A faulty announcement system at Maybole Station meant passengers were left waiting on the platform after a train service was cancelled.
Passenger Bryan Clark from Maybole said he was among 20 or so others awaiting the 18.07 train on Saturday, November 19 from Maybole to Ayr.
He said: “It was cancelled but we only found this out around 18.20 by using the emergency phone on the platform. Like most stations why has Maybole no information screen?
“If they can have one in Girvan why not in Maybole? Does any locally elected representative care to answer to that?
“Wishing to to purchase future rail tickets we went to the ticket office in Ayr. While doing so I casually and politely asked why the train was cancelled. ‘It’s your fault for being late in Maybole, that train left for Kilmarnock on time at 18.21’. I was slightly stunned at such an approach to a customer question.”
A ScotRail Alliance spokesperson said: “Due to a track safety inspection between Girvan and Barrhill, the 16.59 Stranraer to Glasgow Central started from Ayr. A couple of calls were made from Maybole Station’s platform help point, where customers were enquiring about the service.
“There was a problem with the station announcement system on that evening which has since been rectified.”
The spokesperson added that the next service, the 19.17 Maybole-Glasgow Central, was running to timetable and if a following service is likely to arrive before rail replacement can be put in place, they ask passengers to await the next service.
The spokesperson added: “I can’t comment on an alleged conversation in a booking office but all ScotRail Alliance employees are expected to behave in a professional manner at all times to customers.
“If the customer wishes to make a complaint, they should do so through our Customer Relations team.”