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Frequently asked questions

Frequently asked questions

 

Do all services have First and Standard Class accommodation?

All services have Standard Class accommodation. Business or First Class accommodation is also conveyed on most Express services (Routes 1 – 5 in the timetable section).

Can I buy tickets online?

All national rail tickets, including Sleepers, can now be booked on this site. At least 5 working days should be allowed where postage of tickets is required. Credit / debit card bookings can be made online, or by phoning ScotRail Telesales on 0330 303 0111 between 0700 and 2200.

What do bold and light type times in a timetable mean?

Bold figures show through trains; light figures show connections

Can you smoke on ScotRail trains?

All ScotRail trains are non-smoking. Smoking is not permitted in enclosed areas at ScotRail stations (ie areas with at least three walls and a roof). 

Is there any assistance available for disabled passengers?

We’re happy to help. Customers requiring assistance should call 0800 912 2 901.

Can I book my ticket through a Travel Agent?

Rail appointed travel agents are complementary to our stations and Telesales service, and the majority provide a comprehensive travel service. Appointed travel agents can make reservations and issue tickets.

What if I need to change trains during my journey?

You should plan your journey to allow enough time for the transfer. If you are travelling to/from Glasgow Central, allow 15 minutes between High Level platforms, and between High and Low Level stations. If you are travelling to/from Glasgow Queen Street, allow 10 minutes between High Level platforms, and between High and Low Level stations. Allow 30 minutes for the cross-town transfer between Glasgow Central and Queen Street.

If you are travelling via Edinburgh Waverley, allow 10 minutes between platforms. At all other stations, allow at least 5 minutes.

When is engineering work carried out?

Engineering maintenance work is sometimes carried out on our lines. To minimise disruption, this is usually done at weekends, and occasionally on Public Holidays. Services can be affected, and passengers are advised to look out for announcements of possible diversions or delays, making a final check before travelling at staffed stations or with National Rail Enquiries
on 08457 48 49 50.

Are there left luggage lockers at stations?

Most main stations have left luggage lockers.

What luggage can I take on the train?

Each customer can carry, free of charge, three items of personal luggage - two large items (such as a suitcase or rucksack), plus one item of hand luggage. You can also take up to two dogs, or cats, or other domestic animals, folded prams, non-folding prams and carrycots, wheelchairs, including battery operated models where wheels are no larger than those on self-propelled wheelchairs, or any article which does not exceed 1 metre in any dimension and which can be carried by one person.

Items for which charges are payable: each additional item of luggage over the free allowance, each additional dog, cat or other small animal above the free allowance, each article exceeding 1 metre in any dimension but which must be capable of being carried by one person.

Separate conditions apply to the carraige of pets on our Caledonian Sleeper service.  Please click here for full details.

The charge for any item outlined above (except cycles) is half the adult fare appropriate to the type of ticket held for the journey per item - subject to a maximum charge (presently £5 single, £10 return). No further discounts will be available for Railcard or Season Ticket holders. Excess luggage charges do not apply to Caledonian Sleeper Services.

What about cycles?

Cycles are carried free of charge on ScotRail services, although reservations are required on longer distance ScotRail routes.  Cycles can now be booked online as part of your ticket purchase.

What is the Passengers’ Charter?

The Passengers’ Charter is a statement of our commitment to provide a high quality service for all our passengers. It spells out the standards we are determined to achieve.

We want to provide:

  1. a safe, punctual and reliable train service.
  2. clean stations and clean trains.
  3. friendly and efficient service.
  4. clear and up-to-date information.
  5. a fair and satisfactory response if things go wrong.

Copies of the Charter are available from major stations.

When do I need seat reservations?

Seat reservations are recommended for longer daytime journeys (particularly on the West Highland Line). They are free, and can be booked up to 1800hrs. on the day before travel. When reserving a seat, passengers must also buy a travel ticket.
Tickets and seats can be reserved up to 12 weeks in advance on most routes.

Preferences can be specified, such as;

  1. facing or back to the direction of travel, or an Airline style seat.
  2. seats in a bay of 2 or 4 seats (if available).

Do children need reserved seats?

For children aged 5 - 15, discounted tickets are available and reservation requirements are in line with the information above.

Children under 5 travel free on all ScotRail and Caledonian Sleeper services.  Reservations for children under the age of 5 are not required.  If you do wish a seperate seat/Sleeper Berth reservation for your child under 5, a child fare ticket, appropriate to your journey must be purchased.  Please note when travelling in Standard Class accommodation on the Caledonian Sleeper, single travellers, travelling with children under 5, may need to share a cabin with a customer of the same sex.

What about Cycle Reservations?

Space to carry cycles is often limited and advance reservations are compulsory on some services. Passengers should check before travelling. Cycle reservations can be made when booking your ticket(s) online or by calling 0330 303 0111.

Tandems, tricycles, cycle trailers, motorcycles, motor-scooters, mopeds or any other mechanically driven vehicle (except mechanically driven wheelchairs and light travel scooters) cannot be carried on any ScotRail service.

Manual and powered wheelchairs up to 70cm wide (27.5”) and up to 120cm long (47”) can be carried on Sleeper services and on some ScotRail daytime services. Passengers should check on 0800 912 2 901 before travelling.

Where do I find out about Lost Property?

Lost property is held at ScotRail Lost Property Office, Glasgow Queen Street Station, North Hanover Street, Glasgow G1 2AF. Tel 0141 335 3276. Opening hours :- 0700 to 1900hrs. (Mondays to Saturdays only).

May I take photographs at ScotRail stations?

Yes, click here for guidelines.