How are we doing?

We make sure we’re transparent about what we're doing and what's happening on the network, now and in the future.

You can find out about our performance, customer satisfaction, engineering works, facilities and travel information here.

We work as part of an alliance with Network Rail to continually make our train services more reliable and run on time.

Our services are monitored every day, including Sundays and Bank Holidays. We publish the results online for the previous day and previous month.

View performance results

We use regular surveys to find out how satisfied you are with our services. We publish some of the results online, and use the insights to inform how we train and develop our teams.

We're part of the National Rail Passenger Surveys (NRPS) run by Transport Focus. There are two surveys a year – allowing us to measure how we’re doing and where we can improve, at stations and on board our trains.

Find out more and view latest NRPS results

We publish live travel information on our homepage throughout the day, with details of any disruption across the ScotRail network. If you're travelling on one of our trains and your journey is delayed by 30 minutes or more, we'll give you compensation with Delay Repay.

Network Rail publishes information on the common causes of delays, and what is being done to reduce them.

View live travel updates Delay Repay guarantee Common causes of delays

We publish information on engineering works and timetable alterations – making it easy for you to check which services are affected, and how to plan around them.

Short-term engineering works are displayed as PDF files. Long-term engineering is shown in detail in our timetables.

Upcoming engineering works Timetables EGIP

Find all the essential information, including opening times and facilities at our stations.

We’re dedicated to helping disabled customers and people with reduced mobility wherever we can. It’s great to know in advance what assistance you need, but we’ll help you travel on our network whether you’ve booked in advance or not.

Stations and facilities Accessible travel

You can plan your journey and buy tickets online, from the ticket office at a staffed station, a ticket machine or by phone. We publish information about the different ticket options to help you decide which one is right for you.

Plan and buy online Find the right ticket View timetables Accessible travel

​ScotRail is dedicated to transforming travel services for Scotland. Find out more:

Our commitments ScotRail in the community

We are committed to equality, that’s why men and women are paid equally for doing equivalent jobs in our business. Our pay policy is agreed with the trade unions and implemented regardless of gender.

Gender Pay Gap Report 2022

ScotRail Trains Limited - Slavery and Human Trafficking Statement 2021

This statement is made pursuant to Section 54(1) of the Modern Slavery Act 2015 and constitutes ScotRail’s Slavery and Human Trafficking Statement in respect of potential Human Trafficking, Slavery, and Forced Labour risks related to our organisation and supply chains. This statement sets out the steps taken during the year ended 31 March 2021.


ScotRail Trains Limited (“ScotRail”) has published this statement in accordance with the Modern Slavery Act 2015. The Modern Slavery Act requires any organisation with a global annual turnover of £36m or above and is operating in the United Kingdom to produce an annual statement. This statement needs to detail the steps that have been taken during the financial year to ensure modern slavery is not taking place within any part of that organisation’s business or in its supply chain.

Our Commitment

ScotRail adopts a zero-tolerance approach to Human Trafficking, Slavery and Forced Labour. We are committed to taking all reasonably practicable steps to ensure that Human Trafficking, Slavery and Forced Labour are not present in our business, processes and supply chains.

ScotRail expects the same standards from all those we work with including consultants, contractors, suppliers and third-party representatives working on our behalf. ScotRail is committed to working with its suppliers to ensure that Human Trafficking, Slavery and Forced Labour risks are identified and managed proactively.

ScotRail does not tolerate Human Trafficking, Slavery and Forced Labour and we have set out below our commitment to ensuring they have no place in our business.

Our Organisation

ScotRail operates trains and manages railway stations in Scotland and employs over 5000 members of staff across the ScotRail network. ScotRail works with other transport operators, local authorities and partners to make the complete door to door journey as simple as possible, helping to create a healthier and more sustainable Scotland, and a successful growing railway.

ScotRail is committed to operating to the highest social and ethical standards, and a critical part of that is our continued pledge to be a Living Wage employer. We understand the value of paying the Living Wage to our staff and the importance for us as a business to set a positive example as one of the country’s leading employers. Additionally, within our supply chain all major contracts require companies to pay their employees the Living Wage.

ScotRail Trains Limited is registered in Scotland (number SC328826) and our registered office is 10th Floor, Capella 60 York Street, Glasgow, Scotland, G2 8JX.

We are a non-discriminatory employer operating a Dignity & Respect Policy which aims to eliminate unfair discrimination, harassment, victimisation and bullying and promote equal opportunity. The company is committed to ensuring that all individuals are treated fairly, with respect and are valued irrespective of disability, race, gender, health, social class, sexual preference, marital status, nationality, religion, employment status, age or membership or non-membership of a trade union. ScotRail ensures that employees have a platform through which to express opinions or grievances.

We are proud of our commitment to ethical employment practices and of the steps we have taken and we will continue to work to improve our practices to combat Slavery, Human Trafficking and Forced Labour. Part of ScotRail’s culture is to ensure that way we conduct our business in an open, honest and transparent manner. We also operate the “ScotRail in the Community” initiative which is about rewarding those who work with us to increase social inclusion within communities and ensuring as many people as possible benefit from our stations and the services we provide.

