FAQs
We're happy to help and to hear from you, but hope that you may be able to find the answer to your questions on this website.
On this page you'll find some of the most frequently asked questions that come into our Customer Services Team. Do have a look at these, and if you have a general enquiry, you can always email us on askfgw@firstgroup.com
- Where can I find out train times and prices?
- How do I claim compensation for a delay or cancellation?
- What happens if I damage or lose my tickets?
- How far ahead can I book in advance?
- How do I check the availability of tickets?
- How can I amend my ticket?
- How can I get a refund on an unused ticket?
- How long will it take to get a refund?
- I have been charged on my card twice, how do I get my money back?
- How and where can I use Rail Travel Vouchers?
- What can I do if I have a problem with an online booking?
- Why is the Web Sales Support Team number only given at the end of the booking?
- What do I do if I lose my reference number?
- Can I pay for a ticket for a stranded passenger?
- How can I renew my Senior Railcard?
- What are the opening times of your stations?
- What's the address for the station / how far is it from the town centre?
- Is there left luggage available at your stations?
- What is the cost of parking at your stations?
- How do I use the RingGo service?
- Do I get an upgrade as a pregnant woman?
- Can I take my cycle on your trains and can I reserve a space?
- Can I take my dog on the train?
- Can I take a surfboard / large item on the train?
- Do you have a recruitment department?
- Where can I find out train times and prices?
- Train times and prices for most UK train travel can be found on this website. Simply complete the journey details in the Train Times & Tickets section on this page to plan any UK train journey. The National Rail Enquiries telephone line is also available on 08457 48 49 50.
- How do I claim compensation for a delay or cancellation?
- If you wish to make a claim for compensation following a delay on board a First Great Western service, you will need to send your original journey tickets to the following address:
Customer Services Team First Great Western FREEPOST SWB40576 Plymouth PL4 6ZZYour claim will then be investigated.
- What happens if I damage or lose my tickets?
- If you have damaged your ticket, but it is still legible, the original place of purchase will be able to replace it for you. The safe keeping of rail tickets is the responsibility of the customer and if they are lost, mislaid or stolen then replacements have to be purchased. This is set down in the National Conditions of Carriage, which form part of the Terms and Conditions of the sale of rail tickets.
- How far ahead can I book in advance?
- We aim to release ticket six to eight weeks before travel. This is not always possible, particularly with Advanced Purchase tickets, however, walk on fares will be available.
- How do I check the availability of tickets?
- Please check the website or contact our Telesales team on 08457 000125, option 2 when you have decided the dates and times that you wish to travel. All currently available tickets will be advised.
- How can I amend my ticket?
- You can amend your ticket by contact the place of purchase. Please note that for Advanced Purchased tickets an upgrade cost as well as an administration fee may apply, depending on availability.
- How can I get a refund on an unused ticket?
- Depending on the type of ticket you have purchased (please see the terms and conditions for your ticket type), you can obtain a refund, minus an administration fee, by returning the ticket to the place of purchase.
- How long will it take to get a refund?
- It can take up to 28 days for a refund to be processed, though we will endeavour to complete this sooner.
- I have been charged on my card twice, how do I get my money back?
- We recommend that you call your card provider. They will be able to check if this is a banking error, an error on our part or a fraudulent attempt by a third party. As only your card provider has access to your account details, they need to resolve this problem.
- How and where can I use Rail Travel Vouchers?
- Your Rail Travel Vouchers are valid for a year and can be used to purchase tickets for travel with any UK train operating company, excluding London Underground and Heathrow Express. It is not possible to use your Rail Travel Vouchers for an online booking, however you can use them at any manned station or with our Telesales team. Please note, if you are planning to use Rail Travel Vouchers for a telephone booking please allow between 7 and 14 days to ensure that the vouchers reach us in time.
- What can I do if I have a problem with an online booking?
