When travelling with us, please remember that it was announced on 4th June that a face covering MUST be worn when using public transport from Monday 15th June. We strongly recommend that you also wear a face covering in and around the station.
Some people may not be able to wear a face covering safely. For example, children under 11, people with breathing difficulties, or those whose disabilities make it difficult for them to wear one.
We also suggest that you plan ahead, book in advance, and download your ticket to a mobile device or smart ticket where you can.
Try to not travel when it’s busy. Our quieter times are normally between 10:00 – 15:00, and after 19:00.
To help with social distancing, we’ve reduced the number of spaces available on our trains. Book your ticket in advance and reserve a space on your preferred train if possible – otherwise, we can’t guarantee you’ll be able to board.
Once a train reaches its seating capacity, we will remove it from our booking systems.
stay safe – bring and wear a face covering and carry hand sanitiser with you. Face coverings must be worn when travelling with us in England, and strongly recommended across all of our route, including in Wales
travel Smart - Buy your tickets online or on the GWR app before you travel, go paperless with a mobile e-ticket or touch smartcard. This will help reduce unnecessary contact with other people and help with social distancing at stations. If you’re travelling 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'll be limiting the number of spaces available on each service, so reserve a space in advance where possible. You will be given details of the train you’re booked on, but not a specific seat number. This is to enable customers to spread themselves out throughout the train to follow social distancing guidelines
allow more time for your journey – you might be asked to follow a one-way system at certain stations, and follow social distancing guidelines wherever possible, including platforms, lifts, escalators, toilets and on trains
travel off-peak - plan your journey so you can avoid peak travel times, when the trains will be busier. Travelling between 10:00 - 15:00 and after 19:00 on weekdays will give you a better chance of a quieter journey
check your journey – there may be changes to the timetable as we work to increase our services, so check your journey before you travel
Passenger Assist – we continue to provide assisted travel to those who need it to complete their journey. Book this in advance if you can, as this will mean we can be prepared to help you and you’ll spend less time waiting at stations. Our staff will talk to you to understand your needs, try to maintain their distance as much as possible, and limit the time they are in contact with you. They will also follow strict hygiene procedures
bikes – we have limited bike spaces on our trains, so make a reservation for your bike or leave it securely at our stations. Bikes cannot be stored in vestibules or aisles on our trains for your safety
face coverings – please wear a face covering at our stations and when travelling with us in England, and we strongly recommend the use of face coverings across all other parts of our route
social distancing – we have extra signage, floor markings, queuing systems and physical barriers installed at our stations. There might be one-way systems for entrances and exits, as well as limits on the number of people allowed in any enclosed space. Please follow signs and instructions from staff – these are for the safety of all our customers and our staff
ticket offices and ticket machines - our ticket offices remain open at normal operating hours throughout the week, however we have reduced the number of ticket windows and ticket machines to enable social distancing. If you need to visit a ticket office, you can find out information about opening hours by entering the station name at our stations and routes page
station facilities – toilets and baby changing facilities remain open in most stations, though there may be restrictions on the number of people who can be in the facility at any one time. Some of our waiting rooms may be closed, and our First Class lounges at London Paddington and Cardiff remain closed, as do our Night Riviera Sleeper lounges at Truro and Penzance
using our ticket barriers – our ticket barriers continue to be in operation, as this helps us understand the number of people using our services. You might see some blocked out and our staff behind a screen to help with social distancing
platforms – use the full length of our platforms and spread yourselves out. On many of our stations, the information screens and the platform zoning markings will indicate where the carriages will stop and how long the train is. Wait for customers to get off the train before boarding
talking to our staff – our staff are still on hand to help you. We’ve increased the number of staff available at our stations to guide you and answer your questions. Please maintain your distance from them for their safety and yours
car parks – save time and reduce contact with others by buying your car parking ticket on your mobile using APCOA Connect. At some stations, car parking spaces might be blocked off to help with social distancing
drop offs and pick ups –please stay in your vehicle while dropping off and picking up passengers if possible
in the unlikely event that you are unable to board the last service of the day due to social distancing requirements, please speak to a member of our team at the station. If you cannot find a member of staff, please use a customer help points at the station for assistance. Our social media team are also available @GWRHelp.
stay safe – wear a face covering for the duration of your journey (including at stations), carry and use hand sanitiser and wash your hands frequently
social distancing – we will be operating a one-way system for boarding and alighting our trains soon, with clearly marked doors for entry and exit. Try and sit by the window and leave enough space between yourself and other passengers to enable social distancing. Avoid sitting directly behind or in front of other passengers
reduce contact – walk along the outside of the train rather than through the aisles, and minimise movement when you’re on the train. Use all available carriages
food and drink – we don’t have any catering on our trains, so please bring your own refreshments if you need them on your journey
Pullman dining – our Pullman dining service is not available until further notice
litter – take all your litter away with you for safe disposal at the end of your journey, including used face masks
busy trains – if the train you want is too full to safely board, wait for the next service if possible. You can find details of our timetable using our online journey planner
keep vestibules clear – avoid congregating by doors and in vestibules, and store your luggage and bikes safely in the designated areas