Great Western Railway

• Free

Last verified 31 Jul 2026

4.6 2318 ratings · App Store

1. 1/5Terrible 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.

   Scott Ritter ATL · 31 Jul 2026

2. 1/5NOT AFFILIATED WITH GWR

   According to the Bath station attendant who could not help me use the eticket I purchased, this app and the GWR website are now owned by a different company. The refund process also seems to be a scam as they will charge you £10 to get a refund on your unusable ticket, if you’re lucky enough for the online refund portable to actually function. I’ve been trying for the last hour to register, submit, and upload all the info they require for refund and it still won’t accept my submission because there is no option for “nonfunctioning ticket” or “error with app”. To be clear, I actually purchased my tickets via GWR online directly, but was then told I need to download this app to use it. In fact, neither the website nor the app are of any use. Purchase your ticket at the station and save yourself a headache.

   kellysheyan · 31 Jul 2026

3. 1/5Do NOT use if you’re a non-UK visitor

   I wish I would’ve read the reviews before I attempted to buy three tickets: charges all pending on my credit card, but no tickets in the “my tickets” portion of the app, nor have I received an email confirmation after the purchase. Ended up going to Paddington Station in person to buy tickets, with the other three tickets purchased on the app still pending on my credit card. Help through the chat function says the charges will drop off, but who knows. Absolutely unacceptable, do not use this app if you are a non-UK visitor. As others have said, I am also currently in London so even if you try to make a purchase with your US credit card while you are physically in the city of London, you will be out of luck.

   CME57100 · 31 Jul 2026

4. 1/5Is the app finally UP???

   Well last month I was a GWR website I bought my tickets and I am all ready for my trip to England . When I bought the tickets I chose to see my tickets using the app this is how I do with all my trips around the world much easier …Well I downloaded the app and since then almost 3 weeks ago The app is not working it has a message when I try to login saying that The app has a technical issue and he’s being upgraded that moment… I called customer service they apologize 1 million times saying the app is being updated but it has been three weeks come on … I am concerned and disappointed so finally I was able to print the copies and bring with me in case the app ever finish it’s update

   Carlas2103 · 31 Jul 2026

5. 1/5Can’t download tickets outside of UK

   I bought tickets online for GWR and it told me to view my tickets, I need to download this app. Well I did that, but when I went to download my tickets, it told me I need to be in the UK (I’m in the US). What? Been traveling extensively my whole life and never heard of an app restricting its use by the country you’re in. I’m trying to download tickets in advance because I bought them for the rest of my family who I will be meeting in London, but want to send them their tickets in case we somehow miss each other. This is a stupid feature that should be changed ASAP. Sounds like other similar complaints have fallen on deaf ears for years…

   brianfulda · 31 Jul 2026

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