On this page
How much ScotRail pays
ScotRail uses Delay Repay 30: from 30 minutes late at your destination, it pays back 50% to 100% of the fare for the journey.
| Late by | Single | Return |
|---|---|---|
| 30 to 59 min | 50% | 25% |
| 60 to 119 min | 100% | 50% |
| 2 hours or more | 100% | 100% |
More in Delay Repay with a Season Ticket. On a Railcard or Advance ticket, the bands apply to the price you paid: see Delay Repay with a Railcard and Delay Repay on an Advance ticket.
Railhop works this out for you: check your train and it shows how late it was, which band that is and what you're owed.
How to claim ScotRail Delay Repay
- Check your train on Railhop. Tell Railhop where you travelled and roughly when. It finds your ScotRail train, how late it really was from National Rail's data, and what you're owed: ScotRail pays from 30 minutes late.
- Railhop fills in ScotRail's claim form. In the Railhop iPhone app, or with Railhop's browser extension on a computer, Railhop opens ScotRail's own claim form and fills it in for you, with your journey, your ticket and your details.
- Check it and press submit. You check the claim and press submit on ScotRail's own form, within 28 days of travelling. You choose how to be paid: the method you paid with, PayPal, cash vouchers (you can swap them for cash at a ScotRail ticket office within 28 days of issue) or a donation to Age Scotland. ScotRail pays you directly. Railhop never submits a claim for you.
Used Delay Repay Sniper? Railhop is the modern way to claim: it finds your delays and fills in the form, and you stay in control of the claim. Read what happened to Delay Repay Sniper.
Cancelled ScotRail trains
ScotRail doesn't say how it measures the delay when a train is cancelled. Claim based on when you reached your destination, and check the result with ScotRail.
If you decide not to travel, ask whoever sold you the ticket for a full refund, with no admin fee. You can have a refund or Delay Repay, not both. More in Delay Repay for a cancelled train.
Strike days and replacement buses have their own rules: see Delay Repay on strike days and Delay Repay on a rail replacement bus.
Check the cancelled train on Railhop: it shows the cancellation, works out what you can claim and fills in ScotRail's form for you.
ScotRail Delay Repay form and login
You claim on ScotRail's own Delay Repay form. Railhop opens it and fills it in for you in the Railhop iPhone app, or with Railhop's browser extension on a computer: your details, the journey, the delay and your ticket. You check the claim and press submit yourself.
Proof of travel
ScotRail accepts these, depending on your ticket:
- Your ticket.
- Your 16-digit Smartcard number, if you travel with a Smartcard.
Add your ticket in Railhop once: snap it in the app, or add it on the website, and Railhop attaches it to your claim where the form takes a file.
How ScotRail pays, and how long it takes
You choose when you claim: the method you paid with, PayPal, cash vouchers (you can swap them for cash at a ScotRail ticket office within 28 days of issue) or a donation to Age Scotland. The National Rail Conditions of Travel say a claim should be paid within 14 days of being agreed. More in how long Delay Repay takes. ScotRail pays you directly, and Railhop keeps the claim reference for each claim you make, so it's easy to follow up.
Split tickets
You can use two or more tickets for one journey (the National Rail Conditions of Travel, condition 14.2), and the delay is still measured at your destination. More in Delay Repay on split tickets. Railhop checks the whole journey and measures the delay at your destination.
If ScotRail rejects your claim
Ask ScotRail to look at it again, with your evidence: the train, the times and your ticket. If you're still unhappy after ScotRail has replied, you can take it to the Rail Ombudsman. More in what to do if a Delay Repay claim is rejected. Railhop's claims use the train's real times from National Rail's data, so they match what the train company sees.
About ScotRail
ScotRail runs most passenger trains within Scotland, including around Glasgow and Edinburgh and to Aberdeen, Inverness and the Highlands.
ScotRail is run by ScotRail Trains Limited, which has been publicly owned by the Scottish Government since April 2022.
Good to know on ScotRail
- ScotRail pays from 30 minutes late, not 15, so there is nothing for a shorter delay.
- If a ScotRail delay makes you miss a connection, you can claim for your whole journey from ScotRail.
- ScotRail does not normally accept a claim if you were told about the delay before you bought your ticket, or if it ran a replacement bus or let you use your ticket on other buses, trams or the Glasgow Subway.
- If ScotRail brings in a temporary timetable, your delay is measured against that timetable. You can also post a claim to ScotRail Customer Relations, PO Box 27129, Glasgow G2 9LH.
Questions about ScotRail Delay Repay
How do I claim ScotRail Delay Repay?
Check your train on Railhop: it finds how late it was and what you're owed, then fills in ScotRail's own claim form in the Railhop iPhone app, or with Railhop's browser extension on a computer, with your journey, ticket and details. You check it and press submit within 28 days of travelling, and ScotRail pays you.
How much Delay Repay does ScotRail pay?
ScotRail uses Delay Repay 30, from 30 minutes late at your destination. On a single ticket you get 50% of the fare for 30–59 minutes, 100% for 60–119 minutes and 100% for 2 hours or more. On a return ticket: 25%, 50% and 100% of the return fare. Railhop works out the amount for your train.
How long do I have to claim ScotRail Delay Repay?
28 days from the date of the delayed journey. Railhop shows the claim-by date for every delay it finds, and the app reminds you 3 days before it runs out.
Will ScotRail pay for a taxi or hotel if my train is delayed?
ScotRail aims to arrange onward travel or a hotel itself. If you make the arrangements yourself, its charter says it pays your reasonable and proportionate costs. Ask Customer Relations, not the Delay Repay form.
Can Railhop fill in the ScotRail Delay Repay form for me?
Yes, in the Railhop iPhone app, or with Railhop's browser extension on a computer. Railhop opens ScotRail's own claim form and fills in your details, the journey, the delay and your ticket. You choose how to be paid, check the claim and press submit: Railhop never submits claims or sees your bank details.
Can I claim ScotRail Delay Repay if my train was cancelled?
Yes, if you still travelled. ScotRail doesn't say how it measures the delay when a train is cancelled. Claim based on when you reached your destination, and check the result with ScotRail. If you decided not to travel, ask whoever sold you the ticket for a full refund instead: you can have one or the other, not both. Check the cancelled train on Railhop and it works out what you can claim.
How does ScotRail pay Delay Repay?
You choose when you claim: the method you paid with, PayPal, cash vouchers (you can swap them for cash at a ScotRail ticket office within 28 days of issue) or a donation to Age Scotland. The National Rail Conditions of Travel say a claim should be paid within 14 days of being agreed.
What can I do if ScotRail rejects my Delay Repay claim?
Ask ScotRail to look at it again, with your evidence: the train, the times and your ticket. Railhop has the train's real times from National Rail's data. If you're still unhappy after ScotRail has replied, you can take it to the Rail Ombudsman.
Sources
- ScotRail: Our Delay Repay guarantee
- ScotRail: Passenger Charter April 2026
- ScotRail: Refunds
- ScotRail: Contact form
Delay Repay guides for other train companies.
Terms change. If something here doesn't match ScotRail's own terms, ScotRail's terms are right. Railhop fills in ScotRail's claim form for you, and you check it and submit it yourself. Railhop is not affiliated with ScotRail or National Rail.