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

We have maintained high customer satisfaction in Q2 2024/25, compared to the same quarter last year. In our Voice of the Customer forum, we listened to customer feedback and made changes to our timetable and increased traincrew numbers.

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

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

We are designing a more robust customer survey with an increased sample size, which will allow us to further improve the customer experience. Following the opening of the Cardiff Bus Interchange, we are working with our bus partners to introduce an integrated transport service, combining rail, bus and active travel to make public transport a viable alternative to the car.

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

Complaints per 100k rail journeys in Q2 2024/25 reduced in comparison to the same quarter last year. We prioritised customer concerns during the CVL transformation works and continue to ensure complaints are responded to within industry timeframes.

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

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

We ensure that real-time information is available at stations and on our digital platforms to support journey planning. Our focus remains on deploying staff quickly when responding to customers at peak times and during disruption.

KPI: Rail passenger journeys

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

Overview

Rail passenger journeys increased by 1.5m (26.2%) in Q2 2024/25 compared to the same quarter last year. This increase was due to strong growth in journeys made on our short journeys of under 20 miles. This quarter, the volume of rail journeys increased, but the average distance of rail journeys reduced.

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 are enhancing the customer experience by providing easier ways of purchasing the best value tickets. We will continue to roll out Pay-As-You-Go ticketing in southeast Wales over the next year.

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

Punctuality on the Core Valley Lines in Q2 2024/25 reduced in comparison to the same quarter last year but the overall percentage remains high. Delays in the quarter were caused primarily by infrastructure faults, trespass incidents and the embedding of our new timetable. The new timetable represents the biggest change to our network in 20 years and has provided our passengers with more choice on our Core Valley Lines routes by offering more frequent services and more evening services.

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

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

The introduction of the new timetable on the Core Valley Lines will improve capacity, punctuality and frequency of services. Wales's first hybrid trains and electic tram trains will enter into passenger service on the Core Valley Lines in late 2024 and 2025. The Class 756s are tri-mode so can run on overhead electric lines, battery or diesel, offer modern, spacious carriages and can travel at speeds of up to 75mph. The Class 398s can operate on both electric lines and battery power, hold 252 passengers and travel at speeds of up to 100km per hour. These new models represent a significant step in decarbonising our fleet and supporting the Welsh Government's 2050 net zero targets.

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

Punctuality on the Wales and Cross Border network in Q2 2024/25 increased in comparison to the same quarter last year. Throughout the network, older model trains are steadily being replaced by brand-new Class 197 airconditioned trains. Our long-distance routes saw an increase in passenger capacity thanks to the expansion of Mark 4 locomotive hauled sets from four to five carriages. Service frequency increases were implemented on the Ebbw Vale, Cheltenham and Wrexham to Bidston lines route and are performing well.

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

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

We are taking delivery of more Class 197 trains which will reduce journey times and improve punctuality on the Wales and Cross Borders network. 5-carriage formation will commence between Cardiff and Manchester to improve capacity and comfort for passengers.

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

On-the-day cancellations rose during Q2 2024/25 in comparison to the same quarter last year. This was a result of infrastructure incidents, train shortages and the introduction of a new timetable. The timetable change was the biggest change to our network in 20 years and was necessary to bring Wales' first electric tram trains and tri-mode trains, the Class 398s and 756s into passenger service and help resolve train shortage issues.

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

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

During the autumn and winter months of Q3, extreme weather events affect on-the-day cancellations. We are focused on mitigation strategies that will reduce disruption for passengers in the event of extreme weather and have produced a climate change adaptation and resilience plan which will enable us to adapt quickly during significant weather events. To relieve infrastructure issues caused by seasonal change, we use data to inform maintenance and renewal schedules. In the coming months, on-the-day cancellations caused by train shortages should reduce as more new trains are introduced onto the network.

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 in Q2 2024/25 decreased in comparison to the same quarter last year. This reflected our careful resource planning, ensuring there were enough train drivers, conductors and other safety critical colleagues to operate the timetable. The risk of driver shortages on Sundays has been reduced due to Sundays now being included in the working week.

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

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

We are working to maintain numbers of drivers, conductors and other safety critical colleague so that future timetable enhancements can be delivered, and colleague training for our new trains can take place. The risk of conductor shortages on Sundays will be reduced in 2025 when Sundays will be included in the working week.

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 TrawsCymru journeys increased in Q2 2024/25 when compared to the same quarter last year. TrawsCymru services provided by TfW increased to include the T1C (Aberystwyth to Cardiff), the T2 (Bangor to Aberystwyth), the T3 (Barmouth to Wrexham) and the T6 (Brecon to Swansea) routes. Roadworks in August affected the punctuality of the T3 service and this was a key driver for complaints in the quarter. We are currently reviewing the T3 timetable to improve resilience for roadworks and minor diversions.

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

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

To ensure passengers receive a consistent standard of service, we continue to track our performance through contract monitoring and driver training.

KPI: TrawsCymru passenger journeys

The total number of passengers carried on the TrawsCymru T1, T1C, T2, T3, T6, T10 routes.

Overview

TrawsCymru passenger journeys increased by 38,720 (14%) in Q2 2024/25 compared to the same quarter last year. This increase was due to successful marketing campaigns for the T6 (Brecon to Swansea) and the T10 (Bangor to Corwen) routes, and increased T10 frequency on weekends and during the school holidays. New electric buses entered into service on the T2 (Bangor to Aberystwyth) and T3 (Barmouth to Wrexham) routes, offering passengers quieter journeys, wireless charging facilities, USB ports at every seat and next stop displays and announcements.

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

To provide our existing and prospective TrawsCymru customers with a high standard of service and consistently good value tickets, we are looking at ways of combining rail and bus travel in one ticket. We currently provide integrated ticketing on the T1 (Aberystwyth to Carmarthen) service and this will be rolled out to other TrawsCymru routes.

KPI: TrawsCymru cancellations

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

Overview

TrawsCymru cancellations remained low in Q2 2024/25 but saw a slight increase in comparison to the same quarter last year. Our service delivery remained consistent and where cancellations occurred, the primary causes were short notice road closures due to road traffic collisions and increased traffic congestion.

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

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

We continue to work with our contracted TrawsCymru route operators to ensure cancellations are kept to a minimum. We are monitoring operator performance in line with agreed performance standards, while identifying any risks that may affect service delivery, such as long term road works and diversions. We are putting mitigating actions in place to keep disruption to a minimum.

KPI: Complaints to Welsh Language Commissioner 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

Complaints to the Welsh Language Commissioner per 100k passenger journeys decreased in Q2 2024/25 compared to the same quarter last year. This was due to an increase in bilingual station signage and the capacity for bilingual announcements on our new trains. New complaints in the quarter centred around Welsh Language discrepancies at stations, on trains or on our digital services. For complaints where a language change was required, the case was remedied immediately and resulted in no further action by the Welsh Language Commissioner.

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

6. A Wales of Vibrant Culture and Thriving Welsh Language

Forward look

We continue to monitor our Welsh language provision at stations, on board and on our digital services to ensure Welsh language standards are rigorously observed. Our Welsh Language Strategy 2024-2029 is available on our website and aligns with the Welsh Government’s 2050 strategy.