Our price promise

The ScotRail Price Promise scheme commits to helping you get the best value tickets through all ScotRail retail channels.

This means that if you find the same Season, Anytime or Off-Peak ticket (or combination of tickets) cheaper elsewhere, then we’ll refund you the difference.

How to claim your Price Promise refund?

Already booked your ScotRail ticket through one of our ScotRail channels and found the ticket cheaper somewhere else?

Don’t worry, you may be eligible to receive a refund from ScotRail for the difference in price.

Submit a claim within 14 days of purchasing your ticket:

  • Via our online Customer Relations form (select 'Price Promise' from the drop down list and enquiry type 'About a journey')
  • Or write to us at ScotRail Customer Relations, PO Box 27129, GLASGOW, G2 9LH

Am I eligible for a refund?

  • Comparison fares must be available to the general public and cannot be offered to a specific group or as part of a group discount
  • Comparison fares must be “like for like” and have the same terms and conditions (e.g. not comparing combinations of tickets that have different validities or different time restrictions)
  • Copies of tickets purchased may be accepted as long as the copies are fully legible, and original tickets may be subsequently requested if the quality of the copy is not of a suitable level
  • All claims, including receipts and tickets, are subject to verification by our customer service team and any evidence submitted as part of a claim (e.g. screenshots from other websites) will be independently confirmed by our team

When our Price Promise does not apply

  • To ticket types other than Anytime, Off-Peak or Season, such as Advance Purchase Tickets
  • If ScotRail is unable to verify, using reasonable means, that the lower fare is available
  • To subsequent bookings made after the first booking made - any subsequent changes to a booking will not be eligible for a Price Promise refund
  • If you have exercised your right to a refund or have cancelled your booking before you apply for a Price Promise refund, ScotRail’s usual terms for cancellation and refunds apply
  • If the lower fare is for a travel package with inclusive train fare
  • If the difference in cost between the purchase on the ScotRail retail channels and the lower fare is the result of an error by the retailer of the lower fare
  • If the fare makes use of discounts that are not available to the general public - these include, but are not limited to:
    • Corporate discount fares
    • Staff fares
    • Closed user group fares
    • Fares where the operator details are not known until after the purchase
  • If the lower online fare has been discounted by use of coupons, vouchers, loyalty rewards or similar and other offers or incentives to reduce the total cost
  • If the lower fare is a multi-passenger or group fare

Terms and conditions

  • The ScotRail Price Promise only applies to ScotRail rail fares sold via ScotRail retail channels
  • The ScotRail Price Promise only applies to Seasons, Anytime and Off-Peak fares set by ScotRail
  • ​Details of which fares ScotRail set are available from ScotRail on request, but include any permitted fares between any two Scottish stations
  • Fares with route descriptions which include other operators (e.g. East Coast, Virgin, and Cross Country) are not set by ScotRail
  • The ScotRail Price Promise does not apply to:
    • Advance fares which are valid only on specific services
    • Temporary or promotional fares which may be offered from time to time
    • Package fares which include rail plus an add on for an attraction/event
    • Smart ticket only fares versus non-smart fares
    • Free travel
  • Comparison fares must be available to the general public and cannot be offered to a specific group or as part of a group discount
  • Comparison fares must be “like for like” and have the same terms and conditions (e.g. not comparing combinations of tickets which have different validities or different time restrictions)
  • Customers wishing to claim a Price Promise refund must submit tickets and details of the comparison fares via email or post to our Customer Contact Centre within 14 days of purchase
  • Copies of tickets purchased may be accepted as long as the copies are fully legible, and original tickets may be subsequently requested if the quality of the copy is not of a suitable level
  • All claims, including receipts and tickets, are subject to verification by our customer service team
  • Any evidence submitted as part of a claim (e.g. screenshots from other websites) will be independently confirmed by our team and we will not verify any request that we believe is made fraudulently or in bad faith
  • Price Promise refunds will be paid within 14 days of confirmation of a successful claim
  • ScotRail is not responsible for any Price Promise refund forms that are not received or delayed in transmission beyond ScotRail’s reasonable control
  • To be eligible for a Price Promise refund, you must supply sufficient evidence of the lower fare using a screen shot of the lower fare website at payment stage (showing the price, class, number of passengers, class, Railcards, date and time, origin and destination) and such evidence must show that the lower fare found was for travel on the same day as your booking with ScotRail
  • For lower fares found at other retailers, a printed quote or itinerary from the retailer is required as supporting evidence for your claim
  • Price Promise refunds will be issued in the form of rail ticket vouchers - these vouchers can be exchanged for cash at ScotRail station ticket offices