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.
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:
Arriva Trains Wales
St Mary's House
47 Penarth Road
You will need to provide the following information with your claim:
As a minimum we will offer you the following 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.
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.
The following does not apply to season tickets for journeys between Shrewsbury and Birmingham stations.
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.
Cardiff Local and Valleys
Merthyr- Barry Island/Bridgend
Cardiff- Cardiff Bay
Manchester- Cardiff and West
Wales - England
Maesteg - Cheltenham
Ebbw Vale branch
South, West & Central Wales
Milford Haven- Swansea
North Wales Interurban
North Wales- Manchester
Holyhead- Chester- Crewe
North Wales Branches
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
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.
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%.
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.
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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