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.
Customer Relations Team
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.
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
If you’re including attachments please make sure your email file is 5MB or smaller
Follow and tweet us
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.
If you’ve got a real-time query it’s best to call or tweet us
Telephone: 03333 211 202
If you prefer to talk to us in Welsh, please call 03333 211 202& select option 1
Our address is: Arriva Trains Wales, St. Mary's House, 47 Penarth Road, Cardiff, CF10 5DJ
Planning 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)
Buying Tickets?Call our Telesales team on:0870 9000 773
Or buy your tickets online
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
Have you lost somethingCall our Lost Property team on
03333 211 202 option 4
or fill in our online lost property form
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