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Dear Customers,

With the gradual unlocking of restrictions in Wales and England, we’re very excited to be seeing you again on our services!

Some of you will of course have been traveling with us throughout the past year as key workers or to access essential services or education. Others of you will have been doing your bit to keep us all safe by working from home where possible. To all of you, I would like to say a massive thank you. You have played your part in keeping us safe through your actions each and every day. And while we’re not quite out of restrictions, we are starting to see the light at the end of the tunnel.

With the further easing of restrictions in future months, we’ll find that social distancing onboard some of our trains will become more challenging. I know many of you understandably ask for us to put on more carriages. Unfortunately, it’s not always possible. We only have a finite number of carriages to serve the whole of Wales and our cross-border services. Adding an extra carriage in one area, could mean reducing carriages or even canceling a service somewhere else.


So what are we doing to keep you all safe?

Well, for a start we’re using every available carriage and constantly reviewing our timetable and the numbers traveling to ensure those carriages are in the right places. We’re maintaining enhanced train and station cleaning. We’re actively promoting the wearing of face coverings unless exempt. We’re increasing the number of opportunities to buy tickets by contactless means. We’ve developed a Capacity Checker ool so you can see how busy your train typically is based on recent similar journeys and WiFi data.

Our trains are well ventilated and where possible we will keep windows open to keep air flowing.


You can help too.

Continue to work from home where possible and be flexible – avoid the peaks by working from home in the morning and travel into the office later for meetings. Walk and cycle if you can. Plan ahead and use the Capacity Checker tool.

Some routes such as between Swansea, Cardiff and Newport, and the North Wales coast may be served by nine or 10 carriage intercity services AND smaller local services calling at all stops in between. Consider timing your journey to use the longer services if you can. They are generally quicker and mean people traveling from those smaller stations have more opportunity to travel safely.

Buy your tickets contactless and reserve a place on your preferred train well before the day of travel if possible.

Respect fellow customers by moving down the train, not standing or sitting in wheelchair spaces and by allowing our rail colleagues the space to do their job in keeping you safe.

If you can keep working with us for one last push I really do believe it will help us get back to normality quicker.


Diolch yn fawr,

Barry Lloyd,
Head of Customer Experience and Innovation, TfW

  • 8 April 2021
    A typical day in the life of the Control Centre
    It’s the nerve centre of the Welsh rail network, where decisions are made every day often at the drop of a hat to ensure the rail network can continue to operate safely. The Wales Rail Operating Centre (WROC) is based in Cardiff, but is responsible for more than 1,000 miles of track and every train operating on it including Transport for Wales, GWR, Cross Country and Avanti passenger services as well as a host of freight services. As a Network Rail building, the WROC operates 24 hours a day, 365 days a year and sees Network Rail and Transport for Wales colleagues working side by side to ensure customers can travel with as little disruption as possible.