Transport for Wales

Geof Sheppard

Train passengers in Wales among least happy in the UK

28 January 2020

Transport for Wales has been rated the fourth worst service in the country.

Journeys on Transport for Wales services have got worse over the past year.

The Rail Passenger survey by Transport Focus states that only 79% of passengers are happy with their journey – a three percent fall from last year. With the provider being rated as the fourth worse of the 26 UK operators.

The Chief Executive of Transport Focus, Anthony Smith, said: “Almost eight in 10 TfW passengers are satisfied overall, but this score hasn’t significantly improved from last year. It is also worrying to see that the availability and helpfulness of staff in stations appears to be on a downward trend” .

The company is seen as offering better value for money than the majority of other operators. 53% of customers say they are happy with the pricing of the tickets – a drop from 60% in 2018.

30% of passengers say they are unhappy with overcrowded trains, with some saying they are dangerously busy and people are being crammed into the carriages.

TfW says it is looking at ways to improve the quality of journeys as soon as possible, and that it will be investing £40m in new trains, which will increase the frequency and capacity of journeys from 2023.

The highest rated services in UK were the Heathrow Express, which scored 96% satisfaction rating, and the Grand Central service, which runs in the east of England.

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