Arriva Trains Wales passengers remain largely satisfied by the company’s service despite fewer travellers believing the company delivers value for money.
According to the latest National Passenger Survey, carried out by watchdog Passenger Focus, satisfaction levels remain at an all-time high of 88% – an unchanged rating since the last survey.
Passengers were asked their thoughts on Arriva Trains Wales’ service ranging from the number of ticket machines at stations to the price of a ticket.
A total of 14 factors in the latest Spring survey reached their highest score. The satisfaction with the availability of staff at stations increased from 57% last year to 65%.
Ian Bullock, Managing Director at Arriva Trains Wales, welcomed the report.
He said: “We have concentrated on improving the provision of passenger information, delivered a number of large station improvements and completed a major refurbishment to our fleet. Meanwhile, we continue to remain one of the most reliable and punctual services in the UK.
“The high passenger satisfaction figure can also be reflected in the all-time low level of customer complaints received which has seen a steady year on year decrease since 2007.
“Whilst we are pleased with the results, we will continue to seek ways in which we can improve and will use the results to help us focus our efforts, working closely in partnership with the Welsh Government and Network Rail in order to improve the customer journey experience even further.
David Sidebottom, Passenger Focus director, said: “Only around half of passengers we spoke to recently were happy with value for money on Arriva Trains Wales (ATW) services. This year’s passenger survey score is six percentage points lower than it was two years ago (60 per cent), so ATW really needs to work harder to stop this slide by delivering the punctual and frequent service passengers want.”
Cllr James Pritchard, who represents the Morgan Jones ward, has been campaigning for rail fares to be frozen and has met with transport bosses over the issue.
He said: “Whilst on certain indicators passengers remained satisfied with the Arriva Trains Wales’ service, possibly the most important indicator, value for money for the price of your ticket, was left out of an Arriva Trains Wales press release.
“There have been two successive annual falls since 2011 representing a 7% decline in satisfaction levels in just two years.
“These figures are striking and it’s yet further confirmation that fares need to be frozen next year to help hard working passengers who have been hit by inflation-busting price rises.”
'completed a major refurbishment to our fleet'
That must be where they removed the toilet door handles as the facilities are apparently 'too nasty to use'. Which is not too dissimilar to the seating in many stations. Thankfully, the frequency of the service means you don't have to stand around waiting too long. On fine days the brick bunker like shelter and its stench of stale urine can be avoided altogether.
Peak times are obviously cattle class but hardly unique to the valleys. In essence I am not at all sure what I am paying extra for but so long as they maintain frequency of service, I can suffer the indignity of it all.
The big indignity about Arriva trains is that they are owned by Deustche Bahn, German Railways, so all the profit from the high fares and subsidies, yes they still get subsidies, goes to the nationalised German Railways, and we are told that when the lines are electified, all they can afford is second hand stock from southeast England. Its a pity that we didnt have a Labour Party in Wales, with socialist ideals that would propose to nationalise them for us, instead we have ex lawyers like Carwyn Jones running the show.
I stuggle to comprehend how they could be satisfied. Who did they ask? I took a train ride recently and was appalled, the seats had chewing gum on, the floors were dirty, the windows streaked and the toilets well… I'll that to your imagination.