FAQs

Frequently asked questions about essential travel

Can I use public transport? 

You can, but you should only do so for essential journeys or if it’s your only option to travel. We’re still running reduced services and want to offer people with no alternative means of transport the possibility to travel as safely as possible.

Please help by only making essential journeys on public transport.

How can I find out when public transport is running?

We’re committed to keeping the public transport network moving, to make sure those with no other option can make essential journeys as safely as possible, with extra cleaning and safety measures in place. 

To find out the latest timetable information for: 
Travelling by train
Travelling by bus

Please always allow extra time for your journey and double check journey details before you travel.


Is it safe to travel by public transport?

Yes, provided everyone plays their part. Your safety is our top priority and we’ve made some important commitments to keep you and our people safe during these difficult times.   
 
We promise to: 
 •    prioritise your health, safety, and well-being in all our decisions 

•    keep you informed so you can make the right decisions about your well-being 

•    keep our services as clean as possible and put additional cleaning activity in place

•    enable physical distancing on services and at stations as much as possible 

•    provide our people with extra support to protect them while they’re helping you

Please follow our Travel Safer advice and help everyone have a safe journey.

WATCH – an experience of travelling by train here


What can I do to help?

Travel Safer by agreeing to our simple travel advice during these difficult times. 

  Stay safe – only travel if it’s essential to help those with no other option and don’t travel if you’re feeling unwell
A Avoid busy periods if you have to travel and avoid touching surfaces, buttons, doors, your face and eating while you’re          travelling wherever possible 
F Follow our latest travel advice and keep your distance from others especially when choosing your seat, wash your hands      regularly and wear a face covering
E Exercise while you travel – walk or cycle for short journeys if you can
R Respect our staff and other passengers while you’re travelling 


You can help us by bringing your own hand sanitiser and using it regularly.

Always follow Public Health Wales guidance to help stop the spread of the coronavirus:

  • Catch it - use tissues to catch your cough or sneeze
  • Bin it – dispose of your tissues as soon as possible
  • Kill it – clean your hands as soon as you can

 

What do I need to do before I make my essential journey?

The Welsh Government has created a useful checklist for people to use before they set off on their journeys. 
Plan your journey

  • Do I need to travel by public transport?
  • Can I walk or cycle to my destination?
  • Have I checked the latest travel advice from my transport operator?
  • Have I asked for any assistance I think I may need?
  • Have I booked my travel ticket online or checked if contactless payment is possible?
  • Have I planned my journey to minimise crowded areas and allow for delays?
  • Am I taking the most direct route to my destination?

What you should take with you:

  • A plan for my journey 
  • Contactless payment card
  • Phone (if needed for travel updates, tickets, contactless payments)
  • Tickets
  • Hand sanitiser 
  • Essential medicines  
  • Tissues
  • A face covering 

 

What do you mean by ‘essential’ journeys?

Welsh Government guidance confirms that the following reasons are classed as essential for you to travel by public transport: 

  • to get to and from work, if you can’t work from home or it’s your only means of travelling
  • to get essential food or medical supplies
  • to support someone who is vulnerable if no-one else can do so
  • You can find out more here. Please always think carefully about the times, routes, and ways you travel to help reduce the pressure on public transport, wherever possible. 

 

You should not travel if you’re:

Before you travel, consider if your journey is necessary. Try to reduce your travel. This will ensure the transport network can keep running and allows people who need to make essential journeys to travel. You can reduce your travel by:

 

I’m not a key worker, but I need to get to work, can I use public transport?

You can, but only if your journey is essential or if it’s your only option. Please consider walking or cycling where possible to help us keep the limited space available on public transport for key workers who need to travel to and from work. 

 

Public transport is my only option, what advice do you give to travel safer?

