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Arriva Trains Wales
- Thread starter sonic2009
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R
RailUK Forums
Smethwickian
Member
Try www.arrivatrainswales.co.uk/General_Enquiry_Form.aspx
or email customer.services@arrivatrainswales.co.uk
or write with full details/times/photocopy of tickets to Customer Services, Arriva Trains Wales, St. Mary's House, 47 Penarth Road, Cardiff CF10 5DJ
(the latter worked fine for me to get vouchers last time I had a delay but also wanted to praise the assistance given by a member of staff).
I believe they offer the basic Passengers Charter level of compensation, outlined in a leaflet downloadable here http://www.arrivatrainswales.co.uk/DownloadableLeaflets/.
From my experience, make sure you chase up non-response.
The first time I was delayed I wrote including a copy of the ticket (which I had scanned) as it was an ALR. I had other delays by other TOC's so could not send the ticket to all of them. When I got no response and after a month I emailed and asked how long I had to wait for a response. I got a reply saying they had not received it and would I give details again. I did by email and sent the scanned image and got a voucher within the next day or two.
The next time I emailed to start with a scan of the ticket and got an automated response with a reference number and saying I would hear in 10 working days. After a month and hearing nothing I replied to the automated response and got a reply within 2 working days asking for the ticket so I responded with the scans and received a voucher within 2 days.
Not sure if this is a ploy, i.e. do not reply and hope the customer will forget about it.
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