If you have a question or concern, we’re happy to help.

You can connect with us on social media

Our social media accounts are monitored between the hours of 07:00 – 20:00 Monday to Friday 08:00-20:00 Saturday, and 11:00 – 20:00 on Sunday.

Alternatively, contact us by using the form below

What is the nature of your contact

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

Refunds

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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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.

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Other methods of contact

WhatsApp
- Contact us via WhatsApp on 07790 952507
- WhatsApp is monitored between the hours of 07:00 – 20:00 Monday to Friday 08:00-20:00 Saturday, and 11:00 – 20:00 on Sunday.

Phone
- You can call us on 0333 3211 202
- We’re open from 0800 - 2000 Monday to Saturday and 1100 - 2000 on Sundays.
- If you prefer to talk to us in Welsh, please call 0333 3211 202 and select option 1.
- Calls to our number are charged at a local rate from a BT phone.

Post
- You can write to us at:
- Freepost
- TFW RAIL CUSTOMER RELATIONS

Concessionary travel card (bus pass)

If you’re looking to apply for a concessionary travel card (bus pass), or have applied for one and are looking for an update on your application, please contact the help desk at travelcards@tfw.wales or call 0300 303 4240. For more information, please click here: https://tfw.gov.wales/travelcards

If you have a question or concern, we’re happy to help.

You can connect with us on social media

Alternatively, contact us by using the form below

Other methods of contact

Concessionary travel card (bus pass)

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