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 Contact us Delay compensation Lost property Praise Complaint submission I want to make a complaint about: Complaint choice Complaint choice My train journeyA member of staffInformationTickets or refundsA stationMetro improvement workSomething else My train journey A member of staff Information Tickets or refunds A station Metro improvement work Something else Journey details Date of travel Departure station Arrival station Scheduled departure time If your journey was delayed, let us know by how much If your journey was delayed, let us know by how much 1 - 15 mins16 - 30 mins31 - 60 mins1 - 2 hours2+ hours 1 - 15 mins 16 - 30 mins 31 - 60 mins 1 - 2 hours 2+ hours Compensation preference Compensation preference Cashable VoucherRail Travel VoucherBACS (Bank Transfer)Charity (Railway Children) Cashable Voucher Rail Travel Voucher BACS (Bank Transfer) Charity (Railway Children) Account name: Sort Code: Account number: Upload image of your ticket? Choose file Please upload a scanned copy or photo of your ticket Accepted formats: gif jpg png bmp Staff member details: Where was the member of staff?: Where was the member of staff Where was the member of staff At the stationOn the trainIn the customer service teamOther At the station On the train In the customer service team Other Select station Job title: (if known) Name: (if known)? Date of incident: Approximate time: Departure station Arrival station Date of journey Departure time: Job title: (if known) Name: (if known) Name: (if known) Date of incident: Approximate time: Staff location Station (if applicable) Name (if known) Date of incident Approximate time Information What was the problem with the information? What was the problem with the information? Incorrect informationNo informationDifficult to understand Incorrect information No information Difficult to understand What was the source of the information? What was the source of the information? PosterOn train display screenStation information screenText on websiteLeafletAppTelephone staffStation staffConductorOther Poster On train display screen Station information screen Text on website Leaflet App Telephone staff Station staff Conductor Other Please specify Date of incident Approximate time Ticket or refund details What was the problem with the ticket or refund? What was the problem with the ticket or refund? PricingA ticket I was soldYour refunds policyOther Pricing A ticket I was sold Your refunds policy Other Please specify Ticket type Ticket type SingleReturnAdvanceSeason ticketOtherI don't know Single Return Advance Season ticket Other I don't know Please specify Departure station Arrival station Date of travel Scheduled departure time Where did you buy your ticket? Where did you buy your ticket? Ticket officeStation ticket machineOnlineOver the phoneOther Ticket office Station ticket machine Online Over the phone Other Station name (if relevant) Approximately when did you buy your ticket? If it's easier, please upload a scanned copy or photo of your ticket? Upload image If it's easier, please upload a scanned copy or photo of your ticket Accepted formats: gif jpg png bmp Station section Which station do you want to complain about? 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 comments text 0 / 140 Your details: How would you like a response to this feedback?: By email By phone By post I don't need a response Name: First name: Surname: Phone number Address Address Address 2 City/Town Postcode (address lookup) Email: Email: Confirm email Agree 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. Leave this field blank Sign-up to receive our updates Stay up to date on our exciting special offers, projects and upcoming events. You can unsubscribe at any time. Sign up
