If you have a question or concern, we’re happy to help

You can contact us by using the form below.

If you're looking to do one of the following please use one of these forms

Complaint Submission
Complaint choice
  • My train journey
  • A member of staff
  • Information
  • Tickets or refunds
  • A station
  • Metro improvement work
  • Rail replacement feedback
  • Something else

Journey details

If your journey was delayed, let us know by how much
  • 1 - 15 mins
  • 16 - 30 mins
  • 31 - 60 mins
  • 1 - 2 hours
  • 2+ hours
Compensation preference
  • Cashable Voucher
  • Rail Travel Voucher
  • BACS (Bank Transfer)
  • Charity (Railway Children)
Please upload a scanned copy or photo of your ticket

Accepted formats: gif jpg png jpeg

Staff member details

Where was the member of staff
  • At the station
  • On the train
  • In the customer service team
  • Other


What was the problem with the information?
  • Incorrect information
  • No information
  • Difficult to understand
What was the source of the information?
  • Poster
  • On train display screen
  • Station information screen
  • Text on website
  • Leaflet
  • App
  • Telephone staff
  • Station staff
  • Conductor
  • Other

Ticket or refund details

What was the problem with the ticket or refund?
  • Pricing
  • A ticket I was sold
  • Your refunds policy
  • Other
Ticket type
  • Single
  • Return
  • Advance
  • Season ticket
  • Other
  • I don't know
Where did you buy your ticket?
  • Ticket office
  • Station ticket machine
  • Online
  • Over the phone
  • Other
If it's easier, please upload a scanned copy or photo of your ticket

Accepted formats: gif jpg png jpeg

Station section

If there is an immediate safety threat such as:

  • People, animals or objects on or near the track
  • Damage or fault at a level crossing
  • A vehicle has hit a bridge
  • A broken fence or open gateway allowing access to the track

Please call us immediately on 03457 11 41 41

Your comments

Your details

How would you like a response to this feedback?:
We may need to share details of your form with other parts of the Transport for Wales Group or other train operators if your claim or comments relate to another company. Please tick this box if you are happy for us to share these details.

It will not affect your right to make a claim and give comments but may make it more difficult for us to resolve your case quickly. Please note - we will not share your information for marketing purposes. Completion of this form confirms that the information provided is correct to the best of your knowledge. Transport for Wales reserves the right to share your personal details with other Train Operators and relevant third parties to prevent fraud and we may prosecute any individual making fraudulent claims.