Great Western Railway

Terrible experience Round trip and one-way tickets are the same price, so I attempted to book round trip and ended up with a one way ticket. I couldn’t change it online and had to buy a new, proper two-way ticket at the station. Then, try to get a refund online and you need to log in to a refund portal, except guess what - your credentials for the ticket app aren’t the same. So you have to create a GWR account in addition to your second GWR app. Then you still can’t simply get a refund. You have to fill out 8 pages of questions, including typing in extremely long alphanumeric codes four times - two for your first ticket and two for your next ticket. Then, guess what, one of the four codes doesn’t even exist! You need to enter the booking reference for your new paper ticket, but there is no booking reference for your paper ticket. You would have an easier time filing paperwork in Soviet Russia than this terrible service. Who even knows if I get a refund? I have to wait a month for someone to review it. Then I also had to provide my card info to get the refund, but guess what, I already provided it. Not good, you must do every complicated thing twice because once is not enough. And then you might get a fee for your refund. This is the sort of experience that totally ruins your day and never makes you want to use a company’s service again.

Friendly service Being visitors to the country, we were a little apprehensive trying the trains, but everyone has been super friendly and helpful.

Scam Horrible horrible app

Cant sign in Cant sign in

WORST TRANSIT APP Didn’t think I could have less respect for how GWR runs its business until this most recent version of the app. Why does GWR so clearly hate its customers?

Big mess Cant log in to site, to do anything, was looking at a picture of my e’ticket’s and they disappeared never to be found again. No access to account either. Seems i no linger exist😳

Does not work for non UK residents If you don’t have a UK based phone it does not work. Need to use the website and get a PDF ticket, which is also a horrible, slow experience

Never works This app constantly tells me I am “not in the UK” when I am literally standing in the Paddington, Oxford, and Bath train stations. 🙄 When I accidentally bought a 7AM train instead of a 7PM train, I changed my ticket, only to learn I can only change the ticket once at the GWR station desk. 🙄 So when I got done in the city hours too early, I had to buy a new ticket and GUESS WHAT “refunds are not working on the app at this time”. Terrible app.