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Refunds

There may be a number of reasons why customers apply for a refund. Whether it be a train delay, or you simply want to change your mind on the purchase of a ticket. We make the process secure and simple, regardless of if you have purchased your tickets online, in a station or over the phone. You can find out more information on the process and what you are entitled to by clicking on any of the titles below.

Refunds for Season tickets

If you no longer require your season ticket, you can apply for a partial refund. We work out what you’ll get back by taking the difference between the cost of your season ticket and the cost of a season ticket for the weeks or months left. We charge an administration fee of £10.

Given the savings on an annual season ticket, you may find that with only a small proportion of the validity left there won’t be a massive refund value. For example, an annual season ticket has no refund value after 40 weeks.

The process is slightly different if you bought your ticket online or at a station.

Station Purchases: If you purchased your season ticket at a station they can help provide you with a refund. Just go back to the same station and they’ll provide you a refund application form and process everything for you.


Online Purchases: If you purchased your season ticket online, just send the season ticket with a covering letter to:
First Great Western Web Refunds
FREEPOST - RSKT-AHAZ-SLRH
Plymouth
PL4 6AB

Partial Refund Due to Illness 

If you are unable to use your season ticket for four weeks or more due to illness or injury you can apply for a discretionary partial refund. 

Let us know as soon as you can – send in a copy of your season ticket, documentation of your illness (such as a medical certificate), and a covering letter to our team via the address below: 

First Great Western
Customer Relations
FREEPOST RSKT-AHAZ-SLRH
Plymouth
PL4 6AB

How to apply for a refund

Refunds work differently depending on where you bought your ticket and the type of ticket you bought. We’re happy to help and you can find out more below.

Ticket Types

Anytime, Off-Peak and Super Off-Peak Tickets – We can provide refunds on these tickets for any reason if you didn’t travel – delays, cancellations or you simply didn’t need to make the journey anymore. Follow our guidance depending on where you bought your ticket.

Advance Tickets – We can only provide refunds for advance tickets if you were unable to travel due to delays or the cancellation of your train. If this is the case you just need to follow our guidance depending on where you bought your ticket. 

Website or Mobile App Purchases

If you purchased your ticket via our website or Mobile App, please apply for a refund via My Account for all tickets except Advance tickets.

If you’ve got an Advance Ticket and weren’t able to travel due to delays or cancellation give our web support team a call on 03457 000 125, option 2 who can help.

Telesales Purchases

If you purchased your ticket by phone through our Telesales Department, return the tickets and a completed application form

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 Relations
FREEPOST RSKT-AHAZ-SLRH
Plymouth
PL4 6AB

Station Purchases

If you purchased your ticket at a station you can return your tickets to the same station for a refund. They’ll have some refund forms or you can download one here

See the opening times for our ticket offices.

If you’re unable to get to the station where you purchased your ticket you can send the tickets and the refund form to us on the address below. This may delay the process of your refund slightly.

First Great Western
Station Refunds
FREEPOST RSKT-AHAZ-SLRH
Plymouth
PL4 6AB
Refunds for unused or part used 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.

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 you have an Advance Purchase ticket and were unable to travel due to the strike action between the 09 and 11 July 2015, please see below, under 'how to apply for a refund'.
  2. 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.
  3. If purchased through our Telesales Department or at a station, please contact telesales on 0345 7000 125 (7am – 10pm Monday - Friday; 8am – 7pm Saturday & Sunday) or return back to the station where you purchased your ticket.
  4. If purchased through another company, such as thetrainline.com or a travel agent, please refer to them for refund details.

One void day was declared for each charter group 06 October 2014.

One void day was declared for High Speed Services and London - Thames Valley on 08 December 2014.


Two void days were declared for all groups except London - Thames Valley on 09 and 10 July 2015.

Discounts are payable for Season tickets being renewed which were valid during these times.


The following discounts are currently being offered to holders of season  tickets valid for one month or more:

 
High Speed services Void days apply. Punctuality is below trigger, 5% discounts apply.
London & Thames Valley services
Void days apply. Punctuality is below trigger, 5% discounts apply.
Bristol Suburban services
Void days apply.
Devon Void days apply.
Plymouth & Cornwall services Void days apply.
South West & South Coast services
Void days apply.

Customers who have purchased tickets offline should go to their local ticket office to claim their void days.

Customers who have purchased their tickets online should call Web Sales Support on 03457 000 125 to claim their void days.

Updated Thursday 30 July 2015. Discounts apply from 02 August 2015 to 29 August 2015 inclusive.

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