Commuters complain they are being ‘held to ransom’ after train firm keeps 10 per cent of cash from lost wallets


However, later in the day, Arriva Trains Wales responded to widespread backlash by changing its policy and refunding the customer who complained.

David Sidebottom, director at the independent watchdog Transport Focus, said: “The current lost property systems in place are, in many cases, not fit for purpose for reuniting lost property with rightful owners.

“So we’re calling for a centralised database, as well as sensible rules for dealing with lost property across the rail network.

“This includes another look at fees.

“Transport Focus will also working with the new operator in Wales on lost property tracking in the future.”

A spokesperson for Arriva Trains Wales said in a statement: “Our customers’ feedback is really important to us and following recent feedback on this issue we will now be changing our policy with immediate effect. “In this instance we are happy to refund the percentage that was charged to the customer who brought this to our attention.”


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