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 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
  • flexi season ticket: 1/8 of the price
  • monthly ticket: 1/20 of the ticket price
  • annual ticket: 1/232 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.

Automatic 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.

  • Advance tickets
  • Pay-as-you-go (PAYG) in the Bristol area
  • Weekly, monthly, annual and flexi season tickets

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 36,646 82% £360,398 2.7
Period 2 27,788 84% £429,090 2.3
Period 3 44,961 84% £655,601 2.5
Period 4 63,174 82% £509,143 3.1
Period 5 74,256 88% £1,085,510 3.9
Period 6 45,934 84% £644,215 4.2
Period 7 61,845 84% £906,700 3.1
Period 8 53,657 84% £590,627 2.7

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 frequently asked questions.