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 2 days. Refunds of tickets originally bought at a station may take longer.
If you no longer need your ticket
Season ticket refunds may be backdated by up to 56 days from the date they are returned (if not used in that period). A further backdated refund may be available for those with evidence of sickness that pre-dates the 56 days. The same terms also apply for Car Park and PlusBus season tickets.
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. Because annual tickets offer significant savings compared to paying weekly or monthly, if you have used your ticket for 10 months and 13 days or more, there will be no refund available.
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.