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Delay Repay

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.

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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
Compensation
Single tickets
Return tickets
Season tickets
(% cost of a journey)*
15 - 29 minutes
25%
12.5%
25%
30 - 59 minutes
50%
25%
50%
60 - 119 minutes
100%
50%
100%
Over 120 minutes
100%
100%
200%

*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

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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:

*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)
Period 1
01/04/23 to 29/04/23
85,183 83% £1,870,394 2.2
Period 2
30/04/23 to 27/05/23
68,953 83% £1,291,960 2.3
Period 3
28/05/23 to 24/06/23
90,284 84% £1,778,008 2.2
Period 4
25/06/23 to 22/07/23
87,494 83% £1,812,712 2.1
Period 5
23/07/23 to 19/08/23
104,113 84% £1,910,364 2.1
Period 6
20/08/23 to 16/09/23
120,950 83% £2,438,035 2.4
Period 7
17/09/23 to 14/10/23
83,464 83% £1,673,901 2.2
Period 8
15/10/23 to 11/11/23
116,717 87% £2,477,336 2.1
Period 9
12/11/23 to 09/12/23
168,005 84% £2,620,107 2.2
Period 10
10/12/23 to 06/01/24
170,980 90% £3,486,969 3.0
Period 11
07/01/24 to 03/02/24
115,447 89% £2,925,323 2.6

Delay Repay performance in previous years

Frequently asked questions

To find out more, visit our frequently asked questions.