Privacy & Cookie Policy

This Privacy and Cookie Policy is divided into two parts:

Part 1 - Use of your personal information: The basis on which your personal information that we collect from you, or that you provide to us, will be stored and used by us.

Part 2 - Information about Cookies: Which cookie files we use, how these work and why we use them.

Part 1 - Use of Your Personal Information

1. About this Privacy Policy

Abellio Scotrail Ltd ("we", "us", or "our") is committed to protecting and respecting your privacy.

This policy (together with our Terms and Conditions and any other documents referred to on it) sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.

This policy applies to the website The website ('our site') is owned and operated by Abellio Scotrail Ltd, whose registered office is at 5th Floor, Culzean Building, 36 Renfield Street, Glasgow, G2 1LU. Abellio Scotrail Ltd is a company registered in Scotland with company number SC450732.

By visiting you are accepting and consenting to the practices described in this policy.

For the purpose of the Data Protection Act 1998 (the Act), the data controller in respect of our site is Abellio Scotrail Ltd of 5th Floor, Culzean Building, 36 Renfield Street, Glasgow, G2 1LU.

Any changes we may make to this policy in the future will be posted on this page and, where appropriate, notified to you by email. Please check back frequently to see any updates or changes to this policy.

Questions, comments and requests regarding this policy are welcomed and should be emailed to our Customer Relations team via the the Contact Directory on our site.

2. Information that we may collect from you

We may collect and process the following data about you:

Information you give us

You may give us information about you by filling in forms on our site, or by corresponding with us by phone, email or otherwise. This includes information you provide when you register to use our site, subscribe to our service, search for tickets, order tickets on our site, participate in discussion boards or other social media functions on our site, enter a competition, promotion or survey, and when you report a problem with our site. The information you give us may include your name, country of residence, email address, phone number and travel preference inform.

Information we collect about you

With regard to each of your visits to our site we may automatically collect the following information:

  • Technical information, including the Internet Protocol (IP) address used to connect your computer to the internet, your login information, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform
  • Information about your visit, including the full Uniform Resource Locators (URL) clickstream to, through and from our site (including date and time), tickets and/or journeys you viewed or searched for; page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), and methods used to browse away from the page and any phone number used to call our customer service number

Information we receive from other sources

We may receive information about you if you use any of the other websites we operate or the other services we provide. In this case we will have informed you when we collected that data that it may be shared internally and combined with data collected on this site. We are also working closely with third parties (including, for example, business partners, sub-contractors in technical, payment and delivery services, advertising networks, analytics providers, search information providers, credit reference agencies) and may receive information about you from them.

3. Uses made of this information

We use information you give to us in the following ways:

  • To carry out our obligations arising from any contracts entered into between you and us and to provide you with the information, tickets and services that you request from us
  • To provide you with information about other tickets, products and services we offer that are similar to those that you have already purchased or enquired about
  • To provide you, or permit selected third parties to provide you, with information about products or services we feel may interest you. If you are an existing customer, we will only contact you by electronic means (email or SMS) with information about goods and services similar to those which were the subject of a previous sale or negotiations of a sale to you. If you are a new customer, and where we permit selected third parties to use your data, we (or they) will contact you by electronic means only if you have consented to this. If you do not want us to use your data in this way, or to pass your details on to third parties for marketing purposes, please tick the relevant box situated on the form on which we collect your data (the order form or registration form)
  • To notify you about changes to our service
  • To ensure that content from our site is presented in the most effective manner for you and for your computer

We use information we collect about you in the following ways:

  • To administer our site and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes
  • To improve our site to ensure that content is presented in the most effective manner for you and for your computer
  • To allow you to participate in interactive features of our service, when you choose to do so
  • As part of our efforts to keep our site safe and secure
  • To measure or understand the effectiveness of advertising we serve to you and others, and to deliver relevant advertising to you
  • To make suggestions and recommendations to you and other users of our site about products or services that may interest you or them

For information we receive from other sources - we may combine this information with information you give to us and information we collect about you. We may use this information and the combined information for the purposes set out above (depending on the types of information we receive).

4. Disclosure of your information

We may share your personal information with any member of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 1159 of the UK Companies Act 2006.

We may share your information with selected third parties including:

  • Business partners, suppliers and sub-contractors for the performance of any contract we enter into with them or you
  • Analytics and search engine providers that assist us in the improvement and optimisation of our site

We may disclose your personal information to third parties:

  • In the event that we sell or buy any business or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business or assets
  • If Abellio Scotrail Ltd or substantially all of its assets are acquired by a third party, in which case personal data held by it about its customers will be one of the transferred assets
  • If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our Terms and Conditions and other agreements, or to protect the rights, property, or safety of Abellio Scotrail Ltd, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction

5. Where we store your personal data

The data that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area (EEA). It may also be processed by staff operating outside the EEA who work for us or for one of our suppliers. Such staff maybe engaged in, among other things, the fulfilment of your order, the processing of your payment details and the provision of support services. By submitting your personal data, you agree to this transfer, storing or processing. We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this policy.

