Scottish transport agency. Products & services: Transport.
- Website
- transport.gov.scot
- Location
- Scotland
Making a claim against Transport Scotland
If Transport Scotland has caused you a financial loss, you may have grounds to claim compensation. Claims are decided on the facts and the evidence you can provide, so it helps to understand what you can claim for before you begin.
This guide explains the types of claim common across the travel & transportsector, the steps to take first, and the evidence you’ll want to gather.
Claims may include:
- Flight delays and cancellations
- Denied boarding and overbooking
- Downgrades and refused refunds
- Package holiday problems
- Lost, damaged or delayed baggage
- Train delays and cancellations
- Travel company failure (ATOL / ABTA)
- Breach of contract
What can you claim for?
- Flight delays & cancellations
Was your flight delayed 3+ hours, cancelled or overbooked through the airline’s fault?
Learn more - Package holiday problems
Did your accommodation, transfers or itinerary fall short of what you booked?
Learn more - Lost or damaged baggage
Was your luggage lost, delayed or damaged in transit by the carrier?
Learn more - Company failure & ATOL
Did the travel company stop trading before or during your trip?
Learn more
Before you claim
- 1Complain to the company
Contact the airline, train operator or tour company in writing and set out what went wrong.
- 2Give them time to respond
Let the company investigate before you escalate to an ombudsman or ADR scheme.
- 3Keep all your travel documents
Bookings, tickets, boarding passes, delay notices and receipts for any extra costs.
- 4If still unresolved, consider a claim
We can help you understand escalation routes such as AviationADR, the Rail Ombudsman or ABTA.
Evidence checklist
- Booking confirmation and invoice
- E-tickets and boarding passes
- Flight or train delay/cancellation notice
- Receipts for meals, hotels and replacement transport
- Property Irregularity Report (baggage)
- Photos of accommodation or damaged luggage
- Emails and correspondence with the operator
- ATOL certificate (if applicable)
- Complaint reference
- Any refund or compensation offer
Start your claim
Tell us a little about what happened and we’ll help you check whether you have a valid claim against Transport Scotland.
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Frequently asked questions
Am I entitled to flight delay compensation?
If a flight covered by UK261 arrives 3 or more hours late, is cancelled at short notice, or you are denied boarding because it was overbooked, you may be entitled to fixed compensation of roughly £220 to £520 depending on distance. It must be something within the airline’s control, not an extraordinary circumstance.
Does it matter why the flight was disrupted?
Yes. Compensation is only payable when the disruption was the airline’s responsibility, such as staffing or technical faults. Extraordinary circumstances like severe weather, strikes by third parties or air-traffic control restrictions usually remove the right to compensation, though you keep your right to care and a refund or rerouting.
Can I claim for a ruined package holiday?
Under the Package Travel Regulations the organiser is responsible for the whole package, so if accommodation, transfers or key elements were not as booked you can complain to the provider and seek a price reduction or compensation. Report problems while you are still away and keep evidence.
What happens if the travel company goes bust?
If your trip was ATOL protected you can claim a refund, or be repatriated if you are already abroad, through the ATOL scheme. Package holidays and many bookings are also covered by ABTA or similar financial-protection arrangements — check your booking for the certificate.
Is there a time limit for making a claim?
Limits vary by claim type, but flight compensation claims in England and Wales can generally be brought for up to six years. Baggage and some contractual claims have much shorter windows, so it is best to act quickly while the evidence is fresh.
This information is general guidance and is not legal advice.
Relevant legislation
The main laws and regulations that may apply to a claim in the travel & transport sector:
- Retained Regulation (EC) No 261/2004 (UK261 air passenger rights)
- The Package Travel and Linked Travel Arrangements Regulations 2018
- The Civil Aviation (ATOL) Regulations 2012
- Consumer Rights Act 2015
Check whether you can claim money back from Transport Scotland in a few minutes — no obligation.