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Arriva Trains Wales satisfaction data

Transport Focus conducts extensive rail passenger satisfaction surveys. Using this graph you can explore the satisfaction data that has been gathered on Arriva Trains Wales.

The top four measures of satisfaction

2012 2013 2014 2015 2016 2017
Autumn Spring Autumn Spring Autumn Spring Autumn Spring Autumn Spring
Overall, how satisfied were passengers with the journey? 88% 88% 86% 83% 83% 89% 82% 82% 82% 83%
How satisfied were passengers with train punctuality and reliability? 86% 85% 86% 82% 78% 87% 80% 77% 80% 81%
How good was the cleanliness of the inside of the trains? 80% 78% 67% 73% 74% 77% 72% 71% 70% 71%
How satisfied were passengers with the value for money of the price of their ticket? 55% 54% 53% 54% 55% 57% 59% 58% 61% 57%

To access more detailed data on each satisfaction measure, choose a question:

Arriva Trains Wales complaints data

Transport Focus assists passengers in resolving complaints with train companies through an appeals process.

Transport Focus handled 74 complaint appeals in 2015 about Arriva Trains Wales.

Using this graph you can explore the appeals to Arriva Trains Wales.

Top five reasons for complaint appeals in 2015

We label each complaint appeal based on what it is about. Each can have more than one reason and therefore the number of reasons will normally be more than the number of appeals. We have more reasons available for analysis in complaints data explorer.

The category “Penalty fares/unpaid fares notice/prosecution”, used as the main reason for a complaint, only appears from April 2012 as prior to this it was recorded within “Fares, retailing and refunds”.

2009 2010 2011 2012 2013 2014 2015 2016 2017
Complaints handling 20 23 51 21 21 26 31 20 11
Penalty fares/unpaid fares notice/prosecution 0 0 0 6 4 12 26 6 0
Train service performance 8 17 33 10 13 19 21 17 7
Quality on train 11 13 13 6 7 14 11 7 7
Fares, retailing and refunds 11 12 23 14 20 15 9 11 2

Complaint appeals relating to:

Complaints handling 31 This is up 19% on the previous year
Penalty fares/unpaid fares notice/prosecution 26 This is up 117% on the previous year
Train service performance 21 This is up 11% on the previous year
Quality on train 11 This is down 21% on the previous year
Fares, retailing and refunds 9 This is down 40% on the previous year