We want you to enjoy every aspect of travelling with us. Our Passengers' Charter is a statement of our commitment to provide the safe and high-quality service that you have the right to expect.
The Charter contains details about how to plan your journey, how to buy tickets and how to arrange extra help if you need it.
It lets you know what to expect if things go wrong and how to make a claim through our Delay Repay scheme if you're delayed. It also sets out our performance and quality targets for the coming year.
It explains how we will keep you informed about how we're doing, and how you can get in touch with us should you need to.
Printed copies of our Charter are available from staffed stations, or by contacting our Customer Relations team
ScotRail Passengers' Charter
Our Passengers’ Charter sets out our commitments to you.
We want you to enjoy every aspect of travelling with us, whether it’s your first journey or you’re a regular customer. This charter is a statement of our commitment to provide the safe and high-quality service that you have the right to expect.
We believe that when you travel with us, you should receive great service throughout your journey.
As such, ScotRail will:
- Provide a friendly and professional service, as well as safe, clean, punctual and reliable trains.
- Make it easy for you to do business with us, from buying your tickets to sharing your feedback.
- Listen to you, engage with you and treat you fairly when things go wrong.
This Charter contains details about how to plan your journey, buy tickets and arrange extra help if you need it. It also explains what to expect if things go wrong and with our new “Delay Repay” scheme, we explain how to make a claim if you are delayed.
Running a reliable, punctual railway for the people of Scotland is important to us. We have made it easier than ever before for you to get in touch with us, whether for help and assistance, for compliments or complaints. We have included all the ways that you can contact us at the end of this booklet.
Our Charter is available online at www.scotrail.co.uk/passenger-charter, from staffed stations, or by contacting our Customer Relations team.
Scotland's railway is changing. New routes are opening, new trains are being delivered that will be faster, longer and greener, and significant investments are being made to upgrade infrastructure and services.
The transformation of our railway improves connections between businesses and customers, between people and job opportunities, and between communities. It contributes to Scotland's growth and prosperity, and it is an exciting period for everyone involved.
Our railway therefore plays a much bigger role than the journey from A to B. Our intention is to be a key part in delivering an integrated national transport network through, for example, our commitment to expanded cycle parking across the network and making journeys more convenient with Smartcard.
We will work alongside our industry colleagues, including Transport Scotland, Local Authorities, Regional Transport Partnerships, Community Rail Partnerships and other stakeholders to further improve the services, products, facilities and information on offer to our customers.
We have also created a closer working relationship with Network Rail Scotland under the ScotRail Alliance, to improve what we do, deliver the very best for our customers and transform our railway.
ScotRail will deliver a railway that improves connectivity, reduces journey times and enhances the travel experience for our customers.
A series of investments are being made to drive real improvements to services and customer service. Among the highlights will be:
- Brand new trains between Edinburgh and Glasgow on a new electrified line, offering faster journey times and more capacity
- A fully refurbished, high quality intercity fleet worthy of serving the seven great cities of Scotland
- Significant expansion of cycle parking, with more than 3,500 new spaces installed over 3 years, and new Cycle parks and Cycle points at key stations. Our Bike & Go cycle hire scheme will also be rolled out to selected stations across the network
- Offer a wider range of discounted fares on selected, reservable services for customers who can book in advance
- Roll-out of the ScotRail Smartcard. Season ticket holders who travel on annual, monthly and weekly tickets are already using Smartcard on some routes, and new routes and an even bigger selection of ticket types will be rolled out to our customers on Smartcard during 2016
- Create 10 Community Rail Partnerships (CRPs) across the country, which will involve ScotRail and the community working together to maximise the benefits of the railway to local areas
- Investment in more than 400 engaging development workshops for our staff, to help us improve the service we deliver to customers. These workshops will focus on delivering enhancements across all areas of the business
- An online panel of 5,000 customers will gather feedback and suggestions – and ultimately make improvements based on this invaluable information
These investments will allow us to deliver the best possible service for our customers, and will ensure Scotland’s railway effectively connects communities and people across the country.
