Refunds

Coronavirus - Can I get a Refund?

Covid-19 is currently disrupting travel plans across the country. During this difficult time, we understand that you may not need a train ticket you have already purchased. We have temporarily changed our refund policy for various ticket types. You can read our advice for each ticket type below.

If you abandoned your journey due to train disruption or a cancellation, you can request a refund on any ticket type using our online refund request form or by visiting a ScotRail ticket office if you are able.

Please follow the guidance in the table below and attempt to request a refund or change of journey through our website in the first instance. If this isn’t possible, or the instructions advise you to contact us by telephone, we appreciate your patience as our customer contact centres are experiencing very high call volumes.

Due to the current situation, we are unable to refund you by cheque or Rail Travel Voucher. All of our refunds will be done by bank transfer, on a temporary basis, until our staff are back working from the office and have access to printers.

In order to process your bank transfer, you will receive an email from us (up to 2 weeks after you’ve submitted your request) asking for your sort code and account number. Please respond to us as quickly as you can with this information so that there is minimal delay in getting your refund to you.

We have a very high volume of requests at the moment meaning the full process (from when you submit your request until the money is in your bank account) is taking 28 working days. We are currently paying out refunds submitted after 1 June 2020.

Anytime single/ return

Refundable on unused tickets up to 56 days after the expiry of the ticket.

Due to Covid-19, no administration fee applies.

If you purchased on the ScotRail website, please login to My account on a desktop computer where you can request a refund.

Off-peak single/ return

Refundable on unused tickets up to 56 days after the expiry of the ticket.

Due to Covid-19, no administration fee applies.

If you purchased on the ScotRail website, please login to My account on a desktop computer where you can request a refund.

Super Off-Peak

Refundable on unused tickets up to 56 days after the expiry of the ticket.

Due to Covid-19, no administration fee applies.

As these are Smartcard only tickets, please use our online refund request form in the first instance for the fastest refund. If you have to speak to an advisor, please call our Smartcard tech support team on 0344 811 0141. The Smartcard team will be unavailable by phone between 10am and 12pm each day to allow our staff to work through an unprecedented volume of refund requests as efficiently as possible.

Advance single/ return

Refunds

We are also making all Advance tickets, purchased before 07:00 on 23 March refundable with no administration fee. How you claim a refund for an Advance ticket depends on how you originally purchased it and your date of travel.

If you purchased from a ticket office and are able to return to it (such as Key Workers), you can get a refund within a few minutes. We appreciate many customers will not be able to visit a ticket office at the moment, so we have an online refund request form that you can complete to obtain a refund.

If your travel date has passed and your ticket has expired, please use the online refund request form to request a refund. If you purchased online and hadn’t collected your expired ticket, please upload a screen shot or picture of your booking confirmation instead of a photograph of your tickets.

If your travel date is in the future and you purchased your ticket on the ScotRail website or app, please login to your account on a desktop computer, click on ‘Order status and refund applications’ where you can request a refund next to the appropriate Advance ticket.

If you purchased your tickets from our Telesales team, please use our online refund request form. Unfortunately we have had to close our Telesales line temporarily due to our Covid-19 response, so this team are unavailable by telephone.

Change of dates or time of travel

Customers who have purchased an Advance ticket and their service has been cancelled are entitled to travel on an alternative service on the same day that their ticket is dated for.

We have temporarily restricted the sale of Advance tickets. This is necessary while we work on our revised timetable for key workers, and reduced train service as part of our Covid-19 response. If you do not want travel on an alternative service on the same day that your current Advance ticket is for, you can obtain a refund following the instructions above.

Flexipass (carnet)

Due to Covid-19, 10 Journey Flexipass tickets are temporarily refundable as long as you have three or more journeys remaining on the Flexipass. We’ll calculate how much to refund you by deducting the journeys you have used at the cost of Anytime Single tickets. Please use the online refund request form or contact our Smartcard team on 0344 811 0141. The Smartcard team will be unavailable by phone between 10am and 12pm each day to allow our staff to work through an unprecedented volume of refund requests as efficiently as possible.

Any unused 50 Journey Flexipass tickets can be used as credit against your next 50 Journey Flexipass booklet.

Friends Fare Refundable on unused tickets up to 56 days after the expiry of the ticket. Due to Covid-19, no administration fee applies.
GroupSave

Refundable on unused tickets up to 56 days after the expiry of the ticket. Due to Covid-19, no administration fee applies.

​Kids for a Quid

Refundable on unused tickets up to 56 days after the expiry of the ticket. Due to Covid-19, no administration fee applies.

Season Tickets

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.

Due to Covid-19, Season ticket refunds are no longer subject to a £10 administration fee. Season ticket refunds can be backdated by 56 days for customers who stopped travelling before submitting a refund request. Please include your last date of travel in the ‘Notes’ section of your refund request. Refunds can be backdated longer than 56 days if you provide evidence of a certified illness that prevented you handing in your ticket sooner.

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. Alternatively, those who wish to claim a season ticket refund from home, including all 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. We are currently paying refunds submitted after 1 June 2020.

Refunds for car park season tickets and Plus Bus season tickets are also refundable using the process described above.

Travel Passes/ Rovers Refundable on unused tickets up to 56 days after the expiry of the ticket. Due to Covid-19, no administration fee applies. Please complete an online refund request form to obtain your refund.
Flat fare tickets e.g. The Sun offer Refundable on unused tickets up to 56 days after the expiry of the ticket. Due to Covid-19, no administration fee applies. Please complete our online refund request form to obtain your refund.
First Class tickets

As part of our response to COVID-19, we have decided to remove First Class tickets from sale starting Tuesday 16 June. This will allow us to use the First Class carriages to better spread customers throughout the train and support physical distancing. Your First Class ticket remains valid for travel and you can continue to sit in the First Class carriage providing it is safe to do so.

We understand you may want to obtain a refund for your First Class ticket and buy a Standard Class ticket instead. Please follow the instructions below to refund your unused First Class ticket.

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.

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 from 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.