plan ahead, book in advance and reserve a seat where you can and download your ticket to a mobile device or smart ticket where you can
try not to travel when it’s busy
to help with social distancing on our train services where seats can be reserved, we’ve reduced the number of spaces available. Once a train reaches its seating capacity our systems will not allow bookings to be made. And, we won’t be able to guarantee you’ll be able to board
This will reduce contact with other people and help with social distancing at stations. If you travel between Reading and London Paddington, use Contactless pay as you go (though we will still accept cash at our ticket offices and ticket machines).
Make a reservation
We’re limiting the number of spaces available on our trains. So, reserve a space where you can. We’ll confirm the service you’re on but won’t give you a seat number. This will enable customers to spread themselves out once on board.
Allow more time for your journey
You might be asked to use a one-way system at some stations. And, please follow social distancing advice, including on platforms, lifts, escalators and trains, and in our toilets.
You must wear a face-covering when you travel on our trains. You'll also need to wear one when you are inside stations in England, and we strongly recommend you do the same when in Wales.
We have extra signs, queuing systems, and barriers at our stations. There might also be one-way systems, as well as limits on the number of people allowed in any enclosed space. Please follow any instructions from staff.
Ticket offices and ticket machines
Our ticket offices are still open as normal during the week. However, we have reduced the number of ticket windows and ticket machines to enable social distancing.
We would prefer contactless payment, but we are still able to accept cash.
Our toilets and baby changing facilities are still open in most stations, though we may limit the number of people who can use them. Some of our waiting rooms may be closed, including our First Class lounges at London Paddington and Cardiff Central.
Using our ticket gates
Our ticket gates are still in use, as they help us understand the number of people who use our trains. You might see some blocked out and our staff behind a screen to help with social distancing.
Use the full length of our platforms. At many of our stations, the information screens and the platform zone markings show where the carriages will stop and how long the train is. Look out for signs on the outside of trains showing you where to board.
Talking to our staff
We’ve increased the number of staff available at our stations to guide you and answer your questions. Please remember to keep your distance if you need to talk to them.
At some stations, car parking spaces may be reduced to help with social distancing.
If you can, please stay in your vehicle while you drop off and pick up passengers.
Missing your train
In the unlikely event that you can’t board the last train of the day due to social distancing requirements, find a member of staff. If no-one is available, look for one of our station help points to get in touch with us. Our social media team are also available @GWRHelp.