An apology to our customers from the MD of Arriva Trains Wales

We want to take the opportunity to express our regret to customers for the significant disruption that affected our services to and from Cardiff Central on the morning of Tuesday 22nd March.

At approximately 0720, a fault occurred with the electrical supply to Network Rail’s Cardiff signal box. Ordinarily, when this happens, a backup generator kicks in to supply the signalling system. However, when the main supply failed there was a power surge, which in turn affected the connection to the backup generator. Western Power attended promptly to restore power, however the extent of the problem was such that some trains did not start moving again for several hours and the residual disruption continued to affect our services for the remainder of the day.

Many of you may have been left at stations for some time, and we know that some trains were also stopped between signals for up to 2 hours. We apologise for the inconvenience, disappointment and upset that you may have endured during your journey today.

A full investigation is underway with our colleagues at Network Rail, who are responsible for the UK’s railway infrastructure, so that we may understand how this fault occurred and take steps to minimise the chances of such extensive disruption happening again.

If you wish to claim compensation for the delay to your journey, please write to us enclosing your tickets. Pre-printed comment forms are also available from the stations that we serve.

Customer Relations Team
Arriva Trains Wales
Freepost RLTR-HBCR-LLTH
St Mary’s House
47 Penarth Road
Cardiff
CF10 5DJ

Tim Bell
Managing Director
Arriva Trains Wales