Date lodged: 11 November 2016
To ask the Scottish Government what its position is on introducing a policy of automatic compensation for passengers experiencing delays on the ScotRail network.
Answered by: Humza Yousaf 24 November 2016
The Scottish Government is committed to running a rail network that focuses on delivering good customer service and value for money to the public. As part of the recent franchise agreement, Transport Scotland secured a clear and straightforward Delay Repay process, currently in use, whereby passengers on Scotland’s railways can claim compensation in the event that their service is subject to any delay lasting over 30 minutes. As is normal in any long term service contract, through discussion with ScotRail and Caledonian Sleeper we will investigate altering delay repay processes to refund affected passengers.