Passenger Charter

As Scotland's key rail transport provider, we want to make sure that every trip you have with us is as enjoyable as possible.

Our Passengers' Charter is designed to give you a better idea of what our business is all about, and the high standards you can expect from us each and every time you travel.

Please read our full Passengers' Charter.

Listening to your views is important to us. They're the difference between us providing a good service and a great one. We therefore welcome any comments, suggestions and views you have on any aspects of our service.

We also want you to be satisfied with every aspect of ScotRail's service, but if we do not fulfil our Charter obligations, we will consider claims for delays, disruptions or poor service. The limit for compensation (other than personal injury) is £1,000.

Click here to download Your Feedback - a pdf incorporating a comments form and a compensation claim form.