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Please note: ScotRail telesales line is closed until further notice. Following the latest Government advice on Covid-19 we have closed the office used by our telesales team until further notice. Key workers can still purchase tickets from our staffed stations, at ticket machines, and online through the ScotRail website and app. If you need to speak with an advisor about purchasing a ticket for travel within the next 24 hours, please call 0344 811 0141 and select Option 3. This team cannot sell you a ticket over the phone but can offer you advice on how best to do so.
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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.
- Submit an online refund request
- 0344 811 0141
- 0344 811 0142 - for Season Ticket enquiries
- Contact Web Support online
Abellio ScotRail Ltd SSL Certificate confirmation requests should be directed to:
- 03301 092 980
- [email protected]
- 0141 335 3276
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.
- 0344 811 0144
- [email protected]
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.
- 03457 484 950
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.
- 0871 200 22 23
If you witness an incident or if you need to report a crime please contact British Transport Police. BTP officers are present at many stations.
- 0800 40 50 40
- 61016 (text)
- In an emergency call 999
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.
Telephone: 0330 094 0362
Textphone: 0330 094 0363
Email: [email protected]
The Rail Ombudsman Contact Centre team are available:
Monday to Friday 09:00 – 17:00
(excluding Christmas Day)
By Post: FREEPOST – RAIL OMBUDSMAN
We're here to help from 05:30 - 00:00 Monday to Friday, 06:00 - 00:00 Saturday and 07:00 - 00:00 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:
- Suitable for any age
- Respectful of others
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.