What passengers really think of Transport for Wales…

What passengers really think of Transport for Wales since it took over Welsh trains

Just 55% of passengers feel they're getting value for money from train operator Transport for Wales.

The national rail survey looks at opinions of passengers about all UK operators.

In the latest Transport Focus figures cover spring, 2019, it was found that overall satisfaction of all operators varied between 77% and 95%.

As far as Transport for Wales , which took over from Arriva Trains Wales, is concerned, it shows that just 82% of passengers said they were satisfied, overall, with the service, and 18% were dissatisfied with the level of overcrowding.

Of those questioned, 49% were satisfied with how the operator dealt with delays.

Colin Lea, from Transport for Wales, reassured passengers that changes were coming which would improve the service.

"We know that our customers deserve more and we are doing all that we can to improve their experience, but it is important to recognise that the findings of the latest National Rail Passenger Survey relate to the winter period, during which time we were faced with significant operational challenges resulting from the difficult weather conditions.

"Despite the difficulties with fleet availability and reliability, our teams continue to work hard with a smile on their faces to improve performance and keep our customers moving while behind the scenes we are busy planning the arrival of our new rolling stock.

"The next two years will bring a step-change in service reliability and availability. The network will be transformed with the arrival of the new fleet and investment in our stations.

"Meanwhile, we continue to focus on delivering the small things that actually make a big difference; for example, the introduction of delay repay which now means that compensation becomes payable after only 15 minutes delay."

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