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North MP criticises rail firm over compensation scheme

By Jean Gunn

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SCOTRAIL has been criticised by north MP Jamie Stone over its complex compensation scheme for delayed passengers.

Research by the consumer group Which? revealed that the process is among the UK's most complicated.

A study of online claim forms shows that customers seeking pay-outs for disruption face a “fragmented and confusing system” and are asked to submit 24 separate details about a claim.

ScotRail has defended its compensation scheme. Picture Gary Anthony.
ScotRail has defended its compensation scheme. Picture Gary Anthony.

Mr Stone, the Liberal Democrat MP for Caithness, Sutherland and Easter Ross, said: “It is ridiculous to ask customers to produce 24 details before a claim can be submitted, especially for a service where delays are all too common.

“ScotRail knows that the harder it is to claim a refund, the more likely passengers will give up on the process. It’s clear that ScotRail is putting money ahead of customer satisfaction, which is at an all-time low.

“This is yet another example of ScotRail failing its customers and one more reason the Scottish Government should strip ScotRail of its contract.”

A ScotRail spokesperson said: “We are absolutely committed to providing the best possible service for our customers and our Delay Repay Guarantee is at heart of that approach.

This is yet another example of ScotRail failing its customers.

"We know how much of an inconvenience it is to customers when things don’t go to plan, and it is only right that they are compensated when that happens."

The ScotRail system is designed to ensure that customers are compensated when their journey is delayed by 30 minutes or more. And if anyone misses a connection because of that delay, they can claim for that too.

There are a number of repayment options – including PayPal and cash vouchers. More information is available on the company's website.

The spokesperson added: "We extensively promote Delay Repay on a daily basis across all of our external communications channels. Our social media team always remind customers to claim when they have been delayed and they post a link to our website.

"In addition to that, we always remind customers when responding to media enquiries relating to delays. Any quote that we issue in response will include a reminder and details on how to claim."

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