ScotRail

Too expensive, no student deals, decent service but ticket men are too strict. Refund policy is more expensive than ticket too.

Great journey from Edinburgh to Glasgow and backward. The crew was very friendly. Also, we lost a ticket upon arrival, but we showed them the transaction, and they opened the exit door.

Incredibly unprofessional and customer UNfriendly company. Took me seven weeks with multiple e-mails and phone calls and broken promises before I got a refund for tickets that were not used due to the strike. Should be 100% automatic refund with zero effort for all customers when there is a strike. ScotRail is clearly speculating in making the refund process as difficult as possible.

Why are your trains so frequently delayed? You say there are insufficient number of drivers. That the festival is on. That weather is a factor. The list of excuses just goes on. Plus you do not give clear instructions to passengers when a service is delayed. The announcer as just said 10 minutes over the comms system without any indication of whether that is a 10 minute delay from time of announcement or a 10 minute delay from advertised time of departure. I have tried to keep my patience with scotrail. However, your track record is your own undoing. Poor quality service as always. Also, it has taken me 8 attempts to submit this complaint. Why should you have the support of the public?

Don't book first class on ScotRail. They did not honor seat reservations on the train I booked and there seemed to be over double the passengers with first class reservations than there were first class seats. So I and many others had to ride standard class even though we paid for first class. It took over a month to get the first-class portion of my ticket refunded.

We purchased First Class tickets three weeks in advance. They didn't offer reserved seating. Got on the trains and there were no First Class seats available on either train. Employees admitted that this happens all of the time - they purposefully oversell First Class tickets.

i always have fun on the scot rail and i like there’s no worse traffic jams. the toilets are bad bad bad and the price not good. but the fun time is happy and worth it. petrol (pet furry dinosaur attached) likes it

They take £10 off you when you ask for a refund on a £15 ticket. Unacceptable

Fast and efficient service, train was on time, warm and comfortable. Really friendly staff with great advice on tickets. Masks are required for adults if not eaten or drinking