Labour demands automatic cash refunds for train delay passengers
RAIL passengers should be automatically compensated for delayed trains, according to Scottish Labour.
The party has called on ScotRail to introduce a system where partial or full refunds are paid out to customers who experience delays of 30 minutes or more if they have paid by debit, credit or smart card.
There are also calls for the operators to launch a campaign to ensure passengers are aware of their rights to compensation and know how to claim it.
This comes after a report revealed 43 out of the country’s busiest 73 stations – including Edinburgh Waverley, Aberdeen, Dundee and Perth – were affected by delays of at least five minutes last month.
Passengers can claim back 50 per cent of the cost of a single ticket or 25 per cent of the cost of a return if their journey is delayed by 30 to 59 minutes.
Refunds increase to the full cost of a single ticket and 50 per cent of a return for delays of one hour to one hour and 59 min- utes, and the full cost of a single or a return for delays of more than two hours.
Passengers are required to apply for the ‘delay repay’ compensation online or by post.
Scottish Labour said ScotRail should look at all options for an automatic scheme, including for passengers travelling with peak or off-peak tickets as well as those with advance tickets for specific services. 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 Dutch firm Abellio took over in 2015.
ScotRail was ordered to produce a performance improvement plan last year after punctuality and reliability fell below the expected standard with services plagued by delays, cancellations and overcrowding.
Transport Minister Humza Yousaf said the operator had ‘learned lessons’ after recent figures showed improvements.
Scottish Labour’s transport spokesman Neil Bibby said: ‘[Many passengers] 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 automatic compensation is introduced for passengers paying by card if their train is 30 minutes or more late.’
A ScotRail Alliance spokesman said: ‘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.
‘The most recent figures show that 94 per cent of our trains are on time.’
‘Unaware of their rights’