Scotrail don't get my vote for customer service either.
I find the communication in Glasgow Central at times appalling, There was one incident a couple of weeks back when I was at the lower level waiting on the 07:28 to Larkhall. At 07:24 I glanced at the board and it said on time, I then continued reading the Metro for what seemed like only a few mins, then the 07:29 to Milngavie came in on the opposite platform, which made me glance again at the board only to find that the next train was now showing!! They cancelled my train without any warning or any tannoy communication...
Another incident involved the usual WCML issues with broken down freight trains, etc... The 16:40 VT to Euston was cancelled, but instead of giving customers instructions they just went on to advise the scotrail customers that were travelling via Dumfries that they could get a replacement bus, no help for Virgin passengers whatsoever...
Another issue is that when things do go wrong and the situation arises that train tickets become valid on the First Buses they fail to mention that aswell!
They expect people to be psychic!
They dont think twice of leaving passengers in limbo......