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  • 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 Report
    Our vision for Wales is to deliver a transformational, integrated transport system, providing high-quality, safe, affordable and sustainable transport for all.
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  • 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
    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 attributed. 
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  • Revenue Protection Policy
    The vast majority of customers pay their train fares in full, before boarding trains with no problem. However, a small minority demonstrate intent to avoid paying train fares to the detriment of the vast majority of law-abiding rail users. Read our Revenue Protection Policy here
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  • 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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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?
    Wales has lots to offer
    Find out the full extent of the Transport for Wales network
    Explore our Network
  • Did you know?
    You can go paperless
    Buy your ticket at a ticket vending machine then tap in/out at stations.
    TfW Smartcards