Unused ticket refunds

If you travelled, but were delayed, visit our compensation page

  • if the GWR train you planned to catch was cancelled or delayed, and you didn’t travel, you can claim a full refund
  • if you decided not to travel for any other reason, we will charge a £10 admin fee for every application made
  • special refund arrangements and charges apply for sleeper bookings. For more information please click here
To help us deal with your enquiry within 28 days, please make sure you post your refund application to: Freepost GWR REFUNDS

If you send your application to any other GWR address, it will take us at least 20 working days to reply.

How to apply

Refunds work differently depending on the type of ticket and where you bought it. You must claim your refund within 28 days of the ticket’s expiry date.

Anytime, Off-Peak and Super Off-Peak tickets

You can claim a refund for any reason if you didn’t travel. 

Advance tickets

You can only claim a refund if you couldn’t travel due to a delay or cancellation.

  • GWR website or mobile app
  • At a GWR station, or over the phone
  • From someone else
  • Ticket machine price guarantee

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