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.
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.
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.
If you have a real time query the quickest way to get in touch is to call or tweet us.
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.
Tweet us @ArrivaTW between 7am - 8pm Monday to Friday, 8am - 8pm Saturday and 11am - 8pm on Sundays.
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 firstname.lastname@example.org.
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).
Our address is: Arriva Trains Wales St. Mary's House 47 Penarth Road Cardiff CF10 5DJ
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