FAQs

Frequently asked questions

Can I use public transport? 

You can, there are no restrictions on travel in the UK, but the Welsh Government is asking everyone to think carefully about: 

•    the journeys you make 
•    the people you meet
•    travelling to areas where the coronavirus incidence rates are high 

You can view the Welsh Government’s guidance here.

If you don’t live in Wales, please make sure you check your local government guidance before you travel.

Please help protect yourself and others by being a responsible traveller:  

•    plan ahead and make a reservation if it’s available
•    wear a face covering unless you're exempt
•    follow our Travel Safer advice 

Please don’t travel if you’re feeling unwell. 

 

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?

To help us keep the network as safe as possible, we need your help. You can make a big difference by following this essential travel checklist;

  • Don’t travel if you’re unwell or showing mild symptoms
  • Plan your journey – use our handy Capacity Checker to check what time is best to travel for you
  • Clean hands – wash or sanitise regularly, especially before and after boarding
  • Cover up – wear a face covering at all times, unless you’re exempt
  • Keep your distance – leave space between you and anyone who is not from your household or social bubble, if you can, but recognise this isn’t always possible
  • Respect – always show it to other travellers and our colleagues
  • Active travel - could you walk or cycle to your destination?

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

 

Are there travel restrictions for travelling outside Wales to other parts of the UK?

No, but the Welsh Government advises that you should avoid travelling to areas with high prevalence of coronavirus, if you can.

You can view the latest guidance on travelling outside of Wales here.

You’ll need to follow the guidance for EnglandScotland and Northern Ireland when travelling in those areas.

 

Will services be very busy over the summer holidays?

Yes, we’re expecting some destinations will be more popular at certain times than others, especially if the weather is good.

If you’re concerned about social distancing, please consider locations that may not be as popular during busy periods. When you’ve decided on your location, please make sure you plan your journeys in advance and pre-book your tickets if you can.

Do you need some inspiration or ideas of where to go this summer? There’s never been a better time to explore our own homeland, and our partner Visit Wales has lots of information on holidays, short breaks and wonderful weekends in Wales, here.

 

How are you making sure there’s social distancing on your services?

We’re continuing to work around the clock to deliver all our safety commitments, which includes enhanced cleaning on all our trains and stations, using all our available carriages and making sure all our passengers are wearing face coverings, unless they’re exempt. 

We’re also continuing to work closely with the British Transport Police (BTP) to keep the network safe. You can contact BTP directly on 0800 40 50 40 or you can discretely text them on 61016.  

Whilst we’re continuing to do everything we can to help you maintain social distancing, on some busy services, social distancing is not always possible, so we’re asking everyone to be patient, be sensible and be respectful at all times. If you think a service is likely to be busy and you may be concerned about social distancing, please consider our practical advice on what you can do:

  • Continue to work from home if possible
  • Walk and cycle if you can
  • Be flexible - try to avoid the peak commuting times and don’t leave it to the last train home
  • Plan ahead by using our capacity checker to find trains with more space.
  • Some routes have longer intercity services serving them, so consider changing your plans to use trains with more carriages.
  • Buy tickets and reserve a place on your preferred train well before the day of travel.
  • Buy and use contactless tickets wherever possible.     
  • Respect the space of our colleagues whilst they’re working to keep you safe.
  • Move down the train, don’t congregate in the doorway and use the window seat leaving the aisle seat free.
  • Remember that some passengers can only use some parts of the train, such as wheelchair accessible spaces, so keep them free where you can.
  • Wear a face covering (unless exempt), and help us keep windows open on trains where they do open. But don’t worry, trains without openable windows have ventilation too.
  • Face away from people outside your household
  • Children should be accompanied by a responsible adult or carer and also follow social distancing wherever possible
  • Continue to follow our Travel Safer advice

 

How can I find out when public transport is running?

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.

You can find  the latest timetable information by following the links below: 
Travelling by train
Travelling by bus

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

 

What is the Capacity Checker?