If public transport is your only option, please make sure that you follow the guidance below to help us keep you, your fellow passengers and our staff as safe as possible:

  • keep your distance from people outside your household wherever possible 
  • avoid physical contact and keep the time spent with others within 2 metres as short as possible 
  • face away from people outside your household 
  • avoid touching surfaces onboard as much as possible 
  • avoid eating onboard, if possible
  • wear a suitable face covering, unless you suffer from breathing difficulties, you’re disabled, or your child is under the age of 11 years old

To find out the latest timetable information for:  
Travelling by train
Travelling by bus

Please always allow extra time for your journey and double check journey details before you travel. 

 

Will I have to wear a face covering when I travel on public transport?  

The Welsh Government has confirmed that passengers must wear a face covering on public transport from 27 July to help prevent the spread of the virus to fellow passengers and staff. 

Passengers who needn’t wear a face covering are:
•    children under the age of 11 years old
•    those who suffer with breathing difficulties 
•    those with a physical or mental illness or impairment, or a disability 

You can view the Welsh Government’s full list of exemptions here

Please continue to keep to the physical distancing measures in place and if you’re showing any symptoms of the coronavirus, please do not travel. You can read the latest guidance here

WATCH – an experience of travelling by train here

Face coverings: frequently asked questions
How and when you could wear a face covering to protect those around you .

 

Where can I find out the list of full exemptions for face coverings?

You can view the Welsh Government’s full list of exemptions here

 

Does the face covering need to be a 3-layer one?

No, it doesn’t need to be a 3-layer, but the Welsh Government strongly recommends this type of face covering where possible, as it is by far the most effective in terms of reducing potential spread of coronavirus. You have to wear a suitable face covering onboard public transport, unless you’re exempt from doing so.

How to make a 3 layer face covering
Step by step guide to making a non-medical, 3-layer face covering at home.

 

Will I be able to pick up a face covering from the train station or on the bus?

Whilst some of the shops near the train and bus stations may sell face coverings, you’ll be expected to have a face covering with you before you enter stations or board the bus or train. Transport operators will not be providing face coverings onboard. 

 

Will my children need to wear a face covering on public transport?

Children under the age of 11 shouldn’t wear a face covering.

For children who are over the age of 11, they must wear a face covering unless they are disabled or suffer from breathing difficulties. Please make sure they’re wearing an appropriate sized face coverings to make sure if provides the necessary protection. 

For hidden disabilities, the sunflower lanyard can discreetly show people including staff and fellow passengers that additional help and support may be needed. More information is available here.  
 

Will my child need to wear a face covering on the school bus in September? 

Dedicated school transport is not covered by these rules, as it presents a lower risk of spreading the virus than transport that is open to the general public. A child over the age of 11 who is travelling on ordinary public transport will need to wear a face covering.

 

My wife suffers with dementia, will she need to wear a face covering while travelling?

No, your wife will not need to wear a face covering. The Welsh Government recognises that not all passengers can wear a face covering due to age, disabilities and breathing difficulties. 

For hidden disabilities, the sunflower lanyard can discreetly show people including staff and fellow passengers that additional help and support may be needed. 

More information is available here.  

 

I suffer from anxiety, do I have to wear a face covering?

No, you don’t need to wear a face covering.  The Welsh Government has recognised that some passengers can’t wear face coverings because of the following considerations - age, disabilitiy and breathing difficulties. Sufferers of anxiety are included in the exemptions list. 

For hidden disabilities, the sunflower lanyard can discreetly show people including staff and fellow passengers that additional help and support may be needed. 

More information is available here

 

I have breathing difficulties; must I wear a face covering?

No, you’re advised not to wear a face covering. The Welsh Government has recognised that some passengers can’t wear face coverings because of the following considerations - age, disabilitiy and breathing difficulties.

 

Will I need to wear a face covering while waiting at the bus stop?

No, you don’t have to wear the face covering until you’re getting ready to board the bus. Face coverings are only compulsory whilst you’re travelling on public transport vehicles. You’ll be expected to follow the physical distancing guidance and make sure your hands are clean before you board public transport.

