Delay compensation

If your delayed GWR journey occurred on, or after, 1 April, you can now claim under our new Delay Repay scheme.

Click here to submit a claim via our new dedicated webform.

We work hard to make sure our trains run as planned, but if you were delayed you could be entitled to claim compensation.

If you were delayed when travelling with a season ticket, please visit our Season ticket compensation and refunds page for details.

If you were delayed on any other ticket, the quickest way to claim is via the form below. Alternatively you can download a copy of our compensation claim form or, pick one up at any GWR 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?

Disrupted journey details


Length of delay

About you


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Consumer Rights Act

Under the Consumer Rights Act, you may be able to claim extra compensation if you incur costs as a result of our failure to provide the expected service.

We look at each claim on a case-by-case basis and aim to get back to you within 20 working days.

Just send full details and any documents that may help to our Customer Support team.

Note: You must not seek to recover the same money twice. However, claiming compensation using our reclaims process does not affect any additional statutory rights you may have, for example under the Consumer Rights Act 2015 where we as a company are at fault.

For more information on the Consumer Rights Act and how it applies to the railway industry please see the FAQ produced by National Rail, which also contains a link to the National Rail Conditions of Travel: