Great Western Railway Avis 

There is no option to give zero stars, otherwise I would go for that. Worst service in the UK.if you traveling GWR Please aware of daily delays.

Have to give 1 star as zero not an option. I have travelled all the way from Marseille in the South of France today with no issues except when I got to Exeter St Davids and my connection to Exmouth was cancelled (many hours earlier it turned out). After travelling for 14 hours, I had to wait over an hour and a half for the next one as GWR wouldn't do anything and just said to claim for the delay after I got home as if that was an acceptable response. Staff seemed ill informed and just accepted that GWR provide a very poor, unreliable service. While waiting here, 4 of 12 trains have been cancelled or have lengthy delays and it's Sunday evening so not a busy time. Roll on renationalisation!

What an absolute shamble of a company. You have cancelled trains portmouth harbour to southampton, no replacement buses. So you use a 2hr local bus from portsmouth to southampton, 2HOURS!!!!
I had to pay £55 for a taxi on top of an over inflated train ticket cost. What a crap show....what happened, you used to be reliable & helpful....now i wouldnt use you to wipe my backside what an absolute crock of crap. WTAF GWR!

I’ve had need to go in to the GWR ticket office at Paddington station 3 times in the last 5 years
Each time the men on the counters are busy scrolling their phones and are very slow to call customers forward from the queue
Then each time rather than assist or listen to my query they have insisted I call the GWR customer phone line instead of help me theirselves
What even is the point of the office ?
They appear to be nothing but a bunch of work shirkers who prefer to spend their working hours scrolling their phones like little addicted kids.
GWR ought to be ashamed of such representatives
However each time I’ve called the phone line the ladies who have answered have been helpful and have told me they have no idea why the counter staff have not helped me instead

I had two badly delayed journeys. I filled in a claim for a refund for one- it was difficult to do- but never got the refund.

I submitted my Delay/Repay request yesterday as, according to my ticket and Trainline, I arrived at my destination 70 minutes on late. It was spuriously rejected on the basis that I chose not catch my intended connection and chose to wait another hour at Exeter just for the fun of it and that my journey was only six minutes late. I sent details of my ticket with the timings of my journey to no avail.
HELP GWR!

Just had a dreadful experience at St Erth Station. While I was positively impressed by the general public's genuine sympathy for the people involved in an emergency situation today, those of us trying to get back to Truro or further east were treated appallingly. Initially we were told that a bus would be provided; i asked whether this would be a rail replacement, which was affirmed. However, not long after, we were told that this was not the case, as "sorting one out would take several hours", and people were directed to a local service which would have taken 2 hours to get to Truro. From then on, there was no communication, a lot of confusion, and, my main point is that there were a LOT of disabled people in a "queue" waiting for taxis. No seats were available despite the number of elderly and/or people using mobility aids and/or visible medical devices - this does not include those with invisible disabilities (who are equally as valid and worthy of provision of reasonable adjustments) and no one was checking on some very vulnerable clients. I did point this out to station staff; i was too appalled to remember exactly what she said and was basically provided with a shrug when i asked on any updates. One seat was eventually provided for me (plonked), although I got the impression that this was because another member of the public saw me sat on the ground, taking painkillers, debating whether to pay £80 for my own taxi as other disabled people had resorted to doing. A taxi did eventually turn up at half 5, only for those of us in the taxi to be thrown out a few minutes later, apparently because the contacted taxis were called back to Penzance (i will be querying this with the taxi company, too). An hour later, another turned up. Thankfully, the ladies I was with had the compassion to allow a 100 year old woman and her family on. Appalling all around. I dislocated several joints during this fiasco and am exhausted.

I will be taking this much further as GWR's record of provisioning for Disabled customers is astoundingly bad and I can also recount several other issues despite me providing feedback to the "higher ups" in the past. In fact, since 2024, when i last spoke to the "higher ups", things have become considerably worse. While there are some individual members of staff who are genuine gems along the Cornwall line, it is extremely apparent that, overall, there is a genuine lack of care and training. Given the number of Disabled people who rely on public transport for work, appointments, and generally living like a normal person, this is unacceptable in 2026.

1 in 5 Brits are disabled. We deserve dignity and respect and to be allowed to travel without exacerbating our issues. We understand that emergency situations happen - but you also need to plan accordingly and have contingency plans in place for helping vulnerable customers out. Equality Act 2010.

Peter was an absolute joy on the 11.04 from Bristol to Paddington. He was so lovely and chatty, and gave us loads of tips for our day in London. An absolute credit to GWR.

The last 5 train journeys I have taken with GWR have been delayed by more than half an hour. All of them. The journeys were to a mixture of destinations at various times, but GWR never offers a reliable service. They don't seem to understand that delay repay doesn't cut it - I'd rather pay full price and be on time than be compensated but be late.

Additionally, for some reason they deem it acceptable for the first train out of Bristol station - a major transport hub - after 5 pm on a Friday to Bath and London to have only two carriages, which are always heaving.

Appalling service.

Wonderful journey on the 11:04 from Bristol to Paddington today, Peter was brilliant! Thank you

The BTM 11:04 train, Peter made the journey a delight! What an ambassador he is for GWR.

Outward from Tiverton train late, no refreshments although I’d booked First class as a treat because previously haven’t any refreshments at all on this train.
Return train from Penzance cancelled four days before journey but customers not advised of this. A long and tiring journey on old, dirty overcrowded trains with station staff providing incorrect information all the way. Arrived back at home station 90 minutes late.
This is not a train service that can be relied on in any way.

Service appalling- my trains have been cancelled more often than not this summer leaving me with an unsustainably long and stressful commute. Information poor, have let an Elizabeth line train go to catch a GWR showing on time or couple of minutes delay only to have the GWR cancelled numerous times
Have to stand for most of the time
Only given 2 stars instead of 1 as the platform and ticket office staff are lovely, so kind.

Late again. This is an awful rail company. I can’t understand why they are always late. Honeybourne to Worcestershire parkway is a dreadful service.

Boarded the 13.29 Gatwick to Reading GWR train. The conductor announces after train has left that “there is no working toilet aboard this train”. Surely passengers are due compensation when the train provided is not fit for purpose? It’s a basic level of service. This is not acceptable.

Nightmare journey from Hove to Plymouth 7th September and even worse journey home Plymouth train cancelled, got another train but have now missed all our connections, stuck in Taunton for an hour to get to Westbury, probably won't get back to Hove before 7pm making it a 10 hour journey.

13 December 2026 when GWR will be gone and they are bright into national ownership for the public. Until then, expect the worst service as they have 4 months left.

Train to london late. Train back from london late. Really poor WiFi. They tried F1 technology which was a vast improvement but then did not roll it out.

To add insult to injury today the train now isn’t going all the way to great Malvern.

Appalling

Appalling service. First the train was delayed by 35 minutes. But then the delayed trains stops were cancelled and the train went straight Cardiff. Was told to move to a different platform to get a different train, only to learn that the train was also not stopping at our station. Was then told to go back to the original platform and get the next trian. What a joke. They should get there act into gear.

always late on journey Bristol Temple Meads to Paddington. Delay Repay is deliberately a faff to use, requiring way too much detail to make a claim. Shockingly bad all around. I've switched to Flix Bus, far far cheaper and much more reliable. There is a better alternative, you don't have to use GWR!