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]
  • FREEPOST 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.

  • 0330 109 2833

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 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 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 the Rail Ombudsman. This is a free, expert, independent body which will review your complaint in order to seek a satisfactory resolution. 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 08:00 – 20:00
Saturday and Bank Holidays 08:00 – 13:00
(excluding Christmas Day)


Postal Address

Rail Ombudsman
1st Floor
Premier House