Welcome to the First ScotRail Passengers’ Charter. As Scotland's key rail transport provider, we want to make sure that every trip you have with us is as enjoyable as possible. This Charter is designed to give you a better idea of what our business is all about, and the high standards you can expect from us each and every time you travel.
We aim to provide a customer-focused service, and are committed to delivering the highest standards of safety, performance and passenger care. In order to make sure we deliver these commitments, we will measure our progress through a programme of regular audits. All of our staff will be briefed on the contents of the Passengers’ Charter.
As well as setting out our standards, the Charter gives you the opportunity to tell us what you think about our service. Your comments - good and bad - are always welcome. They help us to continually improve our service to all our passengers. While we hope you won't have reason to complain, our Charter also tells you what we will do if things do go wrong.
Our Passengers’ Charter sets out our commitments to you. The National Rail Conditions of Carriage sets out your legal rights. You can get copies of our Charter from all staffed stations or from our Customer Relations team. At our staffed stations, we will also make available copies of the Passengers’ Charters of other Train Operating Companies calling at that location, where these have been provided.
If you have views on our Passengers’ Charter, please send them to our Customer Relations Manager (see below for contact details). Your views are important, as we review our Charter annually in consultation with Passenger Focus.
Our Charter will be available from all staffed stations. Copies can also be obtained from our Customer Relations Manager at:
First ScotRail Customer Relations, PO Box 7030, Fort William PH33 6WX.
Tel 0845 601 5929
email scotrailcustomer.relations@firstgroup.com
Text phone 0845 602 0346
email: scotrailcustomer.relations@firstgroup.com