Labour calls for rail delay payouts to be automatic
RAIL passengers could be automatically compensated for delayed journeys under plans set out by Scottish Labour.
The party has called on ScotRail to introduce a system where partial or full refunds are paid out automatically to customers who experience delays of 30 minutes or more if they have paid by credit, debit or smart card.
Scottish Labour has also urged the operator to launch an awareness campaign so that all passengers, including those who pay by cash, are aware of their rights to compensation.
Under existing rules, passengers can claim back 50% of the cost of a single ticket or 25% of the cost of return if their journey is delayed by 30 to 59 minutes.
Refunds increase to the full cost of a single ticket and 50% of a return for delays of one hour to one hour and 59 minutes, and the full cost of a single or a return for delays of more than two hours. Passengers apply online or by post.
Scottish Labour said ScotRail should look at all options for an automatic scheme.
The party said it would make automatic compensation a requirement of the next ScotRail franchise.
There has been widespread criticism of the reliability of ScotRail trains since current operator Abellio took over the franchise in 2015.
ScotRail was ordered to produce a performance improvement plan last year after punctuality and reliability fell below the expected standard.
Scottish Labour’s transport spokesman Neil Bibby said: “Delayed trains are still a major problem on the ScotRail network, despite improvements in recent months.
“Passengers have always been entitled to compensation for significant delays, but many are unaware of their rights. Scottish Labour has repeatedly called on the Scottish Government to run an awareness campaign.
“Now we are going further and demanding that automatic compensation is introduced for passengers paying by card if their train is 30 minutes or more late.”
ScotRail Alliance spokesman said: “We are always looking at ways to improve the service we offer to our customers.
“We know how frustrating any delay can be for customers, which is why we already offer compensation to customers who have been delayed by 30 minutes or more. There is an option for that to be paid electronically. It is quick and easy for customers to claim money back, particularly online.”