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ScotRail's 'complex' compensation scheme slammed by Ross MP

By Hector MacKenzie

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A ScotRail train approaches Duirinish station on the Kyle Line.
A ScotRail train approaches Duirinish station on the Kyle Line.

ScotRail has been criticised for its complex compensation scheme for delayed passengers, with research revealing that the process is among the UK’s most complicated.

Consumer group Which? said its study of online claim forms shows customers seeking pay-outs for disruption face a “fragmented and confusing system” and are asked to submit 24 separate details about a claim.

Tain-based Far North MP Mr Stone said: “It is ridiculous to ask customers to produce 24 details before a claim can be submitted, especially for a service where delays are all too common.

“ScotRail knows that the harder it is to claim a refund, the more likely passengers will give up on the process. It’s clear that ScotRail is putting money ahead of customer satisfaction, which is at an all-time low.

“This is yet another example of ScotRail failing their customers and one more reason the Scottish Government should strip ScotRail of its contract.”

Do you agree? Email newsdesk@spp-group.com

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