ScotRail, now publicly owned by the Scottish Government, operates all rail services within Scotland. Their Delay Repay process requires account registration but is otherwise functional. Response times are reasonable by industry standards.
How to claim
Register on ScotRail's portal, then submit claims through their online form. Standard journey and ticket information required. The process is straightforward once you have an account. Processing times range from 10-20 working days.
Open ScotRail Delay Repay →Tips for ScotRail claims
ScotRail's Delay Repay threshold is 30 minutes for most services, not the 15 minutes offered by most English operators. Check the specific terms for your route. If you use a ScotRail smart card, ensure your card is registered to your account for faster verification. Glasgow and Edinburgh commuters experiencing frequent short delays may find fewer claims are eligible due to the higher threshold.
Our verdict
Adequate. The higher delay threshold is the main frustration — Scottish commuters deserve the same 15-minute standard as English passengers. The process itself is functional once you accept the account requirement.
What you'll need
Whichever operator you're claiming from, have these ready: the date of your journey, your departure and arrival stations, the scheduled departure time of your train, what happened (how many minutes late, or if it was cancelled), your ticket type and what you paid, and proof of purchase — a photo of your ticket or your booking confirmation email.
For a complete overview of how Delay Repay works across all operators, read our UK Commuter's Guide to Delay Repay.
Never miss a claim on ScotRail
DelayRepay monitors your ScotRail commute and alerts you the moment a delay is detected — with the compensation amount and everything you need to claim.
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