ScotRail Reviews 

Appalling.. ..........

Sunday 11/10/26 I booked tickets at Dundee Railway station, staff member Pauline was so pleasant and helpful dealing with our bookings.
Again Thank you so much for you help today 👏👏

I'm absolutely appalled by you lot today. You sold me a ticket for a line you knew wasn't running, then refused to refund it as the ticket desk and have refused to refund it via delay and replay. RCS0436052. Taking money off of people and then not delivering the services that you are contracted for is either criminal fraud or theft. Please sort yourselves out.

Update: Now you want 20 days to review something that you should have fixed in the ticket office. Shame on you!

With 2 of my friends I travelled from Inverness on the Kyle of Lochalsh train We were greeted by the friendliest staff I heve ever come across on Scotrail trains especially Eamonn He made a very dreich day into one of the brightest and gave us a few suggestions for eateries in Plonkton where we intended to get off Unfortunately we missed our stop (completely our fault) and Eamonn had told us not to worry as we only had 30 minutes to wait till the train turned around to go back to the station we missed
We decided however just to go back to Inverness as the rain was incessant Eamonn was just an absolute joy to watch interacting with passengers He is clearly someone who loves his job Scotrail give that man a bonus He deserves it!!

We were on the Kyle Train from Inverness to Lochalsh. The train was punctual, it was very clean, it had a snack trolley with a very friendly lady operating it. The train guard called Eamon was the nicest, friendliest man you could meet. He went above and beyond the call of duty to make our trip amazing. He really couldn’t do enough for us and for the other
Passengers. An absolute gem. I hope Scotrsil appreciate him.

Without doubt one of the biggest mistakes in moving from an app that did the job to an absolute disaster of a replacement. I so wanted Scotrail to be succesful after the Abelio farce, but whoever authorised changing to the new app should be sacked without delay. Too many bad experiences since it changed to mention but tried to book tickets recently and was unable to download them. Had to cancel and rebook with Trainline and charged £5 as an "administration" fee even though it wasn't my fault. Complained, and customer services wanted so many details to refund my £5 that I gave up. So, they won in the end and I'm sure they'll be very pleased with themselves.

Shocking experience from ScotRail.
After buying tickets for myself and my grandson, assuming that they charged £1 as advertised, for my grandson. No, I was wrong, they didn’t charge £1, they charged me £11. I had booked the tickets late in the evening so called at 8.05am the next day. No reply!
Contacted them today and guess what? They were going to charge me &10 admin fees to cancel my ticket for my grandson. The gentleman that I spoke to was extremely difficult to understand in his broken English, was apologetic but wouldn’t cancel without a £10 fee.
ScotRail, you are an absolute disgrace, you advertise £1 for a child yet charge full child price. Then you charge a £10 admin fee to cancel. Beggars belief. Disgusting.

I was on a work night out on the 18th of July, and headed to get the last train home at 00:05. This service was delayed until 00:39, so I phoned my pre booked taxi that was collecting me from the station at the other side to reschedule, but it was fully booked. I then tried several other taxi companies that were all fully booked for the night. I made the decision to stay at a friends house where I was, to avoid being stuck 4 miles from home at 1am. The following morning I had to buy a new train ticket to get home. I phoned Scotrail to request a refund and was informed I'd be sent an email I was to respond to with a photo of my purchased ticket. I did this then heard nothing back. After emailing again to chase it up, I was sent a whole new email from the "delay repay" team. I explained the situation, again, and was offered a refund of 25% of the ticket cost. I declined this offer and enquired why they could not issue a refund, given the circumstances. I then received countless emails requesting my bank details to send me the 25%. I responded several times, asking for further clarification. Eventually, I was informed I was actually in touch with the wrong department, and I should be contacting the "journey abandonment team" and that my case was closed. At this point I issued a complaint, which "would be responded to within 14 working days". Over 20 working days later I received a response saying that because the journey was only delayed by 6 minutes, no refund would be offered.... Again I protested, and reluctantly reminded them that the journey was delayed by 34 minutes. What a joke. Now (3 months after the delayed train) I'm getting bombarded with emails requesting my bank details again for a 25% refund. I am absolutely appalled at the lack of customer service and robotic responses I have received. I also sent a message on whatsapp during this, to which I received a response stating to send an email.

It isn't a lot of money and I honestly thought a refund would be issued immediately, considering it was the last train of the day and the delay was more than 30 minutes. My next step is to get in touch with the Rail Ombudsman, and I certainly will not be using Scotrail services again.

For a month now I am using scotrail to commute to work and it is a disgrace!!! Constant delays, the app works whenever it feels like it, changing of platforms, little carriages during peak times… and DO NOT get me started on the prices of the tickets. DO BETTER or just stop.

Stephanie on the glasgow train ties 6 october 23:51 was the best conductor ive ever had customer service was elite

If you were treating yourself to first class on Scotrail, don’t bother. On a train from Inverness to Edinburgh today, only to be told that there was no food and drinks available, Wifi also inoperative and toilets looked like they haven’t been cleaned in a week. I had a FC ticket on the North Eastern Railway last week, absolutely no comparison, lovely train, food included, couldn’t fault it. Scotrail, never booking with you again.

Two weeks ago travelled from Perth to Inverness. The train had trolley service. It made 2 sweeps through the train during my journey.
I had no trouble getting a seat.
Today on my trip from Inverness to Perth the train was overcrowded with some passengers having to stand. There was no trolley service.
The train was well worn, not clean and quite shabby.The toilets were very tired and poorly maintained. The toilet door system was obviously malfunctioning. As a as Scot I felt embarrassed by all of this as there was a party of American tourists onboard. Now that ScotRail has been nationalised I hope we can do better in the future. The experience could be summed up as mediocre and failing at best.

Disorganised during rush hour, and filthy trains. Not enough carriages during peak times.

Poor customer service when you cant offer a refund for an unused ticket because it was accidentally bought for the same day. Ive gave you double the money for one trip for a common mistake in my opinion. Shame on you!!!.

Needed to booking of a return journey, system and customer services could only rebook one leg of the journey. Original journey times now past despite a further email. Looking at other reviews about time this service was nationalised.

Having used the train for various routes over the last week I have to say my experience has been very positive. The trains have been punctual, comfortable and clean. The toilets jsve been good, with hot water and where clean. Well done the staff of Scotrail!

If I could zero star I would. Cancelled trains with NO replacement buses. Staff at Aberdeen station not knowing what's going on and just laughing and chatting while kids are crying because their trains been cancelled and no sea side trip for them. Honestly I will never use them again. I would rather drive. 0/10

Two perfectly good cards `declined' on website (Chrome browser) on laptop but £50 for tickets taken anyway from one of them. No confirmation email of course. It may have happened to second card but transaction not showing up yet. So well done Scotrail, no need to charge fees as trainline does, you just fleece customers. BTW I had no problems with website before the `upgrade. Back to trainline and its small fees.

I have just boarded the Scott rail train from haymarket to Kirkcaldy the train was busy however passengers block other passengers from gaining access to seating as they don't want other people sitting next to them the train manager should do spot checks to allow people to again access to seating.

Here I am again,, from glasgow, jam packed,, barbies pensioners, no seats, what a joke,,