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  • Compensation - Frequently Asked Questions

    Am I entitled to compensation?

    Typically we will offer you compensation if your journey with us was delayed by 30 minutes or more and the cause of the delay was within the control of the rail industry. 

    We do not accept liability for compensation when the delay is caused by matters outside of the control of the rail industry by factors such as vandalism, terrorism, trespass, or severe weather.

    Claims for compensation must be received by us within 28 days of completion of your journey.

    You must have travelled on board the train that was delayed and hold a valid ticket for that journey if you are claiming compensation. 

    The above does not affect any legal rights or remedies you would otherwise have under the Consumer Rights Act 2015.

     

    How do I make a claim?

    The quickest way to make a claim for a delayed journey is to fill in the web form below and upload a picture of your tickets or booking confirmation. 

    You can also claim compensation for a delayed journey by  downloading a compensation claim form here and posting it to us. Or you can pick up a form from any of our staffed stations.

    You can write to us at:

    Customer Relations 
    Arriva Trains Wales 
    FREEPOST RLTR-HBCR-LLTH 
    St Mary's House 
    47 Penarth Road 
    Cardiff 
    CF10 5DJ

    You will need to provide the following information with your claim:

    1. The date of your journey
    2. The time your train was due to depart
    3. The stations you were travelling from and to
    4. How long the delay was
    5. You will need to provide your ticket for the delayed journey. If you no longer have your ticket we may accept other proof of travel such as your booking confirmation.

     

     

     

     

    How much am I entitled to?

    As a minimum we will offer you the following level of compensation.

    Length of Delay Compensation - Single Ticket Compensation - Return Ticket
    30 to 59 minutes 50% of the cost of your ticket 25% of the cost of your ticket
    1 hour or more 100% of the cost of your ticket 50% of the cost of your ticket
    2 hours or more We may increase the level of compensation  

     

    If you hold a season ticket we will compensate you for any individual delayed journeys on Arriva Trains Wales services. The value of each individual journey will be based on the following table and the compensation levels applying to single tickets will be used. 

    Season Ticket Type Value of each journey
    Annual Cost of Ticket divided by 464
    Monthly Cost of Ticket divided by 40
    Weekly Cost of Ticket divided by 10

     

    How will my compensation be paid?

    Compensation is paid via the following methods; please let us know how you would like us to pay it to you when you make your claim. 

    1. National Rail travel vouchers
      These are valid for twelve months and can be used to pay for rail journeys anywhere on the National Rail network. 

    2. Cheque
      Please let us know the name of the person the cheque should be made payable to. 

    3. Cash voucher
      This can be exchanged for money at any Arriva Trains Wales ticket office within 3 months of the date of issue. You will need to take identification that includes your signature (i.e. bank card, driving licence or passport) 

    4. BACS  payment directly into your chosen bank account.  
      We will ask you to provide the Sort code, Account number and Account name as part of handling your claim via a secure system. 

    5. Credit / Debit card
      We will ask you to provide the credit / debit card number you want us to pay your compensation to as part of handling your claim via a secure system.

     

    Season ticket discount on renewal and void days

    The following does not apply to season tickets for journeys between Shrewsbury and Birmingham stations. 

    Discount on renewal

    In addition to the event based compensation described above we will give our monthly and longer season ticket holders a discount off their next season ticket if during the preceding 52 weeks, average punctuality and/or reliability fall below the trigger as shown in the below table. The trigger for compensation to be paid for punctuality is 89% and for reliability it is 98.5%.

    For discount purposes, where a season ticket's journey crosses more than one service group, the ticket will belong to the service group which incorporates the longest part of the journey. If you need clarification on which service group your season ticket falls into, staff at station ticket offices will be able to help.

        Service Group Measure Season Ticket Discount Triggers
        Punctuality   Reliability    
        Target % Trigger % Target %  Trigger %  
    Cambrian T-10 92.0 89.0 99.5 98.5  

    Aberystwyth- Birmingham

               

    Machynlleth- Pwllheli

               

    Holyhead- Birmingham

               

    Cardiff Local and Valleys

    T-5 92.0 89.0 99.5 98.5  

    Treherbert- Cardiff

               

    Aberdare- Barry/Bridgend

               

    Merthyr- Barry Island/Bridgend

               

    Rhymney- Penarth

               

    Radyr- Coryton

               

    Cardiff- Cardiff Bay

               

    Marches

    T-10 92.0 89.0 99.5 98.5  

    Manchester- Cardiff and West

               

    Holyhead- Cardiff

               

    Crewe- Shrewsbury

               

    Wales - England

    T-10 92.0 89.0 99.5 98.5  

    Maesteg - Cheltenham

               

    Ebbw Vale branch

               

    South, West & Central Wales

    T-10 92.0 89.0 99.5 98.5  

    Milford Haven- Swansea

               

    Swansea- Shrewsbury

               

    Swansea- Cardiff

               

    North Wales Interurban

    T-10 92.0 89.0 99.5 98.5  

    North Wales- Manchester

               

    Holyhead- Chester- Crewe

               

    North Wales Branches

    T-5 92.0 89.0 99.5 98.5  

    Wrexham- Bidston

               

    Llandudno- Blaenau

               

     

    Notes on table

    Measure for punctuality and reliability:

    T-5 means trains arriving at their final destination within 5 minutes of their scheduled time.

    T-10 means trains arriving at their final destination within 10 minutes of their scheduled time. 

    *Trigger means the performance level below which compensation becomes payable to holders of season tickets valid for one month or longer.

    You can get details of the punctuality and reliability levels, our performance in meeting them, and any compensation you are owed from our ticket offices or by clicking  here  .

    Season Tickets of one month or longer but less than a year

    If you have a season ticket that is valid for one month or longer but less than a year, we will give you a 5% discount when you renew the ticket if the average punctuality or reliability of your service group falls below the triggers during the preceding 52 weeks.

    If both the punctuality and reliability of your service group falls below the trigger levels we will give you a 10% discount on renewal.

    Annual Season tickets

    If you have a season ticket that is valid for a year we will give you the same discount as customers who have a season ticket valid for one month or longer.

    In addition, as we value your commitment we will also give you a further 1% off when you renew your season ticket for every four-week period where the average punctuality or reliability falls below the trigger - up to a maximum of 8%. If both punctuality and reliability falls below the triggers we will give you a combined maximum discount of 16%.

    Void Days

    In certain instances, for example when severe disruption affects a large number of our services, this may mean that we are unable to offer either an effective train service or replacement bus service on a specific day. In this instance we may declare this day void and, in these circumstances, that day's performance will be excluded from our performance statistics.

    If this happens, when you renew your season ticket, we will extend the duration of your ticket by an extra day, for each affected day.

    How to claim your discount or void days

    You need to renew your season ticket within 28 days of the expiry of your ticket and your new ticket must be for the same journey and the same or a shorter period. If you are not renewing your season ticket you will be entitled to compensation instead of the discount you would have received. Please contact the Customer Relations department when your ticket expires to claim any reimbursement you are due. You will need to send us your expired season ticket and tell us how you would like us to pay your compensation. 

     



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