We are committed to providing you with clear and concise information about your travel plans and your journey. This is available in a number of ways:
Our website, www.scotrail.co.uk can provide you with detailed information and tools to help you plan your journey. Specifically you can:
- Find details about train services, specific station facilities and opening times of ticket offices.
- Download regular timetables and check any changes to train times.
- Purchase tickets and arrange to collect them from a station or be sent to you by post.
- Check train performance at individual stations and live route performance.
- Find details of special offers and events.
Our free ScotRail app is available to download for iOS, Android, Windows, Amazon Fire OS and Blackberry 10. The app will allow you to securely purchase tickets for travel anywhere in Great Britain; purchase tickets up to 10 minutes before departure on certain routes and view live travel updates and service information.
You can speak to station or on-train staff or use one of our Help Points for information about trains, journey planning, tickets or general advice. Details of staffing and times when ticket offices are open are available on our website and at stations.
We publish timetables, which are available on our website, on posters and leaflets at our stations, and by contacting Customer Relations. You can also get information about train times from our mobile app.
Our train times are often adjusted in line with the national network, usually every six months. When this happens, new timetables will be available for collection 14 days in advance.
You can contact our Customer Relations team for general enquiries, or requests for help and advice. We are open from Monday to Sunday from 0700 to 2200 hours (except 25th Dec and 1st Jan). You can contact us in a number of ways, whichever suits you best:
Telephone 0344 811 0141
ScotRail Customer Relations
PO Box 27129
You can find information about train times, fares and ticket types, access help in planning your journey, and find live train-running information from National Rail Enquiries.
Telephone 03457 48 49 50
Their telephone line is available 24 hours a day, 7 days a week and calls are charged at local rates and may be monitored.
Also, you can call TrainTracker on 0871 200 49 50 or text 34950 for current train times.
We are introducing a range of new measures to make sure your journeys to and from our stations are faster and easier than ever. For more extensive information about cycle, bus, ferry and air connections, please visit our website.
We are keen to promote the use of cycling within your journey. We have a wide and increasing range of cycle parking facilities, and cycle lockers at our stations. For full details of each station’s facilities, please consult our website.
We don’t charge for taking your bike on the train. However, cycle spaces are limited, and reservations are often required for many of our long distance journeys. A full list of services for which this applies can be seen on our website. Reservations can be arranged by contacting us on 0344 811 0141, or by visiting a staffed station.
In all other circumstances, spaces are available on a first come first served basis. As we operate busy commuter trains, we may not be able to accept cycles on them (except folding cycles) at the busiest times.
You are required to buy and carry a valid ticket, or hold another authority to travel, for the journey you are making. It is your responsibility to check that you have the right ticket for the right train. This includes any appropriate time restrictions which may apply to your ticket.
|Region||Off Peak Times|
|Within Strathclyde||Any train except those timed to depart Mon-Fri before 0900.|
Any train except those timed to depart Mon-Fri before 0915.
Exceptions Any service departing between 1643 and 1810 from Glasgow Queen St/Central, Edinburgh Waverley/Haymarket Mon-Fri. 1815 Edinburgh-Queen St, 1815 Queen St – Edinburgh. Passengers may join the 1756 to Glasgow Central via Shotts.
|Longer Distance||Any train except those timed to depart Mon-Fri before 0915.|
This is a general guide and you should check the time restrictions for your journey before you depart as these can vary. Please ensure that you leave plenty of time of time to catch your train when buying or collecting a ticket from a station.
The National Rail Conditions of Carriage establish the legal agreement that we enter into with you when you purchase a ticket from us or another provider. Copies of this are available from our Customer Relations team or from www.nationalrail.co.uk/NRCoC.
When boarding at a station which has ticket-retailing facilities, you must buy your ticket before you board the train. If you don’t, you will need to pay the full fare. This means you won’t receive any discounts, such as Railcard discounts, or be able to take advantage of Off-peak fares. This may mean you end up paying more than is necessary.
When boarding at a station which does not have any retailing facilities, or where retailing facilities are currently unavailable (for example the ticket office is closed, or there are no functioning Ticket Vending Machines) please purchase your ticket at the first opportunity from either our on-train staff or at the end of your journey. You will then be able to take advantage of any Railcard discounts and time restrictions.
