ScotRail Reviews

Booked two journeys requiring cycle reservations back in April for July. I checked once the amended timetable came out to find that the outward journey had been cancelled due to driver shortages so applied for refunds. That was on 6/6/22 - to date, after many emails with customer relations, one portion has been refunded still awaiting the other. Yesterday they have the cheek to send me an email advising “that if I don’t contact them with additional information in a timely manner the matter will be closed” - they have all the information they’ve requested. Any other retail operation can refund within days - it’s now 6 weeks and still not sorted.

Appalling services continue. Watching yet again people getting turned away from a 2 carriage service at peak times. This has been raised so many times and nothing has changed for weeks. Someone who is in charge needs to go and they need to resign now.

I can’t believe I had to even give 1 star to start this review. Travelling back from a cycling tour and thought I’d arrange a bike booking from Arrochar to Glasgow. Only to find out that there’s a driver shortage and hence a reduced service, and there are no spaces for bikes on the one train that’s going south today. ScotRail management should be ashamed that they are providing a substandard service. Don’t ever rely on Scottish rail travel!!

After waiting for surgery for 4+ years, travelling from East lothian to Plymouth on a ticket costing almost £500, scotrail cancel the train 4 days (not including business days as this is the weekend!) before travel. Will only refund the whole ticket which I still need to get down and there are no other trains to cover their part of the journey. I get the cost of living is rising but its rising for everyone. Nurses and doctors aren't striking? Fire service and police force aren't striking and they earn wayyyyy less. Greedy and selfish. Everyone is struggling! Actual joke of a service. Scotrail gets no Korean money from me. Boycott them!

Our train has been canceled due unexpected malfunction.
ScotRail in a very efficient way organized for us replacement minibus.
Thanks to the extra efforts of ScotRail staff we have been able to safely return to Inverness.
Thank you so much for your help!

Half a dozen times a year I use the Edinburgh to Glasgow Queen Street service with connections to Newcastle. These are fast modern trains with plenty of spare seats. Punctuality has never been an issue and the ones I caught yesterday had a member of staff coming through to collect rubbish. He was also very responsive when I told him about a blocked toilet.

Never had a bad experience

For two adults and kids to go to Waverly Edinburgh it was cheaper for us to drive to Edinburgh by approx £50. We would always choose train over driving if possible but the cost difference now is just far too much to justify getting the train over driving...and that's when fuel prices for petrol are insane.

Sold a ticket to a service that did not exist, and the staff at the station were very rude and less than helpful.
Awful service!!!

Sold tickets to a service that did not exist!

Bad times not enough trains going

These timetables hurt minimum wage workers the most. Adding 2 hours onto any working day or having to drop shifts due to pathetic industrial action. Absolute joke that this is allowed to continue for so long.

As a worker in the Hospitality Industry I have had to take a big drop in weekly earnings as I cannot pick up the later shifts because of the absolute joke of a timetable and your strikes.
Hitting the lower paid workers with your selfishness and greed of an already highly paid job does not win you votes. Take a step back and look what's happening around you in the real world.

Completely incompetent. Last train cancelled and ScotRail won't refund as they changed their timetable without notifying me even though I had a ticket for that specific train. And I found out at the gate in the middle of the night after waiting 2 hours and even had to pay for a taxi. Useless useless self serving waste of space.

Paid for a cheap advance ticket then was told when I arrived at the station that my ticket had already been used?! I only downloaded the app while in the taxi on the way to the station. No help whatsoever from staff. Was forced to pay an extra £47 for another ticket for the same train I already had a ticket for.

Appalling service between Edinburgh and Tweedbank. Never been a reliable option for travel. When the trains do run some staff try to get more money from you for getting your tickets on board. I would use this service if it could be relied upon and not finding out on the platform that your train has been cancelled.