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How much GWR pays
GWR uses Delay Repay 15: from 15 minutes late at your destination, it pays back 25% to 100% of the fare for the journey.
| Late by | Single | Return |
|---|---|---|
| 15 to 29 min | 25% | 12.5% |
| 30 to 59 min | 50% | 25% |
| 60 to 119 min | 100% | 50% |
| 2 hours or more | 100% | 100% |
Flexible, carnet and rover tickets are valued by dividing the price by the number of days the ticket is valid. Compensation is capped at a full day's travel (pro rata) and is never more than you paid for the ticket.
More in Delay Repay with a Season Ticket. On a Railcard or Advance ticket, the bands apply to the price you paid: see Delay Repay with a Railcard and Delay Repay on an Advance ticket.
Railhop works this out for you: check your train and it shows how late it was, which band that is and what you're owed.
How to claim GWR Delay Repay
- Check your train on Railhop. Tell Railhop where you travelled and roughly when. It finds your GWR train, how late it really was from National Rail's data, and what you're owed: GWR pays from 15 minutes late.
- Railhop fills in GWR's claim form. In the Railhop iPhone app, or with Railhop's browser extension on a computer, Railhop opens GWR's own claim form and fills it in for you, with your journey, your ticket and your details. GWR's form needs an account: you sign in yourself, and Railhop never keeps your login.
- Check it and press submit. You check the claim and press submit on GWR's own form, within 28 days of travelling. You choose how to be paid: bank transfer, payment to your card, an e-voucher on your GWR.com account, Rail Travel Vouchers or a donation to charity. GWR pays you directly. Railhop never submits a claim for you.
GWR has automatic Delay Repay for some tickets: see below. For everything else, Railhop fills in the form.
Used Delay Repay Sniper? Railhop is the modern way to claim: it finds your delays and fills in the form, and you stay in control of the claim. Read what happened to Delay Repay Sniper.
Cancelled GWR trains
If a GWR train is cancelled on the day and you take the next train you can, the delay is measured at your destination against when the cancelled train was due.
If you decide not to travel, ask whoever sold you the ticket for a full refund, with no admin fee. You can have a refund or Delay Repay, not both. More in Delay Repay for a cancelled train.
Strike days and replacement buses have their own rules: see Delay Repay on strike days and Delay Repay on a rail replacement bus.
Check the cancelled train on Railhop: it shows the cancellation, works out what you can claim and fills in GWR's form for you.
Contactless and Oyster on GWR
Oyster and contactless pay as you go are covered: register your card with TfL and send a statement showing where you touched in and out and the cost of your journey.
More in Delay Repay with contactless and Oyster. Add your TfL statement and Railhop checks every journey on it, finds the delays you can claim for and fills in GWR's form for each.
GWR Delay Repay form and login
You claim on GWR's own Delay Repay form, which runs on the SmartRepay claim system. Railhop opens it and fills it in for you in the Railhop iPhone app, or with Railhop's browser extension on a computer: your details, the journey, the delay and your ticket. GWR's form needs an account: you sign in yourself, and Railhop never keeps your login. You check the claim and press submit yourself.
Proof of travel
GWR accepts these, depending on your ticket:
- Your original ticket or a copy of it.
- A ticket receipt.
- Your Touch Smartcard number.
- For monthly or annual season tickets, a scan or photo of your season ticket and photocard.
Add your ticket in Railhop once: snap it in the app, or add it on the website, and Railhop attaches it to your claim where the form takes a file.
Automatic Delay Repay on GWR
With Automated Delay Repay, GWR in many cases starts a claim for you if it thinks you were delayed by 15 minutes or more, for example on Touch Smartcard journeys and Advance eTickets bought on GWR.com.
For tickets the automatic scheme doesn't cover, check your train on Railhop and it fills in GWR's form for you.
How GWR pays, and how long it takes
You choose when you claim: bank transfer, payment to your card, an e-voucher on your GWR.com account, Rail Travel Vouchers or a donation to charity. The National Rail Conditions of Travel say a claim should be paid within 14 days of being agreed. More in how long Delay Repay takes. GWR pays you directly, and Railhop keeps the claim reference for each claim you make, so it's easy to follow up.
