ScotRail now offers customers a simpler, speedier method to claim compensation for delays and greater choice of how they would like the money to be refunded to them.
This is part of the rail operator’s commitment to their Delay Repay scheme which compensates rail customers for delays to their journey of more than 30 minutes.
Through a simple-to-use web portal – a new channel in addition to the paper-based system – customers can claim their refund quickly, with payment agreed in seven days. The ways compensation can be paid have also increased, with customers able to choose from the following options:
- Credit/debit card
- PayPal
- Cheque
- Vouchers (which can be exchanged for cash)
The portal service is quick and simple and customers can track the progress of their claim.
Alternatively, claims can be made through the ScotRail mobile app, or by completing a paper form, available from all staffed stations.
In the event of delays, customers are advised of how they can claim compensation through on-train announcements, text alerts and station messaging.
ScotRail Director of Customer Experience Jacqueline Taggart said: “I’m pleased to announce this new portal which gives customers more choice when claiming compensation for a delay to their train service.
“We take our commitment to repaying customers promptly and through the channel of their choice very seriously and our portal is a one-stop means for them to do so.”