If you arrive more than 15 minutes late because your GWR train was delayed or cancelled, and you hold a single, return or season ticket, you can claim compensation.




How it works

How much you get will depend on the type of ticket you have and how late you arrived at your destination.


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:
  • weekly ticket: 1/5 of the ticket price
  • monthly ticket: 1/20 of the ticket price
  • annual ticket: 1/232 of the ticket price
If you have a flexible, carnet, or rover, ticket, we divide the price you paid for your ticket 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, or voucher.

Or, you can donate your compensation to our chosen charity, Action for Children

Delay Repay Calculator




How to claim

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 you 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?
To find out more, visit our FAQs page or get in touch with our team.