About ScotRail

The transfer of the ScotRail franchise into the public sector took place on Friday 1 April 2022.

All customers should be assured that train services are continuing to run, tickets and season tickets remain valid, and all purchases can be made in the usual way.

Timetables, including any scheduled amendments, remain the same as planned.

However, we appreciate you may have questions and this section provides answers to the most commonly asked questions below. There is also a section for suppliers and contact details.

Should you need further assistance, please contact us via the channels listed on the ScotRail ‘Contact Us’ page. You can also check your journey details here with ScotRail and via National Rail Enquiries.

GENERAL QUESTIONS

ScotRail Trains Limited is owned by the Scottish Government and overseen by Scottish Rail Holdings Limited (SRH Ltd). This publicly-owned company now operates rail services in Scotland and will continue to be known as ‘ScotRail’.

Scottish Rail Holdings (SRH) is a Non-Departmental Public Body controlled by Scottish Ministers that has been set up with the express purpose of overseeing the governance of train operating companies under Section 30 of the Railways Act 1993 – including the new publicly owned ScotRail Trains Limited. It has been set up in line with the government’s policy.

For more information about who SRH is and what it does, please visit their website at www.railholdings.scot

The trains and stations will continue to be branded ScotRail. The only change will be to remove the name of the current franchise operator, ‘Abellio’ where it occurs on signage, websites and printed materials.


TICKETS AND FARES

Yes. All tickets bought are still valid for the dates shown on the ticket. This includes all season tickets and all pre-purchased tickets where either the outward or return portion of the ticket is after 1 April 2022.

Yes, all valid rail tickets will continue to be accepted as they would have been before the transfer.

Yes. Services operated by ScotRail Trains Limited will continue to accept railcards and season tickets etc purchased prior to 1 April 2022.

Season tickets will still be accepted as before, and customers will not need to update their details for automatic Delay Repay.

Yes. All valid tickets, including season tickets held on smart tickets, will continue to be accepted as they would have been before the transfer.

Delay Repay Compensation rights will be unchanged by the transfer. From 1 April 2022, all claims for compensation will be handled by the team at ScotRail Trains Limited regardless of the date(s) that they relate to. Claims should continue to be made using the existing procedure which can be found here.

Customers were able to claim delay compensation from Abellio ScotRail until the franchise ended. ScotRail Trains Limited are now dealing with delay claims regardless of the date of travel to which it relates. Any other claims for compensation such as claims arising out of accidents at stations are being handled by the team at ScotRail Trains Limited regardless of the date(s) that they relate to.

Yes, you can still use your travel vouchers. They will remain valid up to their expiry date.


TIMETABLES AND TRAVEL

Yes. The arrangements for carrying bikes, luggage, dogs, and so on are unchanged. Please check our cycling website hub before you travel to confirm when you can travel with your bike.

No, you do not need to rebook. All your travel arrangements have been carried forward and this transfer will not affect your journey.

Timetables, including any scheduled amendments, will remain the same as planned.

No. Customers should continue to buy rail tickets through the ScotRail app.

You can continue to engage with ScotRail through their social media channels. These are highly valued by many customers and have remained in place.

You can contact the new train operator ScotRail Trains Limited as described in the ‘Contact us’ section of our website.


INFORMATION FOR SUPPLIERS

The transfer of the ScotRail franchise into the public sector as ScotRail Trains Limited took place on Friday 1 April 2022.

From 1 April 2022, ScotRail Trains Limited (SRT) became responsible for the payment of invoices for goods or services supplied by your organisation. From this date, invoices and queries can be sent to SRT via [email protected] and [email protected] respectively.

The following Questions and Answers provide some more information:

From 1 April 2022, ScotRail services are managed by a new public body, ScotRail Trains Limited. This new company is overseen by Scottish Railway Holdings Limited and is a publicly owned company under the control of the Scottish Government.

Yes, your contract will be honoured until its expiry date. Before the expiry date, your ScotRail contact will be in touch with you to review the terms of your relationship with the company and to discuss any changes for the future.

If no one gets in touch with you about your contract, please do not hesitate to contact the Procurement and Contracts Team at [email protected]

Most of the management team and its employees have remained in place after the following ScotRail's move into the public sector as ScotRail Trains from 1 April 2022.

There was no change to the existing delivery points or contact details up until 31 March 2022.

Suppliers who received written communication from us have been transferred automatically to the new SRT systems.

ASR contracts have been included in a special Transfer Scheme. We have made contact with suppliers to arrange the transfer of contracts.

If your PO extends beyond the Franchise End date, we will be in touch to discuss the arrangements for these specific purchase orders.

Future opportunities to work with SRT will be advertised and published on the Public Contracts Scotland portal.


MEDIA ENQUIRIES

For press and media enquiries, please contact the ScotRail media team between Monday to Thursday 08:30 to 17:00, and 08:30 to 16:00 on Friday: [email protected]

Customer enquiries
If you are a ScotRail customer, please telephone 0344 811 0141 and one of our customer service staff will be happy to assist you.

Our contact details are available here.

Suppliers
From 1 April 2022, invoices and any queries should be forwarded to SRT via [email protected] and [email protected] respectively.

SRH Holdings Limited
For further information on ScotRail Trains Limited or its parent company, Scottish Rail Holdings Limited, visit www.railholdings.scot