Customer Relations

Need to get in touch with West Midlands Railway? It couldn’t be easier.

Feeding back on our reduced COVID-19 timetable?

Along with the rest of the country, we're having to make big changes as a result of Coronavirus. We have a dedicated page answering the most common questions (including how to get a refund) at

From 23 March, all train operators are moving to reduced timetables to ensure that vital services can keep running throughout a prolonged Coronavirus outbreak. These have been agreed with the Department for Transport at very short notice and may need adjustments to meet the needs of the key workers they aim to serve.

Please let us know below (select 'timetable changes' in the drop-down menu) - or contact us on Twitter - if anything needs to change, particularly if trains are too busy to allow social distancing or don't run early / late enough for your shifts.

We have a daily meeting structure in place to discuss these issues and will do what we can to resolve them. However, please bear in mind that our employees are subject to the same Government advice as everyone else (including self-isolation), which will inevitably have an impact on what we can and cannot amend.

Looking for a detailed response?

Fill out the form below if you'd like us to get back to you. We aim to respond to complaints within 20 working days, although that can be much quicker at quieter times. If you've lost something, we'll only get back to you if we find it - but we do have a list of other places to try: click here for details.

Just need to let off steam?

Why not complete our 'Always Listening' survey? We share these with our senior management team, and they help us get a better picture of where things are working and where they're not. You won't receive a direct response, but you can be safe in the knowledge that your points will be shared with the decision makers.

Fancy getting more involved?

We have a new team at the top and big plans for 2020 - but we need your help to keep us on track. Join one of our online customer panels to make sure we’re focusing on the things that matter to you.

For more details and to apply online – click here.

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