Rail passengers in Wales and Borders see boost in punctuality and satisfaction

Data released by the independent watchdog Transport Focus, as part of its quarterly scorecard for October to December 2025, shows that passenger satisfaction with punctuality has jumped from 82 per cent to 89 per cent.

Overall customer satisfaction has also climbed, rising from 88 per cent to an impressive 91 per cent compared with the previous quarter. These results highlight the ongoing efforts by Network Rail, Transport for Wales (TfW), and industry partners to deliver a more reliable and customer-focused railway.

Weathering the Storm

This surge in performance has been achieved despite the challenges of a difficult winter storm season. Multiple severe weather events tested the network’s resilience, including Storm Claudia in November, which washed away sections of track near Abergavenny, and Storm Chandra in January, which brought services through Shrewsbury to a temporary halt. Remarkably, during the four‑week reporting period in January 2026, trains ran ahead of target on 26 out of 28 days.

Nick Millington, Route Director at Network Rail Wales & Borders, expressed his pride in the recent report, noting that it reflects an unwavering focus on reliability. He stated that the team has been working hard over the last three years and is now seeing the best performance on the network since 2022. While acknowledging that some areas still require further work, he remains determined to continue supporting Transport for Wales in operating the safest and most reliable services possible.

Modernising the Journey

The improved figures are also a result of significant investment in infrastructure and fleet. Brand-new trains are being rolled out across the network, offering better seating, improved information, and enhanced comfort. Beyond passenger perks, these new units provide the resilience needed for a more punctual and connected network. A major milestone was recently reached by Transport for Wales with the completion of 99 per cent of planned electrification for the South Wales Metro, promising even greener and more reliable travel.

In recent years, the Wales and Borders route has substantially expanded its reach, adding around 300,000 additional station stops to the timetable in 2024, followed by another 100,000 in 2025. Recent changes have already doubled the frequency of trains between Chester and Wrexham, and passengers can look forward to a further 50 per cent increase in frequency along the North Wales Coast in May 2026.

Collaboration and Efficiency

A key driver of this success is the introduction of five ‘T-Network’ partnerships. these groups bring together track and train teams with local stakeholders to focus on targeted performance improvements. These active groups now cover the Cambrian Line, Central and West Wales, the North Wales T-Network (Rheilffordd lleol Gogledd Cymru), The Marches, and South Wales. This collaborative approach has not only boosted the local economy through increased tourism and trade but also delivered more than £2.3 million in efficiencies through smarter engineering planning.

Marie Daly, Chief Operating Officer for Transport for Wales, praised the "fantastic colleagues" who are living the organisation's values every day. She noted that the investment into rail services is clearly having a positive impact on the customer experience and expressed excitement for further changes to be delivered throughout the year.

Looking ahead, Network Rail and Transport for Wales have jointly submitted a five-year performance improvement plan to the National Performance Board. This ensures that the momentum built over the last quarter continues, providing long-term benefits for the 1,500 daily services and the thousands of passengers who rely on them.