All information you provide to us is stored on our secure servers. Any payment transactions will be encrypted. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.

Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site. Any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

6. Your rights

You have the right to ask us not to process your personal data for marketing purposes. We will usually inform you (before collecting your data) if we intend to use your data for such purposes or if we intend to disclose your information to any third party for such purposes. You can exercise your right to prevent such processing by checking certain boxes on the forms we use to collect your data. You can also exercise the right at any time by writing to us at Abellio Scotrail Ltd, 5th Floor, Culzean Building, 36 Renfield Street, Glasgow, G2 1LU.

Our site may, from time to time, contain links to and from the websites of our partner networks, advertisers and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

7. Access to information

The Data Protection Act 1998 (the 'Act') gives you the right to access information held about you. Your right of access can be exercised in accordance with the Act. Any access request may be subject to a fee of £10 to meet our costs in providing you with details of the information we hold about you.

Part 2 - Cookies

Our site uses cookies to distinguish you from other users of our site. This helps us to provide you with a good experience when you browse our site and also allows us to improve our site.

We use two types of cookie on our site, those which are strictly necessary for our site to operate functionality, such as the ticket booking and purchase. We also use third party cookies from Google which enable us to track website usage and measure how effective our marketing activity is.

So what is a cookie?

A "cookie" is a small text file that is placed on a user's computer hard drive by a website. There are several types of cookie and the most common are often referred to as 'session' cookies. These are used to keep track of information needed by a user as they travel from page to page within a website. These cookies have a short lifetime and expire within a few minutes of the user leaving the website.

Other types of cookies can be used to track internet activity after the user has left a website. These are usually sponsored by organisations external to the website being visited and are generally known as 'third-party' cookies. These usually have a long lifetime with several months being quite common. They are 'harvested' and 'refreshed' whenever the user visits a page where the same or a similar cookie is being used.

Cookies which are strictly necessary

We use the following cookies on our site.

  • ASP.NET_SessionId - This is a session cookie and allows for the maintenance of the online basket.
  • SecureToken - a session cookie used for the secure maintenance of a signed-in customer.

Third party cookies

We also use Google’s cookies for analytics and for conversion tracking. The cookies set by Google are as follows:


This cookie is typically written to the browser upon the first visit to our site from that web browser. If the cookie has been deleted by the browser operator, and the browser subsequently visits your site, a new __utma cookie is written with a different unique ID. This cookie is used to determine unique visitors to our site and it is updated with each page view. Additionally, this cookie is provided with a unique ID that Google Analytics uses to ensure both the validity and accessibility of the cookie as an extra security measure. This cookie expires two years from set/update.


This cookie is used to establish and continue a user session on our site. When a user views a page on our site, the Google Analytics code attempts to update this cookie. If it does not find the cookie, a new one is written and a new session is established. Each time a user visits a different page on our site, this cookie is updated to expire in 30 minutes, thus continuing a single session for as long as user activity continues within 30-minute intervals. This cookie expires when a user pauses on a page on our site for longer than 30 minutes.

Google Conversion tracking

The conversion tracking cookie is set on your browser only when you click an ad delivered by Google where the advertiser has opted in to conversion tracking. These cookies expire within 30 days and do not contain information that can identify you personally. If this cookie has not yet expired when you visit certain pages of the advertiser's website, Google and the advertiser will be able to tell that you clicked the ad and proceeded to that page. Each advertiser gets a different cookie, so no cookie can be tracked across advertiser websites. If you want to disable conversion tracking cookies, you can set your browser to block cookies from the domain.

DoubleClick tracking

We use the Google DoubleClick cookie to allow us to implement Google Display Network impression reporting which reports display advertisement impressions, other uses of ad services and interactions with these ad impressions and ad services which are related to visits to

 We also have implemented Google Analytics Demographics and Interest reporting which reports third party audience data (such as anonymised age, gender and interests) within Google Analytics. You can manage how Google manages this information and "opt out" from data collection at Google Ads Preferences Manager.

Why do we need to use these cookies?

We use the information we obtain from our cookies for the following:

  • Website usage and analytics
  • To track your journey from page to page to enable the booking and payment process to function
  • Tracking purchases to measure the effectiveness of search and marketing campaigns

Blocking and deleting

Internet browsers normally accept cookies by default, however, it is possible to set a browser to reject cookies. If this is done it is important not to exclude the benign and useful session cookies. Choose an option that rejects only third-party cookies.

Please note that this may impact on the usability of our website and other websites.