From 1 April 2019 GWR customers with single, return or weekly tickets will be able to claim compensation for any delay over 15 minutes, whatever the cause. Full details of the scheme and how to claim are on the GWR website: www.gwr.com/delayrepay.
Mark Hopwood, Managing Director of Great Western Railway has said of the change:
We have been preparing for the change and have invested in new systems to make claiming as easy as possible.
We are continuing discussions about compensation arrangements for monthly or longer season tickets holders. The current arrangements will continue for the time being and season ticket holders will retain their existing renewal discounts.