GWR

✅ Travel Update - 30/03 ✅ Following a points failure between Reading and Westbury all lines have now reopened. Train services between Reading and Basingstoke may be cancelled or delayed. Disruption is expected until 13:00 Check your journey at gwr.com/check and follow us for updates.

⚠ Travel Update - 30/03 ⚠ Due to a speed restriction over defective track between Reading and Gatwick Airport trains have to run at reduced speed on all lines. Train services running through these stations may be delayed or terminated at and started back from Redhill. Disruption is expected until 13:00 Check your journey at gwr.com/check and follow us for updates.

Hi Simon, sorry for the delay to your journey today. If you are still waiting to get to your destination, then you will need to wait until the train you are on has arrived at your final destination. Then we can calculate the actual delay time and provide you with the correct amount of compensation. All claims must be made through the right system I'm afraid - Kathy

@GWRHelp on a train delayed by 35 mins. You say go online for compensation but WiFi doesn’t work so not possible - why can’t the bloke checking tickets go through the train sorting compensation? He’s got nothing else to do on a five hour train journey @Heidi_Labour #ripoffbritain

Hi there. I've just responded to your DM, but I can paste the reply here if you didn't see it. I can see you have two cases outstanding, one from the 21st March and one from the 23rd March. The team are very busy and all complaints and claims are worked on from the oldest first. I'm afraid we cannot escalate this until 28 days have passed, so please contact us again after 18th April and we can ask the team to look into this for you - Kathy

@GWRHelp Just a reminder that you have a pending case which is long overdue... Case Reference: GWR-CR-3238404

Hi Pascal, sorry to hear this. Following an upgrade of our booking system, customers are no longer able to book multiple journeys as part of the same transaction. You will still be able to book an outward and return journey for the same route together, but any separate journeys will need to be purchased as part of a separate booking - Kathy

@GWRHelp where has the basket function gone from the GWR website?

@Nickyrushman Hi there, sorry to hear that. If you have a reservation and can't sit down, compensation is available here: railhelp.co.uk/gwr/make-a-com…. Please include photos of your ticket and reservation, as well as details of which stations you had to stand between - John

GWR a disgrace start of school holidays and they put 5 carriage trains out instead of 10. If you have to stand for over an hour refunds should be automatic. Better train services in third world countries. @GWRHelp

@harryarthur84 Hi Harry, sorry to hear this. Yes, this train has been diverted because of the points failure - Kathy

@GWRHelp Hi, @GWRHelp I am on the 1003 PAD-PNZ, which has now been diverted to Bristol and it’s going to be at least half an hour late at Exeter; is this because of the points failure or something else?

⚠ Travel Update - 30/03 ⚠ Due to a points failure between Reading and Westbury all lines are blocked. Train services between Reading and Basingstoke may be cancelled or diverted. Disruption is expected until 11:15 Check your journey at gwr.com/check and follow us for updates.

@benjaminbbello Can I please confirm the station where you boarded the train at 10:03 Benjamin? I will inform our control team - Steve

@GWRHelp This is not good enough Steve can’t be down to do your job for you

I arrive to find a bag left on the seat to Plymouth , the ladies next to me said a man left it and he has been gone for a while apparently he went to the toilet. @GWRHelp I am on the train 10.03am train to Plymouth. Can you check if the man who left the bag is in the toilet?

@asherphizzle Hi there, thanks for letting us know. We've passed this on! - John

@GWRHelp don't know if you have a credit/bonus system but the staff on the 10:30 BTM > PADD service today have been so great. Driver announcement super happy and "enjoy your adventure" was a nice touch. The trolley guy was awesome too - even told the loud folks in quiet to shh 🤌🏻

@benjaminbbello We are only able to contact staff in emergencies I'm afraid. If a member of staff is passing through your carriage, please make them aware - Steve

@GWRHelp Thank you Steve why is this my responsibility? Can’t you call your people on the train send someone to find out or pay me £20 an hour to sort this out for you or a free ticket when next I travel.

⚠️Customer update - Bristol Parkway lifts ⚠️ The customer lifts at Bristol Parkway station are now out of service as @networkrailwest carries out essential maintenance. Staff will be on hand to assist customers with pushchairs, bikes or heavy luggage to use the stairs to transfer between platforms. Customers unable to use the stairs should use Bristol Temple Meads or Swindon stations instead and taxis will be provided to/from Bristol Parkway. For more information, please visit gwr.com/travel-informa…

Hi, sorry to hear that. Many 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. We'll record your feedback - John

@GWRHelp Your 9:32 train from Oxford to London Paddington is very overcrowded

🛠️🚧Track and structural renewals work: buses replace trains to / from Portsmouth Harbour from Saturday 28 March to Thursday 2 April 📢@GWRHelp @SW_Railway @SouthernRailUK #DisruptionVideos ℹ️More information available here: nationalrail.co.uk/engineering-wo…

This🐣Easter bank holiday weekend (Fri 3 to Mon 6 April) engineers will carry out vital track maintenance work in the Eastleigh area to help prevent failures in this critical part of the network 🛤️ 🤳Please plan ahead and check before you travel ⏲️Train times will be amended 🚍Buses will replace trains between: Romsey & Fareham, & Winchester & Southampton Central. Find out more: networkrailmediacentre.co.uk/news/two-weeks…

@lbs5357 Good morning. I'm sorry to hear that. My colleague has notified the team, and this will be actioned as soon as possible. I would suggest purchasing tickets online or at the ticket office whilst these ticket machines are repaired - Steve

@GWRHelp Still OOO

@GWRHelp Hi, are you aware that both ticket machines seem to be out of service at your Dorking Deepdene station (DPD) Day 2 that I am aware of. Lots of cheesed off customers coming here today (DKG) just been verbally abused by one. Happy days!

⚠ Travel Update - 29/03 ⚠ Due to a fire on property near the railway between Gloucester and Cheltenham Spa all lines are blocked. Train services running through these stations may be cancelled, delayed or revised. Disruption is expected until 19:45.

@_katiewilliamss Please use: gwr.com/travel-informa… and scroll to the last option 'Useful downloads' the 'Mobility Scooter Policy and application' will be available here, if you click this it will download for you. -Julia

@GWRHelp The page itself doesn’t load and the form doesn’t show

@GWRHelp can someone help please. I’ve been trying to find the application form for a mobility scooter permit but the links that’s available don’t have any information.

@RyanS196 Hi there, services at Cheltenham Spa are currently disrupted due to a fire next to the track. Teams are working to remedy this, and we are awaiting further information. Announcements will be made as soon as more information is available. -Julia

@GWRHelp Evening! Any clue what's happening at Cheltenham? Nothing is moving?