Refunds

Last updated: Sunday 26 June 2022

Ticket refunds made easy.

If your upcoming journey is affected by the introduction of our temporary timetable, you can use your ticket to travel on an alternative service that day, or the day before or after your planned journey.

If you were unable to travel by train due to disruption or service cancellation, you can request a refund on any ticket type using our online refund request form or by visiting a ScotRail ticket office, if that is where you purchased your ticket from. The standard administration charge of £10 will be waived.

Please follow the guidance in the page below and request a refund or change of journey from the place you first purchased your ticket, whether that be our website or a ScotRail ticket office.

If you hold a Season Ticket, please complete the online refund request form and our team will calculate the refund amount.

If you purchased a ticket from us for another Train Operator, please direct your refund inquiry to the Train Operator named on your ticket as they may have special refund rules in place.

Ticket type

Our advice

Anytime single/ return

Unused ScotRail tickets are refundable up to 28 days after expiry of the ticket.

If you purchased from the ScotRail website or app, please call 0344 811 0141 selecting ‘option 2’ for our Web Support team to discuss your refund or log into your MyScotRail account on our website to request a refund.

If you purchased from a station ticket office, please return there for a refund.

If you purchased on a train, from a Ticket Vending Machine (TVM), or by phone from our sales team, please use our online refund request form. You MUST return your unused ticket to us before a refund can be processed. Please post to the following address:

FREE POST ScotRail Customer Relations,
PO BOX 27129,
GLASGOW,
G2 9LH

Off-peak single/ return

Unused ScotRail tickets are refundable up to 28 days after expiry of the ticket.

If you purchased from the ScotRail website or app, please call 0344 811 0141 selecting ‘option 2’ for our Web Support team to discuss your refund or log into your MyScotRail account on our website to request a refund.

If you purchased from a station ticket office, please return there for a refund.

If you purchased on a train, from a Ticket Vending Machine (TVM), or by phone from our sales team, please use our online refund request form. You MUST return your unused ticket to us before a refund can be processed. Please post to the following address:

FREE POST ScotRail Customer Relations,
PO BOX 27129,
GLASGOW,
G2 9LH

Super Off-Peak

Unused ScotRail tickets are refundable up to 28 days after expiry of the ticket.

As these are Smartcard only tickets, please use our online refund request form in the first instance for the fastest refund. If you must speak to an advisor, please call our Smartcard tech support team on 0344 811 0141.

Advance

For the duration of the current temporary timetable, customers whose service is no longer available can either:

  1. Request a refund without charge
  2. Travel on an earlier or later service on the same day
  3. Travel the day before or the day after originally planned

If your journey is affected by the industrial action by RMT members of Network Rail between 20-27 June, you can use your Advance ticket to travel on any service until Tuesday 28 June.

In addition, through our existing 'Book with Confidence' policy, you can change the date or time of your Advance ticket purchased up to and including 30 September 2022 without paying the usual administration fee.

How to claim a refund for an Advance ticket, or change the date or time of travel, depends on how you purchased your ticket.

If you purchased from the ScotRail website or app, please login to your MyScotRail account where you can request a refund or give us a call on 0344 811 0141 selecting ‘option 2’ for our Web Support team.

If you purchased at a ScotRail ticket office, please return there to change your ticket. Our ticket offices cannot issue rail travel vouchers, so if you would prefer to surrender your ticket, please use our online refund request form.

​If you purchased from the ScotRail telesales team, please call 0344 811 0141 selecting ‘option 2’.

Flexipass (carnet)

For the duration of the current temporary timetable, and the industrial action by RMT members of Network Rail between 21-26 June, customers who have a Flexipass ticket and their journey has been cancelled are able to claim compensation through our Delay Repay scheme. Please select 'Did not Travel' when submitting your claim.

Tickets are not transferable and it is not possible to get a refund for a Flexipass, even if you don’t use all of your journeys before the expiry date.

Please note - Flexipass tickets have a 60 day validity period.

Friends Fare

Unused Friends Fare tickets are non-refundable.

GroupSave

Unused GroupSave tickets are refundable up to 28 days after expiry of the ticket.

