Arriva Trains Wales

Someone was supposed to call my partners oap and disabled parents but has such a level of contempt for the passengers that pay to use his services that he seemed almost proud when he told me that buying a ticket doesn't mean you get to sit down on his trains!!!

They miss handled the complaint and have ignored two oaps who got crammed onto one of these trains like cattle!!!

You’re quicker walking. This train company is extremely consistent in its shoddy service and cancelled journeys.

5 weeks after my train was cancelled Ive still not got a refund. Takes them over 2 weeks to reply to an email so i have wriiten to them too. still no response

disgusting customer service

Arriva Trains Wales appear to have given up completely. Trying to get home from Crewe a few weeks ago, the train left the station and then shunted back into a bay platform. The reason? The driver was actually at Chester and was having to take a taxi to Crewe! You can't make this sort of thing up.

Now tonight as I write, My wife is stuck at Shrewsbury with the same problem - no train crew. She's reported to me that the station was overrun with drunks while the staff were busy drinking tea.

How has it come to this? Because Arriva got the gig on a projected forecast of 0% growth through the life of the contract, decided to provide the minimum in the way of infrastructure and using the service as a cash cow - maximum profit for minimum outlay. When a train is late, drivers make absolutely no attempt to regain time.

If there is a problem outside of business hours, there's no one at Arriva in Cardiff to make any decisions, so the result is chaos - no-one takes responsibility or action. The customer service online department comes up with anodyne nonsense such as 'there are no quick or easy answers' - but they're lying. They could get more rolling stock (150 miles plus travel to Holyhead in a 2 coach knackered suburban set is truly third world) and get their drivers to pick up any lost minutes. The fact is that they don't give a fig any more. They've had the cheek to put in a bid to continue their franchise, but the evidence suggests that they don't expect it to be renewed in 2018. The rains are breaking down just about every other day somewhere on the system: inadequate maintenance and cleaning, and no spare capacity to cover anything. Staff morale must be in the toilet.

One final thing: despite what they say on their website about complaints forms being available at stations that sell tickets (ie with a genuine human being there) my local station of Ludlow had two big boxes of them that went almost immediately.

They haven't seen any since then, which sums it all up.

They can't even give refunds competently!

The guards have no compassion. They train is delayed they've reduced it to 2 carriages at rush hour. As a working parent trying to get home unfortunately the end of the line in Rhymney to be told to wait 30 mis for the next train despite childcare reasons to need to get home.

Expensive service

Unhygienic unhelpful UNRELIABLE.

Each week its a new delay No response to complaints.

If I had another way to get to work I would take it.

Played over 75 pound on my ticket to stand by the doors with a three month old baby and a 2 year old for four and a half hours absolutely disgusting the train ticket prices are beyond and for what to stand all the way squashed next to people you don't know like sardines smelling a toilet that looks like it has never been cleaned never would I travel on train again

Very unhygienic the trays that you eat are disgusting and the floor Is very dirty with food rappers and the whole train smells

Dangerous overcrowding on dirty old trains from New Street. Standing all the way through the carriages, God knows what would happen if there was an accident. People pay for this, how they do it every day is beyond me. Fortunately I don't have to. No refreshments, no guard to be seen, a 7-month delay when claiming compensation for delayed trains caused by drivers not turning up for work. It's just depressing really and gives the impression they don't really care.

Can't think of a worse company for customer service. Hope they lose the franchise.

Arriva trains Wales are by far the worst train company I have ever had to use. With shoddy excuses, to shoddy trains which break down causing delays to thousands daily. If you are lucky to get on the train, you are almost just as unlucky to be met by Transport investigations Limited (revenue protection) acting on behalf of ATW who will treat you like a pig. These are thugs with no power to detain or touch you in forcing you to remain.

You are always urged to complain to customer relations, however please accept a 7 month wait for a response as cases from December 2016 are now being handled as confirmed by the companies twitter which is also run by glorified customer service parasites. With the cost of a ticket going up, the train capacity comes down with 2 carriages to be expected on most services.

No one could imagine how bad this company is.

Late trains constantly.

Cancellations too numerous to be genuine. Just a feeble excuse for Arriva being clueless on how to serve the paying public.

Passengers treated with no respect.

Just continue to pay and suffer.

Passengers need to demonstrate and embarrass the Welsh Government to take action and give people a train service that can provide a service.