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.

First Group helping young children with their mental health

Length of delay

Compensation

Single tickets
Return tickets
Weekly tickets

(% of the return journey cost) *

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%
*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?
  • What proof of purchase do I need to submit?
  • I travelled with a group, do I need to claim for each ticket separately?
  • How will I be paid?
  • Can I claim compensation for other travel problems/additional losses?
  • Why was my claim rejected?
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.