GWR

Hello there, I am sorry to hear this. We try to make sure we have the right train for the service but sometimes there are times where trains develop a fault. We aim to provide a replacement train with the same number of carriages, but this isn't always possible. We would rather use a train with fewer carriages than cancel the service completely, but we do appreciate how frustrating this is. In addition to this, any train tickets are flexible, allowing customers greater choice. This does mean, however, that some services can become unexpectedly busy. We do all we can to ensure the busiest known services have a greater capacity and we use all available carriages where possible - Rose

@GWRHelp Hi. Just boarded the 0935 service from Reading to Bath. Supplied a 5 car train, standing room only. Poor guard doing his best in difficult circumstances. Train arrived standing only on arrival at Reading. Not very good advert, is it?

Hello there, I am sorry to hear this. I appreciate how frustrating this can be. The railway is a complex and dynamic operation with many factors in play, and disruption can be the result of a number of factors. If you arrive at your destination 15 minutes or more later than planned, you can claim compensation at delayrepay.gwr.com. To raise a formal complaint for investigation, please fill in our complaints form at railhelp.co.uk/gwr/make-a-com…. The customer support team will be in touch as soon as they can - Rose

@GWRHelp so I drove back to collect them. Took them to Andover. They ended up getting a taxi back to London. Shocking. No toilets available. No assistance. No help anywhere.

Hi Tim, I am sorry to hear this. You can appeal this decision using the link in the Delay Repay email, or by logging into your Delay Repay account at delayrepay.gwr.com. If you have not been offered the appeal yet, you will need to wait until this option is available in your account. For help with your Delay Repay claim, please get in touch with our Customer Support Team on 03457 000125 choosing option 5, and option 2 to speak to someone. Alternatively, you can fill in our general enquiry form at railhelp.co.uk/gwr/make-a-com… and one of the team will be in touch as soon as possible - Rose

@GWRHelp my delay replay claim GWR-0426-873-183 has been rejected because I also have a claim with @SW_Help SWR-2957-776-151. The SWR train I had booked was cancelled as were all train times from Waterloo for that service, so booked the GWR instead, which was then delayed arrival

@Humongouspntl Good Evening, I think I am communicating to you already, so I will continue responding on the other platform that you have messaged us on. - Ava

@GWRHelp we were due to arrive in lndn paddington by 9.42 pm and the next train is on 10.32 pm which we will need to catch in st pancreas. The exp arrival to london paddington will be past the departure of my connecting train. I cant be stranded at 34 weeks pregnant overnight!

@GWRHelp I on your train on a trip with my fiance from st Austell to Nottingham. I am currently 34 weeks pregnant. Due to the cancelled train from st austell, we will miss our transfer from london to notts and the next one is tomorrow after 8 am. I need your assistance. DM me!

@femmaprincess Good evening, I do apologise to hear this. If you arrive at your destination 15 or more minutes late because your GWR train was delayed or cancelled, you can claim Delay Repay compensation. Please keep your ticket and visit GWR.com/DelayRepay. - Ava

@GWRHelp please let me know how I can be compensated for my travel, my train from Exmouth to exeter st David’s has been cancelled both yesterday and today. How can I be refunded for my tickets?

@BTrewhela5118 Of course, I will raise this for review with the correct team. I do apologise for this. - Ava

@GWRHelp Thank you can this get forwarded on to the right people to jelp others afford a train ?

@GWRHelp can I ask why are your train fares so bloomin high ? It’s making it impossible to get out of Cornwall it’s never been £250 for a day return Truro to London

Good evening, I am sorry you feel the price of this ticket is too high. These fares are regulated by the government, and several different factors are considered when setting them, such as track access charges. We offer advance singles, which are cheaper if the more flexible ticket price is too high. I will record your feedback on this. - Ava

@GWRHelp We are currently on a weekend 1st Class upgrade to Exeter from Paddington. The prices travelling to the South-West is extortionate by comparison to South Wales. Why? @steveracemp GWR weekend First Class upgrades share.google/e1y0J6z3ER8HAD…

@BTrewhela5118 I do apologise to hear this, and I can understand how frustrating this can be. - Ava

