Customer services

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Get in touch, search our frequently asked questions, or contact us through the online forms below.

Email: [email protected]

Leave feedback Claim for a delay Make a complaint

To report a safety issue, please use Help Points or speak to rail staff. If it's an urgent safety issue, call us between 7am and 10pm on 0344 811 0141 (option 3).

For safety issues after 10pm and before 7am only call us on 0141 335 5240.

Personal safety

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.

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. In an emergency call 999. BTP officers are present at many stations.

Frequently asked questions

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Contact forms

Get in touch by selecting who you would like to contact from the options below.

To ask us a question, leave feedback, make a complaint, or submit a Price Promise request, select ScotRail Customer Relations

Most popular questions

  • You can travel anytime at the weekend and on off-peak trains Monday to Friday
  • For longer distance trips you can return up to one month later
  • Off-peak generally means after 09:15 (09:00 for journeys in Strathclyde) with some additional restrictions in the evening peak
  • Restrictions may apply on other operators' services
  • Not valid on ANY Cross Country services
  • Not valid on Virgin Trains East Coast services on Sundays between Edinburgh and Dundee after 15:45, but is valid for longer journeys from Edinburgh to Montrose and beyond
  • The Central Scotland Rover gives you unlimited travel on ScotRail services between Edinburgh and Glasgow, including intermediate stations
  • Present your ticket at Glasgow Underground stations and get a ticket for free travel on the subway

Download the Central Scotland Rover route map