Review Time
I was waiting for the 10:50 PM train from Waverley to Glasgow Queen Street when the dispatcher locked the train before the scheduled time of 10:49, causing it to leave early. When I confronted the woman, she insisted the clock was wrong. I pointed out that it wasn’t, and she claimed the doors close 30 seconds before departure. I responded that it wasn’t even 10:49:30 at that moment. Others around me shared my frustration. I then approached the manager to address the issue, but the dispatcher informed me that the man with her was the manager, although he was off duty and unable to assist (I believe his name was Mr. Mathers). When I inquired about the on-duty manager, I was told there were no managers available for the rest of the evening, leaving the staff to handle everything. The dispatcher then suggested that I should have shouted, and she would have reopened the door.
I recently traveled from Edinburgh to Inverness and back the next day. The staff member on the refreshment cart was incredibly pleasant, even recognizing us on our return journey and taking the time to inquire about our trip. Thank you!
I had a train booked for 4:10 PM from London to Edinburgh Waverley, but 20 minutes before departure, I received a message that the train was canceled due to an incident. While I understand the situation, when I called for a refund, I was told they didn’t believe it was canceled. I provided a screenshot but have received no response. I can't afford to pay for a train I didn’t take and am due a refund but am getting no assistance.
In one week, I experienced two service cancellations. There were no apparent contingency plans in place when the rail service was suddenly canceled. On the evening of 3/12/2025, all trains from Glasgow to Ayrshire were canceled due to a signal fault. There was no assistance from the staff, leaving passengers to navigate the situation on their own. The service is very unreliable.
I managed to board the train at Hyndland with my daughter for a short ride to Anniesland. The ticket inspector was present and asked where we were going. I informed him it was a return for two adults to Anniesland, and after showing my concession card, he charged me £5.35 for the tickets when it seemed it should have been £3.25. After disembarking, I noticed both tickets were full price from Anniesland to Mingavie. This raises concerns about possible discrepancies, and I reported the issue when I returned to Hyndland.
I had the unfortunate experience of traveling from Glasgow to Carlisle on 20/11/25. The carriage was freezing cold throughout the two-and-a-half-hour journey, and everyone was bundled up in winter coats. When I brought this up to the conductor, he acknowledged the cold but seemed unable to do anything about it. I won't be using this service again.
Dear Service Provider, this is yet another example of your unreliable train service. The 7:10 AM service from Uddingston to Edinburgh was canceled, along with subsequent direct services. Many of us needed to get to work early, but that wasn't accommodated. You are not running a hobby railway; you are responsible for a public service that many rely on. It’s time to improve and deliver the service expected. If other countries can do it, there’s no reason you can’t either. Please consider bringing in management from those places to show how it’s done!
Traveling from Fort William to Glasgow took four hours through the snowy highlands with no heating! My feet felt like blocks of ice by the end. The train arrived late in Glasgow, just as our connecting train to Edinburgh was leaving. I have autism, which makes these situations more stressful, and when I approached a staff member to express my concern, she was rude and unsympathetic. We missed our next train back to Coventry, and after over 12 hours of travel, I was incredibly frustrated.
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