Passenger satisfaction across Wales has surged to record levels, according to new data from independent watchdog Transport Focus. The latest quarterly scorecard, covering October to December 2025, highlights major improvements in punctuality and overall customer experience on the Wales and Borders route—a result of sustained collaboration between Network Rail, Transport for Wales (TfW), and wider rail industry partners.
📈 Record Growth in Passenger Satisfaction
Punctuality satisfaction rose from 82% to 89%, marking the largest quarter‑on‑quarter improvement ever recorded. Overall customer satisfaction also climbed from 88% to 91%, demonstrating consistent progress in delivering a more reliable railway for communities across Wales and the borders.
Nick Millington, Route Director at Network Rail Wales & Borders, said:
"We’re thrilled with the recent report released from Transport Focus, which reflects our unwavering focus on improving the reliability of train services. We’ve been working hard over the last three years and we’re now seeing the best performance on the network since 2022.
"We recognise there are clearly parts of the network where more work needs to be done, however we are determined to conquer those challenges and continue to support Transport for Wales in operating the safest and most reliable services possible".
🌧 Rail Resilience Through Challenging Weather
The positive results come despite a difficult storm season. Severe weather—including Storm Claudia, which washed away track near Abergavenny in November, and Storm Chandra, which temporarily halted Shrewsbury in January—put the network under significant pressure.
Yet performance remained strong. During January 2026, trains operated ahead of target on 26 out of 28 days.
All this took place alongside the day‑to‑day demands of managing:
- 1,500+ daily services
- 600 freight trains per month
- 1,000+ level crossings
- An average of 65 trespass incidents monthly
Meanwhile, Network Rail continued embedding major safety improvements across its workforce and assets.
🚄 Transport for Wales: New Trains Boost Reliability and Comfort
Marie Daly, Chief Operating Officer for Transport for Wales, said:
“The latest Transport Focus survey results demonstrate how our investment into our rail services combined with our fantastic colleagues who are living our values every day, are positively impacting the customer experience."
“Brand-new trains across the network offer our customers better seating, improved information and general comfort, but they also provide us with more resilience allowing a more punctual and connected network.
“As always, we’re continuing to improve and are excited to deliver more changes this year.”
TfW’s fleet modernisation and network enhancements are central to this customer experience uplift, with 99% of planned electrification now complete as part of the South Wales Metro.
🚆 Timetable Enhancements Driving Growth
Several timetable upgrades have had a major impact:
- 300,000 additional station stops were added in 2024, plus 100,000 more in 2025.
- The December 2025 timetable doubled services between Chester and Wrexham.
- In May 2026, North Wales Coast frequency is set to rise by 50%.
🤝 T‑Network Partnerships Strengthen Local Collaboration
Five regional T‑Network partnerships now bring together track and train teams with local stakeholders to target performance issues:
• Cambrian Line
• Central and West Wales
• Rheilffordd lleol Gogledd Cymru (North Wales)
• The Marches
• South Wales
This collaborative model has supported local economies through better reliability and tourism growth—while also delivering £2.3 million in efficiencies across 2024–2025.
🔭 Looking Ahead
In February 2026, Network Rail Wales & Borders and TfW jointly submitted their five‑year performance improvement plan to the National Performance Board, aiming to sustain and build on the strong results seen in the latest quarter.
Transport Focus's new Rail Customer Experience Survey now incorporates Network Rail data alongside operator data, offering a more balanced view of rail performance. This marks the second quarter of reporting under the new system.
Image credit: Network Rail
