Passenger charter

Our commitment to safety and high quality service.

Due to the Coronavirus outbreak, we have revised our Passenger Charter. We have laid 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. You can download our revised Passenger Charter here.

Our COVID-19 Travel Information 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