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When things go wrong

When things go wrong

First ScotRail is constantly working to provide a quality, reliable service to all our customers. If for whatever reason we cannot meet the targets and standards we set ourselves we will do anything possible to compensate you for any disruption.

Delays

Season ticket holder (monthly or longer)

If you are delayed by an hour or more, we will give you National Rail vouchers to the value of 20% of the part of your journey which was delayed.

If we fail to meet one of our annual targets for punctuality or reliability, we will give you 5% off the purchase of your next season ticket. If we fail to meet both targets on your route, this discount rises to 10%.

New tickets should be bought within one month of the expiry of your old one. This ticket should be for the same or similar journey and same period or shorter (but not less than a month).

Exceptions

The following will be exempt from punctuality and reliability statistics:

  • Bank Holiday services
  • Sundays
  • Days when season tickets have been extended or refunded because no effective service has been provided
  • Delays caused by matters outwith our control e.g. vandalism, security alerts or extreme weather affecting all transport.

All other ticket holders (including Weekly Season Tickets)

If your train is delayed or cancelled and it is our fault, or that of the rail industry, we will look into each case on an individual basis.

As a rough guide, if your train is delayed for more than 30 minutes on a First ScotRail service, or causes a 30 minute or more delay to your journey, you can normally expect National Rail travel vouchers to the value of 50% of that journey. If you are delayed for more than one hour, you will receive travel vouchers to the value of 100% of that leg of the journey.

Refunds

If your train is delayed or cancelled and you decide not to travel, we will refund the cost of your ticket in full with no administration fee. You can ask for this straight away at any ticket office or apply to us for a refund within 28 days.

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. We may ask you for proof of purchase (e.g. credit card receipt) and may charge an administration fee.

Travel Agent Refund

If you buy a ticket through a Travel Agent, please return it to them no later than 28 days after the expiry date. The agent will arrange a refund, and may charge you a fee for doing this. If your ticket has not been collected on the train, please hold on to it.

Please note that certain special offer low priced tickets will have little or no refund value.