We do advise that you take plenty of time to put your face covering on properly and to avoid touching the front of your face covering while putting it on.  
 

I travel by Taxi, will I need to wear a face covering?

Yes, you’ll need to wear a face covering unless you’re exempt from doing so. Please check with your Taxi operator if you have any further details. 

 

My husband is deaf, will I be able to remove my face covering to communicate with him?

You can, the Welsh Government appreciates that everyone’s situation is different and in these case you’ll be able to remove your face covering if you need to communicate with your husband during your journey.

 

Will I be able to remove my face covering to eat or drink? 

You can remove your face covering to eat or drink, if it’s reasonably necessary - for example, if you’re on a long journey or you have medical needs. 

Please check with your bus or train operator first to check if food and drink is allowed onboard.
 

What if I begin to feel ill while travelling, will I be able to remove my face covering?

You can, if you begin to feel ill and are concerned about your health and wellbeing or you need to take the necessary medication. Please alert a member of staff as soon as possible if you need medical
assistance, please try and keep to a physical distance wherever possible.

If you’re feeling unwell before you begin your journey, we ask that you please don’t travel. 
 

What if I experience anti-social behaviour for not wearing a face covering?

Anti-social behaviour will not be tolerated on our public transport network, and as part of our ‘Travel Safer’ campaign we’re asking everyone to be respectful of one another as well as highlight that not everyone can wear a face covering. But, if you’re exempt from wearing a face covering and you’d like to carry notification to show people just in case, you can find out more information here

Please remember, you don’t have to carry this on you, but it’s there for those who’d prefer to do so.
 

Where can I get a sunflower lanyard from?

For hidden disabilities, the sunflower lanyard can discreetly show people including staff and fellow passengers that additional help and support may be needed. 

More information is available here

 

Will public transport staff have to wear a face covering?

Some may be wearing a face covering and others may not. It’s up to the public transport operator to determine whether their members of staff must wear a face covering and some staff may be exempt. It’s also dependent on their role of duties and how much contact they have with customers, and whether physical distancing can be maintained. If you have any queries, please get in touch with the operator direct.

 

Will I be refused travel if I don’t wear a face covering? 

From Monday 27 July 2020, if you travel without wearing a face covering you could be fined or refused travel. This is not the case for passengers who are advised not to wear a face covering: 

  • children under the age of 11 years old
  • those who suffer with breathing difficulties 
  • disabled people

To avoid this happening, we’re asking that passengers help us by following the latest guidance to keep the transport network as safe as possible for fellow passengers and our staff.

 

What happens if I’m travelling across into England? 

Wearing a face covering is compulsory on public transport in England. You must wear a face covering on our train services in England. You can find out more here

 

What should I do to make sure I’m using my face covering properly?

It’s important to remember that even if your mouth and nose are covered, you can still spread the virus if you’re not washing your hands regularly. So, we recommend that you wash your hands thoroughly before and after you travel and use a suitable hand sanitiser.

When you’re putting your face covering on: 

  • make sure your hands are thoroughly clean
  • avoid touching the front area of your covering 
  • make sure it securely covers your nose and mouth 
  • tuck away any loose ends and material
  • Once you have your face covering on, please avoid touching your face, nose, mouth and eyes at all times, this includes if you’re wearing gloves. 

When taking your face covering off:

  • Avoid touching the front area of your covering   
  • Store it in a plastic bag until you have an opportunity to wash it 
  • Wash your hands thoroughly for at least 20 seconds with soap and water, wherever possible or use a suitable hand sanitiser 
  • If you’re using a single-use face covering or gloves, please make sure you dispose of your waste responsibly and safety, at home if possible. Littering is a crime and puts others at risk, especially key workers such as our refuse collectors and street cleaners.

 

How do I keep my face covering clean?

