Great Western Railway Avis 

I I left my phone on the train but thankfully it was handed in at the Oxford train station. I went to the station and spoke to the customer service manager her name is Nicky Sutton. She was able to take me to the room where it was safely kept, my bankcard was also recovered. My phone was intact. Everything was great. I would like to thank GWR, Oxford train station and Nicky Sutton.

Expensive and not punctual:-
Paddington to Plymouth - left Paddington on time but speed reduced at 20mph most of the way and hence delayed.

Always delayed, customer service is awful.

Was left on a train at reading station no information then asked to detrain. No explanation noone available on the platform. Then when I did find someone he blatantly lied and walked away. Left queuing for a tiny full train with no possibility of get a connection for another hour. Terrible staff and genuine contempt for customers trying to get home..

GWR is the pits. It’s a national disgrace. I have lived in Cornwall for over 3 years now and I dread to think of the amount of money and people we have lost through the incompetence of this service. The M5 is packed because everyone drives here. But the train and hire car is just a no go because of the appalling service. A complete and utter shambles. Roll on December 13…it can’t get any worse than this shit show. Which begs the question…when did we start to put up with this disgrace..?

Decided to travel first class as a treat.
Worn-out, incredibly uncomfortable seats and the most stained carpets I’ve ever seen.
The only bonus was that the instant coffee came to your seat and that we had a seat, unlike many in standard class.
Would have liked to share a photo here but no option to do this

The company randomly decided to cancel a train and said that it’s because of a safety inspection 5 mins before the train is supposed to come. The safety inspectors did not arrive out of thin air. They knew they existed still decided to dupe their customers.

The next train they promised was full and standing only. Not a very good experience for extremely expensive tickets. Horrible.

No aircon in this hot weather. Absolutely appalling!

I feel incredibly dissapointed that great western railways thought it was alright to have only two coaches on a very busy day. It’s unacceptable especially during the Summer.

Every time I get a train from Bristol to Southampton only two carriages and always packed

As a disabled person I'm offen forced to stand on this service which causes me pain

Can't wait till GWR is gone

After landing from a 14-hour flight to see my MIL, I hoped on an earlier train than my original booked train. I knew it was an advanced ticket (booked it as such that I was not sure how long it was going to clear customs), I jumped on the earlier train preparing to pay for the extra cost and a kind man was understanable to the situation and was kind enought to let me off with a warning instead of making me pay for the premium cost.

Not only was this such a kind geture but I appreciate that he was so empthatic to my situation.

I would like to thank him for his kindess, something you no longer see in todays world.

As I am writing this review, I got a notification that my original train was cancelled.
Not only do I get to see my MIL and be with her, someones elses kind heart and empathay allowed me to be less stress in an already stressful situation. I wil not forget his kind gesture.

His name was Mr. Bilal and it was the 6.52am train to Charlbury from Paddington on 14 Aug.

As usual the most appalling service train was late getting in and out both days I have travelled. The ticket cost was the same as a two way flight to Rome. Then it’s a bus replacement to finally get home. In total the whole time. Have been travelling since December 20th 2025 three times a week and the train has been within three minutes of its expected arrival time on two occasions. The delay repay system they operate is not fit for purpose as they query everything and you have to spend 15 minutes filling in in a web app and almost every morning train is so busy you have to stand and pay £72 for the privilege. I have also been stranded in reading, didcot and Swindon when they have cancelled trains and they refuse to compensate for your onward journey.

My £107.49 off peak return train ticket from Keynsham to London Paddington: after I contacted my millionaire father to loan me the money for the train fare, my chosen trains there and back were both cancelled.

This is standard service naturally, but I like to take the time on the secondary, slow moving train that gets me home 3 hours later than expected to pen a review.

I actually like to think that, due to approximately 50% of GWR train journeys being cancelled / delayed, resulting in a full refund, the pro-rata cost of their train tickets is only extremely expensive, rather than laughably expensive.

The good news on this occasion is that, once I have my full refund, I can pay my wealthy father back immediately, as opposed to being saddled with the debt over a long-term period.

Hopefully he'll be kind enough to use the money to take the entire family out for a steak dinner (with wine pairings).

Travelled from Bath to Yetminster (a request stop) on 10,10 am train on 7th August. It was overcrowded as only 3 coaches, It was stinking hot even with windows open. The aircon had "run out" (by 10 am ??). Nobody checked my ticket as I hoped they would as you need to inform the staff that I needed a request stop in order to avoid a scenario where I travelled to the next staffed station. Train manager did not deign to put in an appearance until 5 mins out from my station . She then rushed through the train and only paused when passengers shouted at her to gain attention. Hope she enjoyed sitting in the guards van playing on her phone. Train was 25 mins late arriving. I have travelled this line many times over the years and it never ceases to disappoint (like the time I was left freezing on a ststion platform cos the train doors were jammed open between stations. Nationalise GWR and sack its uselesss front line staff and managers. By the way, return journey was just as bad as outward trip!!

Fighting to get a refund for 3 people on a cancelled long distance journey. Despite sending evidence over and over with no positive response. Spoke to staff at GWR Paddington only to be told that they won't help and I have to go online. My third attempt has just been submitted, wish me luck although my hopes are not high. GWR you are a national disgrace!

Me and my mum went from bristol parkway to Cardiff Central.
We used passenger assistant both ways .
As my mum has had and does still have a lot if health problems.
And struggles to walk much now and uses a crutch or wheelchair.
On this occasion it was a crutch.
And the train crew and the staff were excellent.
Both ways weather it was with the ramps and assistants they gave us .
I have used passenger assistant with crosscountry and they are useless.
I have done a few journeys with them recently and the less said about them the better .
In fact I have booked a train journey from Bristol parkway to berwick - upon - tweed.
And I spent over 1 hr on my computer , trying to avoid using cross country.
Even changing and using gwr and other train companies , for the price I paid £ 69 return.
But I couldn't find away round it for that price .
So unfortunately I have to use them .
On outdated old trains , uncomfortable seats , no air conditioning or broken air conditioning , Apaling luggage space and many other issues as well .
I have know choice , but to use and travel with worst train company in the country as they were officially just voted .
Many thanks ! .

Craig Thatcher.

Poor service from Paddington to Penzance
Payed for first class.... really was third class
Split section coach for different classes does not work for first class passengers!!!!!
I complained about the service and had a sub zero response that took 4 weeks.
For these long journeys gwr offer a poor service

I have had the displeasure of using this station service some what frequency for the past couple of years now. As I have been using this service the prices have increased greatly and the experience has drastically declined. Everything from the amount of carriages used for certain busy journies and routes, to constant delays and faults. Overall a bad experience from someone who sadly has to use this service.

My wife and I paid £265 for the two of us to go to Devon and back today. It was a hot summers day and we were looking forward to a relaxing journey until we found ourselves travelling in what felt like a refrigerator! The A C was cranked up and we spoke to other travellers who like us were shivering. Being really cold for 3 hours was really not nice and it spoiled our day away. How can a company get something so wrong?

Three things:
Senior Rail Card - it took me more than two hours this morning to set up a senior rail card online. Should have been a five-minute job to download the card to my app.

Secondly, was unable to download my ticket for inspection by the guard. This was between Crediton and Copplestone. Why sell online tickets when there is no internet connection on the train.

Third. The step down from the train to the platform at Copplestone Station is dangerous for a passenger in his mid seventies with only slight difficulties with walking. The raised section of the platform is of no use for the current rolling stock