If you need assistance with your journey, call one of the numbers below during office hours (0700 to 2200, Monday to Sunday). Outside these hours an answerphone service is available.
You can now also request assistance online for journeys which are more than 24 hours in advance, by completing the online booking form below.
Text Relay Service technology connects those who cannot speak or hear on the phone with other people using a telephone by providing a text-to-voice translation. For more information about our 'Text Relay Service' click here.
To contact us by post, write to:
ScotRail Customer Relations
P.O. Box 7030
Fort William
PH33 6WX
To contact us by email, write to:
scotrailcustomer.relations@firstgroup.com
The pages in this section can also be viewed in a larger font size by selecting ‘View’, then ‘Text Size’, from the main tool bar.
Alternative formats of our Policy document (which include audio CD, Easy Read and Large Print) can be obtained by contacting us via any one of the choices given above. These formats can be provided within 7 working days of receiving the request, including our Disabled Persons Protection Policy in Braille type.
We produce this document as part of our station and train operator license. It details our commitments to the needs of people with disabilities, gives summary information on the accessibility and facilities of each station, general rolling stock accessibility – and an opportunity for disabled people to feedback their views on the services we provide.
Click here to view or download a PDF version of our Disabled People's Protection Policy: Making Rail Accessible - Helping Older and Disabled Passengers.
Please note that there is an error in the booklet that has been send out on regarding routes operated by our trains - Class 314s, 318s, 320s, 334s, 380s, Mark 11 and Sleeper Vehicles. The correct way is to drop one line below all Classes until you get to Mark 11 and tie with Edinburgh - Edinburgh (Fife Circle). Alternatively, you can download a correct copy above.
Click here to view or download a Microsoft Word version of our Disabled People's Protection Policy: Making Rail Accessible - Helping Older and Disabled Passengers.
If you require Making Rail Accessible - Guide to Policies and Practices, please contact ScotRail Customer Relations on the address provided above.
Click here to view or download a PDF copy of our assisted Passengers' Feedback Form.
RNIB REACT system is an audible directional system for visually impaired customers but its installation has benefited even those with learning disabilities.
The following stations all have RNIB REACT installed: Brunstane, Camelon, Dumfries, Glasgow Queen Street High and Lower Level, Larbert, Lenzie, Linlithgow, Kirkcaldy and Inverness.
To get a fob that activates this system, contact RNIB at:
Business Development Team
RNIB Innovation and Disability Access Services
PO Box 173
Peterborough
PE2 6WS
Telephone 01733 37 53 45
Email busdev@rnib.org.uk
We try and give all the help that’s needed to our disabled customers throughout our network – whether or not they have booked in advance. We do recommend that travel assistance is booked at least four (4) hours in advance whenever possible to ensure that we are able to make necessary arrangements.
At stations where we have barriers in operation, we will always make sure that automatic or manual ticket gates are locked open when staff are not in attendance.
Where our services are disrupted, we will provide alternative accessible transport to take disabled customers and their companions to the nearest, or most convenient accessible station, in order to continue their journey.
If travelling from an inaccessible station, we may provide alternative accessible transport to the nearest accessible station. It is recommended that customers book in advance so that this can be arranged.
This service will be provided at no extra charge, providing a valid rail ticket for the journey is held.
To find out more and make advance booking, contact us on the number at the top of this page. The National Rail Enquiry Service also provides information for travel on all National rail services throughout the UK. National Rail Enquiries: 08457 48 49 50 or http://www.nationalrail.co.uk/
We do not normally provide assistance at unstaffed stations, but if you need help alighting, let the Conductor/Ticket Examiner onboard know. ScotRail train services normally have staff available to help and all trains carry a portable ramp.
We don’t employ staff specifically to carry luggage, but we do commit to providing free luggage assistance to and from the train for disabled and older customers where this has been booked in advance, and it is reasonably practicable to do so. Please bear in mind the weight, size and quantity of the luggage. This service is limited by the individual staff member's ability to lift the item(s). Our staff are trained in manual handling and therefore will not lift anything that they feel would put their own health or wellbeing at risk. There is no charge for this service.
We have priority spaces on each train designated specifically for the use of wheelchair users. Prams and Buggies can occupy this space if it is not required for the use of wheelchair users. Should a wheelchair user join the service, and require use of the space, you may be asked to fold and store prams or buggies if there are no alternative spaces available.
Portable ramps are provided on all of our trains. These ramps make it possible for wheelchairs or scooters that meet our specification alight. Please note that scooter assistance should be booked in advance.
These trains have been introduced on the Ayrshire, Inverclyde and North Berwick routes. The class 380 trains may be longer than some platforms at certain stations. Disabled customers are advised to board the front five carriages. Information leaflets are available at ticket offices on the routes where these trains operate. You can download or view our Longer Trains information leaflet here. It gives you information on what to do boarding class 380 train.
We support the Disabled Persons' Railcard, which offers discounts on a range of rail tickets. Click here for more information. You can find out more from the 'Rail Travel made easy' guide, (published by the Association of Train Operating Companies (ATOC) and available at all our staffed stations) or by clicking here. We also support local authorities discount schemes for disabled people.
Although seat reservations can be made for some of our longer distance express services, most of our services cannot be reserved. However, most of our trains have wheelchair-designated areas. On services that don’t, there are spaces marked for wheelchair users especially close to tip-up seats.
We welcome feedback from our disabled passengers as it helps us improve our services. The feedback we receive will be used to measure our policies against the facilities and services we provide. When reviewing our policies, we will consider the opinions and feedback you provide.
Please use this email only for general feedback. Complaints should continue to be addressed to ScotRail Customer Relations.
This is an opportunity for disabled people to communicate with us and help us improve the facilities we are providing.
Please click here to give us your feedback.
