FAQs

Frequently asked questions

Can I use public transport? 

You can, but the current guidance from the Welsh Government is to stay at home and only travel if your journey is essential

Public transport should only be used by keyworkers and for essential reasons, if you have no other alternative.

You can view the Welsh Government’s guidance here.

If you travel into  another part of the UK, you’ll need to follow the relevant guidance in place  for EnglandScotland or Northern Ireland.

Please be a responsible traveller and follow our Travel Safer guidance when using public transport for essential journeys.

Find out the latest timetable information for: 

Travelling by train

Travelling by bus

What do you mean by ‘essential’ journeys?

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

  • to go to work if you can’t work at home. Please work at home if you can
  • to go to school, college or for education 
  • for essential shopping or medical needs 
  • to provide essential care
  • to escape a risk of illness or injury, such as for victims or people at risk of domestic abuse

Click here for more information.

 

Are there restrictions on travelling overseas?

Travel abroad is only allowed if you have a reasonable excuse, such as for essential work. You can find out more details here.

How can I find out when public transport is running?

We’re committed to keeping the public transport network moving as safely as possible with extra cleaning and safety measures in place. 
Please plan ahead and always allow extra time for your journey and double check journey details before you travel.

We’ve recently released our brand-new Capacity Checker, which you can access for from most mobile devices. It provides real-time information on our train services. You can find out more details here.

Find out the latest timetable information for: 
Travelling by train
Travelling by bus
 

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.

 

What can I do to help?

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

 

Stay at home unless travel is essential and don’t use public transport if you’re unwell, however mild your symptoms  

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, keep your distance, wash your hands or use hand sanitiser and please 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 journey?

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

 
Plan your journey

  • Is my journey essential?
  • 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:

  • Face covering unless you're exempt
  • A plan for my journey 
  • Contactless payment card
  • Phone (if needed for travel updates, tickets, contactless payments)
  • Tickets
  • Hand sanitiser 
  • Essential medicines  
  • Tissues

 

What advice do you give to travel safer?

If you intend using public transport please be a responsible traveller to help keep you, your fellow passengers, and our staff as safe as 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
•    keep your distance from people outside your household wherever possible 
•    avoid physical contact and keep the time spent near others as short as possible 
•    face away from people outside your household 
•    avoid touching surfaces onboard as much as possible 
•    avoid eating onboard, if possible


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. 

 

I live in Wales, can I still use public transport to get to my place of work in England?

Yes, you can. Travel to and from England for essential purposes, such as to go to work if you’re unable to work from home, for education or to provide essential care, is allowed.

You’ll need to follow the UK Government’s guidance when you’re travelling in England and the Welsh Government’s guidance when you’re travelling in Wales.

Please check with your public transport operator before you travel as services in and out of England may be affected.
 

My journey to work in Ireland goes through Wales, is this still OK to do?

Yes, it is. Travelling through Wales to get to your destination is allowed for essential journeys, such as to go to work if you’re unable to work from home, if there are no other options available to you. This also applies if you’re using public transport services.

Please make sure to follow the UK Government’s safer travel guidance for parts of your journey that are within England and the Welsh Government’s guidance for the parts that are within Wales. Please also check the advice for using public transport in Ireland.

Please check with your public transport operator before you travel as services in and out of England may be affected.

My children go to school across the border, can I continue to take them on public transport  to travel to and from England? 

Yes, you can. Travel to and from England for essential purposes, such as to go to work if you’re unable to work from home, for education or to provide essential care, is allowed.

You’ll need to follow the UK Government’s guidance when you’re travelling in England and the Welsh Government’s guidance when you’re travelling in Wales.

Please check with your public transport operator before you travel as services in and out of England may be affected.

.

My school is in Wales, but I live in England, am I allowed to continue to use public transport? 

Yes, you’ll be allowed to travel to Wales by public transport for education.

Travel to and from Wales for essential purposes, such as to go to work if you’re unable to work from home, for education or to provide essential care, is allowed.

You’ll need to follow the UK Government’s guidance when you’re travelling in England and the Welsh Government’s guidance when you’re travelling in Wales.

Please check with your public transport operator before you travel as services in and out of England may be affected.

 

My family live in England, can I travel by train to see them?

The Welsh Government’s current guidance is to stay home unless you have a reasonable excuse, such as to go to work if you can’t work from home, for education, to provide essential care or for essential shopping or medications.