If your disability prevents you from buying a ticket before you get on the train, our staff will still sell you the most appropriate ticket, including Railcard discounts where applicable.
We offer a wide range of tickets, including Anytime, Off-Peak, Super Off-Peak, Advance and Season ticket options. First class options are also available for some of our longer routes. Please see our website, visit staffed stations or call Customer Relations for the details of tickets and advice about making the choice which best suits your requirements.
Via www.scotrail.co.uk. Here you will find an extensive range of tickets available, including discounted tickets. We will also be introducing improved access to Season tickets online allowing you to renew them. We can either send tickets to you by First Class post (a small fee applies), Standard Class (for journeys more than 5 days in advance), or you can either collect your pre-paid tickets from Ticket Vending Machines at participating stations.
From Ticket Vending Machines (TVMs)
We are increasing the number of TVMs at stations. Our TVMs sell a range of tickets for popular destinations for immediate use and accept most credit/debit cards, with some machines accepting cash. When using a TVM, please make sure the ticket you select is valid for the journey you are making.
Over the telephone
By calling 0344 811 0141, from 0700 to 2200 daily. You can choose between having your tickets posted to you or you can collect them from a TVM. Tickets for the following day can be purchased the evening before if collecting them from a TVM.
On our mobile app
You can buy almost any ticket on our mobile app and arrange to collect it from one of our TVMs. On some services we are rolling out the ability to download your ticket direct to your mobile phone. See details on the website for service coverage.
You can buy a range of tickets from our staffed ticket offices. We will accept most credit/debit cards, cash, National Rail vouchers and rail warrants. Opening hours are advertised at staffed stations and on our website.
We are conscious of the need to serve you in time to catch your train. We ask our ticket office staff to monitor queuing times and do their best to serve you within 5 minutes in the peak and 3 minutes in the off-peak.
From travel agents
Some rail approved travel agents also sell National Rail tickets.
We are significantly increasing the roll out of Smartcards across the network, changing the way Scotland travels.
Smartcards are the size of a normal debit card, and contain an electronic chip which allows rail tickets to be stored and read electronically.
We are introducing an increased variety of ticket types on Smartcard. By April 2016, you will be able to purchase:
- Seasons (annual, monthly, weekly)
- Standard Anytime and Off-peak
- Super Off-peak
Smartcards are available on an increased number of routes throughout our network. Tickets can be uploaded onto them via ticket vending machines throughout the network.
For more details, please visit our website.
Our Price Promise
The ScotRail Price Promise scheme commits to helping you access the best value tickets through any of our ScotRail retail channels. This means that if you find the same Anytime or Off-peak ticket (or combination of tickets) cheaper with other retailers than the ticket you purchased through our stations or website, then we will refund you the difference. For full details and terms and conditions, please consult our website.
Information about our stations and our trains.
Reservations are available on many of our trains, particularly longer routes. They are free with a valid ticket and can be arranged up to 1800 the day before you travel. In the unlikely event that we can’t honour your reservation, we will try to reseat you elsewhere on the train.
Failing this, we will offer National Rail travel vouchers as an apology. To claim these, please contact Customer Relations within 28 days of your journey, letting us know the train you were taking and providing us with a copy of your ticket (or other authority to travel). To help us process your claim quickly – and to avoid your claim being rejected – we ask that you have your ticket endorsed by a member of our station or on-train team.
A number of our services have at-seat trolley catering; these are shown in timetables, and serve a variety of hot and cold drinks, sandwiches and light snacks. We are introducing a wide new range of food and drink on our catered services, sourcing from local Scottish suppliers wherever possible.
Regular quality checks are carried out to ensure that our catering service meets the high standards we have set.
Our major priority is your safety and security. We have CCTV at many of our stations and we work closely with the British Transport Police to ensure your protection. BTP offer a text service to passengers for issues that do not require an immediate emergency response. The text number is 61016 and the service is monitored 24/7.
Safety notices are displayed throughout our trains and we encourage you to familiarise yourself with these instructions each time you travel.
Smoking is not permitted on any of our trains or at stations, including the open platforms. We also do not permit the use of electronic cigarettes and vaporisers.