Our Capacity Checker tool tell you which trains are often full and which ones have plenty of seats available, helping you to plan ahead and decide what time is the best for you to travel.

You can find out more here.

 

Will you be challenging passengers on their reason for travel?

No, there are no travel restrictions in Wales or between Wales and the rest of the UK.

It’s important to remember that different travel rules may apply for other parts of the UK. You’ll need to follow the guidance for EnglandScotland and Northern Ireland when travelling in those areas.

We’re continuing to work closely with our security partners and the British Transport Police to make sure we’re able to keep our customers safe and they’ll always step in if they need to help us manage excess demand safely.

 

Can I travel  abroad?

The Welsh Government advises against travelling abroad, unless for essential purposes. You can view the latest rules for foreign travel to and from Wales, here.

 

Can I  pre-book my seat on the train?

We’re encouraging passengers to make a reservation by pre-booking tickets on all available routes and using our capacity checker.

You don’t have to make a reservation to travel and pre-booking isn’t available for all routes at the moment. Making a reservation will help us keep the network as safe as possible by managing passenger numbers on the network.

You can find out more about booking your ticket here. This includes tickets for bus replacement services.

For bus services, please check with your local operator.

 

Can I sit with my friends on the train?

In line with the government’s guidance, we’re advising passengers who are not from the same household or from the same social bubble to follow the social distancing safety measures in place whilst they’re onboard and at stations. 

 

I don’t need to commute everyday anymore, what’s the best ticket to buy to help me save money?

If you're working from home more and travelling to work less, save money with Multiflex train tickets. With 12 single journey tickets that can be used in either direction between your chosen starting and destination stations, this ticket is ideal for part-time workers and those who now spend less time working from the office.

Multiflex gives you 12 single journeys for the same price as 5 returns, offering amazing flexibility and really low fares. 

Valid for 3 months after purchase, our Multiflex tickets are completely contactless. Buy Multiflex tickets on our app or website, and your tickets will be automatically downloaded onto your app account. All you have to do is activate your ticket before each journey.  

You can find out more here.

 

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

Yes, you can. 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. You can find details on Traveline Cymru’s website here.

 

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 on0800 40 50 60 or by texting 60106.. 

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. 

 

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 the Welsh Government’s guidelines. Heavily used areas such as tables, handles and anywhere passengers may regularly touch are regularly and thoroughly cleaned, this includes station areas.

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

 

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

Yes. 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.

Please continue to keep to the social distancing measures in place.  If you’re showing any symptoms of the coronavirus, please don’t travel. You can read the latest guidance here.

Face coverings: frequently asked questions

 

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

If you’re exempt, you can find out more and apply for our exemption note 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.

You can find out more about our exemption note here.

 

Do I still need to wear a face covering if I've had the Covid vaccine?

Yes. Public health guidance is that you may still be able to spread the virus even if you don’t have any symptoms. So, all passengers, unless they’re exempt, will need to continue to wear a face covering on public transport even when they’ve had the vaccine.

 

Do I need to have had a negative test to travel?

No, you don’t need to take a Covid test to travel on public transport, but please don’t travel if you’re feeling unwell, even if you’re showing minor symptoms. 

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

If you’re showing symptoms, please follow the latest government guidance here.

 

Do I need to have had a vaccine to travel on public transport?

No, you don’t need to have had a covid vaccine to travel on public transport in the UK, but 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

Please don’t travel if you’re feeling unwell, even if you’re showing minor symptoms. 

 

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. 

