We work hard to make sure your journeys with us run smoothly but we know that sometimes things don’t go to plan.
If you arrive at your destination station more than 15 minutes late because your GWR train was delayed or cancelled, you could be entitled to compensation.
How it works
Delay Repay is a national delay compensation scheme in place across most train operating companies in the UK.
If you have been delayed on your journey with GWR by more than 15 minutes and you hold a single, return or weekly ticket, you can claim compensation through Delay Repay. The amount you receive will depend on the type of ticket you have and the length of time that you were delayed.
You can choose for compensation to be paid by BACS, card, cheque or voucher. Alternatively, you can choose to donate your compensation to our chosen charity, Action for Children.
Length of delay
(% of the return journey cost) *
Over 120 minutes
*The proportionate cost of a return journey is calculated as the total cost divided by five.
If you have a flexible, carnet, or rover ticket, compensation will be calculated using the proportional daily price of the ticket held. We divide the cost of the ticket by the number of days it is valid for. For example, a ticket that is valid for 10 journeys, will be calculated as 1/10 of the total ticket price, giving a daily return rate.
Season Ticket holders
Monthly & longer Season ticket holders do not qualify for Delay Repay and are compensated differently. More details can be found on our Season ticket compensation page.
How to claim
We need to receive your claim within 28 days of your delay. A clear and legible image of your ticket or Smartcard is required.
You can claim compensation using the online form, which is the quickest and most convenient way. Your details and favourite journeys can be saved when setting up an online Delay Repay account – making claiming even easier.
You can also complete a paper form, or you can collect a pre-printed form from any of our staffed stations - but please note we can only compensate by cheque or voucher for paper claims.
Frequently asked questions
What information do I have to provide?
To process your claim for Delay Repay compensation, and so we can get in touch with you once this is complete, we will need the following information:
your contact details and especially your email address so we can keep you updated about what’s happening with your claim
a copy of your ticket or an alternative proof of purchase
details about your delayed journey including the origin and destination station, scheduled departure time and length of delay
details of how you would prefer any compensation to be paid (options include: BACS, card (Visa/Mastercard), cheque, voucher or a donation to charity)
What proof of purchase do I need to submit?
The proof of purchase we accept will depend on the ticket format you held.
Paper ticket - An image or scan of your paper ticket. If you no longer have your ticket, where possible we will accept the white ticket receipt, purchase receipt, or collection receipt so long as we are able to identify the journey details, ticket type, amount paid, and ticket number
GWR Touch Smartcard - An image or scan of your smartcard ensuring we can see the unique reference number
eTicket – A screenshot of your eTicket or a scan of your booking receipt, displaying your booking reference, journey details and price paid
Oyster card – A copy of your TfL registered Oyster card statement showing the disrupted journey, the stations where you touched in and out, and the cost of your journey
Contactless - An image or scan of your TfL registered contactless statement showing the disrupted journey, the stations where you touched in and out, and the cost of your journey
Smartcard (other train company) - An image or scan of your receipt (or booking confirmation) showing details of the relevant ticket held on your smartcard and the cost of your ticket
I travelled with a group, do I need to claim for each ticket separately?
We understand that it isn’t always possible or practical to claim individually, for example when travelling with children. Our online form allows you to submit a claim for up to 5 travellers in one submission.
When submitting a claim via our online form you need to select ‘Multiple Passengers’ and enter the combined cost of the tickets you are claiming for.
When uploading a scan or photograph of the tickets please make sure all of the tickets you are claiming for are included in one image or scan.
How will I be paid?
Repayment options for claims made online include:
rail travel voucher
a donation to charity
Repayment options for claims made by post are limited to Rail Travel Vouchers or a cheque only.
Once made, we cannot change the option you have chosen so please make sure you select the right one for you when filling in your claim.
Can I claim compensation for other travel problems/additional losses?
Delay Repay provides compensation for delays only and will be based on the cost of the ticket you held. Our Passenger’s Charter describes the compensation available for any other problems you might have experienced.
If you feel you are eligible for further compensation or reimbursement, please contact our Customer Support team with the full details using our online form. Please provide your full journey details, a copy of your ticket, and proof of any additional costs incurred.
You cannot recover the same money twice, but you may be entitled to recover up to the price of your ticket where you can demonstrate that a service has not been delivered with reasonable care and skill.
Why was my claim rejected?
Your claim may be declined for a number of reasons and the specific reason for this will be explained in our response. Please note that Delay Repay can only process claims for a delayed journey. If you would like to claim for any other aspect of your journey, please contact our Customer Support team.
Common reasons for turning down a claim are:
Your claim was submitted outside of 28 days
Under our Passenger’s Charter and the National Rail Conditions of Travel, to qualify for compensation you must make the claim within 28 days of completing the relevant journey.
Your ticket was not valid for the journey you have claimed for
ticket is for a different date as to the journey you are claiming for
proof of purchase provided is not acceptable. We need to be able to identify the journey details, ticket type, amount paid, and ticket number (paper tickets)
We were unable to find a delay of 15 minutes or more
this could be because you provided the service you travelled on, rather than the original train that you intended to board
there were planned engineering works in place which meant that the timetable was amended - Delays are calculated against the planned and advertised timetable, so compensation is not usually offered during periods of pre-planned engineering works
the date of the journey was incorrectly entered
The delay occurred with a different train operator
We offer compensation to a maximum of a full day’s travel (pro-rata)
you cannot claim more than the amount you paid for the ticket. Further claims will be rejected if the full cost of a ticket has already been paid.
when claiming on behalf of others as well as yourself, you will need to select the option to submit a claim for Multiple Passengers within the delay web form. Once this option is selected, you are prompted to upload only one image with ‘Please provide an image or scan of all tickets being claimed for’ and enter the total value of all tickets in the claim. All the relevant tickets must be combined and uploaded together as one image.
If you need to provide any additional information, amend any details, or if you think we’ve made a mistake, you can appeal our decision by accessing your Delay Repay account. You can alternatively follow the link in the email we send you. Once received we’ll look at your claim again and will get back to you as soon as we can.
If your question isn’t covered, visit our FAQs page or get in touch with our team. *Companies who still operate the Delay Repay 30 scheme, based on delays of 30 minutes or more, include: LNER, London Overground, Merseryrail, ScotRail (controlled by Transport for Scotland) and TfL Rail.
Chiltern Railways offer compensation based on their Passenger’s Charter commitments.