ScotRail Reviews 

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

Booked first class on the HST from Aberdeen to Glasgow. Was OK but not what I'd expect from first class service.

- Many tables had crumbs under them and the place hadn't been hoovered
- Chairs and general decor was old and worn with many scratches - poor choice of materials
- The toilets were not clean, piss on the floor
- The complimentary snacks and water section was empty and hadn't been replenished
- No food trolley service
- The lounge in Aberdeen looked cheap as hell - cheap furniture and toilets that look like those in a handicapped toilet in a hospital. Also no towels provided for showers and a shit cheap coffee machine

Considering this is the country who pioneered railways, this is a disgrace for the cost. Rail clearly needs more investment and likely cheaper tickets to encourage more people to use this service.

We are a group of 5 visitors who traveled from Edinburgh to Glasgow for a day. I didn't understand how the tickets worked and assumed they were train-specific as in my home country of Germany. On the train, our ticket agent, Andre, asked about our plans. When he realized we were paying far too much for our travel, he took the time to fix all of our tickets for round trip at almost no cost (£1 total!) and to explain the best way for us to get around Scotland. I have never written a positive review for train travel. I am so delighted to be praising ScotRail and especially our guardian angel Andre. Give that man a raise!

I got on the train at Bellshill with a seemingly offensive bicycle in an area where there was space, I am then sent by a train attendant with a upside down mustache to area full of suitcases so I had to leave the bicycle against the doors obviously not a great outcome.

In my discussion with mustachioed mouth of legs I said, with an attitude like his it could lead to a much more perilous situations than pillorying a poor defenseless bicycle he shouted back the opposite would be the case.

On researching reality and not fantasy I find that physical attacks on staff have increased recently to the point that a Scotrail member of staff is seriously physically assaulted every 3 days.

I myself was actually attacked by a Scotrail member of staff for defending the honour of my bicycle until the wee fella realised he was no match for me.

The reality is that it does not get that serious without Scotrail being majorly at fault.

Scotrail staff need customer training to deal with situations rather than become aggressive otherwise something even more serious could happen to them.

Hasta Biccicletas Para Siempre!

Call at 1818 on 15/7/26 noted as sadly didn’t get call handlers name. I called to obtain a smartcard (cos the website is a kafkaesque nightmare!) the lovely lady I spoke to was calm professional well informed executed the task quickly and smoothly and also engaged with me regarding a recent complaint concerning ticket inspectors sitting in priority seating and added comments to this for me. During the call received an email confirming my smartcard is on its way, excellent service from this call handler. Please ID her.

What went wrong with your website, its an utter mess, I cannot even book a trip, nothing moves forward, put it back please.

Unprofessional staff, poor handling of complaints and ignoring of valid suggestions for how they can perform better. I recently made a complaint to Scotrail about gate stafd behaviour and received a useless email back not resolving any of my issues, neglecting to even consider any suggestions, or apologise for rudeness from staff.

My family and I travelled to Edinburgh for a reunion from overseas. We had a great time exploring the city. We reserved tickets with Scotrail for our excursion to Inverness. We arrived at Waverly Station an hour ahead of departure, laden down with our luggage and this train service posted what gate we were to leave from 10 minutes before departure! We literally had to scramble to get to the gate, stand in line behind at least 50 other passengers( some with bikes) to board.
Scotrail management needs to provide better customer service with specifying gate departures well ahead of travel time. Management needs to care about their customers first, who pay for tickets and expect their travel needs are respected! It is a load of bs to post gate departure 10 minutes ahead!
Furthermore, the bathrooms were filthy.
I was born and raised in Scotland, have travelled extensively...this was very poor service. I DO NOT recommend Scotrail for your travels...take a coach bus instead...same travel time...half the cost...cleaner...and departure stands posted well ahead of time...results in a lot less stress!

A big thank you to staff at lost property queen st , stirling station, and the guard / staff on the 9.45 train to Aberdeen. I went on the wrong train and left my case when l realise the train had left .Max at queen st managed to contact the train staff my case was given to the staff at stirling. I was able to retrieve my case at stirling. I cant praise the staff enough lm eternally grateful to all the staff involved. Great customer service is not praised 10/07/26 enough.

