Refunds

Coronavirus - Can I get a Refund?

Advance tickets purchased before 07:00 on 23 March ​are now refundable with no administration fee, regardless of the date of travel.

Wondering how we calculate refunds for annual season tickets? Click here.

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.

As usual, 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 high number of refund requests, our refunds may take up to 28 days to process.

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. You can claim up to 56 days after the expiry of the ticket. 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 already passed and your ticket has expired, please use the online refund request form to request a refund.

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

Refundable with 3 or more days remaining on a weekly season ticket, or 7 or more days remaining for monthly or longer season tickets. Due to Covid-19, Season ticket refunds are no longer subject to a £10 administration fee.

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 days to process due to the high volume of refunds we are receiving.

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.

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.