We're sorry your journey didn't go as planned. We're here to help.
If your journey was significantly disrupted, this page explains your next steps, including how to claim compensation or additional expenses.
Alternative travel options
When your train is cancelled, your ticket will be accepted on either of the two GWR trains that run before or after your original train. If you have a connecting journey, we will provide additional flexibility to help you reach your destination.
If you're unable to reach your destination by train, please speak to our teams onboard or at the station to discuss your onward travel options.
Claim Delay Repay compensation
If your journey was delayed by 15 minutes or more, you may be entitled to compensation through Delay Repay.
You'll need your ticket details to complete your claim. Please submit your claim within 28 days of your journey.
Claim additional costs due to disruption
For significantly disrupted journeys where no reasonable alternative transport options are available, please arrange your own travel to reach your destination.
We understand this can be stressful. Please be reassured that we will review reasonable costs incurred as a direct result of disruption.
Please keep all receipts and supporting evidence, as you may be able to claim these costs back from us.
Where possible, we recommend using a service that provides a clear digital receipt (for example, app-based taxi or rideshare services such as Uber), as this can help support your claim.
Additional costs could include:
- Alternative transport (for example, a taxi or rideshare service)
- Essential expenses caused by the disruption
Submit your claim for additional costs
Tell us about your experience
We know disruption is frustrating, but your feedback helps us improve.
Send praise to our team
Our teams work hard to help you when your journeys doesn't go to plan.
If someone made a difference to your journey, we'd love to hear about it.