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We advise you check your journey before traveling with us today
There is a good service across our network
We advise you check your journey before traveling with us today
There is a good service across our network
Use cursor keys to navigate through tabs
Use cursor keys to navigate through tabs
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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 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 |
Compensation | |||||
Single tickets |
Return tickets |
Season tickets (% cost of a return journey)* |
||||
15 - 29 minutes |
25% |
12.5% |
12.5% |
|||
30 - 59 minutes |
50% |
25% |
25% |
|||
60 - 119 minutes |
100% |
50% |
50% |
|||
Over 120 minutes |
100% |
100% |
100% |
*How we work out the cost of a return journey:
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.
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
We need to receive your claim within 28 days of your delay. Make sure you include a clear copy of your ticket or Smartcard:
*we can only pay by cheque, voucher, or charity donation for paper claims.
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.
You can opt in to receiving Automatic Delay Repay notifications if you have an Advance ticket bought from GWR.com.
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.
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.
When you tap in and out using your season ticket on a GWR smartcard (purchased on GWR.com), 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.
Period | Volume of claims received | % of claims approved | Total value of compensation paid per period | Average time for a claim to be processed (days) |
---|---|---|---|---|
Period 1 01/04/22 to 30/04/22 |
36,646 | 82% | £751,530 | 2.7 |
Period 2 01/05/22 to 28/05/22 |
27,788 | 84% | £539,818 | 2.3 |
Period 3 29/05/22 to 25/06/22 |
44,961 | 84% | £949,729 | 2.5 |
Period 4 26/06/22 to 23/07/22 |
63,174 | 82% | £1,191,485 | 3.1 |
Period 5 24/07/22 to 20/08/22 |
74,256 | 88% | £1,085,510 | 3.9 |
Period 6 21/08/22 to 17/09/22 |
45,934 | 84% | £1,411,612 | 4.2 |
Period 7 18/09/22 to 15/10/22 |
61,845 | 84% | £1,677,819 | 3.1 |
Period 8 16/10/22 to 12/11/22 |
53,657 | 84% | £913,933 | 2.7 |
Period 9 13/11/22 to 10/12/22 |
83,892 | 83% | £1,238,993 | 2.6 |
Period 10 11/12/22 to 07/01/23 |
64,133 | 86% | £1,425,445 | 3.6 |
Period 11 08/01/23 to 04/02/23 |
72,126 | 85% | £1,421,369 | 3.6 |
Period 12 05/02/23 to 04/03/23 |
56,190 | 82% | £992,458 | 2.8 |
This will depend on your ticket.
Paper ticketYour 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
Proof of purchase provided is not acceptable
We couldn’t identify the journey details, ticket type, amount paid, and ticket number (for paper tickets)We were unable to find a delay of 15 minutes or more
The delay occurred with a different train operator
We can only deal with claims which were initially caused by GWR. If we find that the delay was caused by a different train company, we will pass the claim to them and let you know.We offer compensation to a maximum of a full day’s travel (pro-rata)
You can’t 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.An error has occured during Logging out. Please try again. If it repeats session will be terminated itself after 45 minutes of inactivities.