You can wash most face coverings with the rest of your laundry using your normal washing detergent. Some face covering may have special washing instructions, which should be available from the seller/company at the time you buy it. 

Please make sure you wash your hands thoroughly after you have taken off or handled a used face covering and avoid touching your face and eyes. Please also make sure you clean down any areas where your used face covering may have touched, such a table, chair or kitchen worktop using suitable cleaning products.

 

I need assistance when travelling – am I able to still use public transport?

Yes, in line with government advice, if you need assistance when travelling, staff will continue to provide help, wherever possible, to get you home safely.  Allocated space for wheelchair users remains in place on trains and buses. Guide dogs can continue to travel on public transport with their owners.
 
Due to the impact the coronavirus has had on staffing levels across the transport network, this may limit our ability to operate a full service but the transport industry is committed to continue to do everything we can to help you complete your journey.  

While it is not a requirement to book ahead, we strongly recommend that you call 0333 3211 202 if you’re planning on travelling by train, or please contact your bus operator to discuss your journey as soon as possible or call Traveline Cymru on 0800 464 0000.  

Please only use public transport for essential journeys, wherever possible.

 

Is school transport running?

Please contact your individual school or local council to find out if school transport services are available in your area, and what the plans are for September. 
 

Can I use public transport to take my children to school?

You can, but you should only do so if you have no other option. We’re currently running reduced services on trains and buses and there is less capacity due to physical distancing, so bear this in mind when planning your journey. 

Please consider walking or cycling where possible to help us keep the limited space available on public transport for key workers who need to travel to and from work. 

If public transport is your only option, please make sure that you and your children follow the guidance below to help us keep you, your fellow passengers and our staff as safe as possible:

  • stay 2 metres apart from people outside your household wherever possible 
  • avoid physical contact and keep the time spent with others within 2 metres as short as possible 
  • face away from people outside your household 
  • avoid touching surfaces onboard as much as possible 
  • avoid eating onboard, if possible 
  • wash your hands thoroughly or use hand sanitiser before and after travelling

Wearing a suitable face covering onboard will also become mandatory on public transport in Wales from 27 July.    

You can find out more about physical distancing here

 

Can I use public transport to visit my grandchildren? 

You can, but you should only do so if you have no other option. We’re currently running reduced services on trains and buses and there is less capacity due to physical distancing, so bear this in mind when planning your journey. 
 
Only use public transport for essential journeys or if it’s your only option. Please consider walking or cycling where possible to help us keep the limited space available on public transport for key workers who need to travel to and from work.


With towns and city centre shops back open, can I use public transport to go shopping?

You can, but only if you have no other option. We’re currently running reduced services on trains and buses and there is reduced capacity on trains due to physical distancing, so bear this in mind when planning your journey. 

Only use public transport for essential journeys or if it’s your only option. Please consider walking or cycling where possible to help us keep the limited space available on public transport for key workers who need to travel to and from work. 

 

I’m meeting my friend for a physically distanced catch up; can I use public transport? 

You can, but only if you have no other option. We’re currently running reduced services on trains and buses and there is less capacity on trains due to physical distancing, so bear this in mind when planning your journey. 
Only use public transport for essential journeys or if it’s your only option. Please consider walking or cycling where possible to help us keep the limited space available on public transport for key workers who need to travel to and from work. 

 

Can I use public transport to visit tourist destinations over the summer holidays?

You can, but only if you have no other option. We’re currently running reduced services on trains and buses and there is reduced capacity on trains due to physical distancing, so bear this in mind when planning your journey. 

Only use public transport for essential journeys or if it’s your only option. Please consider walking or cycling where possible to help us keep the limited space available on public transport for key workers who need to travel to and from work. 


Why is there still a limited capacity on public transport?

Capacity on public transport was increased from 5 July to support the easing of the lockdown. However, with the continued need for physical distancing to help prevent the spread of the virus, the number of passengers we can allow on board has reduced significantly. We’re therefore continuing to ask people only use public transport for essential travel or if it’s their only option. This will help reduce the demand on the service and help keep our passengers and staff safe during these unprecedented times. 

