Contact us

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 sent to us within 7 days.

We have recruited additional staff to help deal with the increase in correspondence & we will respond to every letter and email sent to us so thank you for your patience during this difficult time.

Should your enquiry be regarding our timetable, please check here for the latest information, or alternatively follow us on Twitter (@FGW) for the latest updates. 

Please be advised that customers with a or email address are currently experiencing problems receiving emails from First Great Western. We are in discussions with Yahoo to find a solution to this problem and would be grateful if users of Yahoo or Sky could provide an alternative email address or a phone number when contacting us, thank you.

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.

For any other enquiries, please use the form below to contact our customer services team, and one of our staff will respond as soon as possible.

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Contact details

Department Telephone number
Web Sales Support Email us or call 0345 7000 125
Customer services Email us or call 0345 7000 125 (7am – 10pm every day)
Lost property 0345 7000 125 (8am – 8pm Monday - Friday; 9am – 5pm)
Telesales 0345 7000 125 (7am – 10pm Monday - Friday; 8am – 7pm Saturday & Sunday; for bookings, group bookings, season ticket renewals and reservations)
Textphone 18001 0800 197 1329
Assisted Travel 0800 197 1329
Welsh speaking enquiries 0845 604 0500 (provided by National Rail Enquiries)
Passenger focus 0300 123 2350

Our postal address

First Great Western 
Customer Relations

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