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Asked about signalling, Mr Hynes says the majority of problems are due to the system around Haymarket which actually uses a more modern system.
This is why we are spending 20% on maintenance and renewal of the network and this is a key area of focus for Network Rail.
Image source, bbcTory MSP Jamie Greene refers to the first minister's comments in FMQs that this really is the "last chance saloon" for ScotRail.
Do you agree with that premise Mr Greene asks.
We are confident we can turn it around with the £18m of investment in the remedial plan, replies Mr Hynes.
Image source, PAPassenger satisfaction with ScotRail services has fallen to a 16-year low, according to a survey of rail users.
The survey,carried out by passenger watchdog Transport Focus, external, found that four out of five customers are satisfied with ScotRail.
But the 79% score for autumn last year is the lowest rate for that period since 2002 with delays and the late delivery of new trains being blamed.
The ScotRail satisfaction rate is the same as the average across the UK.
SNP MSP Gail Ross turns to passenger satisfaction and wonders what the key areas of dissatisfaction are.
Mr Hynes says improvements on punctuality and reliability are the biggest drivers of satisfaction.
We are also working really hard on SQUIRE results by improving reliability, cleanliness and having better trains, he adds.
SNP MSP Maureen Watt says a lot of people are annoyed when they are told there will be no tea trolley.
Ms Watt says people get upset on a long journey that they won't get a "cup of tea and a biscuit".
"Our performance in that respect is much improved," replies Mr Hynes.
Green MSP John Finnie
Green MSP John Finnie wonders about the new staff at control centres.
The ScotRail MD says since the network is the fastest growing in the UK, they need additional resources.
This will help to improve responses to incidents, he explains.
SNP MSP Stewart Stevenson asks about the mixture of ScotRail and Network Rail staff being based at the control centres.
Having the mix is part of the reason we perform well in terms of responses to issues, such as when the Beast from the East impacted the network last year replies Mr Hynes.
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Image source, bbcTory MSP Rachael Hamilton asks what can be done right now to help people facing overcrowding, with their jobs on the line, appointments being missed and getting to nurseries late.
"Please, they really need to have reassurance," asks Ms Hamilton.
"The first thing to say to those customers on the Borders railway is we're very sorry," Mr Hynes replies.
We're working flat out to make improvements, he adds.
Image source, bbcTory MSP Rachael Hamilton
Image source, DOUGIE JOHNSTONA string of services were cancelled on the Borders Railway on Sunday night
ScotRail has said it is "really sorry" to customers who were affected by a string of cancellations on the Borders Railway on earlier this month.
Five services between Edinburgh and Tweedbank were replaced by buses.
ScotRail said it was due to the late delivery of new trains, industrial action and the impact of training drivers and conductors.
It said it was working to ensure it could deliver "continual improvements in the coming weeks and months".
SNP MSP Christine Grahame
SNP MSP Christine Grahame, whose constituency includes the Borders railway route, asks when planning for the new timetable started in terms of crew.
Mr Hynes insists planning is constant, but adds that the notice period for drivers is less than it takes to train drivers in new trains and new routes.
Ms Grahame says ScotRail must have seen the changes to timetables coming and related impacts.
With hindsight, we could have done better Mr Hynes responds.
Image source, Dougie JohnstonSNP MSP Maureen Watt asks about the level of staff turnover at Abellio ScotRail.
Mr Hynes says the pre-Christmas issue was not to do with train crew numbers, but crews not being trained in the new trains and new routes.
We have to cancel services to deal with this training backlog, he explains.
This is why there has been a consecutive improvement over the last 16 weeks he adds.
The turnover is less than 5% which is lower than elsewhere in the UK rail industry, the ScotRail MD states, attributing this to good pay.
Mr Hynes insists: "We are delivering improved performance now."
This week's service delivery has been better than the previous week, as more Edinburgh drivers are trained, he adds.
The ScotRail chief executive says he is looking forward to when Hitachi, Wabtec and Angel come through and major infrastructure projects are completed.
What happened at Christmas was due to late trains from Hitachi, Wabtec and Angel and industrial action by RMT.
SNP MSP Stewart Stevenson
SNP MSP Stewart Stevenson says that the remedial plan indicates 26 new Hitachi models were expected by December but only two were delivered.
This is the most "appalling contract failure", he states.
Our contract is with Angel Trains Ltd, explains Mr Hynes, who are refurbishing these trains.
It was Angel Trains who gave the work to Wabtec, who have struggled to deliver he adds.
Mr Stevenson suggests the Wabtec contract should be discontinued and given to someone who can do the job.
With the current rate of progress it will take until 2030 to deliver the new trains, he says.
Mr Hynes says it will not take this long, and ScotRail is working with Angel and Wabtec on all options.
Image source, GETTY IMAGESIn February ScotRail was issued a remedial plan notice for failing to meet contractual targets in the National Rail Passenger Survey (NRPS) results.
This followed a a remedial plan notice being issued to the franchise due to performance.
ScotRail unveiled its £18m remedial plan in response, earlier this month.
Transport Secretary Michael Matheson told the chamber yesterday ScotRail could be stripped of its franchise if it fails to meet the targets in its remedial plan.
Tory MSP Peter Chapman asks where the funds for the remedial plan come from.
The £18m is a £6m investment over three years fully funded by Abellio Scotrail, replies Mr Hynes.
He adds: "We know we have to do better."
Tory MSP Jamie Greene asks about figures which suggest services will get worse before they get better.
Mr Hynes expects Mr Greene is referring to moving annual average figures, with ScotRail not expected to achieve the same level of level as this time last year.
But on a period basis performance will not get worse, he insists.
Image source, bbcSNP MSP Richard Lyle
Mr Hynes says generally Network Rail is responsible for the bulk of the delays.
SNP MSP Richard Lyle says: "You've no drivers, you've no trains."
Where does the blame lie for the problems, asks Mr Lyle.
Mr Hynes replies: "In order for ScotRail to succeed, Network Rail have to succeed."
Image source, Getty Images
Image source, bbc
The new control period for Network Rail in Scotland starts next week, Mr Hynes highlights.
An expected performance projection had to be set out as part of that work, so our target is 92.5% of all services running on time he explains.
Mr Smyth asks about confidence in hitting this target by the end of 2021.
Mr Hynes says they are confident in doing everything they can to meet the target, but he also highlights there are events outwith the control of ScotRail which impacts performance - such as weather.
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