ScotRail Reviews 

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.

4/7/25:It has been an awful experience. Katarina in the ticket office was extremely unhelpful at Aberdeen station. My wife dealt with her extremely politely and cordially.
We had to get my family’s tickets printed(5) which were booked and paid to LNER originally.
Unfortunately we never received the printed tickets. Katarina at Aberdeen ticket office initially refused to help at all when we gave her the booking reference and said it was not possible to print any tickets.
We had the get the LNER lady on the phone to speak to Katarina directly and she gave her the same booking reference and it took 20 seconds to print the tickets. We had to catch a plane from Edinburgh and we had no ‘wriggle room’ to adjust. Also Katarina said there were no new tickets to purchase at the initial meeting as this train journey was sold out. Wow,what an unsettling experience. If staff are not conducive to public interaction and customer service then keep them in the back office. It was obvious she was not interested in any little bit of extra work which in the end was extremely simple. Customer service is not on the Scot rail agenda.
Scot rail — get your act together. Hire proper staff on the front desks.

Travelling Perth to Aberdeen bought advance ticket £39 for 2 people 11.40 train. Needed to leave earlier 10.46 train checked scotrail policy if we could use same ticket to travel on the earlier train it said up to the descrection of the station. The lady at Perth totally inflexible (both times advanced tickets same price) she ended saying you bought the tickets. Talked to us like we were stupid. Payed £74 pounds for 2 tickets on an old rickety half empty train. Scotrail worst railway service ever..

Traveled on the Glasgow to Carlisle train today brilliant on time also the great to see someone enjoying being at work 👍
The ticket inspector Mandy met everyone with a cheerful hello and lovely smile, made our day well done Mandy

Had a query about an upcoming journey. They list the number on there site but that puts you through to the national rail line. Had to phone back and eventually got someone who was very abrasive and not the least bit helpful. Absolutely stinking attitude which has made me write this review they are not fit for working on phones with customers. Easiest option now is to pop into local station and speak to someone properly.

Used Scotrail for the first time recently. Utter crap. Worst in UK. All the bad reviews are right.

After paying 31 gbp for a single ticket from Edinburgh to montrose I was expecting relaxing trip. My trip,not just mine turned to nightmare as it was +24 outside and it felt like sauna inside train as ventilation was not working and you can't open windows either. They had 3 carriages only and all these people travelling from Newcastle to Aberdeen stuck into 3 carriages with no ventilation. For a moment I thought I'll faint. It's unbelievable to have such a nightmare with that price

Glasgow to Manchester on the hottest day of the year. Train 18 minutes late. No air con, temperature in carriage 33 degrees. No offer of water and what we did buy was warm as no refrigeration. Journey took almost 4 hours, passangers were feeling unwell.
We were advised that we could get off and take the next train but unfortunatley it also had no air con. Suffice to say I will never travel with Scot Rail again

Appalling customer service after appalling train service. Customer service seniors require serious retraining, offhand and rude in their attitude.

My partner and I caught the 08.45 Inverurie to Inverness train on Saturday, 21st June. As the carriages had been mixed up, we were in the wrong carriage with our cases. The friendly lady conductor kindly took charge of our heavy cases and showed us to our seats for which we were grateful. I wish I could give her more than 5 stars!

horrible staff and also horrible trains and horrible prices £7 to get from Motherwell to Glasgow

Filthy trains, inside and out.
A real shame as we thought we would enjoy a trip over the West Highland line, but the windows were too dirty for photos/videos.
£46 for us to sit in a pig sty.

Why is nothing ever good with scotrail. 1st class WiFi non existent for the third week in a row - highlights comfy seat and a bottle of strathmore water!!! at least this week there wasn’t a last minute train change when your 1st ticket is worthless as the new train doesn’t have 1st ( ever tried to claim compensation??) the two scotrail employees behind me ripping into the management and how they refuse to do anything that management ask them to - Scot Gov nationalised this network, we thought Abello were bad but like everything under the control of this incompetent useless government it’s a disaster.

Travelled down LNER and back Scotrail. No comparison. Overloaded train , not enough provision for bikes but you still sold then tickets , no soap, no dryer , no seat. After a stop I accidently wandered into 1st class and never knew the difference except the folding table was broken . Get a grip and CEO needs to step down immediately.

Twice travelling from Edinburgh to Inverness after pre booking fist class tickets had to stand in second class until Kingussie on one occasion and Aviemore on the other. Not only very uncomfortable for 2 people over 60 but must be a serious health and safety issue.

On the 8.16 train from Hamilton to Glasgow this morning (12th June) , I watched as the "lady" train ticket assistant was appallingly rude to a young girl on the carriage. Her crime was to ask about the ticket and she received a series of rude and unnecessarily unpleasant comments from Train Karen. Most staff are lovely on ScotRail but geezo whoever unleashed this Gorgon onto the customers needs to give their head a wobble. Some people should not be in a customer facing role and I would suggest that is the case here. Perhaps her redeployment to line replacement works in the west Highlands would help us poor paying customers. Is £10 for a short 25 minute train journey and a mouthful of abuse what ScotRail are aiming for?