To find out the latest timetable information for:  
Travelling by train
Travelling by bus

Please always allow extra time for your journey and double check journey details before you travel. 

 

Can I travel to my job in England on public transport?

Yes, you should only use public transport if it’s your only means of travelling. The public transport network continues to operate a reduced service across Wales and the Borders to help get those who rely on the services to get to and from work. 
You must wear a face covering on services in England, and this will also be the case in Wales from 27 July 2020.

Please check with your transport operator for service timetables. 

Please note, in Wales you should only travel on public transport for essential journeys where you have no alternative.

 

Can I take my bike on public transport as part of my essential journey?

Space on public transport continues to be very limited due to the physical distancing measures in place. Please take advantage of cycle parking facilities at or near our stations where available and avoid bringing bikes onto public transport wherever possible. 


To find out more about the availability of cycle parking facilities at our railway stations, visit https://tfwrail.wales/our-network/stations


Can I take a pushchair on public transport?

Yes, pushchairs can be taken on board. However, space is very limited due to physical distancing measures, we’re advising that you only use public transport if it’s your only option, please consider walking or cycling where possible to help us keep the limited space available on public transport for key workers who need to travel to and from work. 
 

Can I bring my child’s bike or scooter on public transport?

We’d advise not to travel with additional and non-essential items, wherever possible. 

Space is very limited due to physical distancing measures, we’re advising that you only use public transport if it’s your only option, please consider walking or cycling where possible to help us keep the limited space available on public transport for key workers who need to travel to and from work.
 

I'm a student; can I still use My Travel Pass to travel?

Yes, My Travel Pass continues to be accepted for travel. However, we’re advising that you only use public transport if it’s your only option, please consider walking or cycling where possible to help us keep the limited space available on public transport for key workers who need to travel to and from work.  

If public transport is your only option, please make sure that you follow the guidance below to help us keep you, your fellow passengers, and our staff as safe as possible:

•    stay 2 metres apart from people outside your household wherever possible 
•    avoid physical contact and keep the time spent with others within 2 metres as short as possible 
•    face away from people outside your household 
•    avoid touching surfaces onboard as much as possible 
•    avoid eating onboard, if possible 
•    wash your hands thoroughly or use hand sanitiser before and after travelling  
•    Wear a face covering – you must wear one from 27 July 2020 unless you’re disabled or have breathing difficulties

You can find out more about physical distancing here
 
For further advice and guidance or travel updates please download Traveline’s Free App here
 
To find out more about My Travel Pass visit https://mytravelpass.gov.wales

 

Can I still use for my bus pass for travel?

You can, but only if your journey is essential and you have no alternative way to travel. If you have a valid Concessionary Travel Pass the same terms and conditions apply. If you do need to travel, please avoid travelling during the busiest periods of the day, such as the morning or afternoon commute.

You can find out more about concessionary travel here.
 


I have a plus companion bus pass as I need assistance when travelling, will my carer be allowed to travel with me?

If your journey is essential and you need assistance with travelling, your companion, if they’re from the same household or social bubble, will be able to travel with you. If your companion is not part of your household or social bubble, in line with government guidance, we’d ask you to avoid travelling with them for the time being.

If you have any queries regarding your companion pass, please contact your local council to discuss.

When travelling, please present your bus pass when asked by the member of staff.

You can find out more about concessionary travel here.


What forms of travel do you recommend in place of buses or trains?

With significantly reduced capacity on the public transport network, due to physical distancing, we’re asking people, wherever possible, to avoid travelling by bus or train and use active travel for short journeys to help reduce pressure on public transport and allow space to be given to those who have no alternative.

