Our rules of travel
We want to be clear and transparent with customers in everything we do so, to make sure we always act in a fair and consistent way, we've set out below guidelines for our revenue protection policy.
This policy helps us to reduce levels of ticketless travel and make our services fair for everyone. The vast majority of our customers do purchase the right ticket and this helps us invest in improving services for us all.
Buy before you board
We make buying a ticket before you board as easy as possible - at our stations, online, over the phone and at self-service ticket machines. At stations where there's no option to buy a ticket, we make sure that customers are able to buy the best value fares on the train instead.
Travelling with an invalid ticket
If you travel with an invalid ticket you'll have to pay the difference in price. If you're travelling with an Advance ticket that's different to the one booked, you'll need to buy a full new ticket.
An invalid ticket might mean you've travelled beyond your destination or travelled with an off-peak ticket during peak times.
If things go wrong
We know things don't always go as planned - tickets get lost or stolen, or people miscalculate fares. If you encounter a problem, please speak to us rather than boarding a train and hoping for the best.
We can process payments which allow your ticket to be paid for by another person at any National Rail station. In some circumstances we will issue you with an authority to travel, allowing you to complete your journey.
Minors and vulnerable adults
Our staff are trained to assist vulnerable people. We'll help people who are stranded or don't have the means to get home, so if you find yourself in this situation do speak to a member of staff.
We also have Help Point telephones at each of our stations where you can speak to someone and get advice.
If you are found to be travelling without a valid ticket, we have the option to issue a Travel Irregularity Report.
We'll record the traveller's full name and address and date of birth, as well as time, location and description of the incident. Then a bill, including an administration fee, will be issued by post.
National Rail Conditions of Carriage
When you purchase a ticket to travel on the National Rail network you enter into agreement with the train companies whose trains you have the right to use. The National Rail Conditions of Carriage (NRCoC) set out your rights and any restrictions to those rights.
Copies of the NRCoC are available from ScotRail booking offices or from www.nationalrail.co.uk/nrcoc