“Appalling customer service, apparently ScotRail thinks it's your fault if you miss the train when the board shows your train as delayed without even providing a platform We have never experienced such poor poor customer relations. The member of staff refused to give us her name to escalate the matter with her manager the train after has also been cancelled with no notice leaving us stranded.0/10 would not recommend to my worst enemy.”
“Dropped a bag with a glass bottle in the station passenger area of Inverness station and was mortified. One of the young station staff nipped off and brought a bucket and mop. Just like to say I’m so sorry and thank you to that lovely young man.
Just made my train and the bag was wet and the conductor Rebecca and the young lady Natasha with the coffee cart couldn’t have been more helpful, kind and caring about the situation. They really helped me out. I happily sat in the seat by the door and the girls made sure I was fine and reassured me that all was ok.
What a brilliant team of young cheerful staff.
They are credit to ScotRail. I’m sure they all have bright futures with the company.
Many thanks to all three.”
“Whatever you do, do NOT purchase the grand tour pass. It’s a scam! There’s no assigned seating and after 4 stops from Edinburgh, we were bumped out of our seats. There were no reservation cards on the seats when we boarded.
Pay the money for assigned seats! If not, you could be bumped off.”
“Laughable and diabolical service from SANDY the ticket inspector on 01/09/2025 on the 9.50 train from Glasgow Central to Edinburgh Waverley.
In the first instance she stepped in front of me smelling of vape at the double barriers at the platform although I had a bicycle and heavy bags.
When she did come to look at my ticket she asked if I had a Senior Rail Card to go with the ticket as I trying to find it she twice said I did not have one.
At this point she still smelled of vape as if she had been vaping on the train.
I then showed her the in date Senior Rail Card and she then called me an idiot.
Really an ignorant fool who seems to break the law (Vaping on railway property) saying that to a passenger who has a valid ticket and railcard is inexcusable.”
“The kind Gentleman who sorted out my travel issue at the Queries Department at Central Station this morning, a great service, a credit to your organization, Thank you.”
“A low and skuzzy trick indeed.
Delays and cancellations are inevitable - but having a 28-day restriction on claiming compensation for them is a low and skuzzy trick.
Tweedbank - Edinburgh 18:50 on 8 July cancelled at short notice due to "staff shortage". Should be 50% refund, according to the website - arrival time 30 mins late.
However, as I was busy and preoccupied with taking care of my father - in and out of hospital for cancer treatment - over the last 4 weeks - I appear to have missed Scotrail's deadline.”
“The worst ever travel by train journey, 2 carriages every single seat booked. Aberdeen to Inverness standing room only from Aberdeen folk in the toilets in luggage racks
It is very likely I will never by choose take a scotrail train again truly awful service”
“At Bathgate Station Sunday service there are staff on duty but they will not help at all.
Staff went into the staff room but avoided helping waiting customers and pretended they weren't there when one fed up customer knocked on the door.
One customer was desperate for the toilet and couldn't get the key.
Another was waiting to buy a ticket at the OPEN counter position.
Absolute disgrace.”
“Requested a quiet coach but looks like theres no such thing! People talking loudly on their phones..
Freezing...I know its freezing outside so please let's have some heating on the train. Also windows so dirty I couldn't see outside !
I hate to moan but have traveled a lot on trains in Europe...why can't we be more like them??”
“Terrible terrible services. I started a job in Edinburgh like 3 months ago and these trains are always delayed or cancelled last minute. I never experienced something like this in my entire life of 30 years old. Absolutely horrible.”
“My wife and I where travelling from Stepps to Edinburgh..having not been on a train for a number of years we were confused as how to get there ...at the station we met a conductor named Dominic ..we explained our dilemma ..and I can only say Dominic took over he took us to Queen St arranged our tickets took us to the platform put us on the train and provided us with excellent customer service and this was before he started his shift .I can't thank him enough for what he did for us .he's an absolute credit to scotrail ...thank you Dominic”
“Worst journey ever from Edinburgh to inverness ...no heating at all in our carriage for a four hour journey in freezing conditions .....no kind of service for getting a hot drink ...Toilet was working ...no soap...there was water...no dryer....so no good like the rest of the journey...but I guess we are stuck paying for a crappy service until something changes.”
“Purchased tickets from Edinburgh to Inverness. The train stopped in Perth where they announced the train was cancelled. Filed a claim (Reference SR/DR/20221017/BDDF) for reimbursement which is not being honored because I can't produce a "spoiled ticket". WTF is a spoiled ticket? My receipt combined with the fact that THEY CANCELLED THE TRAIN, should be sufficient. PO'd beyond words. I recommend hitchhiking over this mode of transportation. Buyer Beware!”
“MAYBE MAKE YOUR FLIPPING StRkEs MORE CLEAR AND NOT LIKE HIDE IT AWAY SO NO ONE CAN SEE IT I WASTED SO MUCH MONEY CAUSE YOU’S COULDNT M͟A͟K͟E͟ T͟H͟E͟ S͟T͟R͟I͟K͟E͟S͟ C͟L͟E͟A͟R͟”
