ScotRail are putting people off claiming the compensation they are due by asking for "seemingly irrelevant details", it has been claimed.
Consumer group Which? said that the rail operator's request that customers answer 24 separate questions as part of a claim creates "unnecessary barriers" to them receiving the money they are owed.
They have been accused of operating one of the most complicated systems in the UK – a system which deters people from claiming cash back.
Which? managing director of public markets Alex Hayman, told the Daily Record: "The technology exists to deliver compensation automatically, but the industry continues to drag its heels while benefiting from a system that deters passengers from claiming the money they are owed."
Manuel Cortes, general secretary of the Transport Salaried Staffs' Association, added: "On top of suffering the worst punctuality and reliability since Scotland's railways were privatised, now ScotRail passengers have to navigate a Byzantine claims process and provide 24 pieces of information in order to claim compensation for the delays.
"This is pure cynical greed. Abellio know that the harder it is for passengers to claim a refund, the more likely they are to give up on the process."
The ScotRail delay repay guarantee allows people to claim compensation when journeys are delayed by 30 minutes or more. Anyone who misses a connection because of the delay, can also claim for that journey.
And a spokesperson said: "We are absolutely committed to providing the best possible service for our customers and our delay repay guarantee is at heart of that approach. We know how much of an inconvenience it is to customers when things don’t go to plan, and it is only right that they are compensated when that happens.
“The delay repay system is easy to use and we regularly remind our customers to claim for compensation if their journey is delayed by 30 minutes or more.”
To receive one WhatsApp message a day with Edinburgh Live's headlines, as well as breaking news alerts, text NEWS to 07899067815. Then add the number to your contacts as 'Edinburgh Live'.
For more stories from across the Edinburgh area like our Facebook page , or follow us on Twitter and Instagram .
You can also subscribe to our newsletter: enter your email in the blue box at the top of this article.
