• Contact Arriva Trains Wales

    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;

    • Date and time of journey
    • Origin and destination stations
    • If you were delayed how late where you reaching your destination station?
    • Enclose the train tickets for the journey you made
    • Provide a postal address for us to reply to you

    Email IconEmail
    Contact us by e-mailing us directly on customer.relations@arrivatrainswales.co.uk
    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.


    Twitter Icon Twitter
    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.



    Telephone IconTelephone
    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.


    Mail IconBy Mail
    If you prefer, you can write to us. This is our address:
    Arriva Trains Wales
    St. Mary's House
    47 Penarth Road
    White Block Icon SmallCardiff
    CF10 5DJ

    Clock IconFor 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)

    Ticket IconTicket reservations:
    0870 9000 773
    Or buy your tickets online here 


    Leaflet IconFor a timetable or leaflet distribution:
    0870 9000 772


    Disabled IconFor assistance for customers with disabilities:
    0845 300 3005
    0845 758 5469 (Textphone)


    Lost Property Question Mark IconFor Lost Property
    0 33 33 211 202
    Email: Lostproperty@arrivatrainswales.co.uk 


    Facebook IconFacebook:
    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 www.twitter.com/ArrivaTW, email customer.relations@arrivatrainswales.co.uk or call 0 33 33 211 202.