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
- customer.[email protected]
- ScotRail Customer Relations, PO BOX 27129, GLASGOW, G2 9LH
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
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 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 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.