Refund Claim Form

If you bought an ANYTIME, OFF-PEAK, SUPER OFF-PEAK or SEASON TICKET from us, we can provide refunds on these tickets if for any reason you didn't, or are now unable to, travel. A £10 fee applies to all claims.

Refunds on Season Tickets are calculated from the date the ticket is surrendered to us.

ADVANCE tickets are usually non-refundable. In some cases they can be exchanged for travel on the same route but at a different time and/or date; or refunded in the cases of illness or medical reasons. You can also apply for refund if your train is delayed or cancelled and you are unable to complete your journey as planned.

Special arrangements for tickets during Covid-19

Christmas Travel

If you booked Tickets for travel between 23-27 December (inclusive) these can now be refunded in full, provided they were bought on or after the 24 November 2020 and up to and including Saturday 19 December. This applies to all ticket types. Please select “COVID” as the reason for your refund claim.

If you bought your ticket before 24 November or after 19 December normal refund rules apply.

National Lockdown 2021

If you purchased an ANYTIME, OFF-PEAK or SUPER OFF-PEAK ticket before 5th January 2021, then you can get a refund on this ticket and £10 refund admin fee will apply. Alternatively you can change your ticket for travel at another date/time and the normal change of journey admin fee will be waived.

If you bought an ADVANCE ticket before 5th January, you can change your ticket for an alternative date/train and the normal admin fee will be waived. Please select “Change of Journey – new journey booked” as the reason for your refund claim when you complete this form and provide us with the details of your new booking.

If you are now unable to travel, but due to any uncertainty around the local measures you are currently unable to book another journey, the normal refund fee will be waived and you will receive vouchers to the value of the original ticket cost. Please select “COVID” as the reason for your refund claim.

If you purchased any ticket on or after 5th January 2021 then normal refund rules apply.

If you bought your ticket from another retailer, you'll need to get in touch with them directly for advice on changes and refunds.

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

Refund details

If you have a ticket(s) which you have NOT yet collected from a station or station ticket machine then please select “NO” from the drop down below. If you have your tickets including an e-ticket or print at home ticket then please select YES.

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.

Important information

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.

If you have a Paper Ticket and you apply for a refund on or after the date of travel, you will need to retain the tickets. As we may ask for them to be sent to us to validate that they have not been used.

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