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Train Operating Company – ScotRail

ScotRail franchise is  operated by Abellio. Scotrail delay repay scheme is easy to use with either an online form or a print and post option. Remember you should always be able to get a claim form from any ScotRail Station.

Scott Rail Delay Repay Online Form

• Claims should be made within 28 days of the expiry of
your ticket.

You can make a claim by filling in the Delay Repay form online or through their ScotRail mobile app:

Or you can pick up a claim form from our staffed stations and return it to:

Freepost SCOTRAIL CUSTOMER RELATIONS

You will need to provide your ticket, or a copy of it, with your claim form.

Scotrail no longer operate the Caledonian Sleeper, you will need to go to the Sleeper website to make a claim


If you need assistance claiming then please contact us

Please Note: We are not affiliated with Any Train Operating Companies in any way, this information is supplied in good will to enable you to be better informed on how, when and where to make a Delay Repay compensation claim

 




20 Comments

Faye Pirotta · January 12, 2015 at 11:14 am

Dear Sir/madam,

I bought return train tickets online this morning from Glasgow Central Station to Westerhailes, I needed to catch the 09:17 train, but this was delayed. I had to cancel an appointment I had in Edinburgh and so I did not use my train tickets at all.

What are the procedures for getting refunded?

Regards

Faye

    admin · January 14, 2015 at 11:17 pm

    hi Faye
    If for any reason you choose not to use a ticket you have bought, you can apply for a refund at any First ScotRail office within 28 days of purchase. They may ask you for proof of purchase (e.g. credit card receipt) and may charge an administration fee.
    If you explain your circumstances you should get a refund without problems.
    Use can print and send this form http://www.scotrail.co.uk/sites/files/Feedback%20Form09.pdf

M Stephen · May 3, 2015 at 1:02 pm

On our return journey from Inverness to wick on 1stMay2015 we were subjected to a long delay which resulted in us arriving home at 00.05 on the 2ndMay ! The train staff were excellent , very kind to us. We were advised that we could claim a refund thank you. Our ages are. 79 and 76 !

Sincerely A Stephen and M Stephen

    Kevin Upstill · May 4, 2015 at 7:33 am

    Sorry to hear about your delay. Thee are two main ways you can submit a claim, either use the on line form here or you will need to pick up a form from a ScotRail station. We are currently setting up a service to help make this process easier but unfortunately it is not ready yet. Hope that helps

Angela · July 16, 2015 at 1:32 pm

I purchased 1st Class rail rickets for my boss but when she got on the train there was no 1st class available.
She was advised by the conductor to claim a refund.
Your only refund forms seem to be delay refunds but this is not what I need, can you please advise.

    Kevin Upstill · July 16, 2015 at 9:27 pm

    First instance I would get in touch with customer services and ask them about your situation. You can call them on 0344 811 0141 or fill this form out Here

J Ord · November 9, 2015 at 8:01 pm

I was travelling to work between Livingston North to Edinburgh. There were two service disruptions on the following dates:- 28 October 2015 and 11 November, all on the train service travelling from Edinburgh Waverley via Bathgate to Milngavie. I feel seriously let down by Scotrail and am very unhappy about service disruptions happening so often.

Announcement was not made clearly at train stations to enable passengers who were already sitting on the train to know of the disruption and leave the train to make other arrangements. No extra carriages were prepared to cope with passengers. I was late for work by 30 mins and also had to ask my husband to come and fetch me in the return journey. How should I claim for compensation as such?

Sonya · December 8, 2015 at 4:35 pm

Our train was cancelled From Montrose to Edinburgh Sunday 6th DEC @ 10.30 AM so we could not Travel . Please help me claim for a refund .

    Kevin Upstill · December 9, 2015 at 7:15 am

    Hi Sonya
    If you go to the ScotRail website for compensation you can fill out a claim form there.

