Refunds

Last updated: Friday 19 March 2021

Ticket refunds made easy. You can read our advice for each ticket type below.

We have recently made the Christmas 50% off students fare refundable. Please read the table below for more information.

Following the Scottish Government’s announcement of Health Protection Level 4 restrictions across Scotland until further notice, we have revised our refund policies. We are removing the administration fee for ScotRail ticket refunds and we are making non-refundable ScotRail tickets, such as Advance, temporarily refundable.

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 follow the guidance in the page 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. This enhanced refund policy applies to tickets purchased from us for ScotRail services. 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.

Please note, that from 1 October 2020, we stopped accepting cheques for payment and for refunds. 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

Until further notice, unused ScotRail tickets dated for travel from 20 December are refundable up to 28 days after expiry of the ticket with no administration fee.

Unused ScotRail tickets dated for travel before 20 December are also refundable up to 28 days after expiry of the ticket and a £10 administration fee applies.

If you purchased from the ScotRail website or app, please call 0344 811 0141 selecting ‘option 2’ for our Web Support team for the time being. We are working hard on an online solution to refund your ticket which we hope to release soon.

Off-peak single/ return

Until further notice, unused ScotRail tickets dated for travel from 20 December are refundable up to 28 days after expiry of the ticket with no administration fee.

Unused ScotRail tickets dated for travel before 20 December are also refundable up to 28 days after expiry of the ticket and a £10 administration fee applies.

If you purchased from the ScotRail website or app, please call 0344 811 0141 selecting ‘option 2’ for our Web Support team for the time being. We are working hard on an online solution to refund your ticket which we hope to release soon.

Please see below for the Christmas 50% off students fare refund policy.

Super Off-Peak

Until further notice, unused ScotRail tickets dated for travel from 20 December are refundable up to 28 days after expiry of the ticket with no administration fee.

Unused ScotRail tickets dated for travel before 20 December are also refundable up to 28 days after expiry of the ticket and 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.

Advance

Due to the Scottish Government’s recent announcement of further travel restrictions over Christmas and New Year, we are making Advance tickets dated for travel from 20 December onwards temporarily refundable with no administration fee. Alternatively, you can change the date or time of your trip and pay any difference in the price.

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 call 0344 811 0141 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 soon.

If you purchased at a ScotRail ticket office, you can return there to claim a refund or you can claim a refund from home using our online refund request form.

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

If you purchased an Advance ticket for a ScotRail service departing before 20 December, please call our Customer Relations team on 0344 811 0141 selecting ‘option 3’ to discuss your options.

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)

10 Journey Flexipass tickets purchased before 20 December are refundable up to 28 days after the expiry of the ticket and no administration fee applies. 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 validity of 50 Journey Flexipass tickets has been extended until 30 June 2021. Any unused 50 Journey Flexipass tickets after this date can be used as credit against the purchase of your next 50 Journey Flexipass booklet.

Friends Fare

Until further notice, unused Friends Fare tickets dated for travel from 20 December are refundable up to 28 days after expiry of the ticket with no administration fee.

Friends Fare tickets dated for travel before 20 December remain non-refundable.

GroupSave

Until further notice, unused GroupSave tickets dated for travel from 20 December are refundable up to 28 days after expiry of the ticket with no administration fee.

Unused GroupSave tickets dated for travel before 20 December are also refundable up to 28 days after expiry of the ticket and a £10 administration fee applies.

​Kids for a Quid

Until further notice, unused Kids for a Quid tickets dated for travel from 20 December are refundable up to 28 days after expiry of the ticket with no administration fee.

Kids for a Quid tickets dated for travel before 20 December remain non-refundable.

Season Tickets

Season tickets remain refundable and we have temporarily removed the £10 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

Until further notice, unused Rover tickets that are returned before the date of outward travel are refundable with no administration fee. Please complete an online refund request form to obtain your refund.

Flat fare tickets e.g. The Sun offer Until further notice, unused flat fare and promotional tickets are refundable on up to 28 days after the expiry of the ticket and 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.

Christmas 50% off students fare Due to travel restrictions which have affected the return of residential students to their university campuses, we have made the unused return portion of this ticket refundable with no administration fee. You can claim a refund up to 14 May 2021. 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 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.