ScotRail Reviews 

I wish I could give 0 stars! Where do I even begin? From the start it was a horrific experience. We sat waiting to leave and then were told we had to change plans, no info other than that. Then the train we switched to was miserably hot and there was gum and it was filthy. There was what looked like puke on the floor at our seats. The air conditioning never started working. We had to use our portable fans to not get overheated. Then it started raining and the whole right side of the train leaked puddles into the seats (not exaggerating on the puddles). We were creeping the entire time with no information on what was going on. We were over two hours late and had I not looked it up, we would still have no idea why. They stopped announcing stops or anything at all for most of the trip and didn’t update the sign saying what stop was next. Saying the customer service sucked would be giving them too much credit because it was completely non existent! Do not use this railway! This was the first and last time that I will ever be riding with Scotrail.

Our train is chugging along. 5 people in first class and ScotRail can't be bothered to serve drinks. I've another ScotRail journey to take tomorrow and it's impossible to find out if there will be catering facilities. What is the point of paying for first class. Let LNER take over

Hadnt been on a Sctrail train for three years due to all the strikes and cancellation over the period....Was Rushing for a train on platform 7 (wife inhibited my leg injury) and noted a sign pointing left /stating 110m to No 7........but the train was actually about 300m away (makes a difference when someones hurrying/inhibited) - I civilly stated to a Scotrail operative that the sign was misleading, and he turned away and totally ignored me. (lacking in training ? or even common courtesy?) might I also mention the seats on board - hugely curved which makes people over 5'10" in height have to hunch, anf bend their necks. Badly designed (saw a few people sitting awkwardly and squirming.

Very impressed with how Scotrail quickly organised a taxi from Inverness for those of us travelling to Thurso and Wick, due to the Far North railway line being closed due to fallen trees etc. following Storm Florris. We got to Thurso quicker than if we’d got the regular service, the driver was considerate and we got to meet and socialise with our fellow passengers due to being squashed together!

Another train rammed, people refused train entry due to being full
The fringe is on yet ScotRail don’t seem to have a clue about numbers. 4 carriages is the normal for this train yet during fringe they put the same on and end up refusing people
Not reliable and may be costing people money if late for work as they cannot get on a train

Dear ScotRail Customer Services,

I am writing to formally express my deep dissatisfaction with your current policy on Flexipass tickets, particularly your rigidity to refund accidentally duplicated tickets or to extend the validity of unused ones.

It is highly disappointing that ScotRail continues to hide behind the blanket “non-refundable” clause in the terms and conditions, using it as an escape door to avoid acknowledging legitimate customer concerns and scenarios that clearly fall outside of misuse or abuse.

In my case, a Flexipass validity period is duplicated by a Season ticket purchased in error, a situation that could easily occur due to the design of your online ticketing interface. One of the tickets remains completely unused. Yet, your app declined any possibility of a refund or even a transfer of credit, citing policy alone without engaging in any meaningful assessment of the specific case.

This rigid and dismissive approach undermines any trust in ScotRail’s customer care principles. The refusal to extend validity or offer a remedy for honest mistakes contradicts the very spirit of a “flexible” pass. What is being promoted as a convenient and adaptable travel solution in reality becomes a trap of non-negotiable terms, with no recourse for fair-minded customers.

Public transport providers, especially one subsidised to serve the public interest, have a duty to treat passengers with respect, reason, and flexibility. The current handling of Flexipass refund and expiry issues sends the opposite message.

I request that this complaint be taken seriously, reviewed thoroughly, and escalated to the appropriate decision-makers. I would also like a written response detailing why ScotRail continues to refuse any accommodation in cases of unused, duplicated ticket purchases — and whether any policy reforms are being

Joke of a service. Peak time train to Dunfermline during fringe time and only 2 carriages. People visibly stressed on train and people unable to get off. Safety hazard. Embarrassing to not have more carriages per train

August 3rd 2025 Oban to Bangor Gwynedd
The two carriage train was in the station with power running when we arrived at Oban station. A large crowd of passengers gathered and waited for 45 minutes.
At the time of departure, 1211, the train was cancelled due to mechanical issues. Confusion reigned for 30 minutes when another scheduled train arrived.
Once the arriving passengers had de trained it was decided to put the waiting passengers on the newly arrived train back to Glasgow. This appeared to be a solution derived by local staff. The train departed, hugely crowded 30 minutes late but arrived Glasgow 5 minutes late - a tribute to local train operating staff. The problem lies with senior executives who schedule two carriage trains which are grossly overcrowded. Clearly profit over customer service and care. Overall a total disgrace and they need to be held accountable.

