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.
How Delay Repay works
How much you get will depend on the type of ticket you have and how late you arrived at your destination.
|Pay out rates|
|Length of delay
(% cost of a journey)*
|15 - 29 minutes
|30 - 59 minutes
|60 - 119 minutes
|Over 120 minutes
*How we work out the cost of a journey:
- weekly ticket: 1/10 of the ticket price
- flexi season ticket: 1/16 of the price
- monthly ticket: 1/40 of the ticket price
- annual ticket: 1/464 of the ticket price
If you have a carnet or rover ticket, we divide the price you paid by the number of days it is valid for to give a daily return rate.
Delay Repay calculator
See how much you could claim back with Delay Repay. We can pay by bank transfer, debit/credit card, cheque, voucher, or donation to charity.
Delay Repay Calculator
How to claim Delay Repay
We need to receive your claim within 28 days of your delay. Make sure you include a clear copy of your ticket or Smartcard:
- the quickest and easiest way is to claim online
- download Delay Repay paper form (PDF, 491 KB)*
- or pick up a form from any of our staffed stations*
*we can only pay by cheque, voucher, or charity donation for paper claims.
Automated 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, then we can tell you when you are delayed and owed compensation.
Delay Repay performance
|Period||Volume of claims received||% of claims approved||Total value of compensation paid per period||Average time for a claim to be processed (days)|
01/04/23 to 29/04/23
30/04/23 to 27/05/23
28/05/23 to 24/06/23
25/06/23 to 22/07/23
23/07/23 to 19/08/23
20/08/23 to 16/09/23
17/09/23 to 14/10/23
15/10/23 to 11/11/23