 

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

We’re continuing to do everything we can to help you maintain social distancing, with safety measures in place across the network. However, on some busy services, social distancing is not always possible, so we’re asking everyone to be patient, be sensible and be respectful at all times. If you think a service is likely to be busy and you may be concerned about social distancing, please consider our practical advice on what you can do to help:

  • Continue to work from home if possible
  • Walk and cycle if you can
  • Be flexible - try to avoid the peak commuting times and don’t leave it to the last train home
  • Plan ahead by using our capacity checker to find trains with more space.
  • Some routes have longer intercity services serving them, so consider changing your plans to use trains with more carriages.
  • Buy tickets and reserve a place on your preferred train well before the day of travel.
  • Buy and use contactless tickets wherever possible.     
  • Respect the space of our colleagues whilst they’re working to keep you safe.
  • Move down the train, don’t congregate in the doorway and use the window seat leaving the aisle seat free.
  • Remember that some passengers can only use some parts of the train, such as wheelchair accessible spaces, so keep them free where you can.
  • Wear a face covering (unless exempt), and help us keep windows open on trains where they do open. But don’t worry, trains without openable windows have ventilation too.
  • Face away from people outside your household
  • Children should be accompanied by a responsible adult or carer and also follow social distancing wherever possible
  • Continue to follow our Travel Safer advice

We’re continuing to work 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. We continue to deploy 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.

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.

You can contact BTP directly on 0800 40 50 40 or you can discretely text them on 61016.

 

Why are you still not running 100% of services?

We’re still running less train services at the moment, but it’s important to stress that all of our trains are in use. The reasons why there’s still a reduction in services compared to pre-lockdown is due to:

  • a lot of our train services need to run with more carriages than normal to allow for better social distancing
  • we also need a little longer than usual to carry out our enhanced cleaning regimes 
  • our staff numbers continue to remain lower than normal due to covid-related absences, which means we’ve less of our people available to run our services

On peak time services, we’re currently operating at around 90% of the pre-covid timetable.

We’re continuing to work closely with the bus operators, the Welsh Government and local authorities to increase services that are most needed.  Additional funding has been made available to bus operators so that they can ramp up services to coincide with people returning to places of work, such as in the retail and hospitality sectors, and the re-opening of schools and colleges.

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.

 

Do you know when services will return to 100%?

Not yet. There isn’t a definite date at the moment.

The safety of our customers and our colleagues remain our top priority and our timetables have continued to be adapted to best support as many key workers as possible who rely on public transport to get to and from work.

We’re slowly phasing in additional rail services as we return towards a full timetable. We’re continuing to review the timetable based on passenger data, the Welsh Government’s guidelines and changes to the wider UK rail timetable.
 
Our advice remains that people should carefully plan their journeys and avoid travelling at busier times where possible.

 

Why can’t you just put on extra trains or buses?

Trains

We’re currently using extra capacity wherever possible.  All of the trains that we’ve available are being run on our services.

A lot of our train services need to run with more carriages than normal to allow for better social distancing onboard, and we need a little longer than usual to carry out our enhanced cleaning regimes to make sure we’re following government guidelines.  

Our staff numbers continue to remain lower than normal due to covid-related absences, which means we’ve less of our people available to run our services.

Buses
Bus operators are currently using extra capacity wherever possible. They’ve prioritised increasing services based upon the Welsh Government’s key priorities:

  • supporting learners’ return to school or college
  • increasing frequencies where demand exceeds capacity
  • enhancing social inclusion through improving accessibility to jobs and services improves across our regions and communities

 

Why can’t you put on rail replacement buses instead?

We’ve sourced over 70 buses to support with schools and college students returning, there’s currently no buses available to increase capacity generally on the network.

We also need some buses to be on standby for unplanned disruption.

We’re continuing to review the situation closely.

 

Is it true that there’s not enough staff to run a full service on train services?

This is one of three main reasons why we’re unable to run a full timetable at the moment.  

Our staff numbers continue to remain lower than normal due to covid-related absences, which means we’ve fewer of our people available to run our services.

The other two reasons are:

  • a lot of our train services have to run with more carriages than normal to allow for better social distancing
  • we also need a little longer than usual to carry out our enhanced cleaning regimes

 

Why are you skipping some train stations?

The safety of our customers and colleagues is our top priority. We made the difficult decision to temporarily remove calls at stations from the timetable following risk assessments that were carried out at all stations. These assessments identified that, due to the length of station platforms or curvature of the platform, it wasn’t possible to operate two train doors at this station.
 
This temporary safety measure has been put in place to maintain a safe distance between our conductors and our customers, as we continue to deal with the challenges presented by the pandemic.

