New Figures Show Transport for Wales Delivering More Reliable Services
Transport for Wales (TfW) continues to make strides in improving punctuality and customer satisfaction, according to the latest quarterly figures published today by the Office of Rail and Road (ORR).
From July to September 2025, TfW recorded the largest punctuality improvement of any UK train operator, with on-time services rising 4.9 percentage points to 84.1%. The second-highest increase was East Midlands Trains at 1.4 percentage points. Overall, TfW now ranks 12th out of 24 operators for performance.
This follows the previous quarter, April to June 2025, when TfW also led the industry in punctuality gains. The improvements have been achieved alongside a notable rise in passenger numbers over the summer, including crowds attending Oasis’ opening two gigs of their reunion tour.
Customer satisfaction figures released today by Transport Focus also show TfW topping operators serving Wales, with an overall satisfaction score of 88%, up from 84% in June. The operator ranked second nationally for value for money, while performance on crowding (83%) and personal safety on board (91%) exceeded both regional and national averages.
Marie Daly, Chief Operating Officer of TfW, said:
“This is the second quarter of significant improvement in our punctuality performance as we focus on delivering the best-possible service for our customers. There is a lot of hard work being put in by TfW and our industry partners at, Amey in Wales and Network Rail to drive continuous improvement in how quickly we get things moving when there is a delay and identifying regular issues and hotspots so we can fix them. We are now regularly delivering the best performance in the industry on the Core Valley Lines and we are focussed on replicating these brilliant results right across the Wales and Borders network. We know there is still work to do, but as more of our £800m fleet of brand-new trains come into service we are aiming to improve performance and the customer experience across the network.”
TfW also recorded a 1.4 percentage point improvement in cancellations, the fourth-largest increase in the industry, raising its national ranking to 16th out of 24 operators. These improvements came despite several incidents of cable theft on the Rhymney Valley lines in September, which caused widespread cancellations and damage costing over £750,000.
The results underline TfW’s ongoing efforts to deliver a more reliable, safer, and customer-focused rail service across Wales and the Borders.
Image: Transport for Wales