How to apply

Refunds work differently depending on the type of ticket and where you bought it. If you choose not to travel you can apply for a refund up to 28 days after the ticket’s expiry.

We charge a £10 admin fee for every application made - this will be waived if your train is delayed or cancelled and you decide not to travel.

If you travelled but were delayed, visit our compensation page and if you didn’t buy your ticket from GWR you will have to contact the original retailer to arrange your refund.

Anytime, Off-Peak and Super Off-Peak tickets

You can claim a refund for any reason if you didn’t travel by completing our refund claim form here.

We are currently processing refunds within 5 days of receipt. Refunds of tickets originally purchased at stations may take longer.

Advance tickets

Advance tickets are non-refundable, but you can still apply for a refund if your train is delayed or cancelled and you’re unable to complete your journey as planned.

Season tickets

Any refund you are entitled to is calculated from the date the ticket is returned to us. If you’d like a refund on a season ticket visit our season ticket refunds page.


For further information and advice on how refunds are calculated please see the National Rail website here.

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.

For more information on the Consumer Rights Act and how it applies to the railway industry please see the FAQ produced by National Rail, which also contains a link to the National Rail Conditions of Travel: http://www.nationalrail.co.uk/CRA_Customer_FAQs_2018.pdf