You may have heard the term ‘Active Travel’ being used, this refers to when you make a journey by walking or cycling for a purpose such as travelling to work, to school, to the shops or to bus and rail stations. Walking and cycling has proven health and well-being benefits, so you’ll be getting in your daily exercise while you travel.


Where can I find help on planning my active travel journey?

Help with planning your journey on foot or by bicycle is available through the Traveline Cymru website. You can also download the Traveline Cymru app for free. Alternatively, Google Maps and Komoot offer free journey planning functions that cater for journeys on foot or by bicycle.

Information on active travel routes in your area is also available from your local Council’s website, details of which can be found here.

To check whether you live near the National Cycle Network you can visit the Sustrans website.

Local councils across Wales are also being encouraged to install temporary facilities to make it easier for people to walk and cycle and Sustrans have developed a tool to help you see what’s being implemented in your area here

 

I don’t own a bicycle but would like to cycle, is any help available?

Public bike share schemes, such as Nextbike, are available in a small number of local councils in Wales, where you can hire a bike to get you from a to b. To find out more about Nextbike, and how to stay safe whilst using their service during COVID-19, visit their website https://www.nextbike.co.uk/en/.

If you’re a key worker in Cardiff, you can also now get a free Nextbike membership and further details are available here.

Other local schemes may also be available in your area, please check your local council’s website for further information.

 

I’m not physically able to use Active Travel; can I use my car instead?

Active Travel is actively encouraged, however, for those who are not able to walk or cycle, driving is seen as a practical option for people to use under the current circumstances. 


I don’t drive, but my colleague has offered me a lift into work – is car share allowed?

Car share should only happen when all the passengers are from the same household. If you usually share a car with someone who doesn't live in the same household as you, please consider a different way of travelling such as walking or cycling. 
If your journey is essential, such as travel to work or for a medical appointment, and there is no other option but to share a car with someone outside your household, there are some things you can do to help minimise the safety risks:

  • Keep the number of passengers to a minimum 
  • Keep windows open for good ventilation 
  • Face away from other passengers, wherever possible
  • Vehicle should be cleaned regularly using standard cleaning products with focus on high contact areas, such as door handles


Is Community Transport Association still running its services?

To find out what services are running in your area, please contact the Community -Transport Association (CTA) between 10am – 4pm Monday – Friday, by emailing your query to advice@ctauk.org
More information is also available on their website https://ctauk.org/covid19-guidance

 

Is the fflecsi service available?

fflecsi is our new pilot service working in partnership with local bus operators and local councils, it replaces a number of scheduled bus services to help people make essential local journeys.

The pilot service is proving to be working well and is currently being piloted in  Newport, North Cardiff and from 20 July, the Rhondda. It’s run between 7.30am – 6.30pm.

Safety is paramount, and we’ve designed fflecsi to transport passengers as safely as possible. Knowing how many passengers we’re picking up means we can send the right size vehicle and keep physical distancing.

fflecsi also allows people to choose when they want to travel which means key workers can get to work on time or you can make essential journeys with minimal delay.

There are plans to roll out the service to other areas if the pilot proves popular. Some fflecsi services could continue to run alongside your normal scheduled bus services in the future. 

To find out more download the App or call 0300 234 0300

 

How will I able to physically distance on public transport?

We’re doing our best to maintain physical distancing, but you can also help us by avoiding non-essential travel and travelling off-peak if you have no other way to make your journey.
We know you still need to make necessary journeys and we want you to be able to do this as safely as possible.

We’re working closely with all public transport operators so that you can use public transport as safely as possible – this includes introducing a range of measures, wherever possible:

  • Limiting the number of passengers allowed on buses and trains at one time
  • Physical distanced queuing systems at stations
  • Clear physical distancing markings at stations and on trains and buses, and some local councils may mark up larger bus stop areas
  • Cashless payments
  • Online tickets

Passengers are also asked to follow the latest guidance to help minimise face-to-face contact with people not from their household at follow our Travel Safer passenger charter guidelines.

WATCH experience of travelling by train here.

