Scotrail see 73% increase to over £1m in compensation for delayed journeys


In answer to a question lodged by Liberal Democrat transport spokesperson Mike Rumbles MSP, the Scottish Government’s Cabinet Secretary for Transport has admitted that Scotrail was forced to pay delayed passengers £1,119,818 in compensation, in 2018/19, up 72.8% from £647,670 in 2017/18.

The news follows reports by consumer watchdog Which?, that Scotrail is one of the most difficult rail companies in the UK for passengers to claim compensation from. With delayed customers expected to provide 24 separate pieces of information before the company will consider a claim.

The Scottish Government was unable to provide any details about how many customers, entitled to compensation through the Delay Repay Scheme, failed to make a successful claim.  

Mr Rumbles said:

“It won’t come as a surprise to anyone that, after the worst performance record for over a decade, ScotRail was forced to pay out over £1 million in compensation last year. That is a huge increase on previous years.  

“It is clear that the system is set up to deter people from claiming the money they are owed. I have no doubt that there will be thousands of passengers who have been left out-of-pocket but didn’t bother to claim after having their service delayed or cancelled.  

“After years of trying to blame others for the problems in ScotRail, the First Minister has finally admitted that the service is not good enough.

“The priority should be to remove the franchise from Abellio at the first opportunity and to find an operator that can deliver services on time and without cramming passengers onto overcrowded trains.”

ENDS

Notes for editors:

 

  • Parliamentary question (14/05/19) - Mike Rumbles (North East Scotland) (Scottish Liberal Democrats): To ask the Scottish Government how much ScotRail has paid to passengers in compensation in each month since April 2018, also broken down by what estimate it has made of how much potential compensation has been unclaimed. S5W-22916

Michael Matheson: From April 2018 to April 2019 ScotRail has paid entitled passengers a total of £1,119,818.35 through the Delay Repay Scheme. It is not possible accurately to determine how much compensation is unclaimed. Passengers can apply for compensation if their journey is delayed by 30 minutes or more and if they miss a connection because of a delay on a ScotRail train. Compensation is straightforward to claim by using the ScotRail app or at staffed stations and ScotRail’s web-site provides details of additional compensation that passengers may claim.

 

  • Mike Rumbles (North East Scotland) (Scottish Liberal Democrats): To ask the Scottish Government how much compensation to passengers each month ScotRail (a) awarded in 2017-18 and (b) has awarded since April 2018, also broken down by how much estimated unclaimed compensation there was each month. S5W-20257

Michael Matheson: Under ScotRail’s ‘Delay Repay’ guarantee, total compensation of £647,670.00 was paid in 2017-18, and in 2018-19 (year to date) a total of £505,121.00 compensation has been paid. The table below shows the amounts paid in each Rail Industry 4 week period.

The increases in compensation payments made in Periods 4 and 7 (2018/19) were related to speed restrictions (Period 4) as Scotland experienced a hotter summer than normal, and in Period 7 the impact of ‘Storm Ali’ and an early autumn both of which impacted on ScotRail’s performance.

The Scottish Government does not have the specific information asked for related to unclaimed compensation.

4 week

Year:

 

Period

2017-18

2018-19

1

  19,308.00

   42,262.00

2

  26,033.00

   44,924.00

3

  50,053.00

   51,287.00

4

  22,636.00

  107,278.00

5

  41,446.00

   64,809.00

6

  22,045.00

   54,629.00

7

  45,828.00

  139,932.00

8

  73,326.00

 

9

  56,103.00

 

10

  24,687.00

 

11

  33,561.00

 

12

  92,130.00

 

13

140,514.00

 

Totals

647,670.00

  505,121.00


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