Get in touch with our Rail team

What can I do online?

You can do these things online. It’s usually faster and saves you a phone call.

Get in touch on social media

We can help with anything from finding the best route for you, letting you know how disruption might affect your
journey, support with changing your tickets or claiming compensation.

We typically reply within 10 minutes and we're here to help you seven days a week. See our service times below.

Chat on Messenger

Messenger

Monday to Friday: 07:00 - 20:00
Saturday: 08:00 - 20:00
Sunday: 08:00 - 20:00

Chat on WhatsApp

07790 952 507

Monday to Friday: 07:00 - 20:00
Saturday: 08:00 - 20:00
Sunday: 08:00 - 20:00

Give us a call

You can call us 07:00 - 20:00 Monday to Friday, 08:00 - 20:00 Saturday and 08:00 - 20:00 Sunday
If you prefer to talk to us in Welsh please call 03333 211 202 and select option 1.
Calls to our number are charged at a local rate from a BT phone.

Phone

03333 211 202

Contact us form

Use our online form and we'll get back to you as soon as possible - we aim to respond within 10 working days, but at very busy periods it may take up to 20 working days.

Ticket changes and refunds

If you're looking to change your ticket or get a refund please visit our refunds page.

Ticket changes and refunds

Book Passenger Assist

To book Passenger Assist we'll just need to collect a few details about you and your journey.

Book Passenger Assist

Enquire/Book corporate travel

To find out about corporate travel, register your interest, or for existing clients book corporate travel see the corporate travel section.

Corporate travel

Enquire about a commercial space

You have a choice of advertising throughout our stations and trains with cost options to suit all budgets.

If you're looking to film at one of our stations you'll need to get in touch first.

Commercial options

Find out about stations or trains

Have you tried on our station and on board pages?

There're lots of FAQs on there that may help.

 

Can't find the answer? You can get in touch with us on:

You can see our opening times above.

Get help with journey planning or timetables

The best way to get a quick answer to journey planning questions is get in touch with us on:

You can see our opening times above.

Make a complaint

If you're looking to make a complaint please use our complaint form.

Complaint form

Report a crime

If you see something that doesn't look right, speak to a member of staff or text British Transport Police on 61016 or call 03333 211 202.

You should always dial 999 when you need an urgent response.

Data protection request

To request information about yourself please visit our data protection request page.

Data protection request

Freedom of Information request

To request information about TfW please visit our Freedom of Information request page.

Freedom of Information request

Suggest Metro improvement work

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 114 141.

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