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.

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

Send Praise

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 25th July 2018 to the 27th July 2018.

If you have not heard from us, and you contacted us before the above dates, please call us on 03333 211 202.

Updated: 20th August 2018.

Call Customer Relations

03333 211 202

8am to 8pm - Mon to Sat & 11am to 8pm on Sun.

Write to us

Arriva Trains Wales

St.Mary's House

47 Penarth Road


CF10 5DJ