I’m going nowhere with Great Western Railway over a ticket refund


Staff are polite and apologetic, but after three months there’s still no sign of my money

Can you help me overcome apparent sluggishness by the GWR train company? We bought tickets for two senior railcard return journeys from Paddington to Castle Cary in Somerset on 29 April, returning at the beginning of May, for the grand total of £114.60.

However, we were forced to cancel our trip two days before we were due to travel due to illness, and posted the appropriate GWR refund form. Over the intervening three months I have phoned six times to chase the refund. Each of its call centre staff I have spoken to has been polite, helpful and apologetic, but none has been able to explain the delay or give any assurance of when this refund might be paid.

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