Refunds

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.

Refunds for unused or part used tickets (except Season Tickets)

If the First Great Western train you planned to catch is cancelled or delayed and you therefore decide not to travel, you can claim a full refund of your ticket. This can be done within 28 days of the expiry of your ticket as detailed below:

How to apply for a refund:

1. If purchased via First Great Western’s website or via our Mobile App, please apply for a refund via account for all tickets except Advance tickets.

2. If purchased by phone through our Telesales Department, return the tickets and a completed application form to:

First Great Western Aftersales Department
FREEPOST - RSKT-AHAZ-SLRH
Plymouth
PL4 6ZZ

Download this refund form if you purchased via First Great Western telesales.

3. If purchased at a station, return them to the station concerned or send the tickets and a completed application form to:

First Great Western Customer Services
Freepost SWB40576
Plymouth
PL4 6ZZ

Download this refund form if you purchased at a First Great Western station. 

Unused for any other reason

If you decide not to travel for any other reason, you can still claim a refund of your ticket, but it will be subject to an administration fee of £10 per application. Claims must be made within 28 days of the date of expiry of the ticket. Please note that Advance Purchase Tickets are non-refundable.

Depending on how you bought your tickets, you may apply for a refund as follows:

1. If purchased via First Great Western’s website: Apply on-line by going to "My Account" and following the instructions with regards to requesting a refund
2. If purchased through our Telesales Department or at a station, please send tickets as per options 2 and 3 shown above.
3. If purchased through another company, such as thetrainline.com or a travel agent, please refer to them for refund details.

Refunds for unused/part used Season Tickets

If you no longer require your season ticket, you may apply for a partial refund. This will be based on the difference between the cost of the season ticket you hold and the cost of a season ticket for the period up to the date you return it to FGW, less an administration fee of £10.
Season tickets offer significant savings to a daily traveller and you may find that if there is only a small proportion of the validity remaining, your refund will be little or nothing. For example, an annual season ticket has no refund value after 40 weeks.

To apply for a season ticket refund, hand it in at the station where it was bought and complete the Refund Application Form you will be provided with.

If you purchased your Season Ticket online, please send, with a covering letter to:

First Great Western Web Refunds
FREEPOST - RSKT-AHAZ-SLRH
Plymouth
PL4 6ZZ

If you hold a season ticket but are unable to travel for four or more weeks because of sickness, you may apply for a discretionary partial refund. This can be done at the station where it was bought, or by sending it to:

First Great Western Customer Services
Freepost SWB40576
Plymouth
PL4 6ZZ

We will require supporting documentation, such as a medical certificate.

Please notify us as soon as possible of your non-travel.