We recognise the importance of two-way dialogue with our employees and to facilitate this we have formal mechanisms such as “Time with Your Manager” and an internal social media tool, “Yammer”, to allow colleagues to communicate with each other and ask questions. Our ongoing “Your Voice” survey provides an annual platform for employee engagement and feedback across the business. We also conduct regular briefing meetings to enable senior management to consult employees and to ascertain their views on matters likely to affect their interests.

When recruiting our people, whether on a permanent or temporary basis, our processes are designed to ensure we maximise the possibility of detecting any signs of Slavery, Human Trafficking or Forced Labour. We follow robust approaches in terms of verifying proof of identification and entitlement to work in the UK.

Our Supply Chain

We have a supply chain of over 500 suppliers operating mainly in the UK who deliver a range of Goods and Services across our business including; Rolling Stock & Maintenance, Retail Systems, On-Train Catering, Cleaning Services, Property Services & Maintenance, IT Provisions and Engineering Servicing. Our Procurement & Contracts Team work with our Business Contract Owners (BCOs) and Business Contract Managers (BCMs) to procure all Goods and Services and manage our ongoing relationships with suppliers.

Our commitment to conducting business ethically and responsibly is reinforced throughout various company policies, including:

  • Taking external Legal advice to ensure the application of the Modern Slavery Act 2015 is fully embedded in our standard Terms & Conditions (Clause 25: Anti-Slavery & Human Trafficking) and the application of these across our supply chain;
  • Internal processes and governance to ensure compliance to our Procurement & Contracts best practice framework. This framework ensures that ScotRail achieves both the best commercial outcomes with its outsourcing and third-party relationships and complies with obligations, legal and regulatory requirements;
  • Equality, Diversity and Inclusion (EDI) supplier survey that ScotRail undertakes to demonstrate our Investors in Diversity (IID) status and a journey towards embedding this within our procurement practices;
  • Communicating internally and externally our Executive team’s strong support for the aims of the Modern Slavery Act 2015 and our zero-tolerance approach to Human Trafficking, Slavery and Forced Labour;
  • ScotRail maintains and complies with a suite of policies and guidelines relating to procurement ethics and business conduct. These ensure commitment to a better and more sustainable future including environmental and social standards placed on suppliers to actively support the use of our values and principles;
  • Suppliers invited to supply Goods and Services to ScotRail are required to demonstrate how they ensure that Human Trafficking, Slavery and Forced Labour are not taking place in their own supply chain and how they are addressing their obligations under the Modern Slavery Act. The response is evaluated as part of the procurement process. ScotRail is entitled to terminate contracts, impose sanctions, take legal action or notification to the regulatory authorities where an offence has been committed under the Modern Slavery Act;
  • Procurement projects are segmented using a mandatory risk-based tool. The output of this deems the contract to be Strategic, Priority or Transactional. If the contract is considered to be the highest risk an enhanced level of due diligence takes place;
  • ScotRail’s mandatory due diligence (Qualification Questionnaire) is aligned to the Single Procurement Document (SPD) Scotland that includes a specific section on “Equality, Diversity, Inclusion and Sustainability”. This aligns with our partners in Transport Scotland and Network Rail; and
  • As a result, we have in place a central register of approved suppliers and a list of approved employment agencies which we use. We are committed to working with our suppliers to ensure that all Human Trafficking, Slavery and Forced Labour risks are minimised.


To ensure a high level of understanding of the risks of Human Trafficking, Slavery and Forced Labour in our supply chains and our business, we incorporate key policies and training modules, into our core Learning Management System (LMS), which is available to all employees.

Key Actions for the Coming Year

  • Implement an annual “Core Compliance” as part of a wider Supplier Relationship Management (SRM) process. This will include specific questions on the suppliers ongoing compliance to the contract including Human Trafficking, Slavery and Forced Labour obligations and how the supplier will evidence this on request
  • Consideration as to how this policy forms part of our ISO14001 management system
  • Join the Railway Industry Supplier Qualification Scheme (RISQS) Modern Slavery working group
  • Engage with Chartered Institute of Procurement and Supply (CIPS) to identify any gaps, develop an action plan and mitigate these with appropriate training
  • Understand how the Supply Chain Sustainability School can provide guidance and training to key suppliers on Modern Slavery
  • Procurement & Contracts Team to undertake CIPS Ethical Procurement and Supply eLearning and assessment

ScotRail will monitor the effectiveness of our compliance to this statement on an ongoing basis and take necessary steps to address any instances of Human Trafficking, Slavery and Forced Labour. We will publish an updated Human Trafficking, Slavery and Forced Labour in respect of each financial year. Any queries in relation to this should be addressed to [email protected] .

Joanne Maguire
Chief Operating Officer (COO)

ScotRail Trains Limited

1 April 2022

This annual report provides an overview of customer experience processes and our performance against key indicators in accordance with Article 28 of the PRO Regulation requirements.

View 2022/2023 report

We work hard with Transport Scotland to ensure we maintain high standards at our stations and on trains through the Service Quality Inspection Regime (SQUIRE). Transport Scotland continuously monitors and measures the quality of customer services provided by ScotRail. To do this, Transport Scotland inspectors regularly check the service quality of ScotRail's train and station facilities.

Click here to find out about our performance