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  • Why don't I get an immediate reply with a full and detailed explanation when I contact Arriva Trains Wales?

    We welcome and promote feedback from our passengers as it helps us improve the service that we deliver to you. When passengers get in touch with us we take the time to really investigate in detail any complaints or enquiries that we get and make sure their comments reach the right departments. As a result to give us the time to do these investigations in full we publish our 'Service Level Agreement', which sets out the timeframes in which we endeavour to provide you with a response. You can find more details on our 'Service Level Agreement' by going here www.arrivatrainswales.co.uk/ServiceLevelAgreement.