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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 47 complaint appeals in 2016 about Arriva Trains Wales.

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

Top five reasons for complaint appeals in 2016

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.

2009 2010 2011 2012 2013 2014 2015 2016 2017
Complaints handling 20 23 51 21 21 26 31 21 24
Train service performance 8 17 33 10 13 19 21 18 14
Fares, retailing and refunds 11 12 23 14 20 15 9 11 5
Staff conduct and availability 13 7 14 11 6 10 9 9 2
Quality on train 11 13 13 6 7 14 11 7 9

Complaint appeals relating to:

Complaints handling 21 This is down 32% on the previous year
Train service performance 18 This is down 14% on the previous year
Fares, retailing and refunds 11 This is up 22% on the previous year
Staff conduct and availability 9 This is the same as the previous year
Quality on train 7 This is down 36% on the previous year