The latest Rail User Survey by Transport Focus shows a decline in overall satisfaction amongst those taking journeys on Transport for Wales (TfW) services.

The survey asks passengers throughout Great Britain about their experience of rail travel and their level of satisfaction with their most recent journey.

Overall, Transport Focus – the independent watchdog for transport users – has found that overall satisfaction with TfW services has declined in the past year and now stands at 72 per cent. Satisfaction with punctuality, reliability and service frequency has fallen further over the last quarter. TfW now finds itself bottom of all train operating companies on all three measures.

TfW has suffered issues with its fleet of trains and new rolling stock which has been due to go into service has been delayed.  Engineering work on the Valleys Lines out of Cardiff, in preparation for the South Wales Metro will also have played a part.

Transport Focus has spoken about its concerns and has kept a close eye on the performance of TfW, which provides services throughout Wales as well as along the Marches line between Newport and Chester, as well as services from Welsh stations to Manchester, Manchester Airport, Liverpool and Birmingham International.  TfW is a not-for-profit operator owned by the Welsh Government. There have been improvements in some areas of service delivery, but Transport Focus will continue to challenge senior management at TfW as well as the Office for Road and Rail (ORR) to press for action over the key aspects which matter to passengers.

There has been a positive reaction to improvements in Avanti West Coast in recent months with customer satisfaction at 87 per cent, the highest level for more than a year. However, satisfaction with punctuality, reliability and service frequency has improved, though it remains below previous levels.  In Wales, Avanti provides services from London Euston to Holyhead and Wrexham, via Chester.

Nationally, strikes and overtime bans have hampered travelling for more than a year and vital engineering work also brings disruption.  In Wales, ticket office closures are not due to take place.  Despite some additional services and better connections being provided after the May 2023 timetable change, much work remains to be done with many passengers feeling that they are getting a raw deal.