Our Company

Connecting people and communities to what is important to them
Arriva Trains Wales is part of
the Arriva Group. Arriva is one of the largest
providers of passenger transport in Europe, employing more than 55,000 people
and delivering more than 2.2 billion passenger journeys across 14 European
countries each year.
We operate a wide range of
services including local buses, inter-urban commuter coaches, local, regional
and national train services, trams and light rail, waterbuses, demand response,
non-emergency patient transport and airport related transport services.
Arriva is part of Deutsche Bahn
(DB) and is responsible for DB's regional passenger transport services outside
Germany.
Our network extends throughout Wales
and the border counties of England, providing local and long distance services
to destinations including major cities such as Swansea, Cardiff, Newport, Birmingham,
Chester and Manchester.
• 2,204 employees
• Franchise started in December
2003 for 15 years
• 1,009 route miles
• 956 services operated per day
• 30.5 million passenger journeys
per year
• A fleet of 128 trains
• 247 stations (10% of the UK
total), 55 of which are staffed.
Arriva Trains Wales works with a
wide range of local and national partners, such as Welsh Government, to grow
and improve rail transport for the public we serve.
Some of our Achievements
• National Rail Passenger Survey (NRPS) - 82% customer satisfaction (Spring 2016)
• Outstanding Performance - we
are consistently the best regional and second best national 'right time'
performing rail operator in the UK
• £31million of investment since
the start of the Franchise against a contractual requirement of just £400,000
• We are one of the largest employers
in Wales, employing around 2,200 people and creating more than 300 jobs across
Wales and the Borders since the beginning of the franchise
• National Award Winning
Apprentice Scheme: recruitment has included 21 apprentices and 13 graduate
trainees
Key Performance Measures
Public Performance Measures (Industry
standard measures for Reliability and Punctuality)
• Annual reliability and punctuality
currently 97.9% and 93.5% respectively
• Best regional ‘Right Time’
operator
• UK’s second-best right-time
operator (trains arriving and departing within 59 seconds of scheduled time)
We have taken dramatic strides in
improving punctuality and reliability and we consistently out-perform the
benchmark set at the start of the franchise, which represented the levels of
performance considered challenging but achievable at that time.
National Rail Passenger Survey
• Overall satisfaction has now
risen to 89%, up 10% from when the franchise started and 8% above the franchise
benchmark.
• 31 out of the 32 different
areas of measurement have improved over the past decade.
The independent National Rail
Passenger Survey demonstrates customers’ opinions of the work we have done over
the years.
Investment in franchise
We have invested £31 million
against a franchise requirement of only £400,000. Some of our investments
include:
• Over £11m on train refurbishments
(Class 158 fleet & loco hauled services)
• Chester station (£2m)
• Train Driver simulators (£2m)
• Improved staff facilities (£2m)
• Ticket gates (£3m)
• 123 Ticket vending machines all
across the network (£5m)
• A brand new depot at
Machynlleth (£3m)
• A new wheel lathe (£2m)
• Numerous other projects, such
as station lighting enhancements worth a total of £10m
• National Stations Improvement
Programme in partnership with other stakeholders, plus many improvements to
accessibility
• Major station refurbishments
included Aberystwyth, Llandudno and Rhyl and new stations at Ebbw Vale Town, Pye
Corner, Energlyn and Churchill Park, Fishguard and Goodwick
New and improved services
We have consistently acted to add
capacity and improve services whilst working with a limited fleet size. We
provide 20% more services (65,000 services every year) than the franchise
agreement specifies and added over 525,000 annual seats to the timetable in
2012 alone.
Around 5000 extra trains a year
were added in May 2013 for Gowerton following the station improvements and
Loughour viaduct redoubling – all at no additional cost to the tax payer.
In 2015 at the request of the
Welsh Government, extra services were added on the Heart of Wales and Cambrian
lines and timetables extended to the new Ebbw Vale Town station.
Two new innovative Smartphone
mticket products were launched as were the UK’s first video assisted train
Ticket Vending Machines.
We are also a key supporter of
community projects including Disability Sport Wales, Velothon Wales and Cardiff
Half Marathon.
We are passionate, proud people delivering excellent service - every time