Please Note – Our system is still in development so please contact the train operators directly to make a claim until we are ready, thank you


Train Operating Company – GWR

First Great Western has changed it’s name to GWR

First Great Western Refund Information: If your journey is delayed by more than one hour, First Great Western will compensate the full value, in National Rail travel vouchers, of the part of the journey that was delayed, ie 50% of the cost of a return, and 100% of a single ticket.

If you are delayed for more than two hours, we will compensate the full cost of your ticket. If you hold a Weekly Season Ticket, we will base your compensation on the daily value of your ticket. Compensation will not be available for disruption resulting from events beyond the control of the rail industry, including trespass, vandalism, severe weather conditions and security alerts.

On-Line Forms & Links

Download Refund Form

Go To First Great Western Website Claim Page

If you need assistance claiming then please contact us

Please Note: We are not affiliated with Any Train Operating Companies in any way, this information is supplied in good will to enable you to be better informed on how, when and where to make a Delay Repay compensation claim.



Derek Hobbs · October 24, 2015 at 2:54 pm

Your links dont work. Please send a pdf claims form to the email address above.

Sally Derham-Reid · November 16, 2015 at 11:42 am

I was due to catch the 12.06 to Looe on Friday 13th November . Due to a fatality at Slough all trains were delayed.

I was instructed to take the 1.06 to Plymouth and change for Liskeard and then get a taxi from Liskeard to Looe.

I bought a 1st Class ticket at a cost of £174.25 ( with Snr discount) however on the 1.06 train – a) I had to change and b) 1st class was non operational and standard class ticket holders were in 1st class.

Please let me know what my best course of action is.

    Kevin Upstill · November 17, 2015 at 6:53 am

    Hello Sally
    The advice sounds ludicrous, taxi from Liskeard to Looe! I would get in touch directly with GWR customer care at 0345 7000 125 ,explain what has happened, open a case before filling in a form.

    More details on getting a claim is here

    I would look for a full refund if possible as you did not get the service you paid for, please let us know the outcome.

Sarah · November 17, 2015 at 8:54 am

Hi, I have an annual travelcard zone 1-6 from West Drayton to Paddington. Am I entitled to money off my next season ticket due to the large volume of delays and if so how can I claim? I just called the helpline who said I am not entitled as I have used my travelcard for more than ten and a half months… but surely the point of an annual railcard is that I use it for a year?

    Kevin Upstill · November 18, 2015 at 6:45 am

    Hi Sarah
    It sounds like customer services thought you wanted a refund on the unused months left on your season ticket, which over a certain time they do not issue. Compensation for season tickets is based on punctuality and reliability targets for the previous year and a discount will be applied when you renew you season ticket, that’s when you get your compensation.

    GWR performance figures can be found here

    Further Information from GWR

    Hope that helps

Sarah · November 17, 2015 at 12:39 pm

I am not sure why you deleted my previous comment without responding.

    Kevin Upstill · November 18, 2015 at 6:47 am

    I’m not sure I have deleted your comments!

Angela · February 23, 2017 at 9:23 pm

Neither refund options work on the page or in your response to a similar comment above – How shall I apply for a refund for my 17:50 train from Bromsgrove to Bristol Temple Meads (change Cheltnam Spa) meant to arrive 19:06, delayed by almost 3 hours?

    Kevin Upstill · February 28, 2017 at 5:42 pm

    Please note from the massage on the website that we are not the ones that refund you, you need to go to GWR direct Link Here for refund
    I tested the links and they work for me, hope that helps

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