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.

    Frequently Asked Questions

    Have a quick query or question? View our  Frequently Asked Questions before contacting us. You may find your answer here.

    If you can't see your answer here, please complete one of the forms below relating to your enquiry:

    I want to...

    Claim Compensation

    Make a Complaint

    Apply for a Refund


    General Enquiry

    Planning Journey

    Assisted Travel

    Lost Property  

    Customer Relations Response times:

    If you have contacted us and haven't yet received a response, please be assured that we will be in touch with you as soon as we can. We aim to respond to correspondence within 10 working days; however during times of high demand we may not be able to reply as quickly as we would like.

    We are currently handling cases received on the 27th March 2018 to the 4th April 2018.

    If you have not heard from us, and you contacted us before the above dates, please call us on 03333 211 202.     

    Updated: 27th April 2018


    Ways to contact Arriva Trains Wales

    If you have a real time query the quickest way to get in touch is to call or tweet us.


    03333 211 202, between 8am and 8pm Monday to Saturday, 11am until 8pm on Sundays. If you prefer to talk to us in Welsh, please call 03333 211 202 & select option 1.


    Tweet us @ArrivaTW between 7am - 8pm Monday to Friday, 8am - 8pm Saturday and 11am - 8pm on Sundays. You can read our Twitter Policy here

    All other contact

    The quickest way to get in touch is to use one of the quick links at the top of this page. 

    Alternatively you can contact Customer Relations by e-mailing  .

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

    Information on claiming compensation for a delayed journey can be viewed here.

    Or print off a  claim form and post it to the address stated on the form (PDF Document).  


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