Delay repay launches 1 April 2019

On Monday 1 April 2019, we’ll be changing the way we compensate you for your train delays – making it quicker and more convenient, as well as compensating you for more delays.

What is delay repay?

If you're delayed by more than 15 minutes when travelling with GWR train on a single, return or weekly ticket, you will be able to claim compensation.

How much money can I claim back?

Delays are calculated against the planned, advertised timetable so compensation is not usually offered during periods of pre-planned engineering works and when replacement bus services are used.

Length of delay
Compensation
15 to 29 minutes
25% of your single ticket cost or 12.5% of your return ticket cost
30 to 59 minutes
50% of the cost of your one way ticket or 25% of your return ticket cost
60 to 119 minutes
100% of the cost of your one way ticket or 50% of the cost of your return ticket
120 minutes or longer
100% of the cost of your ticket whether single or return

When can I claim back?

Please check back soon for further updates. Once live, you will need to apply for compensation within 28 days of your delayed journey.

Delay compensation

Delay and compensation claims until 31 March 2019.

Season ticket compensation

If you have a season ticket valid for a month or longer, getting delay compensation is a different process.