TfW just recorded the biggest punctuality jump of any train operator in the UK
Transport for Wales has recorded the biggest quarter-on-quarter punctuality improvement of any rail operator in the UK, with new figures from three independent bodies pointing to sustained improvement in performance and passenger satisfaction.
Transport Focus, the independent passenger watchdog, scored TfW at 91% for overall passenger satisfaction in its most recent national survey, placing the operator fourth among train operators in the UK.
Passengers also rated TfW at 91% when asked about trains specifically, with considerations including crowding, personal safety and cleanliness.
Punctuality rose from 82% to 88% over the same period, a six-percentage-point increase that Transport Focus recorded as the biggest improvement of any UK rail operator in the quarter.
Separate figures from the Office of Rail and Road show TfW recorded a 5.5 percentage point improvement in rail performance, making it the most improved operator for the third consecutive period in the UK. It now sits 11th out of 24 operators overall.
On cancellations, TfW recorded a 3.6 percentage point improvement, the second biggest of any UK operator, moving it to 15th out of 24.
The UK Customer Satisfaction Index recorded TfW’s score rising from 67.1 in January 2025 to 72.5 in January 2026.
TfW’s Core Valley Lines network, part of the South Wales Metro which TfW owns and operates, has recorded rail performance figures above 90% on average over the past six months, according to the operator.
Ken Skates MS, Cabinet Secretary for Transport and North Wales, said the results showed investment in Welsh rail was producing results.
“I am delighted with the progress TfW has made in transforming rail services across Wales to deliver an improved customer experience,” he said.
“These latest figures show that our commitment and investment to improving rail services across Wales is clearly paying off.
“New trains, more regular and reliable services and now fares frozen, keeping the costs down for passengers, along with record investment in developing the South Wales Metro is helping us move in the right direction.
“And with the UK Government’s £14bn generational investment in our railways there are more exciting times to come.”
TfW has invested over £800 million in new trains for the Wales and Borders network and says it is in the final stages of completing the £1 billion South Wales Metro.
Marie Daly, Chief Operating Officer for TfW, said the figures from three independent bodies told a consistent story.
“Figures from these three separate external bodies all tell a story of improvement in rail performance and customer satisfaction,” she said.
“Brand-new trains to our network improve the rail experience for our customers with better seating, information screens and general comfort, but they also provide us with more resilience allowing a more punctual and connected network.
“Whilst it’s great to see improvements, we know there is much more to do.
“We’ll keep challenging ourselves to make things even better for our passengers this year.”
Check live fuel prices near you before you set off.
Spotted something? Got a story? Email news (@) deeside.com
NEW: Add Deeside.com as a preferred source on Google to see more of our trusted coverage when you search.
Latest News
