We continue to work closely with Government and public health agencies in response to the current Coronavirus situation and are continuing to run train services. Please follow Government advice and only travel if your journey is essential.
If you are travelling, please follow and maintain social distancing guidelines with fellow passengers, railway staff and the British Transport Police, especially when reporting issues.
Amended train services
An amended timetable is in operation from Monday 23 March. More information can be found here.
We’ve also made a few other changes to the service we provide
we’re encouraging customers to pay by contactless or card instead of cash
there are no refreshments being served on board any of our train services
Pullman dining is no longer available on board our trains until further notice
the First Class lounges at Paddington and Cardiff, and the Night Riviera Sleeper lounges in Truro and Penzance, are closed until further notice
If you decide not to travel and have an unused Advance, Off-Peak or Anytime ticket, you can get a full refund with no admin fee. If you bought your ticket from us, you can visit a ticket office or claim your refund online here (Please don’t visit a station ticket office).
If you’re not going to use all of your season ticket, we can give you a refund from the date you last travelled, (but no earlier than 17 March 2020, in line with the government announcement to work from home whenever possible made on 16 March 2020). Information for Season Ticket Holders is available here.
If you bought your tickets from another retailer you will need to contact them directly to arrange your refund. We are unable to process a refund for a ticket that wasn’t bought from GWR directly.
If you still want to travel, Advance Purchase tickets can automatically be used on any alternative service on the same day, the day before, or day after the date you originally booked for. Just show your ticket as normal.
You can also change your Advance Single fare ticket to a date in the future with no admin fee. Just visit a ticket office or contact our Customer Services team.
We are doing all we can to make our trains, and stations as safe as possible for our customers and staff. The current government advice is to only travel if it is essential to do so, and that those that can work from home, should.
Yes, our team are committed to providing help for those that need it when travelling. Please use our online form to contact our Passenger Assist team directly.
Getting in touch
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, you can send us an email, or you can direct message via Facebook or Twitter.