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Parliamentary debates and questions

S5W-15061: Mike Rumbles (North East Scotland)

Scottish Liberal Democrats

Date lodged: 6 March 2018

To ask the Scottish Government what discussions it has had with ScotRail regarding the introduction of automatic compensation for delayed passengers.

Answered by: Humza Yousaf 15 March 2018

ScotRail’s Passengers’ Charters currently includes ‘delay = repay’ compensation scheme based on delays to journeys where customers can claim online using ScotRail’s website or by post. This complies with the requirements specified in the ScotRail Franchise Agreement effective from 1 April, 2015. As is normal in any long term service contract my officials at Transport Scotland through discussion with ScotRail are investigating altering delay repay threshold timings to any delay over 15 minutes, and the process to refund affected passengers.