yourself
Yet I couldn’t help but think — if everyone there had spoken up and said that waiting outside at midnight for a replacement bus was unacceptable, perhaps the doors would have opened sooner. Instead, silence hung heavy in the cold air. And somehow it was left to me, a woman who’s only recently moved here from London, to speak up and later share the story on social media. I don’t mean that in a boastful way, but honestly, in London people wouldn’t have it. They’d question, they’d demand answers, and they wouldn’t quietly accept their fate. Something in this culture of quiet endurance needs to shift.
Hope for Service Improvement
I’d like to think this was just an isolated case. Going forward, coordinating replacement buses with actual train arrivals is crucial. Passengers should be able to wait inside the bus when it’s cold. Better planning could prevent similar problems in the future.
Passenger Rights: What You Should Know
For anyone who finds themselves in a similar situation:
If your train is delayed by more than 30 minutes, you are entitled to compensation under ScotRail’s Delay Repay scheme.
If your service is cancelled and you decide not to travel, you can claim a full refund.
Replacement transport should be provided as close as possible to your train’s actual arrival, and passengers must be given clear information about what’s happening.
It’s also reasonable to expect shelter and warmth while waiting, especially late at night or in adverse conditions.
While stations may be open, it’s reasonable to expect better organisation and communication, and at least the opportunity to board a waiting bus promptly — especially late at night. Seeing an empty bus standing there with locked doors, while passengers waited outside, is frustrating and shouldn’t be considered normal.
Saltcoats 11/11/2025