 

Why can’t you run more trains to help tackle physical distancing? 

Unfortunately, it’s not that simple. We must factor in the safety and availability of public transport staff, as well as the availability of actual buses and trains. 

The reality is that even if we run a full service, the physical distance guidance means that trains and buses will only be able to carry a fraction of the normal number of passengers safely. Since 5 July, we're running more public transport services and we’re also running services with more carriages on trains, where it is possible to do so. 
 
If everyone only uses public transport for essential journeys or when there's no other option available, we’re confident that we’ll be able to continue to support our priority passengers with the safest travel possible. 

 

How can I be sure that public transport services are clean?

Public transport vehicles and trains are continuing to be thoroughly cleaned in line with Welsh Government guidelines. Heavily used areas such as tables, handles and anywhere passengers may regularly touch are regularly and thoroughly cleaned, this includes station areas. 

Keeping frontline staff as safe as possible is also one of our top priorities, and we’re working with public transport providers to make sure staff and passengers are kept as safe as possible.


What cleaning products are being using on public transport?

Extra cleaning measures continue to be in place, and areas which come into close contact with passengers and staff, such as handles, grab rails, ticket machines and arms rests are regularly cleaned using products that are recommended in line with Welsh Government guidance.

 
Will I need to wear gloves when I travel on public transport?

No, you don’t have to wear gloves, it’s a personal choice. We do ask that all passengers continue to follow the government guidance on regularly washing their hands before and after they travel, and please use hand sanitisers where available.

 

Will my temperature be taken before travel?

No, your temperature won’t be taken before you use public transport. If you have a high temperature or if you’re showing any symptoms of the coronavirus, please do not travel.

 

What security measures are in place on public transport?

We’ve a zero-tolerance policy on anti-social behaviour, and we ask that all passengers respect fellow commuters and public transport staff, who are doing their best to offer services during very difficult times. 

We’re continuing to work very closely with the British Transport Police (BTP), who are there to offer support in tackling any criminal incidents on the rail network and help with educating passengers on the importance of following the physical distancing measures.

You can report an incident on the rail network either safely alerting a member of staff or by calling the BTP on 0121 634 5600. 

If you experience problems when travelling by bus, please safely alert your driver who will follow the protocols in place and radio for assistance, where necessary. 

 

What extra support is available for public transport staff?

The safety and well-being of the frontline staff across the public transport network continues to be one of our top priorities. 

We’re working together with the trade unions, safety bodies and other partners to ensure that our people can work safely while helping people who need to travel to get to where they need to be. 

We’ll continue to follow public health and government advice about what public transport staff need to do while their carrying out their work duties. This includes wearing suitable face coverings and other protective equipment, as needed. 


I’d like to change my working hours – how can I plan my journeys?

If you have no other option but to travel by bus or train, we ask that you avoid busy times between 7am – 9am and 4pm - 6.30pm, wherever possible, to help ease pressure on the limited capacity available. 
View the latest timetable details:  
Rail – tfwrail.wales
Bus – traveline.cymru

 

When will the timetables return to normal? 

We don’t know yet. We’re continuing to review and working closely with our public transport partners to run as many services as possible, where we can safely do so and in line with government guidance. 
Please always check journey times before your travel.

Rail – tfwrail.wales
Bus – traveline.cymru

 

Are there any changes to ticket prices? 

No, fares across bus and rail services have not changed. Wherever possible, please book online and use contactless payments. You may need to reserve a seat on some services – this will be made clear when you book your ticket.  


Is ‘contactless’ the only way to pay for tickets?  

No, but it’s the preferred option as it limits the need for social contact. Wherever possible, please buy your ticket online or pay by contactless at the ticket office or when you board your bus.

 

Are the ticket offices open? 

Most ticket offices are currently closed, and enquiries are being redirected to the relevant head offices. However, some ticket offices may be open where there is demand, and physical distancing measures will be in place. Please check with local train or bus operator for more information.

