ScotRail Reviews 

Applied for over 50,s travel card for second time as they made an arse of it first time round.And you'll never believe it but they have done it again.After an eternity I got a refund first time but this time they can shove it and keep the money.An utter joke.

Bishopbriggs Station
2 Coloured people only checked for the ticket by the station master or the guy who sells the ticket on the platform.
Spoken rudely, saying didnt buy full price ticket, "young Scot Card" was used. The kid said that she just turned 19 and wasnt aware that the young scot card cannot be used when you turn 18 as the buses are free. Anyways, he was condescending and accused of using the discount. This person took the phone without permission. threatening behaviour using words like we will find you, your account will be flagged , etc.
Called Scotrail to give feedback not complaint at the moment. Completely ignored, speaking over me,
Person has to call directly.
Two people of colour were the only ones checked for tickets by the stationmaster (or the person selling tickets on the platform). They were spoken to rudely and accused of not buying a full-price ticket; the staff member said a "Young Scot" card had been used. One of them had just turned 19 and their card validity had never been checked. The staff member took a phone without permission.

I called ScotRail to give feedback (not to make a complaint at that moment) but was completely ignored and spoken over. I was told the person would have to call directly. I requested that this feedback be passed to the station to ask why people of colour were being singled out and to raise that staff should not take someone else’s phone, but the person on the phone would not listen. There was no customer service, I was spoken over, and there was no courtesy. I was told my feedback would not be passed to the station because the incident “didn’t happen to me.”

I was going to Inverness from Stirling on sept weekend , I am not from that area so wouldn't know train prices , I was over charged at the counter for an open return ,which I didn't ask for , only noticed once I was on the train and they can't do anything about it , what excuse it that , but my main complaint is the train journey I stood for 3.5 hours on a jam packed train , you couldn't move upor down , every station more got on with bikes , wheelchair and prams , it's was so hot and no air , I felt unwell , it was a danger to every person standing , a disabled man was sitting on those fold up seats at the door and I had to try and keep him on the chair , for two hours , now tell me is that a journey worth £70 cause that is what I was charged , if a bus full you don't get on why is Scot rail putting money before public safety , they not interested saying they apologise , you should have stopped more people getting on and I don't even work there and know it's not right

Judging by their less than 2 star rating I don't think I need to say much, but Scotrail are just rubbish.

They have refused me a refund, stating that their terms and conditions prohibit it. I was sold tickets just before the new price fix and then told that Scotrails T&C's can allow them to refuse a refund despite UK consumer law saying otherwise.

A rubbish company run by bozo's.

Had journey from Elgin to Edinburgh , noticed trains from Inverness to Edinburgh were being cancelled earlier in day but was assured the 8 o’clock train was running. Eventullay got up to Inverness after number of delays. Boarded 8 O’clock only to be told that it was not going to run and there were no trains back to Elgin. Offered train to Glasgow but it’s nowhere near Edinburgh. Had to get dad to drive all way from Edin to Inverness and back.

Happy to steal your money and time.

Rude staff.

Inconsistent service.

Left my house at 8am from the NE of England to catch a 9am train to Edinburgh. Got to Edinburgh at 1040am and didn’t leave until 1240am, due to Scotrail cancelling 4 trains. Got to Glasgow Queen Street for a bus replacement to Partick, so I could catch a train to Helensburgh. The wait for the bus was 40 minutes! By the time I got to my destination, it had taken 8 hours. Next time I’ll just walk the 200 miles instead, it’ll cheaper and quicker.

Got on a train at Dunfermline.it managed to get 2 stops before it broke down. You then had tweedledum and tweedledee(driver and guard) pissing about for the next hour trying to discern between their arse and their elbow. Train them reverses back to Dunfermline where everyone gets off. Is there a train behind it? No that would be too sensible.Another hour listening to halfwits trying to explain how in this day and age you can still have village idiots with responsibility For running a train.

Used to get train for myself and wife for £23 approx went up months ago to £54.20. As pensioners a big increase. Currently advertising on peak fares and no matter when you travel get the same cheap fare but cheapest is £25 approx but is travelling after 8pm. Too expensive and late for us to travel. Current advertising is a blatant lie.

