Delay Repay 15 coming to Great Western Railway in April

Image showing passenger viewing electronic destination boards

12th March 2019

Passengers using Great Western Railway (GWR) will soon be able to benefit from an improved scheme to provide compensation for delays. Due to start on April 1, GWR will come in line with several other operators by introducing Delay Repay 15 (DR15), a scheme that allows passengers holding single, return or weekly tickets to claim money back for when services are cancelled or their journey is delayed by 15 minutes or more, whatever the cause.

DR15 is being rolled out around the country and this enhanced scheme allows passengers to claim back compensation worth 25% of the single fare for delays of between 15 and 29 minutes to their journey. Monthly and longer season ticket holders will remain on their existing compensation scheme for the time being as this provides compensation through season ticket discounts.

Passengers on GWR make an estimated 105 million journeys every year. This announcement coincides with the biggest upgrade of the Great Western route since Brunel started work on the line more than 175 years ago. More than £5 billion is being invested in the Great Western route – including £2.8 billion on electrification – to deliver better services and new trains with thousands more seats.

Rail Minister Andrew Jones said:

"Reliability is our top priority but it is right that when things go wrong, people are compensated fairly and quickly. Now, with the launch of DR15 on GWR, even more passengers will be entitled to claim if their services are delayed."

Mark Hopwood, Managing Director at GWR, said:

"We do all we can to get people to their destinations on time, but when things do go wrong customers need to trust in a fair system that easily compensates them for the delay. The introduction of Delay Repay is just that, and has been a key aspiration of GWR for some time. Alongside the introduction of new trains, and modernised infrastructure, I am delighted that we are able to continue to make the improvements we know our passengers want to see."

Author: Darren Porter
Image: DTF/Atrium Insight