Passenger charter

Our commitment to safety and high quality service.

Due to the COVID-19 outbreak, we are revising our Passenger Charter. Our revised Passenger Charter will lay out our commitment to you at this difficult time – from who can use ScotRail services, how to plan a journey, arrange extra help if you need it, and buy tickets, through to making a complaint.

Please revisit this page soon to view our revised Passenger Charter. In the meantime, our COVID-19 Travel Advice page is the best resource to understand how we are keeping key workers, and those making essential journeys, moving safely across Scotland.

Find out more about making a complaint