1.
Upload the proof
Upload or forward the Great Western Railway ticket from the journey that already went wrong.
Delayed on a
GWR train?
You may be due compensation. Let us handle the claim work for you.
Quick heads-up...
GWR Delay Repay can apply from 15 minutes late. Cancellations can count too, if they delay your completed Great Western Railway journey by 15 minutes or more.
The catch
The claim still wants
every detail
Great Western Railway sends manual claims through its Delay Repay portal. That means finding the journey details, proving the ticket or Smartcard, choosing payment, and getting everything in before the 28-day deadline. The manual route looks like this:
- Check that a GWR train delay or cancellation made you arrive at your destination 15 minutes or more late. If you travelled later after a cancellation, use your final arrival delay.
- Submit the claim within 28 days of the delayed journey, before the deadline quietly shuts the door.
- Go to the official GWR Delay Repay portal, then register or sign in to a GWR Delay Repay account. It is separate from the GWR.com account used to buy tickets.
- Enter the journey date, scheduled train or departure time, origin, destination, arrival delay, and a clear copy of the ticket or Smartcard evidence.
- Make sure the claim is going to Great Western Railway, choose your payment method, and check the details carefully because weak evidence can hold everything up.
- If you are eligible for GWR Automated Delay Repay, watch for the notification. If one does not arrive, or your ticket type is not covered, submit the manual claim instead.
- If you did not travel because of the disruption, do not use Delay Repay for that. GWR points passengers to the original retailer for unused-ticket refunds.
Check before you send
The GWR rules worth knowing
Evidence
Have your GWR journey details ready: date, scheduled train or departure time, origin, destination, delay length, and a clear copy of the ticket or Smartcard. Season-ticket and contactless/PAYG users may also need photocard, smartcard or journey-statement proof.
Trainline or another retailer
Bought through Trainline, a workplace booking tool, or another retailer? For a completed journey delayed by GWR, the Delay Repay claim normally goes to GWR. If you did not travel or abandoned the trip, ask the retailer for a refund instead.
Season tickets
GWR season-ticket claims start from a calculated journey value. Use: Weekly: ticket price divided by 10, Flexi Season: ticket price divided by 16, Monthly: ticket price divided by 40, Quarterly: ticket price divided by 120, Annual: ticket price divided by 464. Carnet or rover products are divided by their valid days to produce a daily return rate.
Automated Delay Repay
Some GWR passengers may get Automated Delay Repay notifications, including eligible GWR.com Advance-ticket buyers and certain GWR smartcard PAYG or tapped smartcard season-ticket users. If no notification arrives, make a manual claim within 28 days.
Rejections and appeals
Common GWR rejection risks include late claims, weak ticket proof, the wrong operator, no 15-minute delay match, an invalid ticket, a duplicate claim, or using Delay Repay when the right route is a refund. Check the journey, evidence and operator before appealing.
Payment choices
GWR payment choices found are bank transfer, debit or credit card, cheque, voucher, or charity donation to its chosen charity partners.
Official sources: GWR Delay Repay, GWR Passenger's Charter, GWR Automated Delay Repay, and National Rail compensation guidance.
Then Railed
We pick up the claim
less form-filling, same refund
When GWR pays the claim, the compensation comes back to you after our 10% fee.
No digging through the portal again. No turning one delayed journey into another admin job.
Send the journey. We'll chase it
Sign up, share the delayed GWR trip, and we will take the claim from there.
2.
We match the delay
We compare the trip with GWR's Delay Repay rules and confirm whether it qualifies.
3.
Money lands
We run the train refund claim so the form does not take another chunk of your day.
Bottom line
Late on GWR? Claim it
If GWR got you to your destination 15 minutes or more late, you could be due UK train delay compensation. That includes journeys such as Paddington to Bristol, Oxford, Exeter, Cardiff, Reading, Plymouth, Penzance or Newquay when GWR caused the delay.
What could GWR owe me?
GWR calculates Delay Repay as a percentage of the relevant ticket or journey cost, based on how late you arrived and whether you used a single, return, or season ticket.
GWR rates:
| Delay | Single | Return | Season |
|---|---|---|---|
| 15-29 mins | 25% | 12.5% | 25% |
| 30-59 mins | 50% | 25% | 50% |
| 60-119 mins | 100% | 50% | 100% |
| 120+ mins | 100% | 100% | 200% |
GWR-specific rules:
- You can claim when a GWR train delay or cancellation makes your completed journey arrive 15 minutes or more late.
- The delay is measured at your destination, not just by how late one service left a station.
- If you did not travel because the train was delayed or cancelled, ask the original retailer for a refund instead.
- GWR must receive the Delay Repay claim within 28 days of the delayed journey.
- Season ticket compensation uses a calculated journey value, not the full season-ticket price.
- Manual claims still matter because GWR Automated Delay Repay only covers selected ticket and smartcard journeys.
Put the claim on our plate
Start here and let us deal with the GWR Delay Repay admin from the journey that already dragged on.
GWR questions
GWR Delay Repay
Does GWR Delay Repay start at 15 minutes or 30 minutes?
GWR Delay Repay starts at 15 minutes. If your Great Western Railway journey arrives at your destination 15 minutes or more late because a GWR train was delayed or cancelled, you may be able to claim.
Can I claim GWR Delay Repay for a cancelled train?
Yes, if the cancellation meant your completed GWR journey arrived 15 minutes or more late. If you did not travel at all because of the cancellation, the correct route is usually a refund from the original retailer.
How long do I have to claim GWR Delay Repay?
GWR says Delay Repay claims must be received within 28 days of the delayed journey. Claims sent after that window are likely to be rejected, even when the delay itself would have qualified.
Do I claim from GWR if I bought through Trainline or another retailer?
For a completed journey delayed by GWR, the compensation claim normally goes to Great Western Railway, even if you bought the ticket from Trainline, a workplace booking tool or another retailer. Use the retailer route for journeys you did not make.
Does GWR offer Automated Delay Repay?
Yes. GWR offers Automated Delay Repay notifications for some eligible GWR.com Advance-ticket buyers, GWR smartcard pay-as-you-go users, and tapped smartcard season-ticket journeys. It is not universal, so claim manually if no notification arrives.
What do I need for a GWR Delay Repay claim?
Have the journey date, scheduled train or departure time, origin, destination, delay details, and a clear copy of your ticket or Smartcard. Season-ticket, smartcard and contactless users may need extra proof such as photocard details or journey history.