@GWRHelp Yeah even Truro to Exeter before 9.30 is nearly £50 and that’s 2.6 hours it’s extortion I’d love to go to places but it’s to expensive and most of the offers on the train prices start in Plymouth the government need to know people can’t afford these prices

@suemsymes02 I am glad to hear this has been resolved. I hope you have a lovely rest of your evening. - Ava

@GWRHelp Connecting train will have left. So would be a further hours wait in Reading. Just to travel back in the opposite direction. Will be 4 hours late on arrival at that rate and will miss the entire game too. Takes 2 mins to stop. 😃

Coincidence! @GWRHelp are you able to work your magic once again. My husband on 14.45 Penzance to Newbury 7.30pm. Train trouble again so joined this same service at Plymouth not stopping at Newbury. So via Reading ETA 22.38. Extra stop in NBY so he can make kick off?! 🙏🙏❤️🤍 ⚽️

@suemsymes02 I do apologise to hear this and thank you for explaining for me. Could you please ask for them to speak to the staff at Taunton station about this request? - Ava

@GWRHelp Thanks. The original service was Penzance 14.45 to Newbury 21.27 I think. It's just about to leave Tauton an hour late and was due to Reading at 21.16 now revised to 22.11. So likely to miss the connecting train back to Newbury.

@kathystirling I do apologise for this. I have managed to find this service on my system now. This seat has now been amended for you. - Ava

@GWRHelp Ah thank you for checking. The app is selling tickets for the 1114 direct which is attached

@GWRHelp can you help me Please book a seat for my mum on the 11:14 reading to Worcester shrub hill on Sunday 12th? Many thanks

@DanielJamesFin3 Good Evening, I am glad to hear you are having a lovely experience on board our services today. I will ensure this is passed on to the team. I hope you have a lovely rest of your day. - Ava

Good evening @GWRHelp. The TM on 1L88 19:03 CNM-PAD is top class. Friendly and he's making brilliant announcements with amazing diction.

Good evening, I do apologise for this and I can understand how frustrating this can be. If you arrive at your destination 15 or more minutes late because your GWR train was delayed or cancelled, you can claim Delay Repay compensation. Please keep your ticket and visit GWR.com/DelayRepay. - Ava

@GWRHelp it was said these trains were cancelled because more trains needed repairs… so why was the cancellation such short notice? It’s disgusting how much you mess p people around

@Carolestfc1 Thank you for this. I do apologise. They do keep on popping up, and we do keep on reporting them. Could we please ask you to also report this page? - Ava

@GWRHelp I think you have a scam accp8ny hijacking your customer interactions. what gwr account has 147 followers and only active since June 2026

@GWRHelp Packed train from Weymouth to Bristol Temple Meads and no air con. Great attitude from staff on board when questioned "well get off the train then" Really helpful.

@kimstfc71 You're welcome. - Ava

@GWRHelp Ok we will do that, thank you

@GWRHelp we are on the 17.34 train from Weymouth to Bath currently roasting because there's no air-conditioning or windows..pretty poor in this day and age there's neither.. Elderly and little ones suffering badly...awful response from the one member of staff who we spoke to.

@cadaoashh Good Evening. I am sorry to hear this. I have raised this with our control team, and I will await a response from them on this matter. I will update you once I hear back from them. I do apologise for the wait. - Ava

@GWRHelp Hello, I understand on your website you have ticket acceptance for services to Reading then XC to Southampton, do you have ticket acceptance for SWR or SN to Pompey?

@Carolestfc1 To raise a formal complaint for investigation, please fill in our complaints form at railhelp.co.uk/gwr/make-a-com…. The customer support team will be in touch as soon as they can. - Ava

@GWRHelp we. we're told there was none on the train at all

@kimstfc71 To raise a formal complaint for investigation, please fill in our complaints form at railhelp.co.uk/gwr/make-a-com…. The customer support team will be in touch as soon as they can. - Ava

@GWRHelp Unfortunately we were booked on this train and who says we would get a seat on another one anyway... Why can't you run trains that are actually fit for service?