Automatic Delay Repay

No forms. No hassle. No worries.

Automatic Delay Repay makes getting compensation easier than ever for customers who:

buy an Advance ticket on GWR.com
travel with a GWR touch smartcard using pay-as-you-go in the Bristol area
tap in and out using a weekly, monthly, annual, or flexi season ticket on a GWR smartcard (purchased on GWR.com).

If your journey is delayed by 15 minutes or more, we'll notify you within 48 hours, tell you how much you're entitled to, and fill in your claim.

All you need to do is review and accept your claim. And if something doesn't look right, you can make any changes you need.

So sit back, relax, and leave the rest to us.

Who can get Automatic Delay Repay?

You’ll be eligible for Automatic Delay Repay if you opt in to receive Automatic Delay Repay notifications and:

buy an Advance ticket on GWR.com
travel with a GWR touch smartcard using pay-as-you-go in the Bristol area
tap in and out using a weekly, monthly, annual, or flexi season ticket on a GWR smartcard (purchased on GWR.com).

How can I sign up for Automatic Delay Repay?

It's simple.

If you buy an Advance ticket on our website, or use pay-as-you-go or season tickets on a GWR smartcard, you can opt-in for Automatic Delay Repay.

You'll need to login or register for a Delay Repay account.

To get Automatic Delay Repay, your GWR account and Delay Repay account will need to use the same email address.

How to get Automatic Delay Repay if you already have a Delay Repay account

Login to your Delay Repay account
Select 'Automated claims' from the menu
Select the option to opt in for Automatic Delay Repay notifications

How to get Automatic Delay Repay if you're creating a new Delay Repay account

Register for a new Delay Repay account
Fill in your details – make sure you enter the same email address that you use for your GWR account
By default, you'll be opted in for Automatic Delay Repay notifications
Complete your registration

What should I do if the email address for my Delay Repay account is different to my GWR account?

If your email address is different, you will need to create a new Delay Repay account, using the email address linked to your GWR account. This is so we can match your accounts and send you Automatic Delay Repay notifications.

How does Automatic Delay Repay work?

Automatic Delay Repay on GWR trains

If your journey is delayed by 15 minutes or more, we'll notify you by email within 48 hours. The email will contain a link, where you can view and confirm your GWR Delay Repay claim.

We'll fill in your journey and ticket details to save you time. You can confirm the claim or make any changes.

Automatic Delay Repay for other train operators

If you aren't travelling on a GWR service, we'll still send you a notification within 48 hours. You'll then need to process your claim directly with the train operator.

Your email will contain a link with your journey details. We'll also tell you who your train operator was, so you can contact them directly.

Frequently asked questions

What is an Automatic Delay Repay notification?

If you buy an Advance ticket on GWR.com, or travel with a GWR smartcard using pay-as-you-go (PAYG) or a season ticket, then we can tell you when you are delayed and owed compensation.

We will notify you via email within 48 hours of the day of your delayed journey. The email will contain a link that will allow you to click and confirm your GWR Delay Repay claim. We will prepopulate the claim with your journey and ticket details to save you time.

If you were delayed whilst travelling with a different train operator, we will still send you a notification, but you will need to claim for Delay Repay directly from them.
Who can receive Automatic Delay Repay notifications?
You can opt in to receiving Automatic Delay Repay notifications if you:
- buy an Advance ticket on GWR.com
- travel with a GWR touch smartcard using pay-as-you-go in the Bristol area
- tap in and out using a weekly, monthly, annual, or flexi season ticket on a GWR smartcard (purchased on GWR.com).
If you were delayed on a GWR train, our email will contain a link that will allow you to click and confirm your GWR Delay Repay claim. We will still send you a Delay Repay notification if you were delayed with a different train operator, but you will need to claim directly from them.
How do I receive Automatic Delay Repay notifications?

If you buy an Advance ticket on GWR.com, or travel with a GWR smartcard using pay-as-you-go (PAYG) or a season ticket, you can opt in to receive automatic notifications for delays.

To do this, go to the Delay Repay page and either login or register.

Once logged in, choose to opt in to Automatic Delay Repay notifications. You must use the same email address associated with your GWR.com account to receive notifications.
How does the Automatic Delay Repay notification system work?

Advance tickets

Advance tickets are for travel on specific trains and times. If we find a delay of 15 minutes or more on your booked journey, we will automatically notify you that you may be owed Delay Repay compensation.

You will have the opportunity to review the information and accept, amend, or reject the claim.

Pay-as-you-go (PAYG) in the Bristol area

At the end of the day, we analyse all your entry and exit taps to work out the journeys you made and the most appropriate fares.

We compare how long it took you to complete your journey based on your tap activity, against how long your journey should have taken based on the scheduled timetable. Where there is a discrepancy, we look to see if there were any corresponding service disruption, and if we find a delay of 15 minutes or more, a claim will be created.

You will have the opportunity to review the information and accept, amend, or reject the claim.

If you have not tapped in or out, or have had to change your tap-in or tap-out location, we will not be able to send you an automatic notification. Don’t worry, you can still make a manual claim for Delay Repay here.

Weekly, monthly, annual and flexi season tickets

When you tap in and out using your season ticket on a GWR smartcard, we can compare how long your journey took against how long it should have taken based on the scheduled timetable. Where there is a discrepancy, we look to see if there were any corresponding service disruption, and if we find a delay of 15 minutes or more, a claim will be created.

You will have the opportunity to review the information and accept, amend, or reject the claim.

If you have not tapped in or out, or have had to change your tap-in or tap-out location, we will not be able to send you an automatic notification. Don’t worry, you can still make a manual claim for Delay Repay here.
Why does it take 48 hours to receive an Automatic Delay Repay notification?

This allows our system to analyse all entry and exit taps data and to check for any delayed journeys.
Why can’t you automatically send Delay Repay compensation to me?

It’s important we provide you with the opportunity to review the details of your claim to ensure they are accurate before we process it.
Can I change the details of my claim if I think there’s a mistake?

Yes. You will have the opportunity to review the details of your claim and either accept, amend, or reject it. You can also change your preferred payment method.
How long do I have to accept a Delay Repay claim after receiving an automatic notification?

As with all Delay Repay claims, you will have 28 days from the date of your delayed journey to submit a claim.
How much will I get paid if I accept a claim after receiving an Automatic Delay Repay notification?

You are entitled to Delay Repay compensation if your GWR journey is delayed by 15 minutes or more. The level of compensation paid depends on the ticket held and the length of delay.

The amount you receive will not change if you accept a claim after receiving an Automatic Delay Repay notification or if you submit a claim manually.