Arriva Trains Wales Avis 

I was about to board the 16:25 from Birmingham New street to Shrewsbury, my daily commute on 30/01/2018. As usual the train was disgustingly overfilled (a complaint for a separate occasion). Most carriages were filled right up to the doors. I noticed the final carriage had a fair amount of space by the rear doors as well as down the isle. Aware of this I was about to board (in a rush as there was only a minute left before the train departed) where a rather tall male conductor blocked my path and explained rather rudely that I could not board this section of the train as it was 'full' now I'm no expert in the physics of space in trains but compared to the other carriages this area was by far the emptiest, with there being enough space easily for another 15 people, I explained this to the conductor. But he was having none of it. Concerned by the lack of time i now had due to this rude arrogant man I had no choice now but to run off to somehow find another area with space for me to board. In my frustration of this incident, as I was walking off I shouted 'useless' to which the train manager I had just had my encounter with started screaming 'excuse me' .... 'EXCUSE ME' in my direction. I continued to run to another carriage where I could board, ignoring this man as I was concerned I would not get on the train and I didn't have time to deal with him again. At this point as I was midway between the end carriage he started to run after me. To which I then stopped in shear shock of this action. He then got within
7 inches of my face (somerging I perceive as a servere breach of my personal space), to then go on to scream and spit once again at me asking what I said, to which I replied 'I said useless. He then asked 'do you want to board this train' to which I replied of course. To this response he then walked off obviously feeling that he had asserted his fake authority on me.

Firstly in my response to this incident I should say that never before in my year and a half of daily commuting have I seen anything like this and at the time of writing this and still in shear anger and shock. It was bad enough being told I couldn't board a certain section of train. But to then be chased after, shamed and screamed at is utterly disgraceful. It should be noted that throughout the whole incident I felt extremely intimidated and physically threatened by this individual and am considering reporting this to the police if action is not taken. I volunteer at a reserve military unit and not even in that line of work have I ever been screamed at in the way he did to me. The whole time he demonstrated no customer service skills and made me very very frightened. I have no other choice but travel on your disgusting services daily but having a man like this managing your trains certainly isn't helping you any become any better.

You have put the cost of train tickets up and yet you still can't be on time and gave made me late every week, sort ya act out and stop taking the Michael!

Horrendous!! Dirty, old and slow. Over sold tickets so people stood although they probably managed to stay cleaner than those of us that sat on the manky seats. Never again!!
Paid £150 for two of us to have the privilege of travelling with them as well!!!

Appalling. Three 40 minute delays this week alone and very little in the way of apologies or communication. Sadly a frequent occurrence and if you've made a seat reservation you might as well forget it, they probably won't have placed it. The trains are also often crowded with no available seats, especially at peak times, you'd think they'd prepare. Top top it all off the trains themselves aren't in the greatest condition, I hear quite often of engine failures and faults, and quite a lot have dirty interiors, particularly the trays on the back of the seats. It's a shame I have no choice but to rely on them daily for my commute.

This is a poor company. I have used them around 10 to 20 times in total and the frequency of issues is high. You cannot trust that they will get you from A to B as advertised.

The trains are old and clearly the company has severe capacity issues as many times services are reduced from the usual 4 coaches down to 2.
Bearing in mind that they’re the biggest service from the whole of Shropshire and Wales into Birmingham, this causes severe inconvenience.
The rush hour trains out of Birmingham are consistently packed with standing room only.
They are mostly punctual, though, so one start extra for that.
All in all, I hope they lose the franchise as they’re clearly unfit for purpose.

Staff are nice but service is absolutely shocking. Constantly cutting commuter train services down from 4 coaches to 2 without any explanation, particularly if it's raining so throughout the autumn and winter this is can happen several times a week.

Travelled from Pwllheli to Wellington on 19/06/17.. one of the hottest days of the year. Sweltered all the way to Machynlleth, when the guard asked me where I was getting off. I told him Wellington. He said that I needed to be in back 2carriages as they were separating at Shrewsbury. When I got into the back carriages there was air conditioning!! The guard could see how I was suffering, but never said to move to the other carriages..poor service

Worst company, I have ever dealt with.
Late and cancelled trains, complained and didn't get a reply, very unprofessional staff and old dirty trains.