Unused ticket refunds

For a temporary period during the Coronavirus outbreak, we have made it as easy as possible for you to rearrange your travel plans. For more information click here.

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

Even if you travelled with another train company, we will deal with your refund if you bought your ticket from us.

For Anytime, Off-Peak and Super Off-Peak tickets you should apply for a refund through your GWR online account. If you have already collected your tickets, or these were posted to you directly, you’ll need to complete your request here.

If you’ve got an Advance ticket, and couldn’t travel due to delays or cancellation, you’ll need to complete your request here.

At a GWR station, or over the phone

In line with the government advice to only travel to work if essential, we’re closing our Contact Centre. If you need to get in touch, send us an email.
Even if you travelled with another train company, we will deal with your refund if you bought your ticket from us.

If you bought your ticket from our sales team or at a station, you’ll need to complete your request here.

From someone else

If you bought your tickets from another train company, or travel agent, you’ll need to get in touch with them directly.

Ticket machine price guarantee

In the unlikely event that you buy a ticket from one of our self-service machines, and then find a cheaper one for the identical journey, you could be entitled to a refund for the difference.

To get in touch, please use our online contact form.

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

Ticket types

From Off-peak to Anytime, discover our range of ticket types.

Find out more

Travel Updates