“At Bathgate Station Sunday service there are staff on duty but they will not help at all.
Staff went into the staff room but avoided helping waiting customers and pretended they weren't there when one fed up customer knocked on the door.
One customer was desperate for the toilet and couldn't get the key.
Another was waiting to buy a ticket at the OPEN counter position.
Absolute disgrace.”
“Requested a quiet coach but looks like theres no such thing! People talking loudly on their phones..
Freezing...I know its freezing outside so please let's have some heating on the train. Also windows so dirty I couldn't see outside !
I hate to moan but have traveled a lot on trains in Europe...why can't we be more like them??”
“Terrible terrible services. I started a job in Edinburgh like 3 months ago and these trains are always delayed or cancelled last minute. I never experienced something like this in my entire life of 30 years old. Absolutely horrible.”
“My wife and I where travelling from Stepps to Edinburgh..having not been on a train for a number of years we were confused as how to get there ...at the station we met a conductor named Dominic ..we explained our dilemma ..and I can only say Dominic took over he took us to Queen St arranged our tickets took us to the platform put us on the train and provided us with excellent customer service and this was before he started his shift .I can't thank him enough for what he did for us .he's an absolute credit to scotrail ...thank you Dominic”
“Worst journey ever from Edinburgh to inverness ...no heating at all in our carriage for a four hour journey in freezing conditions .....no kind of service for getting a hot drink ...Toilet was working ...no soap...there was water...no dryer....so no good like the rest of the journey...but I guess we are stuck paying for a crappy service until something changes.”
“Purchased tickets from Edinburgh to Inverness. The train stopped in Perth where they announced the train was cancelled. Filed a claim (Reference SR/DR/20221017/BDDF) for reimbursement which is not being honored because I can't produce a "spoiled ticket". WTF is a spoiled ticket? My receipt combined with the fact that THEY CANCELLED THE TRAIN, should be sufficient. PO'd beyond words. I recommend hitchhiking over this mode of transportation. Buyer Beware!”
“MAYBE MAKE YOUR FLIPPING StRkEs MORE CLEAR AND NOT LIKE HIDE IT AWAY SO NO ONE CAN SEE IT I WASTED SO MUCH MONEY CAUSE YOU’S COULDNT M͟A͟K͟E͟ T͟H͟E͟ S͟T͟R͟I͟K͟E͟S͟ C͟L͟E͟A͟R͟”
“Their online Delay Repay request process is a farce. The process requires you to give them a physical postal code in Scotland (even though I don't live in the UK), so I selected one at random - turns out it's irrelevant, since they email all communications and refund via your credit card. The language on their website and emails requesting more information, then denying your claim, are clear as mud. Apparently, if you request a refund for a one-day ticket, you can't use the online request process but must go to the station where you purchased it. For anyone who doesn't live near there or travel there often, that's all but impossible.
My entire one-week ScotRail experience, from advance ticket purchase to onboard service to enroute miscommunications to service delays, left a very poor impression on my first-ever trip to Scotland.”
“Thursday 21st July myself my sister and niece found ourselves getting off our train to Waverly a stop early and found ourselves ag Haymarket....we had an app to go to and were in hurry...trains were delayed dud tk an incident so wd found ourselves stranded at Haymarket...a Scotrail ticket gi called Abie came to our rescue she directed us to the tram stop and told us where to get off,she was so kind and helpful...well done Abie you saved our day....”
“In order to keep the peace and not disturb or affect other passenger's experiences, you're not allowed to run, skate, bike, vape, litter, drink alcohol etc. Understandable.
Oh, but when footy comes around, all rules are void. I witnessed the full beauty of how people make glasgow. You're allowed to drink, smoke, scream, wear colours, wave flags, carry a knife, wave your bits around, dump your chippys, gang fight, disturb other passengers about how great your team's legs are, set off fireworks etc etc.
Football makes Glasgow. Keep it up scotrail. Ya bunch of wonderful people.
Great prices too.”
“Charged £24.40 for a £17.90 journey. I couldn’t get to the ticket machine as it was too busy. Conductor was about to charge me £22.00 but decided £24.40 was better. RIP OFF merchants.”
“The worst service I have ever had in my life. Far too expensive!!! They keep taking the prices higher and higher according to what????? No one knows. This service don't worth a single penny. Disrespectful, rude, they lack of staff, terrible online service, they never pay me back the refunds I asked for, what makes them THIEVES, not to mention all of the delays and cancellation without any notice until the very last minute!!!! Of course I did receive NO refund even of they were responsible for all that trouble, discomfort and inconvenience they made passengers feel. Please NEVER use scotrail to travel... NEVER!!!!”
“I bought a train ticket on 27th August for a 24th October train from Oban to Glasgow (12:11 - 13:25), tying in the the ferry to Oban to Craignure which arrives at 11:56. My Mum happened to check the train times and now there is a replacement bus service, but the bus leaves Oban at 11:55, a minute before the ferry gets in so I will not be able to make the connection. I have received absolutely no communication from Scotrail about this change. It will be inconvenient to make alternative alternative arrangements as it is, but if my Mum hadn't happened to check, I would simply have missed the bus and it would have been even worse as I have an onward train to make from Glasgow to London. I bought the ticket online, so Scotrail have my email address. Scotrail should notify people who have bought tickets when the departure or arrival times change. It's just common sense.”
“Dont EVER EVER EVER buy tickets online, go to station And buy them, if your service is disrupted, start praying for a refund, because you will have to jump through hoops and wait at least 5 weeks for refund, and send your tickets back to scot rail half a dozen times, by taking photos of cut up tickets, well I wont support your strikes coz your online service is very poor.”
“Customer relations at scotrail
Got to love when you sent from pillar to post by these guys you call them only for them to tell you you need to email them so you email only for them to not reply until a week later, you reply to that email only to wait 2 more weeks for them to reply! Yet you send in an email with a bit of sarcasm and you get instant replies. These people don’t care about any issue you have as all they’ll do is ignore you in hope that you’ll get bored or forget about them . Poorest customer service I’ve ever experienced.”
“Absolutely awful service. Always problems. Third world countries got better service. I'll never use trains around Glasgow again. Car for me from now on .”
“One star. It’s a shame as the trains so far have been on time, have been great and the staff awesome, but you can’t book ahead as a tourist. All the stations I have wanted to use thus far do not have the facility to collect pre-paid tickets, so the only option is to use a “Smartcard”. The only problem is that it is not smart, as it’s a physical card that gets sent to your home address (hundreds of miles away) and you can’t use the number or the app to pick up tickets. Also, you can reserve bikes using the web browser, but not using the app. What’s that all about. Come on Scottish Rail, I’m sure you’ve got some tech guys who can easily sort this out. You’re losing loads of money and tourism with this shoddy service.”