Ticket purchase system looks to be designed to be difficult.
One option is to collect tickets at a station. But not the one we are travelling from (despite fact there is a ticket office!) Download tickets no better since seems you need your "device" on the day of travel. Not much use if ticket is for someone else

I booked 3 return tickets in advance to go from Inverness to Kyle of Lochalsh and back. One of our party uses a mobility scooter so I telephoned the Scotrail assistance service 24 hours before our trip. The woman who took the call was efficient and helpful.
On arrival at the station for the 08.56 train we were met by a lovely staff member who ensured my friend got onto the train safely, suggesting that we 'park' her scooter and take nearby seats. The train was comfortable, the conductor very pleasant, and the woman (Lorraine) who ran the refreshments trolley, was delightful. She took time to have a brief conversation and treated her customers with warmth and respect. The staff at Kyle of Lochalsh were very helpful in assisting my friend from the train. On our return journey, 13.46 from K of Lochalsh, we found the same pleasant and efficient service from all the Scotrail staff we encountered. All in all, the assistance, which had been arranged in advance, and humour and warmth displayed, made the whole day a most enjoyable one. Many thanks to everyone.

Traveled on the Ayr-Glasgow train return recently. The staff are generally very good. The train was quite dirty…needing a deep clean.

Stolen lost property. I reported that I had left my rayban sunglasses on a train. A few hours later I received a call from list property saying they had been located at the station the train’s journey ended at. I was told I would receive a call in a few days once they had been transported to list property. That was 2 months ago! Since then I’ve made several calls and been told they never arrived at lost property. ‘Customer services’ are not interested at all. Clearly a member of staff has pocketed them. Absolutely disgusting and zero customer care!

I complained to Scotrail (SR/202579/00981532) about the standard and customer experience I encountered during a direct journey from the Forres to Haymarket. I booked first class, thinking that the comfort and passenger service would be advantageous given the early morning start I had. How wrong was I? In fact I would have been better off booking a cheaper standard ticket. Without going into the details of my experience on here very poor feedback was received from Scotrail stating that they agreed and understood the service provided did not meet customer expectations, but they failed to mention what they’re going to do about it. An offer of compensation would have been soothing, but then again why should they, they gladly took my money and failed to deliver. I felt mugged!

Everything about ScotRail is poor quality, the staff are bitter, prices are extortionate and they get cancelled for no stupid reasons half the time. I wouldn’t recommend, you’re cheaper getting the bus if you can.

I was on the train from Inverness to Glasgow, Had to switch trains half way (which I was ok with) but there was a tannoy saying to get off one stop later which wasn't at an audible volume and I didn't hear a single word of. When I figured out where I was meant to go to Stirling, instead of Perth, there was absolutely zero signage that made sense on what was the platform I was meant to be on

Off peak ticket what a scam was stranded in edinburgh for 2 extra hours no clear explanation before purchasing ticket that i could not travel home at certain time also rude staff and overpriced ticket

Planning a tour of Scotland
Struggled to print of a network map
E-mailed Customer Services and was dealt wwith by Shannon
Shannon was Knowledgeable, Professional, Efficient and friendly, in arranging for a printed copy to be posted to me
Thank You Shannon - appreciated
Kindest Regards
Chris

Male ticket checker on platform 3 tonight 5th July 2025 10:30pm Kilmarnock train my ticket would not scan I’ve come from Ayr after my work
General bad cheeky attitude other people had the same reaction to him really if these Scotrail staff hate the public so much get another job elsewhere
In general today’s experience in Central station was poor due to signal failures on the west coast line ticket office girl gave me the wrong advice and I mentioned this to a male staff member in main ticket office all he said “naw she didn’t” and looked pissed off what is Scotrails staff attitude problem
Scotrail like taking our hard earned money but despise the customers
Rude cheeky badly trained staff that should be replaced

Very poor rubbish service cost to much for not best service lot staff not up to the job wood be good if ScotRail government did not owner this train service some don't come or the Later than need tixa after paying for the service joke

Arrived at Glasgow Queen Station, I wanted a same day return ticket to Edinburgh. It showed £16.5. Vendor machine does not support contactless. I went to the counter. The middle aged woman asked me to buy an any-time return ticket cost me £22.5. I stressed again same day, she insisted this is the one. It printed on the train ticket return within 1 month. I am living in the UK, do I look like a tourist to be scammed?

No doubt the general review score is so low already, the only constructive suggestion would be to add contactless payment and reduce your staff that impact your reputation further.