Refunds

Refunds for unused 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:

• at any manned Ticket Office (no matter where or how you bought your ticket)
• by returning your ticket to one of the addresses below.

If purchased via First Great Western’s website, return the tickets to:

Tel: 0844 556 5605

If purchased by phone through our Telesales Department, return the tickets to:

First Great Western Aftersales Department
Floor 3
Intercity House
North Road
Plymouth
PL4 6AB

Tel: 08457 000 125

If purchased at a station, return the tickets to:

First Great Western Customer Services
Freepost SWB40576
Plymouth
PL4 6ZZ

Tel 08457 000 125

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 Singles are non-refundable.

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

If purchased via First Great Western’s website:

• Apply on-line by going to My Account and following the instructions.
• Alternatively you may return the tickets to:

Website Customer Support Team
First Great Western
PO BOX 23972
Edinburgh
EH2 9AF

Tel: 0844 556 5605

If purchased at a station:

• Return the tickets to any manned Ticket Office.
• Alternatively you may return them to:

First Great Western Customer Services
Freepost SWB40576
Plymouth
PL4 6ZZ

Tel 08457 000 125

If purchased by phone through our Telesales Department:

• Return them to:

First Great Western Aftersales Department
Floor 3
Intercity House
North Road
Plymouth
PL4 6AB

Tel: 08457 000 125 

If purchased through another company

You can purchase our tickets through many different sellers, like thetrainline.com or a travel agent, if this is the case, 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, Season Ticket Dept., PO Box 23971, Edinburgh, EH3 5DA.

If you hold a season ticket but are unable to travel for 4 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.