ScotRail Reviews 

Ticket office at Perth station is frequently closed meaning you have to buy tickets from self service machines that only take cards or contactless. If you can't pay by cash you are stuffed. You have to get it on the train. Bizarrely they have a cash option in the car park. But it's miles away from public entrance. Also Dundee has a cash option for getting tickets from machines on the main concourse. Why not Perth?

I see so many negative reviews it's hardly worth the bother. But surely we should speak up?
1st class from Edinburgh to Aberdeen yesterday.
Edinburgh does not even have a 1st class lounge at the capital city.
Sitting in the first seats in the coach, the sliding door did not slide. The ensuing screeching of wheels on track made for a very, very noisy and uncomfortable 2.5 hours.
The trolley service consisted of one visit from the staff member with no offer even of the biscuit offered twice on the outward journey.
At any price, this is very poor service and management must take a much closer look and make improvements.

Absolute crap. train was supposed to be 2 minutes late, then 13 minutes late, to everyone on boards and sitting for 17 minutes, this is ongoing. Nearly every time I go for the train from Fort William to Spean bridge there is an issue, with no real apparent reason. They know there is going to be tourists, or adverse weather conditions, but other countries have this issue, and still have a proper service. I get that things happen, but gossiping about soap operas is not not an ideal excuse for a delay. Unfortunately they have a captive audience, so don't need no put in the effort!

ScotRail used to have a great app and then they replaced it with something seriously inferior. My return ticket disappeared once I had bought it (all within the new app), then it reappeared but I could not activate it. I had to convince two train staff that I was not a fare dodger. I am so annoyed and will be buying from another company from now on.

The latest predatory minimum £10 ticket scheme scotrail's shareholders have came up with will be the last straw for anyone who has the option of alternative transport such as a bus. There are barriers at virtually every station so their excuse for introducing this is blatent nonsense.

Sunday service August Edinburgh festival there are shows going beyond 1030pm and the last train North of Inverkeithing is 1028hrs.Whats a disgrace.I think one of the worst rail networks i know.During the Edinburgh Festival there should be daily increased services.

I believe Scotrail is a good train operator, the staff is always there to give you a hand if you need them, and so does the customer service on the helpline. On the odd occasion some staff members should be handed the p45 on the spot, as I have experienced few times. This is rare, luckily. Station managers should be more vigilant on their staff, as the odd rotten egg ruins the work of hundreds of others.
The majority of trains run on schedule and there is enough capacity for travellers, however cancellations and overcrowding aren't so uncommon. So yes this could very well be improved.
I have been taking Scotrail trains for 5 years, and I can compare their service with many other oprators in the UK and outside, as I've used trains for over 20 years.
4 out of 5 overall for me. I believe the average rating of two is not a fair score, and it's mainly due to most people not leaving positive feedback when they should, and keyboard warriors using the wrong channel to submit complaints.

Thanks so much to the most ignorant attendant on the 16.04 Edinburgh to Stirling train today who closed the doors as we were trying to board and the train left before the allotted time, well done ScotRail at least they may have got to the destination on time after leaving a minute early

Booked the 1st class train from Edinburgh to Inverness thinking this would be more comfortable after a long flight from overseas but was absolutely appalled. Filthy cabin, seats and trays were disgusting, no catering service due to staff shortage and were told upon embarkation that seats were on a first come first serve basis even though our seats were assigned. Didn't get the seats we were assigned and saw no difference whatsoever in the first class cabin to the rest of the train, other than some curtains hanging.

New app is hopeless. Example the Mticket defaults to an image of an old BR ticket. Need to select BarCode to get the image (and its a QR code not a barcode).

Scotrail website glitched causing me to purchase two tickets instead of one. Return journey train was cancelled due to staff shortages and replacement bus service was 1hr and 45 mins late. Requested a refund for the duplicate ticket and for the leg of the journey that was cancelled. No response. Will be avoiding taking trains anywhere for the foreseeable future and avoiding buying through ScotRail.

Saturday 20.20 train Edinburgh to Leven has only 2Carriages and is JAMPACKED when it leaves WAVERLEY. We struggled to get on at Haymarket and if we hadn't got on then it would mean an hour's wait on the next one. Absolutely shocking service having elderly standing until Dunfermline and with the festival on. And they want us to use public transport. Shocking.

Scotrail customer service are useless! I’ve had an ongoing issue with a smart cart for almost 2 months and despite countless people saying it’s fixed, nothing’s changed. I’ve now decided to delete my account and start again, but I’m not holding out hope.

Had a very nice and comfortable journey with Scotrail today.To Greenock West

Was even better due to good customer service from Tommy on train,great help and funny with it👍😀Got me to right station and right on time haha not too early!
Also Kyle in station doing the tickets,really helpful,pleasant and kind,lovely lad.

What a fantastic guard on the 1148 from Perth today. The on board catering gentleman was so polite as well. Thank you

The trains run on time. Other than that I would find other options as far as fares and reservations are concerned. I booked 12 weeks in advance to get the "cheap" fare, found cheaper fares closer to the date of travel. Reserved two window seats facing each other, was given seats (the "reserved" cards were on seats) next to each other. There was no staff to help with passengers wondering what seat was actually theirs. Windows were dirty. Staff is friendly.
Found Ember intercity buses a MUCH cheaper way to travel than Scottrail.

My wife and I ran to the station to purchase our tickets. As the ticket machine was printing our tickets, the train arrived. By the time my wife was making her way to the train, the doors had already closed. I stepped off the train with our children so that we would not become separated.

What upset us most was not missing the train, but the way we were treated. The member of staff was extremely rude and dismissive, waving his arms at us and speaking to us in a manner that made us feel like we were being treated with contempt. We then stood beside the train for around 10 seconds before it departed, making the interaction feel completely unnecessary.

£2800 per year for unreliable, dirty trains. If you want to bring your bike don't bother, there is no bike booking system if you have annual or flexipass tickets and no refund options for either of the train is delayed or cancelled. If you can, save yourself the bother and drive. Also, the last quarter of an annual pass is "free" so if you make the mistake of buyong one like me this cannot be refunded.

If there was 0 stars id give it whats the point of paying money for a ticket when uv to stand the entire 8 hour journey because you theres no room for your luggage uv booked seats can you sit on them no because you've to stand with uv luggage because uv nowhere to put it everything's full every carriage its about time something was done about the storage for luggage on trains bloody ridiculous