For customers

KPI: Customer satisfaction

We measure customer satisfaction with Wavelength, the rail industry’s customer service monitoring and measuring tool. It measures how satisfied our customers are with their overall journey.

Overview

Customer satisfaction increased by five percentage points compared to Q2 2024/25. We're improving how we gather feedback to help us build a network that works for our customers and communities.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

We’re working to increase the visibility of our internal customer satisfaction survey to strengthen the quality of our insights.

KPI: Complaints per 100k rail journeys

Any expression of dissatisfaction by a customer or potential customer about TfW Rail as a proportion of 100,000 rail passenger journeys.

Overview

Pleasingly complaints per 100K journeys stayed at roughly the same level when compared to the same quarter last year, taking into account the increase in customer journeys.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

We are continually reviewing the key issues highlighted by customer complaints, and taking action to improve the customers experience. Examples of this include improved messaging on the use of pay as you go, as well as monitoring of our ticketing equipment to ensure that customers are able to tap in and tap out as required.

KPI: Rail passenger journeys

The total number of rail passengers who bought tickets across the Wales & Borders network. This includes Core Valley Lines and Wales & Cross Borders.

Overview

Rail Passenger Journeys increased 10.3% in Q2 2025/26 compared to Q2 2024/25. The growth in journeys was driven predominantly by travel on the South Wales Main Line and the Welsh Marches routes.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

2. A Resilient Wales

5. A Wales of Cohesive Communities

Forward look

In 2025/26, we aim to attract new customers and continue to grow rail journeys. We'll increase demand by simplifying fares and improving value.

KPI: Core Valley Lines On Time (to 3 minutes)

The percentage of rail services arriving within 3 minutes of the scheduled arrival time across the Core Valley Lines. This is referred to internally as Passenger Time Lost. A weighting is applied to railway stations with the highest volume of customers so delays at higher footfall locations have a greater impact on the measure. For example, delays at Cardiff Queen Street have a greater impact on the percentage compared to Treherbert.

Overview

In Q2 of 2025/26, punctuality on the Core Valley Lines further increased and represented our best period of performance since a major timetable change in June 2024 which increased services. We continued to roll out more of our brand new tri-mode trains (with 19 now in daily service) on additional routes, which helped improve punctuality.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

We'll shortly introduce more new trains to the Core Valley Lines and make further improvements to our infrastructure. We'll continue to work with Network Rail and Amey Infrastructure to increase punctuality and reduce disruption.

KPI: Wales and Cross Borders On Time (to 3 minutes)

The percentage of rail services arriving within 3 minutes of the scheduled arrival time across Wales and Cross Borders, this is internally referred to as Passenger Time Lost. A weighting is applied to railway stations with the highest volume of customers so delays at higher footfall locations have a greater impact on the measure. For example, delays at Cardiff Central have a higher impact to the percentage compared to Pontypool and New Inn.

Overview

In Q2, punctuality on the Wales & Cross Borders route remained steady. However, this was offset by a number of rail infrastructure incidents. We continue to improve train reliability and availability, with the carriages offered and customer capacity increasing month-on-month.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

We'll shortly introduce more new trains which will further reduce journey times and improve punctuality on the Wales and Cross Borders network. We will work with our suppliers to improve train availability and reliability. We'll work with Network Rail to improve timetable reliability, reduce railway trespass and mitigate the impact of other disruptions.

KPI: On-the-day cancellations

The percentage of rail services cancelled on the day across the network as a proportion of the total number of services specified in the daily train plan.

Overview

Cancellations have improved significantly in comparison to Q2 2024/25. This has been facilitated by improving train availability on previously poorly performing routes. We've also implemented contingency plans to improve rapid service recovery of both passengers and trains when things do go wrong.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

On-the-Day Cancellations caused by train shortages will reduce as more new trains are introduced. We are also focusing on strategies that will reduce disruption for passengers in the event of extreme weather, train maintenance and infrastructure issues.

KPI: Pre-cancellations

The percentage of rail services cancelled prior to 10pm the day before operation as a proportion of the total number of services specified in the daily train plan.

Overview

Pre-cancellations were minimal during the quarter. This reflected our careful resource planning, ensuring there were enough Drivers, Train Managers and other safety critical colleagues to operate the timetable. For our Drivers and Train managers, Sundays are now part of their working week, resulting in an improved Sunday service.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

We will maintain the number of Drivers, Train Managers and other safety critical colleagues so that future timetable improvements can be delivered and colleague training for our new trains can take place.

KPI: TrawsCymru complaints per 100k journeys

Any expression of dissatisfaction by a customer or potential customer about TrawsCymru T1, T1C, T2, T3, T6, T10 journeys as a proportion of 100,000 TrawsCymru passenger journeys.

Overview

Complaints per 100k journeys remain at a consistent low level throughout the quarter and follows the trend of the previous financial year. Our communication to customers about delays and disruption has improved significantly and customers can now benefit from personal travel alerts.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

In 2025/26, we will continue to hold customer engagement events to gather feedback on our service and prioritise areas for improvement. We are monitoring bus capacity following the introduction of the £1 youth scheme and will be evaluating if additional capacity is needed at certain times of the day.

KPI: TrawsCymru passenger journeys

The total number of passengers carried on the TrawsCymru T1, T1C, T2, T3, T6, T10 routes, this includes the T4 and T5 services as of 31 August 2025.

Overview

TrawsCymru Passenger Journeys continue to increase. As of 31 August 2025 this figure also includes journeys made on the T4 and T5 services. The T6 service saw a 12% increase in patronage in Q2 25/26 compared to Q12024/25 last year.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

2. A Resilient Wales

5. A Wales of Cohesive Communities

Forward look

We'll increase passenger journeys by standardising fares and improving value. We'll continue to modernise our fleet of buses with new vehicles expected to enter service in the spring of 2026.

KPI: TrawsCymru cancellations

The percentage of scheduled TrawsCymru T1, T1C, T2, T3, T6, T10 journeys that were cancelled on-the day.

Overview

TrawsCymru journey cancellations were consistently low in the quarter and service delivery standards remained consistent. Cancellations were primarily due to road works and driver availability.

Well-being of Future Generations Act (WFGA) goals addressed:

1. A Prosperous Wales

5. A Wales of Cohesive Communities

Forward look

In 2025/26, our focus will remain on monitoring trends and root causes of cancellations to help us minimise disruption to customers. Our primary focus will be on any cancellation that is within our control and maintaining standards across our network.

KPI: Welsh language external complaints per 100k journeys

New complaints per 100,000 passenger journeys (TrawsCymru and Rail) to the Welsh Language Commissioner when the complainant has not received a service in Welsh from TfW or if they were dissatisfied with how TfW’s decision on a Welsh language issue.

Overview

Welsh Language External Complaints per 100K Journeys decreased when compared to Q2 2024/25 as a result of our programmes of work to improve Welsh Language provision across our network.

Well-being of Future Generations Act (WFGA) goals addressed:

6. A Wales of Vibrant Culture and Thriving Welsh Language

Forward look

In 2025/26, we'll continue to monitor our Welsh language provision for customers and staff. This includes communication about infrastructure improvements and our work with external partners to ensure Welsh language standards are rigorously adhered to and that Welsh cultural opportunities are shared.