Scotrail delay repay

[156421]

I have just been notified by Scotrail (on the tenth working day after submitting the claim despite a promise to reply within seven) that a Delay Repay claim I submitted has been essentially auto-rejected as the uploaded ticket photo showed an intact rather than defaced ticket. I have in my time claimed hundreds of delay repay claims (including some from Scotrail) and never was there a request to deface a ticket. Such requirements have applied only for refunds when not travelling, so as to prevent the ticket being fraudulently reused.

Also, the refund was for the outbound portion of an anytime return, so couldn't be reused anyway.

I'm not sure if I still have the ticket, if I do it's at the bottom of the recycling waste dumpster which I'll have to unceremoniously empty. Also inb4 the "you should have retained your ticket" brigade: what's the point in a photo, if you have to retain the ticket why not just mail it to them?

Is this a new rule, are Scotrail filibustering, or does somebody at Scotrail not know the rules?

 

[zero]

Use a paint program to draw a line through it

 

[Hadders]

It's an Abellio thing (I know Scotrail isn't run by Abellio any longer but I wonder if they still handle DR claims for Scotrail).

It's a pain and unnecessary, particularly as no other train companies require this.

 

[spag23]

Use a paint program to draw a line through it

But won't that look like the image has been defaced, rather than the (still intact and usable) ticket itself?

 

[Watershed]

All of the (former) Abellio Group TOCs, such as Greater Anglia, WMT, EMR and ScotRail have this policy. It isn't in ScotRail's Passenger Charter though, nor is it in the NRCoT, so they don't have any basis for refusing your claim for not having defaced your ticket.

I'd appeal and state you no longer have your ticket, so you can't do this. I would bother with Paint - I've tried that before and it was just rejected again (it's pretty obvious unless you do it carefully).

You might need to submit a complaint but you should get the money you're owed eventually.