For customers

KPI: Customer satisfaction

We measure customer satisfaction with Wavelength, the rail industry’s customer service monitoring and measuring tool. It measures how satisfied our customers are with their overall journey.

Overview

In Q3 our customer satisfaction increased by over 1 percentage point compared to Q3 2024/25. The customer experience survey was redesigned this year and from this quarter onward we are receiving more comprehensive insights into the customer experience. The updated approach, along with a larger response rate, has provided a more representative view of our customer base, strengthening the reliability of the data.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

We're strengthening our customer insight capability by increasing the reach of our satisfaction survey and relaunching our customer panel to provide more consistent feedback. In parallel, we continue to benchmark performance through the Rail Customer Experience Survey, monitor and respond to Trustpilot feedback, and track our position in the UK Customer Satisfaction Index.

KPI: Complaints per 100k rail journeys

Any expression of dissatisfaction by a customer or potential customer about TfW Rail as a proportion of 100,000 rail passenger journeys.

Overview

Our Q3 average for 2025/26 is 94 complaints per 100k rail journeys. The complaints per 100k journeys has significantly decreased compared to Q3 in period 24/25 which was 117 complaints per 100k journeys.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

We continually review the key issues highlighted by customer complaints, and take actions to improve the customers experience off the back of customer contact. We are working more collaboratively with other areas of the business such as performance and local T network groups to share customer feedback to help drive improvements.

KPI: Rail passenger journeys

The total number of rail passengers who bought tickets across the Wales & Borders network. This includes Core Valley Lines and Wales & Cross Borders.

Overview

Rail passenger journeys increased by 15.5% in Q3 2025/26 compared to Q3 2024/25. The growth in journeys was driven predominantly by travel on the South Wales Main Line and the Welsh Marches routes.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

2. A Resilient Wales

5. A Wales of Cohesive Communities

Forward look

In 2025/26, we aim to attract new customers and continue to grow rail journeys. We'll increase demand by simplifying fares and improving value.

KPI: Core Valley Lines On Time (to 3 minutes)

The percentage of rail services arriving within 3 minutes of the scheduled arrival time across the Core Valley Lines. This is referred to internally as Passenger Time Lost. A weighting is applied to railway stations with the highest volume of customers so delays at higher footfall locations have a greater impact on the measure. For example, delays at Cardiff Queen Street have a greater impact on the percentage compared to Treherbert.

Overview

In Q3 of 2025/26, punctuality on the Core Valley Lines further increased and represented our best period of performance since a major timetable change in June 2024, which increased services.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

We'll shortly introduce more new trains to the Core Valley Lines (including our new Class 398 tram-trains) and make further improvements to our infrastructure. We'll continue to work with Network Rail and Amey Infrastructure Wales to increase punctuality and reduce disruption.

KPI: Wales and Cross Borders On Time (to 3 minutes)

The percentage of rail services arriving within 3 minutes of the scheduled arrival time across Wales and Cross Borders, this is internally referred to as Passenger Time Lost. A weighting is applied to railway stations with the highest volume of customers so delays at higher footfall locations have a greater impact on the measure. For example, delays at Cardiff Central have a higher impact to the percentage compared to Pontypool and New Inn.

Overview

In Q3, punctuality on the Wales and Cross Borders route reduced in comparison to Q1 and Q2 as we were impacted by autumnal weather and extreme storms. Regardless this was significantly improved in comparison to the equivalent period in 2024.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

We'll shortly introduce more new trains across wider routes which will further reduce journey times and improve punctuality on the Wales and Cross Borders network. We will work with our suppliers to improve train availability and reliability. We'll work with Network Rail to improve timetable reliability, reduce people trespassing on the railway and mitigate the impact of other disruptions.

KPI: On-the-day cancellations

The percentage of rail services cancelled on the day across the network as a proportion of the total number of services specified in the daily train plan.

