Performance and Impact

We’re delivering improvements to the public transport network in Wales. Find out additional information about our objectives, how we operate and our achievements.

Rail Performance


Our passengers deserve a high quality, reliable and punctual service, so we’ve introduced a new set of performance metrics, unique to TfW, focussed on delivering a greater experience for our passengers. 

In the past, rail targets were measured by Public Performance Measures which meant that it would be acceptable for a train to be late for most of a journey but arrive on time at last scheduled stop. Often this would be achieved by missing stops to ‘catch up’ with the timetable.

TfW doesn’t believe that this approach is  right for our passengers, so we’re measuring two essential targets, to help improve our services and customers’ journeys: Passenger Time Lost and Short Formations. 

Passenger Time Lost is a new metric which measures average lateness at multiple stops on a journey, allowing  us to track our customers’ experiences with the aim to ensure that passengers arrive at their destination on time. 
Short Formations takes in account of capacity, where it measures the percentage of services that operate below the capacity required in the timetable 

We’re aiming to provide our customers with the best possible service and believe that these new targets ensure that passengers are not consistently impacted by cancellations and missed station stops during times of disruption.

Indicative Current Period Performance Stats

Some particular service affecting incidents are reviewed with Network Rail and Transport for Wales, and therefore need to be investigated thoroughly before resolving. Due to this, performance results are indicative only when first published on the website and can differ slightly to 4 weeks later when such reviewed incidents are then resolved.

Periodic Rail Performance Review 2005


Previous Period Performance Stats

Performance 1912

Performance 1913

Performance 2001

Performance 2002

Performance 2003

Performance 2004

Customer Satisfaction Survey

Customer Satisfaction Survey 2002


Business Plan

TfW Business Plan 2018 - 19


Annual Report and Financial Statements

TfW Annual Report and Financial Statements for the year ended 31 March 2018


Independent Autumn Investigation Summary

Transport for Wales commissioned Metropolitan Railway Consultants to investigate the causes of disruption experienced by TfW Rail Services’ fleet in the autumn of 2018. 

Independent Autumn Investigation Summary

Autumn Investigation: Progress Report


Internal Audit Charter

Internal Auditing is an independent and objective assurance and consulting activity that is guided by a philosophy of adding value and providing insight to improve the operations of Transport for Wales.

Internal Audit Charter


Communications strategy 2019

Download: TfW Communications Strategy 2019