We’d like to reassure you that the safety and wellbeing of all our customers and staff are our top priority during the Coronavirus (COVID-19) outbreak throughout the UK. So, we’re getting in touch to let you know about the measures we’ve put in place to support your safety on our trains and to give you flexibility with travel plans. Current NHS guidelines indicate that most people can continue to use public transport safely for necessary travel. Please do consider your own health circumstances with respect to other public transport users and NHS guidance. As the situation evolves, we are continuing to follow advice from the UK Government and the NHS available here:
https://www.nhs.uk/conditions/coronavirus-covid-19/ What Transport for Wales is doing for your safety and wellbeing.
- We have increased train and station cleaning.
- We have reviewed and enhanced our cleaning products.
- We are providing additional hand sanitiser at key locations.
- We are doing everything we can to maintain soap and hand drying facilities on-board trains and station toilets.
- Our staff are also following advice from the NHS to wash hands more frequently for 20 seconds and have access to hand sanitiser.
- Consider using contactless payment methods and e-tickets on apps and mobile devices.
Ensuring you have flexibility with travel plansYour ability to easily change travel plans during these extreme circumstances is really important to us. To help, we’re providing the following for those who have purchased tickets from Transport for Wales: If you need to cancel a trip or change a ticket there will be no administration fees for applicable ticket types. Specifically for Advance tickets, only changes to your travel date are free of charge. Where a more expensive ticket is subsequently purchased you will still need to pay the increased value. If you purchased your ticket from any other retailer, please contact them directly for information. Season tickets: Where travel has not been possible the existing refund process, terms and conditions, will apply. For season ticket terms and conditions see:
https://www.nationalrail.co.uk/times_fares/ticket_types/46571.aspx Generally, for tickets purchased direct from our staff, please visit your local ticket office for help on refunds and exchanges. For many types of ticket purchased on our website or app a refund process is available there for you to use. See
https://tfwrail.wales/ticket-refunds Our enhanced ticketing terms and conditions are available for a temporary period from 17 March up to and including 30 April 2020. You can also contact our Customer Services team at
https://tfwrail.wales/contact-us or by calling us at 0333 3211202. We appreciate your patience and understanding as the situation evolves and reassure you that we’re doing all we can to help you travel safely and with confidence. To keep up to date with the latest information, please visit
www.tfwrail.wales. The Transport for Wales Rail Team
