We welcome feedback and suggestions from our customer as it helps us to improve the service we provide to you.
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.
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.
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
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 September 2018 to the 18th 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.
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