Contact us

Need information or want to contact us?

There are lots of ways to get in touch with us at every stage of your journey. Whether you're planning a journey or need information on the go, you'll find all the ways to get in touch with us on this page.

Leave feedback Claim for a delay Make a complaint

Have a question?

You'll find all the answers to our frequently asked questions here.

If you can't find the information you're looking for then please email us and a member of the team will get back to you.

You can always get in touch with our social media team on Twitter. The channel is frequently updated with service updates and other important information. The team are ready to help from early morning until late at night, seven days a week.

When you're on the go, look out for our station Help Points. These automatically connect to a member of the team who can help answer any questions or give you information.

Keep up to date with information about train services, timetables and special offers from ScotRail:

Including general enquiries and complaints, help for Smart products and help for travel agents. Calls are charged at national rates.

Please note: ScotRail customer relations telephone line will be available between 7am and 8pm each day to allow our staff to work through an unprecedented volume of refund requests as efficiently as possible. Thank you for your patience.

  • 0344 811 0141
  • Online contact form
  • FREE POST ScotRail Customer Relations, PO BOX 27129, GLASGOW, G2 9LH

To report a safety issue, please use Help Points at stations or speak to rail staff.

All of our stations have Help Points where you can get information and report any suspicious behaviour or incidents. All of our trains are fitted with closed-circuit television (CCTV) to create a safer environment for customers and staff.

Urgent safety issues

  • Urgent safety issues between 7am and 10pm: call us on 0344 811 0141 (option 3)
  • After 10pm and before 7am only: call us on 0141 335 5240

British Transport Police

If you witness an incident or if you need to report a crime, please call British Transport Police on 0800 40 50 40 or text 61016. BTP officers are present at many stations.

In an emergency call 999.

Support for online bookings including refunds and change of journey requests. Calls are charged at national rates.

Please note: ScotRail’s Web Support team will be unavailable after 6pm each day to allow our staff to work through an unprecedented volume of enquiries and refunds for online ticket purchases. Refunds for online purchases that are made by telephone can take up to 28 working days to process. Thank you for your patience.

Calls are free of charge, available from Monday to Sunday from 07:00 to 22:00 (except Christmas Day).

  • Free Assisted Travel Helpline: 0800 046 1634
  • Assisted Travel Textphone: 18001 0800 046 1634 (for deaf and customers who are hard of hearing)
  • Book assistance online

British Sign Language (BSL) users

You can contact us via contactSCOTLAND-BSL the online British Sign Language interpreting service.

  • 0330 109 2833

Please note: ScotRail’s Business Travel team will be available between 7am and 8pm each day to allow our staff to work through an unprecedented volume of refund requests as efficiently as possible.

For information about train times, fares and ticket types, access help in planning your journey, and live train-running information. Available 24 hours a day, 7 days a week. Calls are charged at local rates and may be monitored.

You can also call or text TrainTracker for current train times. Calls cost 10p per minute from BT landlines (UK), charges from other providers or mobiles may vary. Texts cost the standard network rate, replies to your phone cost 25p.

  • 0871 200 4950
  • 84950 (text)

An independent source of information about public transport, including details of train, buses, coaches and trams across Scotland. Calls cost 10p per minute from BT landlines (UK), charges from other providers or mobiles may vary.

Ask us a question, give us your feedback on our service, make a suggestion for improvements, get information about how our trains are running, and read information about what we're up to.

We're here to help from 07:00 - 00:00 Monday to Sunday.

British Transport Police text 61016 to report crime or incidents on your train or at your station discreetlyIf you witness an incident or if you need to report a crime please contact British Transport Police. BTP officers are present at many stations.

All ScotRail stations have help points where you can get information and report any suspicious behaviour or incidents. All of our trains are fitted with closed-circuit television (CCTV) to create a safer environment for customers and staff.

If you're unhappy with a response to a complaint you've made to us, you can contact the Rail Ombudsman. This is a free, expert, independent service. You can contact the Rail Ombudsman for further information, advice or to ask them to take up your complaint if you are not happy with our final response.

Rail Ombudsman:

Telephone: 0330 094 0362
Textphone: 0330 094 0363
Email: [email protected]
Twitter: @RailOmbudsman

The Rail Ombudsman Contact Centre team are available:
Monday to Friday 09:00 – 17:00
(excluding Christmas Day)

By Post: FREEPOST – RAIL OMBUDSMAN

Postal Address

Rail Ombudsman
1st Floor
Premier House
Stevenage
Hertfordshire

We're here to help from 07:00 - 00:00 Monday to Sunday.

Ask us a question, give us your feedback on our service, make a suggestion for improvements, get information about how our trains are running, and read information about what we're up to.

We welcome open discussions about our products and services on social media and we understand that you may not always agree with us or other users’ posts. However, please make sure contributions are:

  • Constructive
  • Civil
  • Suitable for any age
  • Respectful of others

If your contributions don’t comply with these rules or social media sites' Terms of Use they will be removed. If you have a question about removed content, please email [email protected]

The views on our social media pages are created by our community and do not necessarily represent the views or opinions of ScotRail. Please don’t share or encourage comments that are:

  • False or misleading
  • Insulting, threatening or abusive
  • Obscene or of a sexual nature
  • Offensive, racist, sexist, homophobic, transphobic or discriminatory against any religions or other groups

If you are offended by a user’s post please report it to the relevant social media site directly. It is rarely possible for us to remove content from social media sites, but if you would like to make us aware of such content, please contact us.

Our staff are important to us and we do everything we can to respect their privacy. Therefore, we won’t discuss complaints about staff on social media. If you wish to give us feedback on any of our staff, please contact Customer Relations. All complaints will be properly investigated and a response sent to you when concluded.