GWR Reviews
Based on 20 customer reviews and online research, gwr.com has a consumer rating of 4.0 out of 5 stars, indicating most customers are very satisfied with GWR.
5 Stars(14)
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4 Stars(1)
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3 Stars(1)
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2 Stars(0)
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1 Star(4)
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How would you rate GWR?
Top Reviews
I applied for two refunds from GWR on on 24 March. It’s now 67 days later there’s been NO refund. GWR have failed to proactively contact me and when contacting them (several times) they’ve given conflicting and woolly responses. Their sole accurate message being that they’re received the claims but they’ve been too busy to refund within the usual timeframe. They say they have had to double it. It’s now nearly two weeks beyond the extended timeframe so that was wrong information . GWR need to understand that their customers have also been impacted by the crisis as well as them. Busy GWR will be. And no doubt fewer staff. Everyone can understand that brings challenges. However the extreme delay now begins to feel like poorly managed procedures at the least, a reluctance to respect their customers and a seemingly unwillingness to refund. With such overwhelmingly poor feedback GWR need to improve performance fast.
I applied for a refund for annual season ticket as I am now working from home because of the current lockdown. This application was made on 24 March, 59 days ago, and despite being asked for my debit card details I have heard nothing positive as to when I can expect my refund.
All Customer Reviews (20)
Train tickets were booked for my elderly sister and her husband.Absolutely brilliant service from GWR customer assistance, called them up and they organised everything to assist them on both journeys. The operator a guy called Ricardo was excellent, helpful and caring. Thank you GWR very impressed!
Thank you to Michaela who helped me with a reservation enquiry via Facebook messenger this evening. She was prompt, articulate and clear, and helped me sort out my new reservation quickly.
Review for GWR’s excellent bike space reserve system. I use a text messaging service - this time it was Celia, who replied promptly and got the space for me. Super easy! Thanks!
Excellent Service as Always. The honours go to Michaela tonight, thank you
The internet site is AWFUL. Just horrendous. Enough to make me want to never use the company unless I had to. Took an hour to book a ticket because the site would not load. Each page was so SLOW- other site working fine. I'd rather drive. I hope they go under.
I felt so bad, didn't know 17:30 was peak time. I thought the peak times varied as the train was almost empty. When I looked up in the tickets online, the price was £ 90.00 but anyway, as I've already boarded the train and was unwell, I stayed. Eventually, the checker came around and he charged me £ 75.00 he said the tickets are about £ 110.00 that's why I must pay it as anytime train ticket. And I immediately knew it wasn't the truth, as I already saw it was £ 90.00 and I wasn't well enough to talk more so I paid. I was expecting a fine to be taken but instead got a heart attack. I better not travel ever again by train I guess. Unexpected slap on the face
So so helpful 2 of my trains were cancelled and managed to help me with quick replies and help answering what were probably obviously questions ahaha
Brad (on whats app) is a champion. Had been waiting for ages on the phone and noticed there was a whats app mode of contact so I tried that. Brad replied instantly with guidance to resolve my issue.Backstory - I accidentally typed in the wrong date of travel for my train trip when I purchased my ticket online. GWR allow you to submit a refund form if you realise on the same day. Luckily for me I immediately noticed my error in the confirmation email for the purchase.
Great efficient service. I used Facebook messenger to book 2 bike places on a train and it was all done within minutes.
Just jumped on to book a bike through the WhatsApp. Brad fixed my problem in 30 seconds, what a hero. Definitely would use again!!
The GWR Whatsapp service is fantastic! Brad turned around my request for a bike booking in no time at all.
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