Serco are already making c.£25m or more losses this year due to the delay with the Mk5s and those will be increasing with every issue and bad bit of press. So don’t worry they’re being punished. Transport Scotland aren’t though (yet) despite being as culpable as anyone else
As for calling for major fines or resignations on the back of TripAdvisor reports...!!!!???
Not suggesting that . But given recorded incidents and anecdotal customer feedback from trip advisor . Any Transport Dept should put an official observer on every service with a clip board to record all defects , delays , poor service , and good service from staff . You then look at that against the service spec and force improvements , levy fines as is reasonable . But I am glad they are being punished . Could be another Carillion ?