Overview
This report captures Transport for Wales Rail service quality for the financial year 2025/26.
Information and tickets
| Indicator | Service quality |
| Provision of travel information during the journey | Information in person is available from any of our 52 staffed stations that have booking offices. Written information is available at all stations. Information is prominently displayed on platforms on electronic screens and static poster cases. Information can be accessed through digital totems at 11 of our stations. A public address system announces information at stations and on-board trains.
A phone service is available between:
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| How requests for information are handled at the station | Requests can be made in person at our stations (where staffed). Requests can be made via phone, website or social media. There are help points at 119 stations so customers can contact control room staff. We are aiming for all stations to have a help point by 2030. All requests are dealt with as quickly as possible. In most cases, this is immediate. |
| How information about train schedules, tariffs and platforms is provided | With planned changes (including those for engineering works, timetable changes and ticketing) we use a multi-channel approach to inform customers. This approach includes:
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| Ticket buying facilities | There are several ways in which our customers can pay to travel. These include:
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| Availability of staff at the station for information provision and ticket sale | At the 52 of our stations that have booking offices, colleagues are on hand to help. Colleagues in the booking office, working on the gates or supporting customers with passenger assist are available to support customers with ticket, travel and any other queries.
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| How information to disabled people and persons with reduced mobility is provided | Alternative formats (such as large print, Braille or audio versions) of all our documents are free of charge from the Customer Relations team. We provide large-print documents within seven days of request and any other formats as soon as possible. Contact:
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Punctuality of services for the financial year 2025/26 and general principles to cope with disruption to services
a) Delays
| Indicator | Core Valley Lines | Wales and Cross Border |
| Percentage of services arrived on time or delayed less than three minutes | 92.3% | 76.2% |
| Percentage of services delayed between three and 59 minutes | 7.7% | 23.7% |
| Percentage of services delayed between 60 and 119 minutes | 0.0% | 0.1% |
| Percentage of services delayed 120 minutes or more | 0.0% | 0.0% |
| Percentage of missed connections with other train services | We currently cannot measure this figure. | We currently cannot measure this figure. |
b) Disruptions
| Indicator | Service quality |
| Existence and short description of contingency plans, crisis management plans | The Operations Service Delivery Plan outlines contingencies in the event of rolling stock shortages, priority services, detailed route by route service and short formation strategies. Seasonal delivery plans mitigate the potential challenges of weather events. Route contingency plans cover all Network Rail routes which we operate. They detail actions to be taken by all train operating companies providing services in these areas in the event of line closures and other disruptions. |
c) Cancellation of services
| Indicator | Service quality |
| Cancellation of services as part of all services in % per category of service (international, domestic long distance, regional and urban/ suburban) | 4.2% of Core Valley Lines services were cancelled. 3.4% of Wales and Cross Borders Services were cancelled. |
Cleanliness of rolling stock and station facilities (air quality in carriages, hygiene of sanitary facilities, etc.)
| Indicator | Service quality |
| Cleaning Intervals | Cleaning intervals: Stations
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| Technical measurement for air quality (e.g. level of CO2 in ppm) | Roll out of air quality monitors has begun with the installation monitors at Swansea to measure this, however, no figure to report at this point. We are taking part in the Rail Safety and Standards Board onboard air quality monitoring project. |
| Availability of toilets | Our Making Rail Accessible: Helping Older and Disabled Passengers guide explains when and what toilets are available at our stations. We’re introducing new trains. We update our accessibility website with details of the toilets on each type of train and how accessible they are. We are rolling out new tram-trains on the South Wales Metro, and like other Metro systems across the UK, our tram-trains do not have toilets on board. We’re installing nine new toilets and upgrading five of our existing toilets at key stations across the Treherbert, Aberdare and Merthyr lines. All these new toilets are fully accessible, and all have baby changing facilities included. Updates on progress and where these will be located can be found here. |
Customer satisfaction survey
| Service quality indicator | Service quality |
| Customer satisfaction* | 87.7% (average for 25/26) *We moved from using wavelength to Rail Customer Experience Survey (RCXS) in Period 9. |
| Continuous improvement report | The complaint handling continuous improvement report 2025/26 is available on our website here. |
Complaint handling refunds and compensation for non-compliance with service quality standards
| Indicator | Service quality |
| Procedure in place | We have a clear and concise complaint handling process in place. Details can be found here: This procedure is reviewed with the Office for Rail and Road (ORR). It is reviewed annually. |
| Number of complaints and outcome | We received 34,301 complaints. We signposted 192 cases to the Ombudsman. |
| Categories for complaints | The most common five complaints were:
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| Received complaints | 34,301 |
| Processed complaints | We processed 100% of complaints we received. We resolved 99.5% of complaints and signposted 0.5% to the Ombudsman. |
| Average response times | We responded to 96.88% of complaints within 20 working days and responded to 67.27% in 10 working days. |
| Possible improvement action undertaken | We are strengthening our insight capability by:
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Assistance provided to disabled people and people with reduced mobility
| Indicator | Service quality |
| Accessibility of stations and trains | Our Making Rail Accessible: Helping Older and Disabled Passengers guide lists all our stations and explains what facilities are available, including staffing hours, toilets and information screens. Our station accessibility webpage here provides information about how we help disabled and older passengers travel on our trains. It includes details about our facilities at stations. It provides useful contact details and information that people may need for planning their journeys. The station accessibility categorisation has been determined by the Rail Delivery Group and explains what level of access can be found at each station. We share information on train accessibility and where our services run. |
| Assistance provision to disabled persons and persons with reduced mobility | Train and station operators are required by their operating licences to establish and comply with an Accessible Travel Plan which must be approved by the ORR. An Accessible Travel Plan sets out the arrangements and assistance that an operator will provide to protect the interests of disabled people using its service and to facilitate such use. More information can be found here. Our Assisted Travel Team can provide advice, book assistance, and arrange tickets for your journey, regardless of train operator. They can be contacted on 03330 050 501 between 0800 and 2000 on every day except Christmas Day. The Next Generation Text service number for people with hearing loss and speech difficulties is 18001 03330 050 501. |
| Assistance procedure in place | Train and station operators are required by their operating licences to establish and comply with an Accessible Travel Plan which must be approved by the ORR. An Accessible Travel Plan sets out the arrangements and assistance that an operator will provide to protect the interests of disabled people using their service and to facilitate such use. More information can be found here. |
| Number of cases of assistance per category of service (international/domestic long distance, regional and urban/suburban) | There were 46,374 passenger assistance reports completed. We currently cannot measure this figure by category of service. |
