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  • Complaints handling procedure
    Complaints handling procedure
    We are delighted to transform rail travel across the Wales and Borders network and create a step change in customer experience over the 15-year contract.
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  • Customer satisfaction
    Customer satisfaction
    Every period we hold Customer Satisfaction Surveys and Mystery Shopper Surveys to get feedback from our customers on everything from the ticket buying experience right through to the station and your actual journey. You can view the results here
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  • Passenger's Charter
    Passenger's Charter
    The Passenger’s Charter sets out our commitment to provide the safe and high-quality service you have the right to expect. We publish the Charter so that you know the standards we aim to achieve.
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  • Performance
    We know what being on time means to you, here you can find our punctuality performance figures for the latest rail period and where any delay minutes are ...
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  • Revenue Protection
    Revenue Protection
    It’s not only fair but it’s the law that everyone must have a valid ticket for their journey. As a not-for-profit organisation, Transport for Wales reinvests money from ticket revenues back into our network, helping to fund new trains and station improvements for our local communities.
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  • The Rail Ombudsman
    The Rail Ombudsman
    The Rail Ombudsman is there to help resolve on going complaints between us and our passengers. It’s free to use their services and they are independent of the rail industry.
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  • Consultation Centre
    Welcome to the Infrastructure Manager pages for Seilwaith Amey Cymru / Amey Infrastructure Wales Limited (AIW)
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  • Core Valley Lines Infrastructure Manager
    This site hosts key regulatory documentation and other information in respect of the role AIW undertakes as Infrastructure Manager for the railway network running from Cardiff to Treherbert, Aberdare, Merthyr Tydfil, Coryton, Rhymney and Cwmbargoed (known as the Core Valleys Lines), as well as hosting consultations run by AIW.
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  • Social media policy
    Social media policy
    Here we outline our policies for Twitter and Facebook. Please check this page periodically to make sure you are aware of any changes.
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Did you know about...

  • Did you know?
    Multiflex Tickets
    Are our lowest Single fare for hundreds of regular journeys
    Available exclusively on our App
  • Did you know?
    Plan ahead. Reserve a place.
    We’re doing all we can to help everyone travel safer at the current time.
    Reserve a place
  • Did you know?
    Travel safer
    You can plan ahead and decide when to travel using our Capacity Checker.
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