Connecting you to what's important
 
  • Contact Arriva Trains Wales

    We welcome feedback and suggestions from our customer as it helps us to improve the service we provide to you.

    Our purpose is connecting people and communities to what is important to them. To do this we listen to your views to ensure we are delivering the service our customers want. When you get in touch with us we commit to responding to you in line with our Service Level Agreement.

     

    Important Customer Notice – Arriva Trains Wales Refund Applications


    As a customer of Arriva Trains Wales, we are obliged by UK Law to inform you of changes to terms and conditions that may be relevant to you. From 14th October 2018, rail services throughout Wales and Borders will be administered and operated by Keolis Amey Operations / Gweithrediadau Keolis Amey Limited on behalf of Transport for Wales. To this end, Arriva Trains Wales will transfer to this new operator any outstanding refund applications. As a result, any new or ongoing refund application you may have will be included in this transfer.

    Rest assured both Arriva Trains Wales and Transport for Wales will manage any personal information you have provided safely and securely in accordance with the law.

    This will not affect the outcome of your refund application.


    Please note our forms are not currently working we are working hard to fix them.

    In the meantime please contact us by email customer.relations@arrivatrainswales.co.uk

     

    Claim Compensation

     

    Make a Complaint

     

    Apply for a Refund

     

    Praise

     
     

    General Enquiry

     

     

     

     

    Customer Relations Response times:

    If you have contacted us and haven't yet received a response, please be assured that we will be in touch with you as soon as we can. We aim to respond to correspondence within 10 working days; however during times of high demand we may not be able to reply as quickly as we would like.

    We are currently handling cases received on the 9th of September 2018 to the 18th of September 2018.

    If you have not heard from us, and you contacted us before the above dates, please call us on 03333 211 202.     
     
    Updated: 3rd October 2018. 

    Ways to contact Arriva Trains Wales

    If you have a real time query the quickest way to get in touch is to call or tweet us.

    Telephone

    03333 211 202, between 8am and 8pm Monday to Saturday, 11am until 8pm on Sundays. If you prefer to talk to us in Welsh, please call 03333 211 202 & select option 1.

    Twitter

    Tweet us @ArrivaTW between 7am - 8pm Monday to Friday, 8am - 8pm Saturday and 11am - 8pm on Sundays.


    All other contact

    The quickest way to get in touch is to use one of the quick links at the top of this page. 

    Alternatively you can contact Customer Relations by e-mailing  customer.relations@arrivatrainswales.co.uk.

    If you’re including attachments please make sure your email file is 5MB or smaller.

    Information on claiming compensation for a delayed journey can be viewed here.

    Or print off a  claim form and post it to the address stated on the form (PDF Document).  

    Post

    Our address is: 
    Arriva Trains Wales 
    St. Mary's House 
    47 Penarth Road 
    Cardiff 
    CF10 5DJ