Contact directory

ScotRail Customer Relations

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

  • 0344 811 0141
  • [email protected]
  • ScotRail Customer Relations, PO BOX 27129, GLASGOW, G2 9LH

Complete our online form

ScotRail Web Support

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

  • 0344 811 0141
  • 0344 811 0142 - for Season Ticket enquiries

Contact Web Support online

Calls are free of charge, available from Monday to Sunday from 07:00 to 22:00.

  • 0800 912 2901
  • 18001 0800 912 2 901 (text phone)

British Sign Language (BSL) users

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

  • 0141 335 3276

​For the latest information from Abellio Group

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.

We're here to help from 06:00 - 22:00 Monday to Friday, and 10:00 - 22:00 at weekends.

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 at: [email protected]

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 email [email protected]. All complaints will be properly investigated and a response sent to you when concluded.

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.

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 Transport Focus. This is an independent body which will review your complaint in order to seek a satisfactory resolution.

Please note, in addition to this, the Consumer Rights Act requires us to advise you of an ‘Alternative Dispute Resolution’ organisation for your complaint. In our case this is The Consumer Ombudsman. However, as Transport Focus already provides a mediation service for customers in the rail industry, we do not make use of the ADR process, and correspondence to the Consumer Ombudsman will be redirected to Transport Focus.

Transport Focus: