Arriva Trains Wales criticised in satisfaction ratings

New figures show only 79 per cent claimed to be satisfied with the overall service by the company that serves Shropshire and Mid Wales – just seven per cent better than strike-ridden Southern Trains.

And just 54 per cent said Arriva Trains Wales was good value for money for the ticket price in 2017, a seven per cent dip compared to 2016.

The company’s performance compared to former regional operator London Midland, which had 84 per cent overall satisfaction levels, and Virgin, where more than nine out of 10 passengers were happy.

Rail companies said they were working together to improve journeys. Service watchdog Transport Focus said dissatisfaction was due to continued weak performance, resulting in just three out of 10 users nationally being satisfied with how train companies deal with delays, and 57 per cent content with the level of crowding.

The research found that, on average, four out of five or 81 per cent of all travellers were satisfied with their journey, unchanged from the previous autumn.

Customer feedback

Arriva Trains Wales includes services to Shrewsbury, Mid Wales and the borders, North Wales, Birmingham and Crewe. Its rail franchise is due to end later this year.

Arriva pulled out of the contest to continue running the Wales and Border franchise last year. Newcomer West Midlands Railway took over services, including some in Shropshire, from London Midland last November, and has promised to invest £1 billion in the network, including new carriages.

Bethan Jelfs, of Arriva Trains Wales, said: “We value all forms of customer feedback, and use this to help us deliver the best possible service for our customers and guide our investment decisions. Our current investment plans include £500,000 in refreshing our oldest trains alongside free wifi, and £1m in additional rolling stock which will be available for us to use during 2018.”

Virgin Trains West Coast, which serves Shrewsbury and Telford stations, was given a satisfaction level of 91 per cent. The top nationally was Grand Central, at 96 per cent. The lowest ranked was Southern Rail with 72 per cent.

Natasha Grice, general manager for Virgin Trains in the West Midlands, said: “We’ve recently celebrated our 20th anniversary and we are proud that our customers still rate us highly when they travel with us.

“Our ambition is to continue to build on our record of innovation and to revolutionise the way customers travel by rail.”

Transport Focus chief executive Anthony Smith said: “For passengers it’s all about performance. These value for money scores reflect patchy reliability. In London and the South East, Southern, Thameslink and Southeastern passengers have felt performance pick up.

“However, South Western Railway, TransPennine Express and Arriva Trains Wales passengers, among others, have been buffeted by poorer performance.

“Train companies and Network Rail need to keep to their basic promises and deliver a relentless focus on day-to-day performance and better information during disruption.”

Jacqueline Starr, a managing director at the Rail Delivery Group, representing operators and Network Rail, said: “Four out of five journeys were rated satisfactory or good by our customers but we know there is much more to do, which is why rail companies are working together with a long term plan to change and improve.”