Compensation for Delays
We hope that your train is not delayed or cancelled, and do everything within our power to ensure we provide the scheduled train timetable.
However, when things do go wrong, we will provide compensation where relevant for your journey .
Details of the compensation arrangements are below, and are also within the Compensation for Delays form, which can be downloaded here and sent to:
First Great Western
FREEPOST
SWB 40576
Plymouth
PL4 6ZZ
For journeys on First Great Western (High Speed Services)
If your journey is delayed by more than one hour, we will compensate our customers, including Weekly Season Ticket Holders, the full value, in National Rail travel vouchers, of the part of the journey that was delayed, i.e. 50% of the cost of a return, and 100% in case of a single ticket.
If you are delayed in excess of two hours, we will compensate customers the full cost of your ticket.
For journeys on First Great Western (London and Thames Valley services formerly provided by First Great Western Link)
If you hold a ticket for a single or return journey, or a Weekly Season Ticket, and your train is delayed or cancelled due to the fault of the rail industry, you will be entitled to compensation in National Rail travel vouchers of at least 50% of the price you paid for the delayed journey if:
Important
Please submit your ticket with your claim, as failure to do so will delay the compensation of your claim.
Cancellations
if a First Great Western trains is cancelled or fails to stop at your station when it is scheduled to, you may be eligible for compensation.
You must hold valid ticket and have arrived at the station in time to catch the train. Compensation is based on how long it took the next available train (or alternative transport provided by us) to arrive at your intended First Great Western destination.
Exclusions
The arrangements for compensation do not apply for certain delays which are outside the control of the rail industry. These include trespass, vandalism, security alerts and severe weather conditions.
Train times & tickets
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