Arriva Trains Wales Reviews 

when i was waiting at sandwell and dudley the train was 6 mins late from wolverhanpton and was full as always

Once again arriving at Upton Station on the wirral to find the train cancelled because of the lazy staff not being bothered it's not the first time won't be the last
Absolutely the worst train service in Britain making me late for work constantly
Hang you're heads in shame

Minus points.
My 86 year old father has to drive seven hours to wales now stopping on a hotel on the way as the trains never run on time. Totally demoralised staff. Run down carriages. Shambolic disorganisation. Overbooked. Duplicate seat bookings. No longer direct trains to Llandudno junction or Holyhead. Treats staff appallingly.

I travelled from wigan North West.to blackpool North on Fri 14.10.22 at approx 15.05.it was 25 mins Kate but the train was filthy.sears was dirty.and carpets looked like they hadent been cleaned for years.disgusting service.you want to clean these trains while you got plenty of time taking strike action?

What a waste of potential. Poorly run service. Never enough carriages for the number of passengers. There should be government intervention that refunds passengers who have to stand for more than half hour. Maybe they would put more carriages on then. Arriva train tickets are expensive for the service they provide. I would use public transport a lot more if the service was better. Tap in and out would also be better like they have in London and a ticket system where you could use buses and trains like in London with a similar pricing system where you automatically pay for the cheapest ticket. Management of Arriva Trains Wales needs to be changed because they don't improve.... Look at all the bad reviews. They take no notice and should be ashamed of the consistency of complaints that will no doubt keep receiving for as long as the people who run this service are in charge.... Make money by having to few carriages and cramming them with as many people as possible. They take advantage that some people have no choice but to use their service. Hopefully regulations will be implemented to stop them treating people so poorly because they won't take no notice of what their customers say.

I recently traveled from Port Talbot to Liverpool and had the misfortune of standing up for three quarters of the journey there and half of the journey back. It would have been such a pleasant journey had there been enough seats. I have traveled on Arriva Wales trains many times and I experience the same service every time. Please act on your customers feedback.

Get a train, it saves the planet. I would if they were ever on time or not cancelled! The reason people still use cars is because trains are sub standard. Another train cancelled and a heavy taxi fare incoming. Return ticket bought, never get that money back. I hate this company.

I am disgusted by the poor customer service at Chepstow ticket office from Sam. I don’t usually use the train service so this is new for me. I travelled yesterday and went to the ticket office with my pre-booked reference and was served by a very polite gentleman. I tried to the same today and Sam basically grunted at me. I wasn’t familiar with the machine and had my hands pretty full. He had no other customers and refused to serve me…. The name above the desk said TICKET so I presumed i would get the help I needed there but unfortunately instead I received no customer service and felt that I was interrupting his ‘free time’. Is there any point in a ticket officer if they refuse to issue tickets?

Never been to wales without a train being delayed or cancelled. Last time both my journeys were delayed by over 2 hours and when I spoke to a member of staff on the helpline I told them my train had been cancelled so were there any replacement services and the bloke took 5 minutes looking stuff up just to tell me "right it looks like your train is cancelled so you'll have to stay in Aberystwyth" then when I asked more questions he just said "don't forget to wear a face covering on all our trains" and hung up! I applied for a refund but there website sends you round in circles looking for a refund form that doesn't exist so I sent an email instead which they said they would reply to within 10 working days or 21 if it's busy, a month and a half later I've phoned twice to follow up and the woman on the phone was incredibly rude to me and blamed me for them not processing my refund. Unbelievably terrible train service and customer service!

