Frequently asked questions

You are no longer required to wear a face covering when travelling on GWR services. However, in line with Government advice and to reduce the risk to fellow passengers and staff, we continue to encourage customers to wear a face covering on busy services.

You can reserve a bike space at any time before your train arrives. You should do this as early as you can. Storage is limited and bikes can't be kept in the areas by the doors.

Reservations for bikes are mandatory on all our Intercity Express Trains and you must have evidence of your reservation with you when you travel.

You can reserve a space when you buy your ticket. If you already have a ticket and want to add a reservation, then you can do it:

• in the booking section of your online account
• by calling us on 03457 000 125
• by visiting a ticket office

If you need assistance with this please message us on Twitter @GWRhelp, or on Facebook Messenger @GWRUK.

Find out more about travelling with your bike.

You can reserve a seat when you buy your ticket. If you already have a ticket and want to add a reservation or change what you already have, then you can do it:

• in the booking section of your online account
• by calling us on 03457 000 125
• by visiting a ticket office

If you need assistance with this please message us on Twitter @GWRhelp, or on Facebook Messenger @GWRUK.

If you have a season ticket, you can make reservations for your regular trains by sending details of your services, seat preferences, the duration of time you’d like the seat reserved for, and your photocard number to gwrreservations@gwr.com.

Find out more about seat reservations.

If you arrive at your destination 15 or more minutes late because your GWR train was delayed or cancelled, you can claim Delay Repay compensation. We need to receive your claim within 28 days of your delay.

Find out more about Delay Repay and make a claim here.

Refunds work differently depending on the type of ticket.

You can claim a refund on an unused Anytime, Off-Peak or Super Off-Peak ticket. Advance tickets are non-refundable unless you didn’t travel because your train was delayed or cancelled.

We will only process a refund if the ticket was bought from GWR. If you bought your ticket elsewhere, contact the original retailer.

• we need to receive your claim within 28 days of the ticket's expiry
• we charge a £5 admin fee* for every application made

*The fee will be waived if you do not travel because your train is delayed or cancelled

Find out more about unused ticket refunds and make a claim here.

Advance tickets

You can change the date and time of your ticket at any time before your scheduled departure. An admin fee of £10 may be applied. If the price of your new ticket is more expensive, you'll need to pay the difference.

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

You can change the date and time of your ticket up to the date of departure without having to pay an admin fee.

Find out more about changing your ticket.