Twyford

"Due to the highly unusual travel conditions arising from the severe weather in recent days, First Great Western is offering enhanced compensation, over and above our obligations as set out in our Passenger’s Charter.

Compensation

We are offering compensation in rail travel vouchers for customers holding season tickets (monthly or longer) delayed by over an hour by the severe weather on Friday July 20th. Please submit a claim by letter, enclosing a copy of your season ticket, to the address shown below, marking the letter ‘flooding claim’.

Customer Services, Freepost SWB40576, Plymouth PL4 6ZZ

Customers holding individual journey tickets (single or return) and weekly season ticket holders should also submit claims for compensation in writing, enclosing the ticket or proof of purchase.

For customers unable to reach their destination station that day by rail, we will consider claims for taxis and accommodation on a case-by-case basis; receipts must be enclosed with the letter.

We aim to deal with your claim within 28 days of receipt.

Refunds

Customers holding tickets (including advanced purchase) for a journey on FGW, who did not travel on July 20, July 21 or July 22, are advised to submit a claim for a refund to the place of purchase. The usual administration fee will not be charged.

Claimants should note that FGW will use best endeavours to respond to reasonable and valid claims from customers. Amounts offered over and above the Passenger’s Charter, are at our discretion."

Kind regards,

Glenda Lamont
Customer Services Director