Hardly use their app except for train times.Ok they sent me a enter a free competition by email..ok filled it in and....Got a your account is blocked.no reason just blocked.shambolic .Only for the competition as logging into my account is fine using app.Not that i can use the app as if your 60 and over with a NEC card they decided you cant book online using the card anyways making the company a joke

Excellent trains yesterday on the trip from Inverness to Glasgow. Inter7City trains, really well refurbished, are the best long distance trains in the UK at the moment. No under—coach engines, so quiet, and they ride far better than an LNER Azuma. Great staff and superb communication when there was a slight delay because of a points issue - almost all of which the driver made up.

And an excellent app, which uses the Trainline booking engine (including split ticketing) but with no Trainline fee.

The only thing I think they could do better is their first class offering on longer journeys. They need to look at Transport for Wales.

I like ScotRail. I don’t think there’s any more issues than any other train company. HOWEVER, sadly recently on 2 occasions, they have failed at the first hurdle. Last week I tried to buy tickets on the website, I tried 2 different devices, and the lovely site tells you all sorts of information about what they offer - sadly, that doesn’t extend to actually buying a ticket. Today I tried again, rather than just going to Train line. I assumed the glitch would have been fixed in a week, for goodness sake? Nope. So back to Trainline it is.
For goodness sake ScotRail, sort your bloomin website out!

Honestly one of the worst train services ive had to deal with they cant run a single train right and have the audacity to charge a £10 fine for not having a ticket bunch of chancers

Simply never on time anytime I use them. If there was an alternative I would never use them again.

Scotrail Club50 - what a joke!
3 times now over the past couple of months I have tried to book the flat rate ticket (£19) only for the website to tell me - option not valid. I emailed and phoned customer services, emailed in and explained what happens when I try to book tickets and even sent screen shots of responses only for Scotrail to email me again to ask me to explain further what the issue is...? Needless to say no further communication from them since I asked what further information can I send you? I have again tried this morning to book another ticket only to be told the same - this option is not available. For a company receiving tax payer money you would think they would be able to fix a computer glitch but no! Come on Scotrail get your act together!

£70 for a 1 day return from Dundee to Edinburgh, could of flown to London for a £30 return ticket and not deal with some junkie stinking ae pure BO. Nationalised company, nae wonder Peter Murrell was buying campers vans and expensive brasses.

More populated than India on one carriage.😂😂😂😂😂

No sockets to charge electronics.

I must give credit and gratitude to an amazing guard on the 11am Scotrail from Montrose to Aberdeen on Monday 29th June 26. His name is Geraint.. On my arrival at the station there was a train on the track. Not my train but Geraint saw me coming and held the train for me. I explained that I was due to get the next train but he advised me to get on as there were delays and as I had a connection to get in Aberdeen, I’d probably miss it. I got on. He went to so much trouble to tell me where my connection would be. I only had a few minutes to get it. He was really kind and deserves praise, as I’ve never been treated with such consideration on a train!!

A truly useless, embarrassing and sclerotic company/organisation/ service...a total embarrassment to a country that purports to be "developed"..Yet again,numerous train cancellations in Glasgow and suburban routes..and usual derisory zero information,other than "obstruction" on overhead cables..just one if many partial explanations allied to seemingly snail paced engineers!..but of course,all of this tediously repetitive garbage train service delivery,comes back to the parochial,visionless governing 'party/elites',which,in assuming public ownership,promised modernisation and significant improvements...of course,all rather disingenuous and economical with the truth!..A transport system more like a "relic" and the same,tiresome excuses repeated year after year! Total overall and fresh management introduced essential..no accountability anywhere.A truly shameful rail/train structure,poor quality,rolling stock, and zero public service/management accountability ( ever seen a manager on a train, randomly talking to passengers!?)..and regardless of volume of complaints...nothing improves...emblematic of wider lack of quality from the mediocre politicians through to such essential national services

Still no ticket machine at Prestwick International Airport Station. As such could easily have travelled without a ticket. Surely an International airport requires at least a ticket machine. Maybe time the scaffolding propped up platforms could get a bit of proper maintenance also. Surely not the way Scotland wants to set it's first impression to travellers.