Refunds

Last updated: Friday 30 October 2020

Ticket refunds made easy. 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 that is where you purchased your ticket from.

Please note that tickets bought for journeys to, from, or within local lockdown areas or areas where the Scottish Government has advised against travel, are subject to the same terms and conditions as other tickets.

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.

Please note that due to Coronavirus, we are currently unable to refund you by cheque. All of our refunds will be done by bank transfer or Rail Travel Voucher until further notice.

In order to process your bank transfer, you will receive an email from us 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 aim to process your refund within 28 working days.

Anytime single/ return

From 14 September, refunds are available on unused tickets up to 28 days after expiry of the ticket. A £10 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.

Tickets purchased before 23.59 on 13 September are refundable up to 56 days after the expiry of the ticket and no administration fee applies.

Off-peak single/ return

From 14 September, refunds are available on unused tickets up to 28 days after expiry of the ticket. A £10 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.

Tickets purchased before 23.59 on 13 September are refundable up to 56 days after the expiry of the ticket and no administration fee applies.

Super Off-Peak

From 14 September, refunds are available on unused tickets up to 28 days after expiry of the ticket. A £10 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.

Tickets purchased before 23.59 on 13 September are refundable up to 56 days after the expiry of the ticket and no administration fee applies.

Advance single/ return

Due to the recent introduction of five COVID-19 protection levels for Scotland, we have introduced new refund rules for affected customers. These refund options are available to customers with an Advance ticket for a ScotRail service to or from a station within a Level 3 or Level 4 local authority. Previous refund rules still apply based on the date that you purchased your Advance ticket.

Advance tickets purchased from ScotRail before 14 September 2020:

All Advance tickets for ScotRail services purchased before 14 September are still refundable up to 56 days after the expiry of the ticket and no administration fee applies.

Advance tickets purchased from ScotRail on or after 14 September 2020:

If you have purchased an Advance ticket on or after 14 September for a ScotRail journey to or from a station within a Level 3 or Level 4 local authority, you can change the date or time of your trip and pay any difference in the price. Alternatively, you can choose to receive a Rail Travel Voucher (similar to a credit note) if you can no longer use your ticket. No admin fee applies. Which COVID-19 protection level each local authority falls under is available here

To change your ticket, or obtain a Rail Travel Voucher to redeem against another train ticket in the next 12 months, please follow the instructions below based on where you purchased your ticket:

  • If you purchased at a ScotRail ticket office, please return there to change your ticket. Unfortunately, our stations cannot issue Rail Travel Vouchers. If you are unable to visit a ScotRail, our would prefer to obtain a Rail Travel Voucher, please call our Customer Relations team on 0344 811 0141 selecting ‘option 3’ or use our online refund request form.
  • If you purchased from the ScotRail website, please call 03448110141 selecting ‘option 2’ for our Web Support team for the time being. We are working hard on an online solution to change your ticket which we hope to release in the coming weeks.
  • If you purchased from the ScotRail telesales team, please call 03448110141 selecting ‘option 2’.

If you purchased an Advance ticket for a ScotRail service after 14 September that does not involve a station within a Level 3 or 4 local authority, or you purchased an Advance ticket after restrictions are announced, while these tickets are not refundable, you can still change the date or time of travel and pay any difference in price. A £10 administration fee will apply.

Advance tickets and cancelled services

Customers who have 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, or request a refund on the unused ticket. You can also claim Delay Repay if you were delayed by 30 minutes or more.

Flexipass (carnet)

From 14 September, refunds are no longer available for 10-journey Flexipass tickets.

Tickets purchased before 23.59 on 13 September are refundable up to 56 days after the expiry of the ticket and no administration fee applies. You must 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.

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

Friends Fare

From 14 September, refunds are no longer available for newly purchased Friends Fare tickets.

Friends Fare tickets purchased before 23.59 on 13 September are refundable up to 56 days after the expiry of the ticket and no administration fee applies.

GroupSave

From 14 September, refunds are available for unused GroupSave tickets that are returned before the date of outward travel. A £10 administration fee applies.

GroupSave tickets purchased before 23.59 on 13 September are refundable up to 56 days after the expiry of the ticket and no administration fee applies.

​Kids for a Quid

From 14 September, refunds are no longer available for newly purchased Kids for a Quid tickets.

Kids for a Quid tickets purchased before 23.59 on 13 September are refundable up to 56 days after the expiry of the ticket and no administration fee applies.

Season Tickets

From 14 September, new season tickets purchased are refundable with a £10 administration fee.

Season tickets purchased before 23.59 on 13 September are refundable with no administration fee.

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

Travel Passes/ Rovers

From 14 September, refunds are available for unused Rover tickets that are returned before the date of outward travel. A £10 administration fee applies.

Rover tickets purchased before 23.59 on 13 September are refundable up to 56 days after the expiry of the ticket and 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 Coronavirus, we have decided to remove First Class tickets from sale. This allows 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 complete online refund request form for 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.