I have read all the other reviews left on here about Arriva Trains and I cannot agree more!
What really irritates me is the fact that when booking together they don’t seat you together (even during Covid we are seated with other people not from our own household) really idiotic. ( I didn’t reserve seats but I was given reserved seats ) I spoke to a lady who was checking tickets, she was useless. I’m sure she could tell we wasn’t from around the local area but didn’t offer any help about our seating situation.
I then realised carriage C has unreserved seats so I headed there. Still we are not 100% seated together but we are close by.
What I have to laugh at is 1 person seating in a 4 person space, doesn’t make much sense either.
I enjoy travelling but this Trainline has put me off this route.
No structure, hardly ever hot food & lack of support for their customers. I have always been told the Welsh are very polite but this experience inbound, during and outbound has not been a unpleasant experience & I'm disappointed

Absolute useless, genuinely don’t understand how a company can be so incompetent

If you are travelling arriva trains please make sure you cover up. People packed in like sardines 75 %do not wear face masks. Trains were frequent and on time but redicuosly small carriages and very dirty. Dangerously over packed. Face to face with unmasked travellers

Impossibly awful service. Trains are cancelled so often from Caerphilly that it's impossible to rely on this service. The USSR had a better train system. They don't even arrange bus replacements. I can't fathom how Trains For Wales has been such an incredible flop.

I travel by train often always find them extremely dirty, often late or cancelled and on the platforms the people there to help are not helpful but often rude I think this is a disgrace even down to the cleaning as often see newspapers from he day before so therefore have not been cleaned and for the prices they charge I would expect a much better service.

'John', a manager from their head office assured me and my partner that he was going to call the two elderly and disabled oaps who had to stand almost the ENTIRE way from Chester to Landudno and back again but hasn't found even 5 mins to do this!!

Apparently, hearing about my partners elderly mother having to sit on the toilet just to ha e a seat for 5 mins didn't matter to 'John'!!!

Nor did the fact that his own staff admitted that their services have been cramming people onto the trains with absolutely NO social distancing or considerations regarding Covid at all for many weeks!!!

5 min curtsy call to apologise was too much trouble for 'John' so I urge anyone thinking of ditching the car and taking Aviva Trains for a nice weekend away to find the nearest drain grate and throw your money down into it!

There are no trains from fairbourne to Machynlleth but arriva have laid on a bus and true to form even that was 20 minutes late so unless they hold the train to Shrewsbury my 16 year old won't be making the journey.

A couple months ago I took a train journey from Manchester to Cardiff in the midst of the pandemic, the earlier train was cancelled so there was double the number of passengers on the train which arrived with only two carriages. There was no apology from the train staff, in fact we never even saw anyone, but it wasn’t a surprise as the aisles were rammed with passengers yet there were frequent announcements reminding us to ‘socially distance’. People resorted to sitting in the aisles as there was no room to sit for the 3 and a half hour journey. Complained to Arriva and was told I should have checked how busy my service was on the journey checker, as I could have got on a ‘less busy service’, how does this help when you have to travel at a certain time with work? Remainder of emails went unanswered.
Terrible service, it’s a shame we are left with no other option, if the government want less people driving their cars on the roads then they seriously need to improve the rail network.

Booked for 2 from bridgend to liverpool which wasn't cheap got on in bridgend only 3 carriages we were like sardines only 3 carriages not good at anytime but with the covid disgusting in cardiff we managed to get 2 seats behind each other then at Newport seats together another 2 carriages would have helped a lot. Reached Crewe connection to liverpool completely different experience, come on Wales you need to sort this out

Poor service origional train cancelled then back on again,mon 9/8/2021 Manchestet to Llandudno. Hieght of summer hols only 2xcarriages lots of people left behind en route. Poor guard trying best in a bad situation.
Traim to manchester from llandudno cancelled via email from train line11/8/2021, lots of waiting aroud at llandudnu junction and chester 👎👎👎

Disgusting dirty trains. Absolutely no air circulation in the carriage (on a hot August day) and we’re expecting to wear face masks, we were sweating and could barely breathe it was that hot. Never been a good experience with TFW, don’t know how they get everything so wrong.

Checked timetable at Baglan Station on Saturday morning to go to Cardiff. Timetable showed 9:29. No train arrives at that time!! Had to get transport to Port Talbot parkway & catch a later train, which knocked out all that was planned for that morning. Why show inaccurate time tables at stations.