or pick up a form from any of our staffed stations*
*we can only pay by cheque, voucher, or charity donation for paper claims.
Frequently asked questions
What information do I have to provide?
To handle your Delay Repay claim we'll need:
your contact details
a copy of your ticket or proof of purchase
details of your journey, along with the origin and destination station, scheduled departure time, and how late you arrived at your final destination
We’ll also need to know how you would like to be paid (bank transfer, debit/credit card, cheque, voucher, or donation to charity)
What proof of purchase do I need to submit?
This will depend on your ticket.
Paper ticket An image or scan of your paper ticket. If you no longer have your ticket, we will accept a receipt so long as we can identify the journey details, ticket type, the price you paid, and the ticket number
GWR Touch Smartcard An image or scan of your smartcard, as long as we can see the unique reference number
eTicket A screenshot of your eTicket or a scan of your booking receipt, showing your booking reference, journey details and price you paid
Oyster card A copy of your 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 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 know that it’s not always possible, or practical, to claim individually. For example, when you’ve travelled with children. Our online form lets you submit a claim for up to 5 people in one go.
Just select ‘Multiple Passengers’ and enter the total cost of all your tickets. And, when you send us copies of your tickets, make sure they’re all on one scan or image.
How will I be paid?
We can pay by bank transfer, debit/credit card, cheque, or voucher*.
Claims can be declined for many reasons. We’ll explain this when we reply. Delay Repay can only deal with claims for delayed journeys. If you would like to claim for any other reason, please get in touch.
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
you gave us details of the train you travelled on, rather than the one you planned to board
there were planned engineering works in place which meant that the timetable was amended. Compensation is not usually offered during planned engineering
the date of the journey was incorrectly entered
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
when you claim on behalf of others as well as yourself, you will need to select the ‘Multiple Passengers’ option and enter the total cost of all your tickets. When you send us copies of your tickets, make sure they’re all on one scan or image
If you have more information to give us, need to change any details, or think we’ve made a mistake, you can appeal. Log in to your Delay Repay account or click on the link in the email we send you. We’ll look at your claim again and get back to you as soon as we can.