Our alcohol policy is intended to improve customer comfort and safety. It is enforced in partnership with the British Transport Police.
There is a restriction on the consumption of alcohol between the hours of 2100 and 1000 on all our services and stations. You may not carry on visible alcohol during these times – opened or unopened. In addition, people who are noticeably drunk, or acting in a disorderly manner, are not permitted to board at any time of day.
We may introduce further restrictions as we see fit at other times to help maintain the safety and security of passengers.
For enquiries about lost property please contact Customer Relations via the following number:
Telephone 0141 335 3276
Items left at our stations or on our trains are stored at Glasgow Queen Street station, from where you can collect them. We sometimes charge a small fee for returning items to you. Regrettably, we cannot send items to you in the post or otherwise.
Please note that items left at Glasgow Central or Edinburgh Waverley will be stored at these locations.
We welcome disabled customers and those with restricted mobility who need extra help using our services. We support the rail industry Passenger Assist booking system and we are happy to help you book your journey anywhere on the national rail network.
For more information on requesting assistance, please visit our website or any staffed station. In addition we have specialist help lines:
Telephone 0800 912 2901 Free of charge, Monday to Sunday from 0700 to 2200
Text phone 18001 0800 912 2901
We also publish a more detailed Making Rail Accessible guide that sets out our policies and our commitment to disabled customers, including those with reduced mobility. The guide is available free of charge on our website, at staffed stations or from Customer Relations. It is available in various formats (such as large print, Braille and audio) on request from Customer Relations.
We provide help to disabled people throughout our network, whether this is booked in advance or not. However, to ensure we can provide the best level of assistance to you, we ask that wherever possible you contact us to book assistance at least four hours in advance of your journey, and 24 hours for journeys beyond the ScotRail network.
Many of our stations are unstaffed or partially staffed. For unstaffed and stations out of staffed hours, assistance is only provided for boarding and alighting the train from the platforms, by our on-train staff. We provide all types of assistance at staffed stations, as long as it’s within the immediate environment of the station.
We guarantee to provide assistance to help you off the train as soon as possible, and within 5 minutes maximum for stations at the end of the line.
Planned engineering works, unplanned engineering works and disruption.
Engineering works are necessary to improve and make the railway better. We work with Network Rail to minimise the impact of these works but in some instances they will cause disruption to your journey. Sometimes train journeys are lengthened or diverted during planned engineering works, and some services may be replaced by bus or other suitable services.
The best way to keep up to date with changes in train times is via our website, which displays details of planned work at least 12 weeks in advance. We also display posters at stations detailing changes at least 7 days in advance of planned work, and more detailed summaries are available from staffed stations 14 days in advance.
Where bus replacement services are operated, space will be limited compared with the train, especially if you are carrying large items of luggage and prams. Cycles (except folding cycles) cannot be carried on replacement bus services.
Sometimes emergency disruption occurs to our services which requires the introduction of a temporary timetable for a period of time, or short-term alterations to services. Live train information is updated on our website, app, customer information screens and from staffed stations. We also send Journey Check alerts to your smartphone for registered customers – full details are available on our website.
We always aim to give you clear information as quickly as possible during disruption so that you can make alternative arrangements for travel. If the delay is more than 1 hour we will help you get to your destination using either scheduled bus or tram services, or by rail replacement services. Our Alternative Transport Policy can be found within our Passenger Delivery Plan 2015, on our website.
If the delay occurs after your train has started its journey, we will do our best to get you to your destination station. This may be by an alternative train route or via an alternative method of transport, such as bus or taxi. Again, where bus replacement services are operated, space for large objects will be limited compared to the train.
Where it will be impossible to get you to your destination at a reasonable time, we will arrange for you to travel the next day, and in the interim either return you to where your journey started, or arrange overnight accommodation. In some circumstances you may be entitled to a refund. See our section on ‘Refunds for journeys not made’ in this Charter for more information.
If you are on a train that has a catering trolley and are delayed 60 minutes or more, we will offer you complimentary non-alcoholic drinks (while stocks last). If you are at a station with catering facilities, and are delayed 60 minutes or more, we will issue you with complimentary non-alcoholic refreshments upon proof of your delay.