You can find out more information here.

 

Why can’t you use more carriages on the busier trains?

The safety of our customers and staff remains our top priority. A lot of our train services are running with more carriages than normal to allow for better social distancing, and we’re working with the British Transport Police to increase the onboard security presence on our trains.

We’re managing the capacity at stations, wherever possible, but not all our stations are manned. To help keep the network as safe as possible, we’re asking passengers to play their part by following our Travel Safer guidance.

We’re closely monitoring changes in customer demand, which includes monitoring CCTV footage, in order to inform any change to services across the network. 


Why are trains fares increasing when there’s still a reduced service?

We’re continuing with our investment programme to transform rail services in Wales and the Borders.

The customer experience is at the heart of our decision-making process and since taking over the service in October 2018, we have introduced a number of fares initiatives aimed at making rail travel more affordable, including reducing fares by 10% in North Wales, reducing fares in the South Wales Valleys by 12.5% and making rail travel free for under-11s and off-peak rail travel free for under-16s, as well as increasing the number of cheaper Advance fares available for long-distance journeys. We have additional improvements to fares that we’re developing, and we’ll announce next year.

Rail fares help us to fund our investment as affordably as possible for both rail passengers and taxpayers. Any investment will provide faster journeys, more frequent services, brand new rolling stock and station improvements throughout the Wales and Borders network. We’re aligning ourselves with the current Department for Transport (DfT) position of increased regulated fares from 1 March 2021, helping keep fares simple for people travelling between Wales and the rest of the UK rail network.

 

How is the network coping now that school children and students are back using the services?

We planned for the reopening of schools and colleges in great detail. We’ve been able to identify key areas of increased rail usage, which is mainly focussed in the morning and mid-afternoon. In these instances, we’ve been able to provide additional road transport, some of which is also available to the general public.

However, we’re encouraging pupils and students across Wales and the Borders to act responsibly when travelling by following our Travel Safer guidance. We’ve issued this guidance to local authorities and relevant schools and colleges where demand on public transport is high.

We’re also encouraging general public transport users to try to avoid non-essential journeys around the start and end of the school day, wherever possible. This will help make sure we have enough capacity for our young travellers.

We’ve also been working closely with the Welsh Government and local councils to support the return to school and college. You can find out more on our website here.

 

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

With reduced capacity on the public transport network, due to social distancing, we’re encouraging people, wherever possible, to use active travel for short 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 or call their Freephone number 0800 464 00 00. 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 here.

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.

 

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

If you do experience any anti-social behaviour, please notify one of our colleagues as soon as possible.  We’re also continuing to work closely with the British Transport Police (BTP) to keep the network safe. You can contact BTP directly on 0800 40 50 40 or you can discretely text them on 61016.

 

What is the new fflecsi service?

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.

Safety is our top priority, 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.

The pilot service is proving to be working well and is currently being piloted in:

  • Blaenau Gwent
  • Cardiff north
  • Conwy
  • Denbigh
  • Newport
  • Rhondda 
  • Pembrokeshire
  • Prestatyn

There are also plans to roll out the service to other areas, including:

  • Flintshire
  • Newport expansion

The fflecsi service runs throughout the week and allows you to choose when you want to travel. 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.

 

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:

  • 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?
  • If I am travelling across border to another country in the UK, have I checked their travel regulations?

 What you should take with you:

  • Face covering unless you're exempt. You can find out more about our exemption note here
  • 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?

To help us keep the network as safe as possible,you can make a big difference by following this essential travel checklist;

  • Don’t travel if you’re unwell or showing mild symptoms
  • Plan your journey – use our handy Capacity Checker to check what time is best to travel for you
  • Clean hands – wash or sanitise regularly, especially before and after boarding
  • Cover up – wear a face covering at all times, unless you’re exempt
  • Keep your distance – leave space between you and anyone who is not from your household or social bubble, if you can, but recognise this isn’t always possible
  • Respect – always show it to other travellers and our colleagues
  • Active travel - could you walk or cycle to your destination?