Overview

We've improved cancellations significantly in comparison to Q3 2024/25. This has been facilitated by improving train availability on previously poorly performing routes. We've also implemented contingency plans to improve rapid service recovery of both passengers and trains when things do go wrong.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

On-the-Day Cancellations caused by train shortages will reduce as more new trains are introduced. We are also focusing on strategies that will reduce disruption for passengers in the event of extreme weather, train maintenance and infrastructure issues.

KPI: Pre-cancellations

The percentage of rail services cancelled prior to 10pm the day before operation as a proportion of the total number of services specified in the daily train plan.

Overview

Pre-cancellations were minimal during the quarter. This reflected our careful resource planning, ensuring there were enough Drivers, Train Managers and other safety critical colleagues to operate the timetable. For our Drivers and Train managers, Sundays are now part of their working week, resulting in an improved Sunday service.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

We will maintain the number of Drivers, Train Managers and other safety critical colleagues so that future timetable improvements can be delivered and colleague training for our new trains can take place.

KPI: TrawsCymru complaints per 100k journeys

Any expression of dissatisfaction by a customer or potential customer about TrawsCymru T1, T1C, T2, T3, T6, T10 journeys as a proportion of 100,000 TrawsCymru passenger journeys.

Overview

Complaints per 100k journeys continue to remain at a consistent low level throughout the quarter and follows the trend of the previous financial year. Our communication to customers about delays and disruption has improved significantly and customers are benefiting from personalised travel alerts. We are also working much more closely with operators to manage service levels where road works have an impact.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

In the spring of 2026 we will be launching 30 new vehicles across the Traws Cymru network, which will enhance the customer experience with more services having audio and visual next stop announcements. We will also be implementing our second driver training course which will rolled out across the network which will equip drivers with the skills that will further enhance the customer experience. Our new live customer feedback system has launched and this will enable us to obtain live customer feedback about specific journeys and we will be able to target key areas for improvement based on this feedback.

KPI: TrawsCymru passenger journeys

The total number of passengers carried on the TrawsCymru T1, T1C, T2, T3, T6, T10 routes, this includes the T4 and T5 services as of 31st of August 2025.

Overview

TrawsCymru passenger journeys continue to increase. Our consistent operating model is now embedded, Q3 has seen a 12% increase. This increase will partially be due to journeys made on the T4 and T5 services which were introduced on 31st August 2025. The integration of the T4 and T5 into the TfW TrawsCymru network in September with revised timetables and fares and the early indications are that we are starting to see increased usage of these services.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

2. A Resilient Wales

5. A Wales of Cohesive Communities

Forward look

We'll improve customer experience in the future by introducing new buses and offering more drivers training in customer service skills. We'll use our new customer feedback system to pinpoint where we can improve.

KPI: TrawsCymru cancellations

The percentage of scheduled TrawsCymru T1, T1C, T2, T3, T6, T10 journeys that were cancelled on-the day.

Overview

TrawsCymru journey cancellations were consistently low in the quarter, we operated 99.1% of all scheduled journeys. The primary reasons for cancellations were due to road traffic congestion, driver availability and mechanical failure.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

In 2025/26, our focus will remain on monitoring trends and root causes of cancellations to help us minimise disruption to customers. Our primary focus will be on any cancellation that is within our control and maintaining standards across our network.

KPI: Welsh language external complaints per 100k journeys

New complaints per 100,000 passenger journeys (TrawsCymru and Rail) to the Welsh Language Commissioner when the complainant has not received a service in Welsh from TfW or if they were dissatisfied with how TfW’s decision on a Welsh language issue.

Overview

Welsh Language External Complaints per 100K Journeys decreased when compared to Q3 2024/25. We've run a programme of work to improve Welsh Language provision across our network.

Well-being of Future Generations Act (WFGA) goals addressed:

6. A Wales of Vibrant Culture and Thriving Welsh Language

Forward look

In 2025/26, we'll continue to monitor our Welsh language provision for customers and staff. This includes communication about infrastructure improvements and our work with external partners to ensure Welsh language standards are rigorously adhered to and that Welsh cultural opportunities are promoted.