Great Western Coffee Shop

Hello all,
This is an interesting one, and my apologies if this question has been asked before...

On Monday my girlfriend caught the 1712 from Pewsey to Paddington (IZ84), but by the time it arrived at Paddington it was 74 minutes late. She was travelling on the return portion of an open return ticket from Paddington.

According to the GWR website, compensation is applicable on HST services where there are delays of over 1 hour.
https://www.gwr.com/customer-service/refunds-and-compensation/delay-compensation

There is a link to a form to download:
https://www.gwr.com/~/media/gwr/pdfs/customer-service/refunds-and-compensation/delay-compensation-form-v4.pdf?la=en

The form makes it very clear that compensation can only be provided if the tickets used for the journey are returned along with the completed form.

My question is, what if the tickets were taken by the ticket barriers upon exit?
Now, if it were me making this journey I would have asked gateline staff if I could retain the ticket, although even I'm not sure if I'm actually entitled to or not...
She does still have a seat reservation for the service she used, and the payment card receipt. Would any of these suffice as evidence?

It seems strange to me that (according to the claim form at least) the only item of proof deemed acceptable for perusing compensation, just so happens to be the very same item that is systematically confiscated upon journey completion. Perhaps there is some procedure I'm missing...?  :-\

As ever, any advice and thoughts in this matter are very much appreciated.

If this should happen I'd put all that information in writing along with the claim.

Strictly speaking a TOC does require the ticket and it's the passenger's responsibility to ensure they retain and supply it. The National Rail Conditions of Carriage says:

Yup, stop & request that you're let through the barrier as you wish to retain your ticket - if you put it through, then request it be returned to you by gateline staff. They can all open the ticket collection bins for this purpose & cannot refuse to do so.

Many thanks for your replies.


Never realised you could do that! Duly noted for the future...

Thanks again

Godfrey, if you've not contacted customer support already, feel free to drop me a message and I'll look at sorting the claim for you.

Apologies for hijacking this thread, but I have a question for Ollie - a friend put in a claim (posted 23rd April) and is wondering how long before she hears.

If the compensation is being done in vouchers I'd have expected they would have heard something by now, however if a cheque was requested, it unfortunately takes a bit longer (2-3 weeks depending on demand in accounts).

If your friend is happy for you to message me their details, I'm happy to do a search for them on the system to see what's happening with it.

Many thanks Ollie, that's very kind :). I'll see her again tomorrow so I'll find out if she's already sent the form. Cheers