Scotrail has “one of the worst compensation systems in the UK”
A study reveals only a third of people are claiming back compensation for train delay’s and cancellations.
Scotrail customers are assured if their journey is delayed more than half an hour they will be entitled to compensation.
However, consumer group Which? says the system is ‘fragmented and confusing’.
There are 24 steps on the application process before those eligible will get their money back.
The group found customers are asked for “seemingly irrelevant details” which creates “unnecessary barriers” to receiving the money they are owed.
MSP for Dumbarton, Jackie Baillie, wants to see an improvement to the disappointing service Scotrail provides.
MSP for Dumbarton, Jackie Baillie, wants to see an improvement to the disappointing service Scotrail provides. pic.twitter.com/PNJrbUnlq7
— Glasgow Standard (@GlasgStandard) May 9, 2019
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A Scotrail spokesman said: “We know how much of an inconveinence it is to customers when things don’t go to plan, and it is only right that they are compensated when that happens.
“The delay repay system is easy to use and we regularly remind our customers to claim for compensation if their journey is delayed by 30 minutes or more.”
