Contact us

For the foreseeable future, we will only be able to deal with the most urgent of enquiries. If you have already got in contact, please bear with us, as we won’t be able to respond within the usual 20 days.

If you need to get in touch, send us an email

For refunds

You need to contact the company that you bought your tickets from.

Tickets bought from GWR:

Anytime, Off-Peak, Super Off-Peak and Weekly tickets

• Paper tickets – use our online refund form.
• Uncollected paper tickets or e-Tickets - apply through your GWR online account

Advance Single tickets


Only Advance Single tickets bought before 07:00 on 23 March, and for travel after this time, can be refunded.

Season tickets


Return your Season Ticket to where you originally bought it. If there is enough validity left*, a refund will be given.

Season Tickets are not refunded on a pro-rata basis. If you have 2 months validity, or less, left on an annual Season Ticket, you may not receive any money back.

Apply for a season ticket refund here.

In an emergency

If it’s urgent, our social media team are here 24/7 on Twitter @GWRHelp, or on Facebook Messenger and WhatsApp at 07890 608043 between 07:00-23:00.

If it’s not urgent

See whether we have an answer for you in our frequently asked questions.

For anything else, the best way to get hold of us is to send us an email.