Delay Repay · ScotRail · checked 25 September 2026
Delay Repay with ScotRail
ScotRail pays Delay Repay from 30 minutes late on its trains, not 15 like most of the railway, and a connection missed because a ScotRail train was late counts too. ScotRail must receive your claim within 28 days of the delay.
At a glance
- Pays from: 30 minutes late on a ScotRail train, missed connections included.
- Claim within: 28 days of the delay. ScotRail must receive it by then.
- Where: scotrail.co.uk, Delay Repay, online, or by post to ScotRail Customer Relations.
How much
| Late by | Single | Return |
|---|---|---|
| 30 to 59 minutes | 50% | 25% |
| 60 to 119 minutes | 100% | 50% |
| 2 hours or more | 100% | 100% |
Both columns are a share of what the ticket cost, so a return pays half the single rate until two hours. ScotRail's page gives no separate rates for season tickets; the claim form takes seasons, flexi seasons and rovers, so claim and ScotRail will work it out.
How to claim
Online, ScotRail's form takes the journey, the ticket and how you want to be paid. Each passenger claims separately, with a box to tick for a large group.
By post, pick up a form at a staffed station or print it from ScotRail's page, and send it with your ticket to ScotRail Customer Relations, PO Box 27129, Glasgow G2 9LH.
What the form asks for
- The date, booked departure time, and the start and end of the whole journey you planned.
- How late you were, and whether the train was delayed, cancelled, did not stop at your station, or was too busy to board.
- Smartcard: the number on the back. Paper ticket: the original, or a photo of the ticket itself, not the seat reservation or receipt. Season: a photo of the ticket and photocard.
How you are paid
Bank transfer, PayPal, rail vouchers or a donation to Age Scotland. Vouchers buy rail tickets anywhere in Great Britain for 12 months, and any ScotRail ticket office changes them for cash within 28 days of issue.
Worth knowing
- Claims are not normally accepted if you were told about the delay before you bought the ticket.
- When ScotRail runs a temporary timetable, lateness is measured against it.
- If the delay cost you more than the fare, you may be able to claim under the Consumer Rights Act 2015. ScotRail looks at each case on its own.
- Appeals are made from the claim itself on ScotRail's Delay Repay site.
Platted keeps the record for you
Platted keeps every journey you take with it for 13 months, with what a claim form asks for: the date, the stations, the booked and actual times, how late, why, and the operator. Each one copies with a tap. When a train arrives late enough to claim, Platted tells you once, then once more a week before the window shuts.
You claim on the operator's own site. Platted does not claim for you, sends the operator nothing and takes nothing from what you are paid.
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Related: Caledonian Sleeper. Every other operator is on the Delay Repay page.
Checked against the Delay Repay page on scotrail.co.uk on 25 September 2026. If ScotRail changes its rules, its own page is right and this one is out of date: tell us at [email protected].