Our Delay Repay guarantee

Delayed for more than half an hour? Get some or all of your money back.

If you're travelling on one of our trains and your journey is delayed by 30 minutes or more, we'll give you compensation. And if you’ve missed a connection because of a delay on a ScotRail train, you can claim for that too. Just make sure you make the claim within 28 days of the delay.

It’s easy to claim, and you can choose from a range of repayment options – including PayPal and Cash Vouchers.

Under the Consumer Rights Act, you may be able to claim extra compensation if the delay to your train means you incur additional costs. We look at each claim on a case-by-case basis. For information regarding your rights, when you are travelling as a consumer, including under the Consumer Rights Act 2015, please see www.gov.uk/consumer-protection-rights

How much money you get back depends on how much your ticket cost and how long the delay is.

Here's what you’ll get:

Length of delay Compensation
30 to 59 minutes 50% of the cost of your single ticket or 25% of the cost of your return ticket
1 hour to 1 hour 59 minutes The full cost of your single ticket or 50% of the cost of your return ticket
2 hours or more The cost of your single or return ticket

You can use the vouchers to buy tickets for rail journeys across Great Britain – and they’re valid for 12 months.

Prefer cash? Exchange your vouchers at any ScotRail ticket office within 28 days of the voucher issue date.

You can make a claim online or by post. You’ll need to provide details of your Smartcard or provide a copy of your paper ticket:

Smartcard

  • Your Smartcard number (shown on the back of your card)

Paper ticket

  • Your original ticket
  • A scan or photograph of your season ticket and photocard

Apply for Delay Repay online

By post:

Send your printed claim form and ticket to:

ScotRail Customer Relations
PO Box 27129
GLASGOW G2 9LH

We must receive your claim within 28 days of the delay.

There are a couple.

  • We don't normally accept a claim if you were told about the delay before you bought your ticket
  • If we've introduced a temporary timetable, our Delay Repay guarantee will be based on that temporary timetable

We have created an Easy Read version of our Delay Repay guarantee in partnership with People First (Scotland), a disabled persons’ organisation campaigning for the rights of people with learning disabilities.

You can download our Easy Read Delay Repay guarantee here .

Apply online here

Delay Repay Claim Data

 1-30 Apr 1 - 28 May 29 May - 25 Jun 26 Jun - 23 Jul
Volume of DR claims received 3,597 6,092 4,738 4,924
Volume of DR claims approved 2,153 3,983 2,562 2,867
Total Delay Repay compensation paid £35,782.25 £66,981.83 £51,030.12 £52,256.04
Average time for claims to be processed (working days) 3 2.27 2.67 4.08

Delay Repay Claim Data

 24 Jul - 20 Aug 21 Aug - 17 Sept 18 Sept - 15 Oct
Volume of DR claims received 7,640 4,452 5,936
Volume of DR claims approved 3,200 3,778 3,347
Total Delay Repay compensation paid £72,299.28 £70,727.14 £57,347.79
Average time for claims to be processed (working days) 3.44 5.35 4.05

Delay Repay Claim Data

 16 Oct - 12 Nov 13 Nov - 10 Dec 11 Dec - 7 Jan
Volume of DR claims received 7,721 7,020 10,731
Volume of DR claims approved 4,734 5,740 6,276
Total Delay Repay compensation paid £73,703.44 £82,887.46 £83,800.41
Average time for claims to be processed (working days) 3.87 4.44 5.11

Delay Repay Claim Data

 8 Jan - 4 Feb 5 Feb - 4 Mar 5 Mar - 31 Mar
Volume of DR claims received 3,988 2,972 3,457
Volume of DR claims approved 4,303 2,146 2,700
Total Delay Repay compensation paid £73,177.55 £40,495.62 £43,556.58
Average time for claims to be processed (working days) 6.93 4.96 3.99

Delay Repay Claim Data

 1 - 29 Apr 30 Apr - 27 May 28 May - 24 Jun
Volume of DR claims received 3,459 2,974 5,675
Volume of DR claims approved 2,443 1,595 3,093
Total Delay Repay compensation paid £35,555.95 £9,529.18 £53,453.94
Average time for claims to be processed (working days) 3.89 2.98 3.31

Delay Repay Claim Data

 25 Jun - 22 Jul 23 Jul - 19 Aug 20 Aug - 16 Sept 17 Sept - 14 Oct
Volume of DR claims received 3,728 4,334 5,015 8,327
Volume of DR claims approved 3,055 2,934 3,262 4,471
Total Delay Repay compensation paid £52,256.04 £49,162.26 £61,885.16 £84,629.52
Average time for claims to be processed (working days) 2.9 5.43 5.82 3.14