“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.”
“Bad enough service, but when you write to customer services it is even worse, four months to get any kind if response or apology, even the CEO is no better, an offer of £25 goodwill gesture is not what was needed, and understanding and genuine apology rather then excuses would have been far more welcomed
Booked seats, but carriage was closed, no seats, eventually was given a seat by a kind lady, only to be told to move trains to another platform, so lost it again!
Unsafe definitely, packed like animals, (they get more space by law) no ability to see toilets let alone get to them, Scotrail should have paid me to suffer what I had to with them, and no one cares at Scotrail, £250 would not cover the pain suffered using what no one could ever call any kind of service.”
“Bad enough service, but when you write to customer services it is even worse, four months to get any kind if response or apology, even the CEO is no better, an offer of £25 goodwill gesture is not what was needed, and understanding and genuine apology rather then excuses would have been far more welcomed.
Booked seats, but carriage was closed, no seats, eventually was given a seat by a kind lady, only to be told to move trains to another platform, so lost it again!
Unsafe definitely, packed like animals, (they get more space by law) no ability to see toilets let alone get to them, Scotrail should have paid me to suffer what I had to with them, and no one cares at Scotrail, £250 would not cover the pain suffered using what no one could ever call any kind of service.”
“got on the train, bought a return ticket - put off at the very next station - as Scotrail decided to cancel the rest of the journey, no explanation given. I went directly to station office to request a refund - the guy at the station ticket office told us we had to apply for a refund via the website - website tells us to take tickets to the station for a refund, and so round and round this goes.”
“Oh my god avoid this "service" if you can. I have to use them daily for work so I know.
They left a vulnerable adult stranded in an unfamiliar town during the "beast from the east" snow storm in early 2018. Could not have given less of a passing concern to his wellbeing. Refused to even consider the possibility of compensation for his 3 day ordeal. He was seeking the whopping great sum of £170 to cover part of the cost of having to stay in a hotel. A hotel which was 2 miles from where they abandoned him. Remember this was in blizzard conditions and involved him walking along a dual carriage way with almost zero visibility.
Disgrace to the great nation of Scotland. Please ensure you all claim for any delays to your journeys. Its easy just google delay repay scotrail. A couple of minutes and you'll be done. If you're delayed by 30 minutes they have to compensate you. 2 hours and they have to refund the full cost of your ticket. Make their pockets hurt its the only language they understand.”
