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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.
|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%|
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.
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”.
|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|