Question about Scotrail Delay Repay Offer

[bookkeeper6]

I have made a claim to Scotrail for Delay Repay but the amount they have offered seems surprisingly low and only relates to part of the journey.

The journey was from Oban to Morar:

• Depart Oban Wednesday 17th September at 1211 arriving Crianlarich at 1332
• Depart Crianlarich at 1424 arriving Morar at 17.36

The actual arrival time at Morar was 1812, meaning a delay of 36 minutes.

The journey used 2 tickets:

• Oban to Crianlarich, any time day single with senior railcard. Cost was £11.25
• Crianlarich to Morar, Scottish Grand Tour Rover. Cost with senior railcard was £61.25

Scotrail has offered Delay Repay compensation of £3.83 for the Crianlarich to Morar leg only.

Is Scotrail correct? If not, how should I proceed?

 

[Watershed]

ScotRail are wrong; you're entitled to make a journey using a combination of tickets, which also means that Delay Repay is calculated based on all of the tickets.

Delay Repay for a 30-59 minute delay is calculated as 50% of the cost of a single ticket, or 25% of a return ticket. So you're entitled to 50% of your Oban to Crianlarich single (£5.63).

For Rovers and Rangers, the generally accepted method is to divide the ticket by the number of days it's valid on, and then treat this value as if it were a return ticket. So £61.25 ÷ 4 = £15.31. 25% of that (since it's treated as a return ticket) is £3.83, which explains how they reached their calculation.

So ScotRail owe you an extra £5.63 for the Oban to Crianlarich single. Did you provide them with a copy of both tickets when making your journey, and did you specify that it was from Oban, changing at Crianlarich?

 

[bookkeeper6]

In my request for Delay Repay I stated that "The journey involved 2 tickets, one of which is a Rover." I also provided them with a copy of both tickets. What I did not do was spell out that it was a single trip. However, I did make post-purchase seat reservations for the journey, and have the itinerary provided witrh the reservation which makes it clear that this is all a single journey. I did not provide a copy of the seat reservatinos when I made my claim.

 

[Watershed]

In that case the mistake is entirely theirs. I would appeal the claim, explaining that they have not included the Oban to Crianlarich single in their calculations.

 

[bookkeeper6]

Thank you for your advice. I'll do that. Should I mention the seat reservation in my appeal or woudl that simply confuse things?

 

[Watershed]

I don't think you need to mention it to be honest.

 

[bookkeeper6]

Thank you for your advice. I have followed it, and today Scotrail has paid £9.46 into my bank account.

You may be amused to know that my wife, travelliing on the same journey and with identical tickets, was initially offered £2.19 Delay Repay compensation. She also appealed, fgollowing which Scotrail paid her £9.46 too.