Ron Benson · January 28, 2016 at 3:02 pm

My wife & I purchased 2 advanced tickets to travel from Edinburgh to Inverness on the 4 Jan 2016,leaving Edinburgh at 14.37 pm to change at Perth to catch the connection to Inverness at 16 17 pm to arr in Inverness at 18 27 pm .We arr in Perth then had to travel by bus/coach which added over an hour to the journey. On Sunday 24/01/2016 i submitted a delay refund request via your online delay form along with 6 defaced tickeks as requested, since sending info i have not received any communication as to whether yourselves a had received my request for repayment. Would you please reply as whether received or not. Mr R Benson

    Kevin Upstill · February 12, 2016 at 7:02 am

    Hello Mr R Benson
    We do not issue the refunds as stated at the top of this page. please contact ScottRail directly

Winterleaf · February 6, 2016 at 10:10 pm

My train from Inverness to Edinburgh on the 29th of January was cancelled because of bad weather. Three days later I drove the 50-mile round trip to Inverness to get my ticket out of the machine and to be told to claim a refund online. I’ve filled out the online claim-form but it refuses to accept the jpg photograph of my ticket. It says UPLOAD FIELD IS REQUIRED, but I don’t know what that means. Please advise me how to proceed.

    Kevin Upstill · February 12, 2016 at 6:59 am

    Is the image a scan or from a mobile phone or camera. I just tried the upload at https://www.scotrail.co.uk/form/delay-repay and it worked for me. At the top of the form you have to upload the image file. Click on choose file, navigate to the file, then click upload, when the file is uploaded there should be a green name of the file in the upload box.

Winterleaf · February 11, 2016 at 3:29 pm

I asked a question here five days ago. My question just disappeared unanswered. Is it Scotrail policy to stonewall the less computer-literate so that they give up in despair without succeeding in reclaiming their money?

This was and still is my problem:

My train from Inverness to Edinburgh on January 29th at 6.50 was cancelled. I filled in the online claim-form but it refused to accept the jpg photograph of my ticket. What can I do about this, please?

    Kevin Upstill · February 12, 2016 at 6:46 am

    Hello, Very happy to help you if we can. Have you seen if it is possible to attach the jpg to an email, you can try sending it to me at kevin@triandelayrefund.com If it is then you can email Scotrail claims department with the jpg and the details of your delayed journey and they will process your claim that way. As stated on our website we don’t directly issue the refunds, we are developing a software application which makes it easier to make a claim so will help you in future claims. Hope that helps

Jacqueline Noble · September 29, 2016 at 12:01 pm

My train from Inverness to Glasgow Queens Street on Thursday the 15th September was delayed at Dunblane due to a broken down freight train for just ocer 2 hrs I submitted my claim on your website on Monday 19th September but have heard nothing since can you advise what is should do next as i notoced i shoudl have had a response within 7 days of my claim.

Nicolas · January 30, 2017 at 11:53 am

Nicolas Vasquez says: January 30, 2017 at 10:52 am -#1
Your comment is awaiting moderation.
Hi,
I had a 3 hours delay on the Wed 4th of Jan 2017, due to a person hit by a train between Linlithgow and Polmont.
However, I filled up the Delay Repay Passenger Claim From as more than 3 hours delay, and, even if on the back page of the claim., it is written: We aim to respond to you within 7 working days.”
I post it the thu 5th of January,and, at the time I write this, we are the Sat 28th of Jan, so a way more than 7 working days ago, and still no reply…
I took pictures of my claims, to get proof as I know, Abellio is a bad company that bring Scotrail down, and somehow, I knew they will never come back to me.
What is my options now, I’ve got picture of my form, picture of my train ticket, everything needed with me, and do not which to feel a new form for nothing…
Please, reply to me on my email address if possible.
Regards,
Nicolas
—–
Nicolas Vasquez says: January 30, 2017 at 11:00 am -#1
Your comment is awaiting moderation.
Hi all,
I posted the above comment on Friday last week, and the moderator removed it… Why ??
Are Scotrail ashamed that they prefer to remove and ignore all issues instead of fixing them ?
For information, I am thinking to complain further if no answers, as, this happened the 4th of January, where in LLG, it was -1’C, everybody were outside for 3 hours ++, and, I was really sick because of this for the next 5 days, with no possibility to go to work, and therefore, I loose some money, because of this exact same issue….
Who is going to pay again for this mistake ?
Are you going to remove this comment also ?
Print screen are taken to show as proof that no one care if this is again removed !
Best regards,
Nicolas
—–
Here again, ignorance and message deleted…. are you here to help people, or to make money ? for a delay refund website, I am really in doubt…

    Kevin Upstill · January 30, 2017 at 6:13 pm

    Hi Nicolas, As our website mentions on all our pages we do not issue refunds, we currently just give you the information and direct links to the train operators claim pages with a warning at the top of the page. If you have a copy of your claim and tickets please contact scotrail directly. Sorry we can’t currently help you, we are in final stages of an application to help travellers like you make a claim easier but at this time it is not for public release.

    Hope that helps a bit

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