Passenger Information During Disruption (PIDD)

Arriva Trains Wales knows that the provision of information about train services experiencing disruption is a priority for customers and is an area we focus on.  

The rail industry has produced an Approved Code of Practice which sets out high-level guidance and good practice in providing information to customers during disruption. Arriva Trains Wales uses this Code of Practice as a framework for delivering timely, accurate and consistent information to customers during disruption so that they can make well-informed travel decisions. 

You can read more about this and the improvements the industry is making to passenger information provision in our  Passenger Information During Disruption Local Plan (Adobe Acrobat PDF).  

The Association of train operating companies guidance and good practice can be viewed in the Approved Code of Practice   

Disruption Information

Five ways to check your travel plans with Arriva Trains Wales before you start a journey.

Arriva Trains Wales is consistently one of the top performers in the UK for delivering punctual and reliable services. Extreme weather, Network Rail infrastructure improvement work and ensuring our trains remain safe and effective can all impact on providing the best service.

To ensure our customers can always know if their chosen train is keeping our service promise we have developed FIVE ways to help you ‘Find out first’. So, now you have access to all the information needed to plan journeys, travel and arrive at your destination with confidence.   

1. Visit our Website
   

   a. Clearly presented real-time service information can be found on the homepage of our website in the form of a Rainbow board which highlights the status of each route on our network. There are also links to information about  Network Rail improvement work that could affect your journey.
   

   b. Our journey planning and ticket sales tool also highlights important information on planned changes to services e.g. when road transport is occasionally needed to replace trains due to Network Rail improvement works.

   c. You can use Arriva Trains Wales Journey Check to check information about your specific train before you travel by visiting  www.arrivatrainswales.co.uk/check
   

2. Subscribe to our regular e-bulletin service
   Planned timetable alterations due to current and future Network Rail improvement works are included in our handy regular email updates.  Click here to sign-up today.
   
   
3. Real-time train service email alerts
   You can sign up for automated emails about your regular journeys, that provide live specific service information about your usual train. Click here to sign-up.
   
   
4. Follow us on Twitter
   Live travel information for all our services including updates on circumstances which may affect your journey, product information and the opportunity to provide us with feedback on how we are doing. Sign up to our Tweets here  @ArrivaTW.  View our  Twitter policy here.
   
   
5. Check information posters at the station  
   Information about planned timetable alterations can be found on clearly marked special posters at your local station. For real time information on unplanned changes to services, keep an eye on the electronic customer information screens on the platform and listen out for announcements. 
   
   Please note: Arriva Trains Wales provides the best, most detailed information that specific to its services operating throughout our rail network area.  To see our network map click here.  For information about all train services on the whole of the UK network contact National Rail Enquiries on 08457 484950 or visit www.nationalrail.co.uk