Compensation

Please be aware that we are dealing with a very high level of contacts at the moment and it is taking us longer than usual to respond to everyone - on average we are replying to emails and letters within a week and you may have to wait a little while for an answer if you are calling. If you can, try calling us between 11am and 3pm or after 8pm when we are quieter, or alternatively follow us on Twitter (@FGW) for the latest updates. Please bear with us during this difficult time and thank you for your patience.

Refund process for customers affected by the South West storms

First Great Western can confirm that customers affected by the South West floods and storms will not be charged the £10 administration fee and will be eligible for a full refund. Click here to find out how to apply for a refund.

Compensation for delayed or cancelled trains

We work hard to make sure that we keep to our scheduled train timetable, and avoid trains being delayed or cancelled. However, when things do go wrong, we will provide compensation, where relevant, for your journey.

Please take a moment to check if you are eligible for compensation, by reading the details below.

Complete our compensation for delays form, print it and send it, along with your tickets, to:

First Great Western
Customer Services
FREEPOST
SWB 40576
Plymouth
PL4 6ZZ

Send us your ticket

Please remember to send your ticket along with your compensation for delays form, so we can process your claim as soon as possible.

Check if you are eligible for compensation

High Speed Train services

If your journey is delayed by more than one hour, we will compensate the full value, in National Rail travel vouchers, of the part of the journey that was delayed, ie 50% of the cost of a return, and 100% of a single ticket.

If you are delayed for more than two hours, we will compensate the full cost of your ticket. If you hold a Weekly Season Ticket, we will base your compensation on the daily value of your ticket. Compensation will not be available for disruption resulting from events beyond the control of the rail industry, including trespass, vandalism, severe weather conditions and security alerts.

London and Thames Valley services

If you hold a ticket for a single or return journey, or a Weekly Season Ticket, and your train is delayed by more than 30 minutes, or cancelled due to the fault of the rail industry, you may be entitled to compensation in National Rail travel vouchers of at least 50% of the price of the delayed journey if:

  • you are delayed by more than one hour on a rail journey of an hour or more, or
  • you are delayed by more than 30 minutes on a rail journey of less than an hour.

If you hold a Weekly Season Ticket, we will base your compensation on the daily value of your ticket. Compensation will not be available for disruption resulting from events beyond the control of the rail industry. These include trespass, vandalism, severe weather conditions and security alerts.

Regional services

If your journey is delayed by more than an hour, we will, as a minimum, compensate our customers, including Weekly Season Ticket Holders, to the value of 50% of the cost of your ticket, and 25% in the case of a return ticket.

If you are delayed in excess of two hours, we will compensate customers to the full cost of your ticket. Compensation will be paid in National Rail travel vouchers. If you hold a Weekly Season Ticket, we will base your compensation on the daily value of your ticket. Compensation will not be available for disruption resulting from events beyond the control of the rail industry. These include trespass, vandalism, severe weather conditions and security alerts.

Season ticket holders

For details of compensation for Season Ticket holders if levels of service performance fall below the set standards, please see our “Passenger Charter” results or “Compensation Claim” leaflets. This information is to help you get the most out of your Season Ticket. It does not modify or replace, in any way, the National Rail Conditions of Carriage relating to Season Tickets. Copies of the Conditions of Carriage and compensation claim forms are available at all First Great Western stations.

Cancellations

If a First Great Western train is cancelled, or fails to stop at your station when it is scheduled to, you may be eligible for compensation.

Exclusion of other liability

Under the terms of the National Rail Conditions of Carriage, which apply to all train operating companies, First Great Western is not liable for any loss (including consequential loss) or extra costs incurred as a result of a train delay or cancellation. If you are travelling to an airport, we request that you ensure that you allow sufficient time.