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.
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:
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, and it may take us up to 20 working days to get in touch.
We are currently replying to letters, comments / claim forms, emails and webforms received on 15 October to 21 November (20 – 45 working days).
If you have not heard from us, and you contacted us before the above dates, please call us on 03333 211 202.
Updated: 12 December 2016
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 8am and 8pm Monday to Saturday, 11am until 8pm on Sundays. You can read our Twitter Policy here.
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
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
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
© Copyright 2017 Arriva Trains Wales
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