Passenger’s Charter

Great Western Railway: our Passenger’s Charter
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If things
go wrong
We work hard to make sure your journeys with us run smoothly. But
we know that sometimes things don’t go to plan. So, if your journey is
delayed, we’ll do everything we can to get you where you need to be.
What we’ll do to get you through delays
• We’ll always try to keep you up to date about what’s happening, and
give you advice about your journey.
• If the problems with our service are very bad, we’ll try to put extra
members of staff on the delayed trains and at the stations they
stop at.
• On high-speed services running over an hour late, we’ll give you free
soft drinks for as long as we have them on board.
• If the train you’re on is delayed during your trip, we’ll get you to the
station you’re going to if we can – by bus or taxi if we need to. If we
can’t get you to that station, we’ll take you back to the station that
will work best for you. And if we can’t do either of those things, we’ll
find you somewhere to stay for the night, so you can continue your
journey the next day.
• We’ll make claiming compensation for a delayed journey as easy
as we can. Where possible, our crew will let you know if you’re
entitled to it and will give you a claim form or let you know where you
can collect one.
Let us know how we’re doing
If you ever get delayed on a journey with us, we want to hear from you.
We’d like the chance to make up for it and handle any complaints you
have quickly and efficiently.
For more on what you can expect from us and how to get in touch, check
our Complaints Handling Policy. You’ll find a copy at www.GWR.com.