We welcome feedback and comments from our passengers as it helps us to review and 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 in our Service Level Agreement.
Please take a look at our Frequently Asked Questions section as this may help with any general queries you have about Arriva Trains Wales or the railway industry more generally.
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.
Or alternatively download our freepost Customer Comments / Compensation Claim form here and either print and post it to our freepost address or email it to us.
We recognise that sometimes delays and disruptions may occur to your journey and you can find full details of our compensation policy in our Passenger’s Charter
Contact us by e-mailing us directly on firstname.lastname@example.org
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 @ArrivaTW. Tweet us between 8am to 8pm Mondays to Saturdays, and 11am to 8pm on Sundays. We also tweet for extended periods during Millennium Stadium events in Cardiff.
Please familiarise yourself with our Twitter policy prior to tweeting.
Prefer to chat to someone in person? Call our Customer Relations team on 03333 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 03333 211 202 & select option 1, 8am to 8pm Mondays to Saturdays, and 11am to 8pm on Sundays.
By MailYou can also write to us. Our address is:
Arriva Trains Wales
St. Mary's House 47 Penarth Road Cardiff CF10 5DJ
Or alternatively download our freepost Customer Comments / Compensation Claim form here;
For train times and fares:
03457 48 49 50 (24 hour National Rail Enquiries line)
0345 60 40 500 (National Rail Enquiries Welsh Language Service)
0345 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:
033 300 50 501
0845 758 5469 (Textphone)
For Lost Property
03333 211 202Email:
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
email@example.com or call 03333 211 202.