Not for the first time, renewing a travel card ended up being a nightmare. Instructions do not correspond with the actual website and it is such a laborious and frustrating exercise. Took me most of the afternoon to get there. Very poor service. Spend less on TV advertising and get the basic right!!

Another fantastic display of support and customer service by Scotrail staff. I had a medical appointment in Glasgow but due to other public transport issues missed the train I needed. Katrina and her colleague in Oban (I’m so sorry I didn’t get your name) were amazing. Friendly and understanding and got me sorted and on the next train out and Katrina even found me a train connection to the hospital when I thought I was going to have to find my way from the bus station and would be struggling with mobility issues and luggage. They were knowledgable, reassuring and supportive and their colleague Magda in Glasgow (and her male colleague, I forgot to get his name too) were just as wonderful, Scotrail’s staff really are second to known and every single time I’ve travelled with them have gone out of the way to help and support and make the journey as smooth as possible.

Arrived and boarded train at Waverley station in Edinburgh. After half an hour announcement to say to get off train as not going. No apology or explanation. Went back to concourse only to find an hour to next train. If we wanted one quicker would have to buy another ticket. Second train journey disrupted, first in February train stopped less halfway through, told not going any further and was left to find alternative transport - bus. Not able to get refund either for train ticket not used or expense of bus ticket. Always told to use public transport but disaster every time we try!

My train was cancelled, I have been told that I will get a full refund, so try an alternative way to get to my car. I taxied to my car, phone the customer service and they advised me that I already used the ticket, so they don't understand my claim request. I told them that my train was cancelled so how on Earth could have I used my ticket?! The lady said they will refund my full journey. Just received an email stating that half of my journey will be refunded if I remove my ticket from my phone. Instructions stating use the 3 dots within my tickets option. I don't see the 3 dots, so I paid for my train that was cancelled, paid extra to get to my car 2 hours later than originally planned and I spent 30 mins on the phone with the customer care. Thank you...

Unfortunately I was unable to make the journey I had booked. I spoke to Waseem at customer services who was very polite and pleasant to talk to. He couldn’t have been more helpful and managed to find a solution for me. I am very happy with the service I received .

Have been travelling for work two weeks in a row. Both times had train cancellations, lack of accountability and compensation! I have emailed them loads of times! They are useless! Is it time to shut yet? Let someone else who can actually give good service run the rails!

first mistake, deciding to go from stirling to Edinburgh to the ACDC concert. arrived 15 mins before out train was due only to find a train stuck at platform, this was duly moved for our train to arrive, everybody piled on and it was ram packed standing room only, full of ACDC fans. we were told there would be a 10 min delay. after 30 mins there was one announcement, " this train is terminated" . everybody piled off in utter confusion. no information or reason given. we had to make a quick decision to get out of the station and get a taxi, which we managed to do. there must have been many people who didn't make it to the concert as there wasn't enough taxi's to go round. the one time we need the train to run and it fails. absolute joke.

Worst train company, price does not reflect the quality

I made a big mistake with my tickets which could have been a financial loss to me as they should have been non refundable, However I explained my situation to the advisor and he dealt with my situation promptly and with a positive result. Thank you Scotrail.

Strikes / Engineering Work / Debris on Lines / Alternate Timetable / Ridiculously High price of Tickets / Filthy Trains / Totally unhelpful staff / Scottish Weather / Unmanned Stations / Waiting Rooms out of use / Late Departures and Arrivals / Public dissatisfaction with the Service / Undependable / Targeting Major Days and Events for Strike Action / Dinosauric Unions
Scottish Rail has constantly had the above or a variation of the above ever since I was a child - 50 years ago !
So that tells you that nothing has changed over that time!
Just another example of how Badly, we in Scotland, run major projects and industry - Shipyards / Parliament Building / Trams quickly spring to mind !!
They are National Disgrace but, of course, no one will do a single thing about it- just go on the way it is for another 50 years and show the world “ How NOT to run a Major Project or industry”

Most useless form of public transport in the world! Overpriced, constantly delayed and never any seats available. Needs to be nationalised. We deserve better.