Arriva Trains Wales welcomes feedback and comments from our passengers as it helps us to improve our services.
Our aim is to look after you during your journey by providing you with the best service and by listening to every comment you may have.
To do this we listen to your views, and have put in place clear guidelines about how to contact us and how we will respond. You can see these guidelines in our
Service Level Agreement.
If you need help with your online train ticket booking, our
Frequently Asked Questions section may help.
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 email or letter;
Journeys with us;
Contact us by e-mailing us directly on
Please note: When you're sending attachments i.e supporting documents or photographs to Customer Relations, that the email size is no bigger than 5MB. Any emails and attachments over 5MB will not be delivered.
Contact us by following us on Twitter
www.twitter.com/ArrivaTW. Tweet us between 8am to 8pm Mondays to Saturdays, and 11am to 8pm on Sundays. We also tweet during event days in Cardiff.
Please familiarise yourself with our Twitter policy prior to posting.
Prefer to chat to someone in person? Call our Customer Relations on 0 33 33 211 202, 8am to 8pm Mondays to Saturdays, and 11am to 8pm on Sundays.
If you prefer to talk to us in Welsh, please call 0 33 33 211 202 & select option 1, 8am to 8pm Mondays to Saturdays, and 11am to 8pm on Sundays.
If you prefer, you can write to us. This is our address:
Arriva Trains Wales
St. Mary's House
47 Penarth Road
For train times and fares:
08457 48 49 50 (24 hour National Rail Enquiries line)
0845 60 40 500 (National Rail Enquiries Welsh Language Service)
0845 60 50 600 (Textphone)
0870 9000 773
buy your tickets online here
For a timetable or leaflet distribution:
0870 9000 772
For assistance for customers with disabilities:
0845 300 3005
0845 758 5469 (Textphone)
For Lost Property
0 33 33 211 202
Please note, we DO NOT respond to any wall posts or comments left on status updates, shared links and photos on the Arriva Trains Wales Facebook page
www.facebook.com/arrivatrainswales. Please contact us on Twitter
firstname.lastname@example.org or call 0 33 33 211 202.