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Q. Do I need a face covering?

You must wear a face covering on public transport and put it on before travelling unless you’re exempt. Please be respectful, not everyone can wear a face covering.

For guidance visit trc.cymru/face-coverings

 

Q. Why are you running a reduced timetable?

This decision takes into account the latest public health guidance to protect customers and colleagues and fewer people using our services during this unprecedented period.

Like everyone, our colleagues and their families are feeling the impact of the pandemic and we thank customers for your patience and understanding.

 

Q. When will I know what time my train is running?

For affected passengers, full details of the changes will be available to view in online journey planners. Please check before you travel as the timetables are being changed on a regular basis and also improvement works are still continuing across the network with rail replacement services in operation especially over weekends. Your ability to easily change travel plans during these extreme circumstances is really important to us, and we’re keen to offer you flexibility.  You can find more information here: Travel Safer .

 

Q.  Is the Passenger Assist service for disabled rail passengers still being provided?

Our normal Passenger Assist service continues and is available for those requiring extra help to travel we advise that disabled customers if at all possible book this service in advance of travel, consider where possible travelling off-peak and whether travel is essential. 

 

Q. What if we can't Social Distance on your services?

Due to diminished seating opportunities within carriages resultant from C19 social distancing we will provide and increasingly offer alternative transport (Accessible taxis) 

 

Q. What happens if the train you want is full? 

In cases of major delays or disruption, rail replacement buses should continue to be used. Supplementary transport provision should be provided, where possible, if demand exceeds the capacity provided to ensure passengers can complete their essential travel. 

 

Q. What happens if the last service of the day is full?

If you are unable to board the last service of the day because you think it’s not safe and your journey is essential, we will arrange alternative transport for you if you hold a valid ticket.

You can request alternative transport by:

Contacting TfW via Help Point
Call 03333 212202  by phone
Ask the conductor on the last service or station staff to arrange alternative transport for you.

 

Q. What if we can't Social Distance on your services? 

Due to diminished seating opportunities within carriages resultant from C19 social distancing we will provide and alternative transport (Accessible taxi’s) 

 

Q. I can’t pay by card. Can I still buy a ticket with cash?

Yes. Ticket offices are still open for customers who need to purchase tickets using cash. Please be aware that staff might ask if you can pay by card. Please don’t be afraid to say “I need to pay cash”.


Q. What if the ticket I need isn’t available on a ticket machine?

Ticket offices are still open for customers who need to purchase tickets or use a discount that isn’t available on a ticket machine. Please pay by card if you can. We know this might not always be possible