Connecting you to what's important
  • Contact Arriva Trains Wales

    We welcome feedback and suggestions from our customer as it helps us to improve the service we provide to you.

    Our purpose is connecting people and communities to what is important to them. To do this we listen to your views to ensure we are delivering the service our customers want. When you get in touch with us we commit to responding to you in line with our Service Level Agreement.

    Have a quick query or question? Our Frequently Asked Questions may help.

    Ways to get in touch

    If you want to make a complaint, suggestion, give feedback or claim compensation for a delayed journey you can get in touch with us via any of the following contact methods.

    If you are contacting us about a train journey you have made, it will help us to address your feedback and comments as quickly as possible, if the following information is included in your correspondence. 

    o The date of your journey
    o The time your train was due to depart
    o The stations you were travelling from and to
    o If you were delayed, for how long 
    o If you are claiming compensation you will need to provide your ticket for the journey. If you no longer have your ticket we may accept other proof of travel such as your booking confirmation.

    Email Icon Email   
    Contact Customer Relations by e-mailing us directly on
    Information on claiming compensation for a delayed journey can be viewed here. Or fill in our online compensation claim form here.

    If you’re including attachments please make sure your email file is 5MB or smaller 

    If you've got a real-time query it’s best to call or tweet us

    Twitter Icon Twitter 
    Follow and tweet us @ArrivaTW  
    We’re available between 8am to 8pm Mondays to Saturdays, and 11am to 8pm on Sundays 
    You can read our Twitter Policy here  
    We also tweet for extended periods during Principality Stadium events in Cardiff

    Telephone IconTelephone  
    03333 211 202
    If you prefer to talk to us in Welsh, please call 03333 211 202& select option 1

    Mail IconPost
    Our address is: Arriva Trains Wales, St. Mary's House, 47 Penarth Road, Cardiff, CF10 5DJ 

    Clock IconPlanning a Journey?
    Call National Rail Enquires 24hrs a day on: 

    03457 48 49 50 
    0345 60 40 500 (Welsh Language Service) 
    0345 60 50 600 (Textphone) 
    Ticket Icon

    Buying Tickets?
    Call our Telesales team on:
    0870 9000 773 
    Or buy your tickets online here

    Disabled Icon

    Need assistance with your journey?
    Call our Assisted Travel team on:
    033 300 50 501
    0845 758 5469 (Textphone) or book your assistance online when buying your tickets here

    Have you Disabled Iconlost something
    Call our Lost Property team on

    03333 211 202 option 4
    or fill in our online lost property form here


    Please note, we don’t respond to any wall comments left on our posts, shared links and photos on the Arriva Trains Wales Facebook page. Please contact us on Twitter @ArrivaTW, email or call 03333 211 202.

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