- Please contact the Web Sales Support Team at fgw@custhelp.com, or on 0870 333 1778. This service is provided for First Great Western by a contracted company, so will only be able to deal with online ticket sales. If you have made a booking online please quote your reference number when you contact the Web Sales Support Team. If you are still having problems and wish to use another format to purchase your tickets, please contact our Telesales team on 08457 000 125 who will be happy to assist with your booking.
- Why is the Web Sales Support Team number only given at the end of the booking?
- The helpline is specifically for those that have already booked via the website and have a problem with that booking. Please also check the help section that appears at the top of any of the journey planning or retailing pages of the site for further assistance and FAQs. The Web Sales Support Team can also be contacted at fgw@custhelp.com. All other enquiries should be directed to the Customer Services Team who will be happy to assist. You may contact them by using the Contact Us form.
- What do I do if I lose my reference number?
- Should you happen to mislay your booking reference, please contact our Aftersales team on 08457 000 125 for tickets booked via the telephone, or the Web Sales Support Team, at fgw@custhelp.com, for tickets purchased online. Once some personal details have been verified, they will be happy to advise you of your reference number.
- Can I pay for a ticket for a stranded passenger?
- It is possible to arrange a "Silk Arrangement" for a stranded passenger. This must be done at a station or via our Aftersales Team on 08457 000 125. Please note that only Standard Open Single tickets may be purchased in this event and a £10 administration fee will apply.
- How can I renew my Senior Railcard?
- You can renew your Senior Railcard, or any other Railcard, by visiting www.railcard.co.uk, or by contacting our Telesales team on 08457 000 125. You can also renew your Railcard at any manned station.
- What are the opening times of your stations?
- Please check on the Station Facilities page of this website or contact the Customer Services Team.
- What's the address for the station / how far is it from the town centre?
- Please visit the Station Facilities page of this website or contact the Customer Services Team to obtain the address of your station and other information.
- Is there left luggage available at your stations?
- As a general rule, only the very large, city centre stations have a left luggage facility. Please check on the Station Facilities page of this website or contact the Customer Services Team.
- What is the cost of parking at your stations?
- Though the majority of our car parks are run by APCOA, some are still owned and run by other authorities. Please visit the Car Park section of this website or contact Customer Services who will be able to advise you whether you need to contact APCOA for the cost of your parking.
- How do I use the RingGo service?
- RingGo is a new, innovative service by which you can pay for your parking via your mobile phone. Please visit the Car Park section of this website for more information.
- Do I get an upgrade as a pregnant woman?
- Mums-to-be who are 25 weeks into their pregnancy and hold a standard season ticket can apply can apply for authorisation to sit in First Class on services covered by their ticket, if there are no seats left in Standard Class. For more information on the expectant mothers policy click here
- Can I take my bicycle on your trains and can I reserve a space?
- It is possible to take your cycle on our trains, however there are some restrictions to services arriving and departing from London Paddington. Please contact Customer Services on 08457 000125, option 4, with you travel plans and they will be happy to advice you of any restrictions. You can also book a space for your bicycle at any manned station. This must be done at least 2 hours before the train will leave its origin station.
- Can I take my dog on the train?
- You can take a maximum of two dogs on board a service without a charge. Any additional animals must be paid for. All animals must be kept on a lead and under control at all times and are not permitted on the seats.
- Can I take a surfboard / large item on the train?
- It is possible to take a surfboard or similar item on board, as long as it can be carried on by one person. Any items over 1 metre long in any direction may incur a £5 surcharge and must be booked in at the station you are departing from.
- Do you have a recruitment department?
- First Great Western have no recruitment department and cannot accept speculative applications. All of our vacancies will be advertised on the Jobs section of this website, in the local press and at local job centres, as and when they are available.
Live Departure Boards
Uses latest train information provided by National Rail Enquiries.
Be the first to hear about offers, events and competitions from First Great Western - register for our e-newsletters today.