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GWR Compensation Changes

posted 14 Mar 2019, 09:39 by webmaster stgermansparishcouncil   [ updated 14 Mar 2019, 09:40 ]

Dear St Germans Parish Council

As you know we have been working closely with the Department for Transport on improved compensation for our customers.

We have now reached agreement and I thought you would want to see the DfT media release issued today, confirming we will be moving to Delay Repay 15 from 1 April 2019.

GWR customers with single, return or weekly tickets will be able to claim compensation for any delay over 15 minutes whatever the cause. We have been preparing for the change and have invested in new systems to make claiming as easy as possible. Over the next few weeks we will be contacting customers to let them know about the change. Full details of the scheme and how to claim are on our website here www.gwr.com/delayrepay

We are continuing discussions about compensation arrangements for monthly or longer season tickets holders. The current arrangements will continue for the time being and season ticket holders will retain their existing renewal discounts.

We will then move season ticket holders to Delay Repay as performance improves, and I will keep you informed on this.

We have wanted to offer our customers simple, consistent, easy to claim compensation for some time and I am delighted that the new scheme is now in place. If you have any questions about it, or about any aspect of GWR services, please do let me know, I will be happy to help.

Best wishes


Mark Hopwood | Managing Director | Great Western Railway

Milford House | Swindon | Wiltshire | SN1 1HL
mark.hopwoodGWR-MD@GWR.com |

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