New compensation scheme launched for season ticket holders

From 1 April 2021 Great Western Railway is extending the Delay Repay scheme, previously only available for daily and weekly tickets, enabling season ticket holders to be able to immediately claim for a refund on the delayed part of their journey.

Rail Minister Chris Heaton-Harris, said:

“It’s an important step forwards for passengers that GWR are extending their Delay Repay scheme to all rail season ticket holders.

“As people return to the rail network, it is important that they get the compensation they deserve for any delays they face.”

GWR Managing Director Mark Hopwood said:

“We want those who travel with us to be able to do so in confidence, and that means ensuring that when people are delayed, they are adequately compensated for their loss.

“We do all we can to get people to their destination on time, but when things do go wrong customers need to trust in a fair system. As we start to welcome more people back to the railway the extension of this scheme will do just that, easily compensating people if they are delayed.”

Those making a claim will be able to choose how you receive any compensation due: from BACs direct to a bank account; a payment to a card; Rail Travel Vouchers; and now as a donation to a First Group’s chosen charity Action for Children.

How much you will receive will depend on the length of the delay on arrival at your destination and the cost of your ticket:

How much can I claim?

Delayed between:

• 15 and 29 mins: 25% of the single journey cost
• 30 and 59 mins: 50% of the single journey cost
• 60 and 119 mins: 100% of the single journey cost
• Over 120 mins:  100% of the return journey cost

The scheme replaces existing compensation arrangements for Season Ticket holders, who have previously received a discount on renewal, should GWR have failed to achieve pre-determined targets for punctuality and reliability.

GWR launched their delay repay scheme on 1 April 2019 and so far almost 400,000 claims have been made, totalling £7.3 million in compensation. Those looking to make a claim can do so by completing the online claim form at www.GWR.com/delayrepay. Once registered, Season Ticket, journey details and preferred compensation details will be saved, speeding up the process for any future claims.

GWR is operating a reduced timetable during the latest national lockdown and customers should follow Government guidelines, only travelling for work if essential or for other legally permitted reasons. Find out more at gwr.com/safety.

The train operator has been providing rail services throughout the pandemic and has worked to ensure these are as safe as possible. This includes increased cleaning regimes and the use of a virucidal spray; extra staff at key stations to offer help and guidance; and processes in place to help customers maintain a safe distance where possible, such as restricting the number of reservations available.