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.
Frequently Asked Questions
Have a quick query or question? View our Frequently Asked Questions before contacting us. You may find your answer here.
If you can't see your answer here, please complete one of the forms below relating to your enquiry:
Claim Compensation for a delay
Make a Complaint
Apply for a Refund
Make a General Enquiry
Planning a Journey?
Need Assistance with your journey?
Have you lost something?
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 18th of November to 20th of November.
If you have not heard from us, and you contacted us before the above dates, please call us on 03333 211 202.
Updated: 20 March 2017.
Call Customer Relations
03333 211 202
8am to 8pm - Mon to Sat & 11am to 8pm on Sun.
Write to us
Arriva Trains Wales
47 Penarth Road