GWR

Hi there Glenn, thanks for messaging us. I'm 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. 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. - Noah

@GWRHelp Hi. On train to Swansea from Paddington. Completely overcrowded. People standing in aisles. Guard issues apology saying due to events in London. So why don’t you run extra trains ? You know the London Marathon and an FA Cup semi final are taking place. Very poor.

@SamuelKinsella6 Hi Samuel, thanks for messaging us. As this is a mainline service this would not be able to be held I'm afraid. - Noah

@GWRHelp Please could you hold the 17:26 from Bristol parkway to London (1L76) for the late running 15:46 Worcester Foregate Street to Bristol Temple Meads (2T45) :)

@CARPDM7 I'm afraid these weekend upgrade prices are only for weekends, and during the week a full price ticket would be required. Seatfrog also offers First Class upgrades for some of our services. You can see more information at seatfrog.com - Noah

@GWRHelp Any time Price is showing as over £200! I regularly buy an upgrade on board at weekends for around £35. so you’re saying that the weekday price would be £180??

@GWRHelp Hi, I’m booked onto the 14.36 from Paddington to Torquay tomorrow (Monday). If there is a first class seat available, how much would it cost to upgrade onboard?

@CARPDM7 If the only available first class fare showing is the anytime price, this would be the correct fare. - Noah

@GWRHelp The price of the first class ticket does not show. It just shows first class any time which is not what I’m looking for. Please can you just tell me the price, thank you

@kennedysm1th Hi there Kennedy, thanks for messaging us. If you are not satisfied with our online capabilities, 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. - Noah

@GWRHelp digital improvements reqd. I want to: 1) pick my seat when I book from a seat map 2) be able to change my seat reservation to a different train. Just been told I can’t as the train is is 45mins. LNER let you seat reserve up until 5mins pre-train.

@mrdman39 Good afternoon. I'm delighted to hear my colleague was able to provide such a high level of service. I have forwarded your message to the member of staff and her manager. Thanks for taking the time to commend our team, I'm sure she will greatly appreciate this – Steve

Great journey on 25 April 2026 on the 16:48 Westbury to London Paddington. Huge thanks to Livia and the crew (from the 14:53 Paignton service) — friendly and helpful throughout. As a neurodiverse passenger, I always feel comfortable travelling with @GWRHelp

@Louise_Jury Good morning Louise. Are you applying for Delay Repay? If so, and you don't have a Smart Card, please disregard this - Steve

@GWRHelp what is the smart card number and where do you find it

✅ Travel Update - 26/04 ✅ Disruption caused by a points failure at Cardiff Central has now ended. Services are no longer affected by this problem. Check your journey at gwr.com/check and follow us for updates.

Good afternoon. I'm sorry to hear that. If your train is cancelled, then you can use your current ticket on the two trains directly before or two trains directly after your booked time without amending it. If the two services immediately before or after your original train are peak services or less flexible, you can still travel with your original ticket. If you arrive at your destination 15 minutes or more later than planned, you can claim compensation at delayrepay.gwr.com. Please DM us with your intended route and ticket evidence - Steve

@GWRHelp awful service- my train has been cancelled but apparently my tickets are not valid on the only route that is running!! £163 out of pocket. What a joke!!

@mhilldrup1 Good afternoon. Carriage G is our unreserved carriage, and carriage A is our quiet carriage. I would suggest these - Steve

@GWRHelp hi, I’m travelling on the 11:43 service from Bath to London Paddington and don’t have a reserved seat. Can you indicate where will be quiet for two people to sit as seat reservations aren’t currently on on the train?

@icm79 Good afternoon. Points are awarded based on your total qualifying spend across all valid ticket purchases made on the same day - Steve

@GWRHelp Hi there. If purchasing advanced tickets via your website, are GWR rewards earned on the day or purchase or on the day of travel?

⚠ Travel Update - 26/04 ⚠ Due to a fault on this train between Slough and Windsor & Eton Central the line is closed. Train services running to and from these stations may be cancelled. Disruption is expected until 13:00. Check your journey at gwr.com/check and follow us for updates.

@richboyland Good morning Rich. If you're travelling on a Saturday or Sunday, please feel free to take advantage of our Weekend upgrades. There is more information at gwr.com/your-tickets/w…. The weekend upgrade will cost £20. I will DM you your seat reservation now - Steve

@GWRHelp Hello, can you add a seat reservation for me, today (26/04), 1808, Bristol Temple Meads to Reading, standard class. Already have the ticket. Also is weekend first available on the train and what is the upgrade cost for the trip?

Good morning. I'm sorry to hear that this caused such confusion. I'd recommend making a formal complaint so your issues can be formally logged, investigated and a proper response given. 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 - Steve

First time getting a @GWRHelp train and not a great impression. Why wait until one minute before departure to put seat reservations up?! Total chaos

⚠ Travel Update - 26/04 ⚠ Due to a points failure at Cardiff Central trains have to run at reduced speed on some lines. Train services running through this station may be delayed. Disruption is expected until 12:15 Check your journey at gwr.com/check and follow us for updates.

@mwalesby90 Hi there Matt, thanks for messaging us. I'm sorry to hear that. 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. -Noah

@GWRHelp using a 5 carriage train for the 22:30 PAD - RDG on a Saturday night isn’t good enough. So many people refusing to move down even though station and GWR staff asking people to move down the carriages meaning loads of people can’t get on just isn’t good enough.

@RhondaDupeyMay Hi there, thanks for messaging us. I can see this was booked from Trip.com. Please contact them and they may be able to assist. - Noah

@GWRHelp good evening. I booked tickets from Romford to Wiltshire I didn’t really understand what I done. I can’t travel on my own. I was going to the prison I. Erlestoke my family can’t get time off work. And wanted a refund please. My health isn’t very good

@AS171702 Good evening, thanks for messaging us. To raise a formal complaint for us to investigate, please submit this form railhelp.co.uk/gwr/make-a-com… and the team will be in touch. - Noah

@LoCullen_ I'm sorry to hear that. 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. - Noah

@GWRHelp It was more than an inconvenience as the next train was delayed by 35 minutes in the end so I was over an hour and half late home just for 1 stop that would have taken 10 minutes.

@GWRHelp got on the 16:58 train London Paddington to Hanborough which you then decided at Reading was no longer going to stop at Hanborough. Now on the delayed 17:34 meaning I'm now running 45mins late rather than 20mins. Great work.