Information on compensation arrangements for delayed trains and refunds for journeys not made.
If you hold a valid ticket for your journey, you can claim vouchers for delays to you of 30 minutes or more, whatever the reason. You can claim:
|Length of delay||Reimbursement|
|30 to 59 minutes||50% of the cost of your one-way ticket or 25% of the cost of your return ticket|
|60 to 119 minutes||100% of the cost of your one-way ticket or 50% of the cost of your return ticket|
|120 minutes or more, for either or both of the outward or return legs of your journey||100% of the cost of the one-way or return ticket|
For Season tickets, the voucher award will be calculated on the proportionate single ticket cost for that journey. For example, we calculate the proportional award for a seven day ticket on the basis that ten one-way journeys (five return journeys) are made during the week. We then apply the calculation used in the table above.
All awards are made in National Rail Travel Vouchers which can be used to buy tickets to travel with any train company in Great Britain. They are valid for 12 months. Alternatively, you can request for your award to be granted in cash instead, by presenting your voucher at a ScotRail station.
You can claim through the ScotRail website or by posting a reply-paid Delay Repay form to Customer Relations. Claim forms are available from staffed stations or from our Customer Relations team. In addition, during periods of severe disruption we will do our best to advise you about the claim process.
Generally when making a claim, we will require either a copy of your Season ticket or the actual ticket. For Smart and mobile tickets we require your registered email address and/or your booking reference number. All claims must be made within 28 days of the delay. We will not normally accept a claim if you were advised in advance of your journey of the delay or before you purchased your ticket. In the event that a temporary timetable is introduced, compensation entitlements will be based on that temporary timetable.
Should a period of poor performance be experienced to our services, we will consider reimbursing Season ticket holders over and above the arrangements explained above.
If you have bought a ticket but didn’t use it, you may be entitled to a refund. Some ticket types do not qualify for refunds, but we will make this clear to you when you buy your ticket.
When trains are disrupted
If your train is delayed or cancelled before you start your journey, you may decide not to travel. In these cases we will give you a full refund for the unused part of your ticket if you return it immediately to any National Rail ticket office or via Customer Relations within 28 days validity of the ticket.
If your train is delayed or cancelled part way through your journey, and we cannot get you to your destination or other agreed location within a reasonable time, you may decide to terminate your journey with us and return to your original station. We will give you a full refund for your disrupted journey if you return your ticket immediately to any National Rail ticket office or via Customer Relations within 28 days validity of the ticket.
When trains are running normally
If your train is running as normal and you still decide not to make your journey, you may make a claim for a refund for some ticket types. You must submit your claim within 28 days of the disrupted journey and a £10 administration fee per ticket may be charged. In this case, some ticket types (including Advance tickets) are non-refundable.
- If you bought the ticket at a National Rail station you can return it to any National Rail ticket office
- If you bought it online, please follow the refund instructions given on the website you used
- If you bought it from a third party, such as a Travel Agent, please return it to them
If your Season ticket is no longer required, please return it immediately to the ticket office where you bought it, or to Customer Relations. The amount refunded is based on the difference between the cost of the Season ticket you originally purchased and the cost of a Season ticket for the period up to the date you surrendered the ticket to us. Season tickets offer significant savings for the regular daily traveller and you will find that if there is only a small proportion of the validity remaining, you will receive only a small refund or perhaps nothing at all. For example, an annual Season ticket gives you 52 weeks’ travel for the price of 40 weeks’ travel – it therefore has no refund value after 40 weeks’ validity.
You can also change the journey or class on your Season ticket, providing that the original ticket was valid for one month or more, and still has at least seven days’ validity remaining. If there is a difference in price between the two tickets, you will need to pay the difference, or else we will refund you the difference if it is cheaper. This will be calculated on a pro-rata basis, depending on how many days validity remain on the ticket you are exchanging.
Please remember that if you hold a Season ticket and are unable to travel for more than four weeks due to illness, you may apply for a discretionary partial refund of the unused portion. This is subject to our discretion and we may ask you for supporting documentation, such as a medical certificate.
