Frequently asked questions

Have a question about ScotRail products or services?

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You can also filter by category - just select a tag then click 'Search'.

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

Report a safety issue

To report a safety issue, please use Help Points at stations or speak to rail staff.

If it's an urgent safety issue, you can also call us:

  • 7am to 10pm: call us on 0344 811 0141 (option 3)
  • 10pm to 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. 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.