Telephone: If you contact us by telephone, and we are unable to resolve your query immediately, we aim to provide a response within three working days.Email: If you contact us by email, we aim to provide you with a full response within ten working days.Post: If you contact us by post, we aim to provide you with a full response within ten working days.If your query or complaint requires detailed investigation which means we may not be able to provide you with a full response within 10 working days, we will acknowledge your correspondence within 5 working days and aim to provide a full written response within 20 working days.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.
o The date of your journeyo The time your train was due to departo The stations you were travelling from and too If you were delayed, for how long o If you are claiming compensation you will need to provide your ticket for the journey. If you no longer have your ticket we may accept other proof of travel such as your booking confirmation.Twitter: If you tweet us @ArrivaTW, we may ask you to contact us by phone or email with more information to discuss your tweet further. During busy periods we may not be able to reply to all tweets, therefore, in the first instance, we encourage customers to refer to the information held on our website.
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