How we monitor and communicate our service quality standards and punctuality and reliability information.
We work closely with Transport Scotland to ensure that the quality of our services is of the highest standard, monitoring these standards and reporting the results to you.
The Service Quality Incentive Regime (SQUIRE) is used by Transport Scotland to monitor and measure the quality of customer services we provide. Inspectors continuously audit stations and trains throughout the year. Results are published at www.transportscotland.gov.uk, and you can view results for your specific station or route, as well as Scotland as a whole.
Customer satisfaction levels are also monitored externally by the National Rail Passenger Survey (NRPS), conducted across Great Britain by Transport Focus. Currently this is conducted twice a year, but we are now increasing this to four surveys per annum. Results are published at www.transportfocus.org.uk.
In addition, we undertake an extensive internal audit programme, designed to complement the results from the SQUIRE regime and NRPS. We pay particular attention to:
- Train standards; including the facilities, cleanliness and information
- Station standards; including information, ticket offices, facilities available, car parks
- People standards; including appearance, availability, customer service and knowledge
We regularly publish our results for these inspections on our website.
We work as part of an alliance with Network Rail to continually make our train services more reliable and run on time. All our services are monitored every day, including Sundays and Bank Holidays.
The standard measure throughout Great Britain for measuring train service performance is the Public Performance Measure (PPM).
PPM is measured as the percentage of our trains called at all booked stations and have arrived at their final destination within 5 minutes of the advertised time. When a specially advertised revised timetable is in operation, at times of engineering work for example, we are measured against the revised times.
We publish our PPM, both for the network as a whole, and broken down by service group. We also publish On Time information (trains arriving within 59 seconds of their booked arrival time) for key destination stations.
Details of our performance against these targets can be viewed on our website. We also provide performance information at key stations.
We want you to be satisfied with every aspect of our service. If you have seen any exceptional service offered by a member of our staff, we would love to hear from you. If you have any comments, suggestions or complaints about any of our services, we welcome your feedback. You can submit your comments to us online via Twitter @ScotRail, or www.scotrail.co.uk or by contacting our Customer Relations team, by telephone, email or in writing; full contact details are listed in the Contact Us section below.
We will aim to respond to your complaint with 7 working days of receipt. If we fail to reply to you within this timescale, we will send you £5 in rail vouchers as an apology. Where we receive complaints about other train operators in error, we will forward the correspondence to the relevant operator and advise you that we have done so within 7 working days of receipt.
We will always try and deal with comments in a fair and reasonable way, taking account of the National Rail Conditions of Carriage and this Passengers’ Charter. If however you are not happy with our response, you can contact Transport Focus who may, if they consider it appropriate, take up your case. Transport Focus is the independent consumer watchdog set up by Parliament to protect and promote passenger interest. Their details can be found in the Further Information Sources section below.
We are inviting you to have your say through the introduction of our online customer panel. We see this as an important way of listening to your views about a range of issues relating to how we perform across Scotland. This could be about how we have delivered services during a period of disruption, or gathering views about potential new service or station facilities.
You can find out more details for the panel via our website.
You can contact us in a number of ways.
Telephone 0344 811 0141
ScotRail Customer Relations
PO Box 27129
Opening hours Monday to Sunday from 0700 to 2200 hours (except 24th December 0700-2000). Closed 25th December and 1st January.
Telephone 0800 912 2901 Free of charge, Monday to Sunday from 0700 to 2200
Text phone 18001 0800 912 2901
Telephone 0344 811 0141
Telephone 0141 335 3276
National Rail Enquiries
You can find information about train times, fares and ticket types, general advice, help in planning your journey, as well as up-to-date live train-running information from National Rail Enquiries. The telephone line is available 24 hours a day, seven days a week and calls may be monitored.
Telephone 03457 48 49 50
Also, you can call TrainTracker on 0871 200 49 50 or text 8 49 50 for current train times.
This is an independent source of information about public transport and therefore includes details of train, buses, coaches and trams across Scotland.
Telephone 0871 200 22 33
Should you be unhappy with a response to any complaint you have made to us, you can contact Transport Focus who may be able to assist.
PO Box 5594
Southend on Sea