The best place to start for more queries is our Frequently Asked Questions section.
If you didn't find what you were looking for, please visit our Contact Us page which will help you find the best way to get in touch with Arriva Trains Wales.
See also: If you're searching for specific help around train tickets and buying online, visit the Help Centre on out online booking engine.
About the CompanyCustomer RelationsOur TrainsOur ServicesOur StationsOur PassengersTrain TicketsBuy Train Tickets at StationBuy Train Tickets OnlineBuy Train Tickets from a Ticket Vending MachineSeason TicketsGroup TravelAllowed ItemsCycling by TrainPlanned Service Alterations / Engineering Works on the NetworkAccessible TravelLeaves on the LineEvent Days at CardiffWelsh Language Policy
Who are Arriva Trains Wales?
Who is Arriva Group?
What is important to us?
Where does your money come from?
What do my train fares pay for?
Why do train fares go up every year?
How much of these train fares have been reinvested?
Where does the money go?
Where does your annual profit go?
Who is Deutchse Bahn?
What is 'ATOC'?
Why don't I get an immediate reply with a full and detailed explanation when I contact Arriva Trains Wales?
Who deals with complaints and enquiries?
What if I am not happy with the response from the Customer Relations team?
How do you compensate passengers when things go wrong?
How can I get hold of your timetables and leaflets?
Who do I contact if I want to comment about Arriva Trains Wales?
Are you responsible for quality and condition of the trains?
Will you buy new trains? Why can't you just put an extra carriage on?
What are you doing about it?
What are you doing about increasing capacity for the future?
Why do your trains break down and what are you doing about it?
Why don't you have power points on your trains?
Do your trains have wi-fi?
What are you doing to integrate with other forms of transport e.g. buses?
Who decides the times and the frequency of the services you run?
Why aren't trains timetabled so they always connect with other services?
Why don't trains stop at some stations?
Do your trains always wait for connections?
Why is my train delayed, cancelled or replaced by bus?
What is your policy on providing alternative transport?
What are you doing to improve the reliability of the infrastructure? How do you deal with service disruption?
Are you responsible for the stations?
What about the stations you serve but do not operate?
Who are your passengers?
How can I find cheap train tickets?
What promotional offers do you provide and how can you find out about them?
Do you have first class tickets?
Can I buy tickets from your stations or staff that are for other operator’s services?
How far in advance can I buy train tickets?
Can I buy train tickets for future travel at the station booking office open?
How do I buy my train tickets online?
How far in advance can I buy train tickets online?
Can I buy train tickets that are not on the Arriva Trains Wales network on your website?
Can I buy train tickets online to travel today?
How do I pay for my train tickets on a ticket vending machine?
Can I buy train tickets that are not on the Arriva Trains Wales network on your Ticket Vending Machine?
What type of tickets can I buy from a ticket vending machine?
Where can I buy a season ticket?
When can I buy a season ticket?
Can I get a discount if there’s a group travelling together?
What is the maximum number of people in a group?
Can I get a group ticket for event days?
What items can I take on a train?
What items can’t I take on a train?
Can I take my dog on a train?
Do I have to pay to take my dog on a train?
Can I take my cat or any other small animals on a train?
Do I have to pay to take my cat or any other small animals on a train?
Can I take my bicycle on a train?
Why don't you provide more room for cycles?
Are there any times where I'm unable to take my bicycle on a train?
Why does Network Rail plan and do engineering works on the network?
What are you doing to make travel easier for older and disabled passengers?
Can I take my powered scooter on board a train?
How do leaves on the line affect trains?
So what is the rail industry doing about it?
Why does leaves on the line disrupt services?
Why don’t you put on more carriages on an event day?
So why do I have to wait outside the station?
How do you decide which queues move and who has to wait outside?
How do I know what’s happening on the day?
What is your Welsh Language Policy?
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