Split tickets
You can use two or more tickets for one journey (the National Rail Conditions of Travel, condition 14.2), and the delay is still measured at your destination. More in Delay Repay on split tickets. Railhop checks the whole journey and measures the delay at your destination.
If GWR rejects your claim
Ask GWR to look at it again, with your evidence: the train, the times and your ticket. If you're still unhappy after GWR has replied, you can take it to the Rail Ombudsman. More in what to do if a Delay Repay claim is rejected. Railhop's claims use the train's real times from National Rail's data, so they match what the train company sees.
About GWR
GWR runs trains from London Paddington to the Thames Valley, Bristol, South Wales, Devon and Cornwall.
GWR (Great Western Railway) is run by FirstGroup. GOV.UK says it is due to transfer to public ownership on 13 December 2026.
Good to know on GWR
- Delays are measured against the planned and advertised timetable, so compensation is not usually paid for longer journeys caused by planned engineering works. If you booked more than 12 weeks ahead, check your journey again before you travel.
- If your train is delayed during your trip and GWR doesn't arrange a bus, taxi or hotel, it pays your reasonable and proportionate costs. Claim these from Customer Support with your ticket and evidence, not on the Delay Repay form.
- You can also claim by post to Freepost GWR DELAY REPAY, but paper claims can only be paid by cheque, voucher or charity donation.
- Delays on the outbound and return legs need separate claims.
Questions about GWR Delay Repay
How do I claim GWR Delay Repay?
Check your train on Railhop: it finds how late it was and what you're owed, then fills in GWR's own claim form in the Railhop iPhone app, or with Railhop's browser extension on a computer, with your journey, ticket and details. You check it and press submit within 28 days of travelling, and GWR pays you.
How much Delay Repay does GWR pay?
GWR uses Delay Repay 15, from 15 minutes late at your destination. On a single ticket you get 25% of the fare for 15–29 minutes, 50% for 30–59 minutes, 100% for 60–119 minutes and 100% for 2 hours or more. On a return ticket: 12.5%, 25%, 50% and 100% of the return fare. Railhop works out the amount for your train.
How long do I have to claim GWR Delay Repay?
28 days from the date of the delayed journey. Railhop shows the claim-by date for every delay it finds, and the app reminds you 3 days before it runs out.
I travelled with more than one operator. Do I claim from GWR?
Claim from the operator you were travelling with when the first delay happened. If you claim from GWR and another operator caused the delay, GWR forwards your claim to them and you normally don't need to do anything else.
Can Railhop fill in the GWR Delay Repay form for me?
Yes, in the Railhop iPhone app, or with Railhop's browser extension on a computer. Railhop opens GWR's own claim form and fills in your details, the journey, the delay and your ticket. You choose how to be paid, check the claim and press submit: Railhop never submits claims or sees your bank details.
Can I claim GWR Delay Repay if my train was cancelled?
Yes, if you still travelled. If a GWR train is cancelled on the day and you take the next train you can, the delay is measured at your destination against when the cancelled train was due. If you decided not to travel, ask whoever sold you the ticket for a full refund instead: you can have one or the other, not both. Check the cancelled train on Railhop and it works out what you can claim.
Do I need an account to claim GWR Delay Repay?
GWR's form needs an account: you sign in yourself, and Railhop never keeps your login. Railhop fills in the rest of the form for you.
How does GWR pay Delay Repay?
You choose when you claim: bank transfer, payment to your card, an e-voucher on your GWR.com account, Rail Travel Vouchers or a donation to charity. The National Rail Conditions of Travel say a claim should be paid within 14 days of being agreed.
What can I do if GWR rejects my Delay Repay claim?
Ask GWR to look at it again, with your evidence: the train, the times and your ticket. Railhop has the train's real times from National Rail's data. If you're still unhappy after GWR has replied, you can take it to the Rail Ombudsman.
Sources
- GWR: Delay Repay
- GWR: Automated Delay Repay
- GWR: Passenger's Charter (April 2026)
- GWR: compensation and refunds FAQs
- GOV.UK: Great British Railways
Delay Repay guides for other train companies.
Terms change. If something here doesn't match GWR's own terms, GWR's terms are right. Railhop fills in GWR's claim form for you, and you check it and submit it yourself. Railhop is not affiliated with GWR or National Rail.