It’s also important to note, that under current guidance, you can form a support bubble with only one other household. This household can be across the border in England; however the Welsh Government recommends that support bubbles are formed locally where possible. The Welsh Government is asking that people think carefully about possible alternatives before forming support bubbles which would require extensive travel or travel into areas outside Wales with very high incidence of coronavirus.

 

I provide essential care to my parents who live across the border, is it OK for me to continue to use the bus to help them?

Yes, you’ll be allowed to travel to provide essential care.

Travel to and from England for essential purposes, such as to go to work if you’re unable to work from home, for education or to provide essential care, is allowed.

You’ll need to follow the UK Government’s guidance when you’re travelling in England and the Welsh Government’s guidance when you’re travelling in Wales.

Please check with your public transport operator before you travel as services in and out of England may be affected.

 

 

I live close to the border, can I cross into England to go to the shops?

This is allowed if you need to buy essential items such as food, medical supplies or products for the upkeep your own home or the home of a person you care for. The Welsh Government advice it to stay local to your home whenever possible when shopping for essential items.

You’ll need to follow the UK Government’s guidance when you’re travelling in England and the Welsh Government’s guidance when you’re travelling in Wales.

Please check with your public transport operator before you travel as services in and out of England may be affected.

 

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

If you need assistance when making essential journeys, 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.  

 

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, at stations, on platforms, in waiting rooms and in train station car parks 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. You can find information about our new personalised exemption note scheme here.

You can also view and print the Welsh Government's exemption card here. You can use this card to show that you are exempt from wearing a face covering. This is a personal choice and is not necessary in law.

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.

Face coverings: frequently asked questions

 

How are you making sure that all your passengers are following the social distance rules on trains, and wearing a face covering?

We’re working with the British Transport Police (BTP) to increase the onboard security presence on our trains. We’ve also invested in extra security at some of the busier stations.

 

The safety of customers and colleagues is our top priority. Since 27 July, we’ve deployed the 3E approach of engage, explain and encourage to help promote the benefits of wearing face coverings and how it will help reduce the spread of coronavirus. This helps us to keep everyone safe who uses our services

 

We’re not seeing the levels of compliance on our services in all areas, so we’ve had to make the tough decision for the safety of our customers and colleagues to move to step up our enforcement activity.

 

In partnership with the BTP, we’re refusing travel for people who are not respecting the rules in place. This has resulted in some travellers being asked to leave the train at stations before their intended destination and even fined, and this will continue where necessary.

 

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. Passengers must wear a suitable face covering onboard public transport, unless you’re exempt from doing so.


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

 How to make a 3-layer face covering

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

Whilst some of the essential shops near the train and bus stations may sell face coverings, you must wear a face covering before you enter the station car park, platform and get onboard 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 needn’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 appropriately 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.  

Does my child need to wear a face covering on dedicated school or college bus?

Face coverings should be worn on dedicated school and college transport for learners in year 7 and up.

Your child’s school should have confirmed the arrangements in place for school transport, which includes advice on face coverings. If you have any queries, please get in touch with them or your local council. 

Please note that a child or young person aged 11 or over who is travelling on ordinary public transport will also need to wear a face covering. For more information, see the Welsh Government’s guidance here

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. You can also view and print the Welsh Government's exemption card here. You can use this card to show that you are exempt from wearing a face covering. This is a personal choice and is not necessary in law.

 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, disability 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. You can also view and print the Welsh Government's exemption card here. You can use this card to show that you are exempt from wearing a face covering. This is a personal choice and is not necessary in law.  

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, disability and breathing difficulties.

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 need to wear a face covering while waiting for a train?

You’ll need to wear a face covering while at stations, on platforms or in waiting rooms. You’ll be expected to follow the physical distancing guidance and make sure your hands are clean before you board public transport.

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. 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. 

Please only use a Taxi for essential journeys.

 

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?

Yes, public transport staff are expected to wear a face covering in all public areas, unless they’re exempt from doing so.

You can view the Welsh Government’s full list of exemptions here. You can also view and print the Welsh Government's exemption card here. You can use this card to show that you are exempt from wearing a face covering. This is a personal choice and is not necessary in law.

 

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

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; do I need to wear a face covering? 

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. 

 

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.
 

Is there a track and trace system in place on public transport, like in restaurants and cafés?

This is currently not available on public transport, but we’re continually reviewing operations. We’re encouraging people to avoid travelling if they’re feeling unwell or if they’re show any signs of symptoms, however minor. It’s also important that all passengers follow the guidance in place, including wearing a face covering, to help reduce the spread of the virus. 
 

