ScotRail Delay Repay

I was delayed for an hour on my journey between Inverness and Stevenage yesterday. The train was 30 minutes late leaving Inverness and arrived into Edinburgh a full hour late.

The Delay Repay section of ScotRail's website states:

https://www.scotrail.co.uk/form/delay-repay

We will not compensate for onward journeys with other train operating companies.

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I was using a combination of tickets for my journey.

This sounds a little naughty. Has anyone had any experience of claiming delay repay since Abellio took over.

I'm in the middle of an application at the moment. But it's an entirely SR journey.

I will, however say, that since Abellio took over general Customer Service has hit the floor like a lead stone... Certainly in my local area would give anything to have First back in charge!

Hadders said:

I was delayed for an hour on my journey between Inverness and Stevenage yesterday. The train was 30 minutes late leaving Inverness and arrived into Edinburgh a full hour late.

The Delay Repay section of ScotRail's website states:

https://www.scotrail.co.uk/form/delay-repay



I was using a combination of tickets for my journey.

This sounds a little naughty. Has anyone had any experience of claiming delay repay since Abellio took over.

Click to expand...

Which misses the whole point of delay compensation!

Hadders said:

I was delayed for an hour on my journey between Inverness and Stevenage yesterday. The train was 30 minutes late leaving Inverness and arrived into Edinburgh a full hour late.

I was using a combination of tickets for my journey.

This sounds a little naughty.

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It does sound naughty - and possibly impossible to enforce. What was the overall delay to your journey?

I believe this goes against the rules of Delay Repay. TOCs operating under the Delay Repay scheme (which may be a condition of their new franchise) are required to compensate you based on the overall day to your overall journey. You still retain these rights even if you are using split tickets.

You need to start by making your claim to them. Might as well you use that form or send an email. If they reject it, they may not though, then you can post on here and we'll go from there. But they have to have the chance to at least process it first. I do think it would be nice if the wording on their webpage was changed though so its what it should be.

I have had something similar on Merseyrail, although they do not operate under delay repay, they have their own scheme for delays 30 minutes + (a full refund) if your ticket is for travel solely on their network. For travelling further afield off their network then they base it on the National Rail Conditions of Carriage.

gray1404 said:

I believe this goes against the rules of Delay Repay. TOCs operating under the Delay Repay scheme (which may be a condition of their new franchise) are required to compensate you based on the overall day to your overall journey....

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I'm not sure about this but remember that the ScotRail franchise is let by Transport Scotland (aka The Scottish Government) and not the DfT ~ different rules may apply to Delay Repay up here! I will enquire further............

I have attempted to claim, rejected twice for not submitting enough information. Filled in the online form attached scanned ticket - but nothing! Wrote to them - they have ignored it. Not the period has passed. Good scheme, make it impossible to submit your entry online so people give up!

Have you called them?

If I were you I'd call them and state that they should tell you why there wasn't enough information submitted and if you've already submitted it and they haven't processed your application fairly then you'll take it to Transport Focus.

However... there was the time I called them last week with a ticketing issue and their response was "I don't know..." - but the threat of Transport Focus may 'focus' their minds somewhat...

That's a really good point about if different rules apply to Delay Repay in Scotland. I would sincerely like to hope not. It is I know the other TOCs that operate in Scotland (e.g. Virgin) do not apply different rules for journeys entirely within Scotland. I shall wait to hear back on this.

If they have rejected your claim, it is in essence like not being happy with the way they have responded to your complaint (i.e. delay repay is another was of saying 'I was not happy because my train was late') so you could therefore: 1. ask for your case to be reviewed by a Manager. 2. You also have to option of going to Transport Focus at this point. I would make a point of asking what additional information they require from you so that they have enough information. I wonder what was 'missing' from the details you have provided already.

Hadders said:

This sounds a little naughty. Has anyone had any experience of claiming delay repay since Abellio took over.

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Have you looked at the form recently? I just looked and the phrase you quoted in your OP isn't there now... Very strange.

Very interesting! I also see there has been some activity on Twitter.

https://twitter.com/ScotRail/status/611881081369980928

@Chinley1234 Sorry for confusion, Glynn. You can count whole journey if delay on ScotRail service means you miss an onward connection. ^G

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An update.

I submitted my Delay Repay claim to ScotRail via their website and £96.25 of RTV's arried yesterday.

Well done ScotRail!