Refund Claim Form

If you have an ANYTIME, OFF-PEAK, SUPER OFF-PEAK or SEASON TICKET we can provide refunds on these tickets if for any reason you didn't or are now unable to travel. There will be no refund fee applied to Anytime, Off-Peak or Super Off-Peak tickets. Refunds on Season Tickets can be backdated for up to 56 days from the date you claim or the last date of use, whichever is the later.

For ADVANCE tickets purchased before 07.00 on 23rd March for travel BEFORE 07.00 ON 23RD March then then normal refund rules apply, although all refund fees are waived. For tickets for travel after 07.00 on 23rd March (when a new reduced timetable was introduced) then a full refund can be claimed with no refund fee applied. For tickets purchased AFTER 07.00 on 23rd March then normal refund rules apply, although all refund fees are waived.

We are currently receiving a high volume of requests and will process your refund request as soon as we can.

Information about our current processing times and further guidance about refunds can be found on the GWR website.

If you have an eticket, Smartcard ticket or a print at home ticket please select no from the drop down below.

Once you have submitted your refund claim, please send your ticket(s) to us at FREEPOST GWR REFUNDS, if it is safe for you to do so.

Alternatively, for a limited time, we can process ticket refunds with just an image of your paper ticket. Please follow the instructions below and email your ticket image to us at

  1. Please cut your paper ticket in half from top to bottom.
  2. Take a photograph of the ticket on a plain background with the two pieces of the ticket clearly apart.
  3. Please ensure the details on both halves of the ticket are readable.
  4. It is only necessary to send an image of your actual travel ticket(s), we do not need to see your seat reservation or collection receipt coupons.
  5. If you have tickets for different journeys please submit separate refund requests and also send us a separate email with the ticket images. Where there is more than one traveller then all the tickets for the journey should be included in the same claim.
  6. Your Refund Claim Number MUST also be included in the subject line of the email, this will be provided to you once you have submitted your claim.
  7. Your refund may be rejected if these steps are not followed.

Please provide the Booking Reference which was given to you when you made your original booking.

Your details

Fields marked with an asterisk (*) are compulsory.

Whilst it is our intention to facilitate your claim as quickly and as smoothly as possible we must inform you that as a matter of course we conduct anti-fraud checks on ticket refund claims. It is an offence under section 2 of the Fraud Act 2006 to falsely represent a fact with the intention of receiving a gain for yourself or another. GWR holds the right to protect its revenue from fraudulent activity and will pursue any identified fraudulent refunds claims through the criminal justice system.

Please click on the "Submit Refund Claim Form Now" button below so we can start processing your claim.