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 set off to travel.

 

Can I use the train to get to the beach resorts?

Yes, you can..There are no travel restrictions in place, but the Welsh Government’s guidance advises that people should avoid travelling to areas with high prevalence of coronavirus if you can.

Some destinations will be more popular at certain times than others, so if you’re concerned about social distancing, consider locations that may not be as popular during busy periods. When you’ve decided on your location, please make sure you plan your journeys in advance and pre-book your tickets if you can.

You’ll also need to follow the guidance for EnglandScotland and Northern Ireland when travelling in these areas.

 

Can I take the bus to go camping in Scotland?

Yes, you can.There are no travel restrictions in place, but the Welsh Government’s guidance advises that people should avoid travelling to areas with high prevalence of coronavirus if you can.

Please contact your bus operator to find out what they’re latest safety guidance is before you travel. You’ll also need to follow Scotland’s guidance whilst you’re staying there.

 

Am I allowed to take a suitcase on the train?

You can, but space on public transport continues to be very limited due to social distancing measures in place, so please try to limit the amount of non-essential  baggage you bring onboard.

 

Can I take my bike on the train?

You can, but space on public transport continues to be very limited due to social 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.

 

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

Yes, you can, there are no travel restrictions in place, but the Welsh Government’s guidance advises that people should avoid travelling to areas with high prevalence of coronavirus if you can

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

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

 

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

Yes, you can. 

If they’re over the age of 11, they’ll need to wear a face covering, unless they’re exempt. They’ll, like you, also need to follow the bus operator’s safety guidance in place.

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

 

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

Yes, you can, there are no travel restrictions in place, but the Welsh Government’s guidance advises that people should avoid travelling to areas with high prevalence of coronavirus if you can.

The current Welsh Government guidance on meeting with others is available here.

You can find guidance on meeting with friends and family in England here

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

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

 

I live in England and I want to travel to my holiday home in Wales, is this OK?

Yes, you can. There are no travel restrictions for travel across the UK. You’ll need to follow the guidance for England or Wales when travelling in either area.

 

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  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?

If they’re over the age of 11, yes, they’ll need to wear a face covering on the bus or the train, unless they’re exempt. Children under the age of 11 needn’t wear a face covering.

Please make sure they’re wearing an appropriately sized face coverings to make sure it 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.  

You can find out more and apply for our exemption note here.


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

If they’re over the age of 11, they’ll need to wear a face coverings  on dedicated school and college transport, unless they’re exempt..

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. 

Over 11s travelling on  ordinary public transport will also need to wear a face covering. For more information, see the Welsh Government’s guidance here

You can find out more about travelling on school transport here.

 

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

No, your wife won’t 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 find out more and apply for our exemption note here.

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 find out more and apply for our exemption note here. You can use this note 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.

 

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

Yes, 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 queries.  

 

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 cases 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. 


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.  

 

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

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

Please check with your bus operator for their latest safety guidance.

Find out the latest timetable information for: 

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  social 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 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.

Please contact your bus operator for their latest safety guidance.

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 social bubble, they’ll 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’ve 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.

 

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

Car share should only happen for journeys where all the passengers are from the same household or part of your social 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 social 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 social 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 here

 

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 a pushchair on public transport?

Yes, pushchairs can be taken on board. However, space is very limited due to social distancing measures. 


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

Space is very limited due to physical distancing measures. We’d advise not to travel with additional and non-essential items, wherever possible. 

 

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. 

 

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 we’re 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.

Is onboard catering available on the trains now?

Not at the moment, but we’ve started operating a buffet only catering provision on two off our Mark IV services per day during Monday-Friday between Holyhead and Cardiff.

We’re looking forward to welcoming back our full onboard catering service when it’s safe for us to do so.

Will toilets and waiting rooms be open at stations?

Yes, wherever possible we’ll keep waiting rooms and toilets open. However, due to the social 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 we’ll be running a reduced number of rail services and some services may also change or be cancelled at short notice.

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 colleagues 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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