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Heart of Wales Line Service - Statement from Transport for Wales

11th December 2023


We (the Heart of Wales Line Community Rail Partnership) know that there has been significant disruption on the line recently and as a Community Rail Partnership we have used every resource we have within Transport for Wales to feedback the concerns and impact that service unreliability is having on the passengers and communities along the line. 


Please be reassured that we are listening and reading every comment and we sympathise whole heartedly with the experiences passengers are having. We hope that the statement below from Transport for Wales will help you in understanding the reasoning behind the current level of service not being what customers expect and urge anyone experiencing disruption to their journey to contact Transport for Wales.


We understand your frustrations and are doing all we can to feedback and advocate for the line but we are not responsible for the service on the line.  Please be kind in your comments and remember that we are a part of your community, the person you make small talk to in the shop or the parent you see in the school yard picking up their child. 


Please read the below statement from Transport for Wales (TfW) regarding the recent service on the Heart of Wales Line.


Transport for Wales Statement



Transport for Wales wishes to apologise to customers who have experienced disruption to their journeys along the Heart of Wales railway line, which connects Swansea with Shrewsbury via Llandrindod Wells.

 

Recent storms have caused damage to some trains and placed exceptional pressure on fleet availability network wide as they undergo repair. Incidents affecting track, signalling and on occasions, staff availability have also contributed to the disruption.

 

A spokesperson for Transport for Wales said; “We sincerely apologise for the recent disruption that has affected customers along the Heart of Wales Line and recognise that the service has not been at the level customers expect. The Line provides an important service for many rural communities and we appreciate the significant impact delays or cancellations will have had on travel plans. Our engineers are working around the clock to ensure that trains are returned into service as soon as possible. 

 

“When disruption occurs, we always aim to provide replacement road transport to enable customers to continue their journeys. This can sometimes be a challenge to resource due to the limited number of bus operators located along the Line, their availability due to other commitments and the distance required to travel. It is however an issue that we are focussed on addressing.”

 

Customers whose train has been delayed or cancelled and who have arrived at their destination station more than 15 minutes late can claim compensation through TFW’s 'Delay Repay' scheme. Full details can be found here or by contacting the Customer Relations team on 03333 211 202.


Check the status of your journey by using the Transport for Wales Journey Check site.

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