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 level of train services are you currently running?

From Monday 25 January, we’ll be running a reduced timetable across our rail network to help maintain the safety those travelling for essential purposes and our staff.

Please plan ahead and use our capacity checker if you need to make an essential journey by train.

 

Why are you reducing the amount of trains that you’re running?

We’re reducing the number of services that we’re running to support the Welsh Government’s public safety priority, which aims to reduce the number of people travelling. This will help us to keep passengers and staff safe, but still means we can provide a good service for key workers and those who need it for essential journeys.

 

What level of bus services are running?

If you need to make an essential journey by bus, please check your local bus operator’s website for more information. You can find a list of the local operators here.

 

Is there a booking system in place to pre-book seats on public transport?

We’re currently exploring solutions to allow more pre-booking of services to help support social distancing on our trains, and that we will provide updates in due course. 

In the meantime, you can use our TfW capacity checker to understand demand in your area.

We're working hard to make sure you can travel as safely as possible. We're currently calculating capacity on your chosen journey based on data from the previous week and not using real-time data. We’re working hard to improve our capacity checking service as soon as we can.

You can view the capacity checker here https://tfwrail.wales/planning-ahead/how-busy-is-my-train

Our new fflecsi service is a new pilot service working in partnership with local bus operators and local councils, it replaces a number of scheduled bus services. Please check the website for more information.

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 maintain  physical distancing. fflecsi also allows you to choose when you want to travel.

 

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

Yes, My Travel Pass continues to be accepted for travel.

Public transport should only be used for essential journeys, but travelling to and from school, college or university is classed as an essential journey. Please be a responsible traveller to help keep you, your fellow passengers and our staff as safe as possible:

•    wear a suitable face covering unless you’re exempt

•    keep your distance from people outside your household wherever possible

•    avoid physical contact and keep the time spent near others as short as possible

•    face away from people outside your household

•    avoid touching surfaces onboard as much as possible

•    avoid eating onboard, if possible

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.

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. If you have a valid Concessionary Travel Pass the same terms and conditions apply.

You should only use public transport for essential journeys, such as to go to work if you’re unable to work from home, for education or to provide essential care, is allowed.

Please be a responsible traveller to help keep you, your fellow passengers, and our staff as safe as possible:

•    wear a suitable face covering unless you’re exempt

•    keep your distance from people outside your household wherever possible

•    avoid physical contact and keep the time spent near others as short as possible

•    face away from people outside your household

•    avoid touching surfaces onboard as much as possible

•    avoid eating onboard, if possible

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. If possible, 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 companion is from the same household or part of your support bubble if you live alone, they’ll be able to travel with you. If your companion is not part of your household or support 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 for essential journeys, 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?

The Welsh Government’s current guidance is to stay at home unless you have a reasonable excuse, and to only make essential journeys.

We’re encouraging people, wherever possible, to use active travel for short, essential journeys to help reduce pressure on public transport.

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

Car share should only happen for essential journeys where all the passengers are from the same household or part of your support bubble.

If you usually share a car with someone who doesn't live in the same household as you and they're not part of your support bubble, please consider a different way of travelling such as walking, cycling or public transport.

If there's no other option but to share a car with someone outside your household and supportl bubble, 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

 

How will I able to physically distance on public transport?

The coronavirus has changed the way we travel. We’re doing our best to maintain physical distancing across the public transport network, but you can also help us by being a responsible traveller to help protect yourself and others:

•    plan ahead

•    wear a face covering unless you're exempt

•    follow our Travel Safer advice 

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 or social bubble at follow our Travel Safer passenger charter guidelines.

 

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.

 

Can I take my bike on public transport?

You can, but 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. 


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
 

 

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

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

 

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?

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

Please check before you travel as TfW will be running a reduced number of rail services and some services may also change or be cancelled at short notice.

Rail services from Wales to England or those operated by TfW in England will not change.

 

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?

Non-essential shops will be closed at stations. 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

Please check before you travel as TfW will be running a reduced number of rail services and some services may also change or be cancelled at short notice.

Rail services from Wales to England or those operated by TfW in England will not change. 

If you need to make an essential journey between Wales and England, please remember that different regulations and guidance may be in place in the different countries of the UK.  You must follow this guidance.

You can read the Welsh Government’s guidance here.

 

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. 

 

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’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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