The COVID-19 lockdown led to an unprecedented volume of refund requests being received. We are working through each request as quickly as we can. This is taking longer than it normally would, and we are grateful for your patience during this challenging time.
Our average time to process a refund is currently 29 days.
If you no longer need your ticket
If you don’t use all of your season ticket, we can normally give you a refund from the date you hand it back. During the Coronavirus outbreak you will be able to backdate your refund claim to the last date you travelled, but no earlier than Tuesday 17 March 2020. This is in line with the government announcement to work from home whenever possible, made on Monday 16 March 2020.
We work out your refund based on the difference between the price you paid and the cost of a ticket for the time you actually used it. However, because annual tickets offer significant savings compared to paying weekly or monthly, we calculate the refundable value over 40 weeks instead of 52, so you might find there’s only a small amount, or nothing, to refund when you return it to us.
If you can’t use your season ticket for 4 weeks or more because of illness or injury, you can apply for a discretionary partial refund.
Let us know as soon as you can – send in a copy of your season ticket, documentation of your illness like a medical certificate, and a covering letter to our team at:
Freepost GWR CUSTOMER SUPPORT
Note: You must not seek to recover the same money twice. However, claiming compensation using our reclaims process does not affect any additional statutory rights you may have, for example under the Consumer Rights Act 2015 where we as a company are at fault.