Travel Assistance

If you would like assistance when making a train journey with Arriva Trains Wales, such as help getting on or off a train, or ramps for a wheelchair, contact Journey Care before you start your journey. Please try and give a minimum of 24 hours notice before your journey as this will allow time for any special arrangements to be made.

Call Journey Care between 8am and 8pm on 08453 003 005
Textphone (For customers with hearing impairments) 08457 585 469
If you require additional information, place contact the Customer Relations Department on 0845 6061 660 or email customer.relations@arrivatrainswales.co.uk.

For further advice and downloadable information visit www.arrivatrainswales.co.uk/AssistedTravel/

Cardiff Central to Cardiff Bay - Accessibility for Wheelchair Users

If you are a wheelchair user please note that the journey by road which is available between Cardiff Central Station and Cardiff Bay on the baycar bus service may be quicker and easier. The baycar stops at Penarth Road at the back of Cardiff Central Station. The baycar has step free access and wheelchair spaces.

Please note: Rail tickets to and from Cardiff Bay are NOT valid on the baycar.

Rail customers with wheelchairs are able to travel by train from Cardiff Queen Street but should be aware of the following when planning their journeys:

  • There are access restrictions to Platform 3. The stair lift from platform level to the subway takes 20 minutes (including calling time)
  • Wheelchair users may be requested to travel in the Guards compartment because of access restrictions on the Class 121 train which normally runs on the short journey between Cardiff Queen Street and Cardiff Bay.

For information about station services and facilities, you can search for your station on the National Rail Enquiries website.