Kids for a Quid

For the duration of the temporary timetable, Kids for a Quid tickets are non-refundable.

Season Tickets

For the duration of the current temporary timetable, and the industrial action by RMT members of Network Rail between 21-26 June, customers who have a Season Ticket and their journey has been cancelled are able to claim compensation through our Delay Repay scheme. Please select 'Did not Travel' when submitting your claim.

Alternatively, you can choose to surrender your ticket following the guidance below. The £10 administration fee will be waived.

Season tickets remain refundable.

Due to the heavily discounted nature of season tickets, they have no refund value close to their expiry date. This means that we are unable to refund the last 12 weeks of an annual season ticket, the final seven days of a monthly season ticket, or the remaining three days of a weekly season ticket. Please check the season ticket refund calculator to see the refund you are entitled to before submitting a refund request.

Customers with annual season tickets should only submit a refund request if there are more than 12 weeks remaining on the season ticket. The last 12 weeks of every annual season tickets are free travel and have no refund value. Customers with less than 12 weeks remaining on their annual season ticket should not refund it if they believe they will wish to use it again within the last 12 weeks of validity.

To see a worked example of how we calculate refunds for annual season tickets please click here. Customers with a paper season ticket can surrender it for a refund immediately by visiting a ScotRail ticket office. Smartcard season ticket holders, can submit a refund request using our online refund request form. This can currently take up to 28 working days to process due to the high volume of refunds we are receiving. Refunds for car park season tickets and Plus Bus season tickets are also refundable using the process described above.

Travel Passes/ Rovers

Unused Rover tickets that are returned before the date of outward travel are refundable. Please complete an online refund request form to obtain your refund.

Flat fare tickets Unused flat fare and promotional tickets are refundable on up to 28 days after the expiry of the ticket. Please complete our online refund request form to obtain your refund.
First Class tickets

If you have purchased a First Class ticket and first class cannot be provided, for any reason, you are entitled to a refund of the difference between the first class and standard class fare. Please keep hold of your ticket and claim your partial refund using our online form here. Or please send the ticket to:

FREE POST ScotRail Customer Relations
PO BOX 27129,
GLASGOW,
G2 9LH

If you hold a ticket which is eligible for a refund, how you apply is based on where you bought it from. If you purchased from a third party, such as Trainline, please contact them directly.

Please return your tickets to the booking office where they will process a refund.

Please use the refund request form and if it’s a paper ticket please return the ticket to FREE POST ScotRail Customer Relations, PO BOX 27129, GLASGOW, G2 9LH.

Is your ticket a Smartcard?

  • YES - Please use the refund request form
  • NO – Please call us on 0344 811 0141 selecting option 2 for our Web Support team

Is your ticket a Smartcard?

  • YES - Please use the refund request form
  • NO – Have you collected paper ticket?
    • YES - Please send to: ScotRail Refunds, PO Box 23972, Edinburgh
    • NO - Please collect paper ticket and send to: ScotRail Refunds, PO Box 23972, Edinburgh

Click here to go to the REFUND REQUEST FORM Click here to go to YOUR ACCOUNT

If you purchased your ticket through ScotRail Business Travel, please request a refund by visiting the Your account section of the portal and return the Refund Form to the address detailed at the top of the form along with any tickets you have already collected or received by post.

If you purchased your ticket from a third party e.g. a travel agent please contact them directly.

If you apply online with a Refund Request form a separate form must be completed for each passenger. If you have paper tickets you will need to deface them and supply a photo.

If your journey was delayed, you could get some or all of your money back through our Delay Repay scheme. If you're travelling on one of our trains and your journey is delayed by 30 minutes or more, you could get some or all of your money back through our Delay Repay scheme. 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. Please visit our Delay Repay page for more info.

Apply for Delay Repay

The Rail Ombudsman is a free, independent, expert service to help sort out unresolved customer complaints within the rail industry. You can contact the Rail Ombudsman for further information, advice or to ask them to take up your complaint if you are not happy with our final response.

Information about how the Rail Ombudsman works for customers is available by looking at their Quick Start Guide which has been produced by the Rail Ombudsman, alternatively check out their website or contact them directly.