Please buy tickets online before you travel, where possible. This will help avoid any unnecessary contact with other people. 

For rail tickets visit tfwrail.wales

For bus tickets, please visit your local operator’s website or traveline.cymru

 

How far ahead can I search for a journey?  

You won’t be able to view timetables as far in advance as usual, because it’s a continually changing picture. We’re responding rapidly and regularly to evolving government guidance. We’re therefore asking that people check timetables within a week of when they plan to travel.  

For rail travel - tfwrail.wales

For bus travel -  traveline.cymru

 

Can I get a refund on my season ticket? 

Yes. You can find out the details on how you can get a refund at https://tfwrail.wales/ticket-refunds

For refunds on buses, please contact your bus operator directly or visit traveline.cymru 


Will station cafés and shops be open and will there be on board catering?

Not all shops at stations will be open, and those that are able to operate will be following physical distancing rules. There are currently no on-board catering services available.

Guidance issued by the Welsh Government asks passengers to avoid eating while travelling on public transport, wherever possible.  

 

Will toilets and waiting rooms be open at stations? 

Yes, wherever possible we’ll keep waiting rooms and toilets open. However, due to the physical distancing rules, there will be restrictions on how many people can use them at one time. Hand wash and hand sanitiser will be available to use.
 

Where will people wait if there’s major disruption? 

We’re working with the public transport industry to reduce disruption. If there are incidents on the transport network, the relevant transport operator will provide passengers with the latest information and advice via their communication channels to make sure everyone can continue their journey as quickly and as safely as possible. 

To avoid crowds gathering during disruption, please always check before you travel: 

Rail – www.journeycheck.com/tfwrail 

Bus – traveline.cymru

 
What happens if there’s a delay or disruption to services? 

In cases of major delays or disruption, rail replacement buses will continue to be used. If this happens, staff will be on hand to provide you with all the necessary guidance and details and physical distancing measures will be in place, wherever possible.

Where possible, bus operators will arrange for replacement buses to be deployed as soon as possible and offer the right level of support for passengers to keep them safe. Delays will be communicated via their communication channels.

 

Can I still travel by taxi?

Yes, taxi and private hire vehicle companies are still providing services. Please check with your local operator to discuss what services and measures are currently in place. 

Taxi and private hire vehicle operators are likely to have put in place new measures to help with physical distancing and it’s important that you always follow the advice of the driver to help keep everyone as safe as possible. 

Please avoid sharing a taxi with people who are not from your household, wherever possible face away from the driver, and keep the time you spend near other people as short as possible. Please wash your hands thoroughly or use hand sanitiser before and after your journey.

Like with other forms of public transport, please only use for essential journeys.


I’m feeling very anxious and isolated, where can I get support?

We appreciate that these are unprecedented times that have brought stress and anxiety for passengers and staff across the network, we’re doing everything that we can to minimise the risk and make sure everyone that must use the network can travel safe. If you need someone to talk, you can contact one of the charities listed below who offer free and confidential advice 24/7:
Samaritans – www.samaritans.org
Time to Change Wales – www.timetochangewales.org.uk
Mind – www.mind.org.uk

 

My home isn’t a safe place, where can I go for help about domestic violence?

We’ve signed up to the ‘Rail to Refuge’ UK scheme in support of Women’s Aid, which offers to cover the cost of train travel for anyone who needs to flee domestic violence during the coronavirus crisis. 

You can find out more here.

 

Contact us

Thank you for your patience and support. We’re doing everything that we can to be able to respond to the changing guidelines and get back up and running to our normal public transport services as soon as it’s safe to do so. 

For general enquiries relating to public transport, including Bus, Rail, and active travel, you can contact Traveline Cymru
For enquiries relating to Transport for Wales’ rail services, go here.
For enquiries relating to Transport for Wales activities more generally, email contact@tfw.wales 

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