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.

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07790 952 507

Mon to Fri: 07:00 - 20:00
Saturday: 08:00 - 20:00
Sunday: 11:00 - 20:00

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Mon to Fri: 07:00 - 20:00
Saturday: 08:00 - 20:00
Sunday: 11:00 - 20:00

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Give us a call

You can call us 24/7 every day (except for Christmas day and Boxing day)
If you prefer to talk to us in Welsh please call 03333 211 202 and select option 1.
Call to our number are charged at a local rate from a BT phone

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03333 211 202

Contact us form

Use our online 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.

What is the nature of your contact
  • I'd like to make a complaint about my train journey
  • I'd like to apply for train ticket refund
  • Report a fault on a train or railway station e.g. radiator is broken, seat is torn
  • Metro improvement work
  • Other

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

Complaint form

If you're looking for a refund please visit our refunds page


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

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