Delay compensation

We work hard to make sure all trains run as planned, but if things go wrong you may be able to claim compensation.

If you’ve got a season ticket, visit our Season ticket compensation and refunds page.

How it works

We normally issue compensation by cheque; or you can choose rail travel vouchers which can either be posted or credited to your GWR online account.

What we’ll pay depends on which of our services you used.

We don’t normally offer compensation because of something outside of our control like trespassing, vandalism, severe weather, someone being hit by a train or a security alert.

How will I receive my compensation?

You can choose to receive your compensation in the following ways, and it should be with you within 14 days of your claim being agreed:

If none of these options are suitable, please contact our UK based Customer Support team on 03457 000 125, we’re available between 06:00 - 23:00, 7 days a week.

Sending in your claim

Just fill in the form below, or print off our compensation for delays form, to claim your compensation for delayed or cancelled trains. If you need any help, call us on 0345 7000 125.

About you

Outward journey details

Return journey

Please tell us about how you were departing the station.

Ticket details


Upload a scan or photo of your ticket as a JPEG, PNG or GIF.
Maximum file size 2MB.


How you would like your compensation to be delivered?

  • We’ll only share your details with other First Group companies. If you want to stop receiving information, write to us at MH101, GWR, Milford House, 1 Milford Street, Swindon SN1 1HL.

  • Your personal information will be held by Greater Western Railway, party of FirstGroup PLC, for research and analysis purposes.