Arriva Trains Wales key statistics - Table 2.2
Annual data (financial year): 2010-11 to 2017-18
Quarterly data (financial year): 2010-11 Quarter 1 to 2017-18 Quarter 4
 
Key Statistics
 
Number of employees
Number of stations managed
Passenger journeys (millions)
Passenger kilometres (millions)
Passenger train kilometres (millions)
Route kilometres operated
2010-11
1,990
244
27.6
1,100.9
22.9
1,840.8
2011-12
2,012
243
28.4
1,142.0
23.5
1,840.8
2012-13
2,010
244
29.0
1,154.0
23.4
1,670.5
2013-14
2,072
245
29.9
1,167.2
23.3
1,670.5
2014-15
2,100
246
30.8
1,197.7
23.5
1,623.8
2015-16
2,117
247
31.5
1,215.3
24.0
1,623.8
2016-17
2,169
247
32.3
1,228.4
23.9
1,623.8
2017-18
2,193
247
32.9
1,247.3
23.8
1,623.8
Source: Network Rail, train operating companies and LENNON
Punctuality
Complaints
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial quarter
5 mins
10 mins
significantly
late
cancelled
2010-11 Quarter 1
95.6%
97.1%
0.2%
1.6%
80,415
2010-11 Quarter 2
95.8%
97.5%
0.1%
1.2%
81,241
2010-11 Quarter 3
90.6%
93.6%
0.6%
3.3%
78,329
2010-11 Quarter 4
93.3%
95.2%
0.3%
2.9%
75,973
2011-12 Quarter 1
94.5%
96.5%
0.2%
1.8%
80,372
2011-12 Quarter 2
94.2%
96.3%
0.2%
2.0%
82,036
2011-12 Quarter 3
93.2%
95.8%
0.2%
2.0%
80,499
  
Complaints answered within
Financial quarter
Complaints rate
handling target
10 working days
20 working days
2010-11 Quarter 1
40.3
:
:
99.4 %
2010-11 Quarter 2
43.8
:
:
99.2 %
2010-11 Quarter 3
62.0
:
:
98.4 %
2010-11 Quarter 4
47.0
:
:
73.8 %
2011-12 Quarter 1
37.0
:
:
89.2 %
2011-12 Quarter 2
33.6
:
:
90.1 %
2011-12 Quarter 3
29.1
:
:
96.2 %

2011-12 Quarter 4
94.7%
96.7%
0.2%
1.8%
80,521
2012-13 Quarter 1
94.8%
96.8%
0.2%
1.8%
81,045
2012-13 Quarter 2
92.1%
94.9%
0.2%
2.8%
81,740
2012-13 Quarter 3
92.4%
95.3%
0.3%
2.5%
79,526
2012-13 Quarter 4
93.7%
96.0%
0.2%
2.4%
78,912
2013-14 Quarter 1
95.4%
97.4%
0.1%
1.5%
81,549
2013-14 Quarter 2
93.8%
96.3%
0.2%
1.9%
81,665
2013-14 Quarter 3
90.5%
94.0%
0.3%
3.4%
79,375
2013-14 Quarter 4
92.5%
95.2%
0.2%
3.0%
78,340
2014-15 Quarter 1
93.2%
96.1%
0.1%
2.3%
81,204
2014-15 Quarter 2
91.8%
95.0%
0.2%
2.7%
82,139
2014-15 Quarter 3
92.0%
95.2%
0.2%
2.6%
79,623
2014-15 Quarter 4
94.9%
96.9%
0.2%
1.8%
79,005
2015-16 Quarter 1
94.2%
96.4%
0.1%
2.1%
81,957
2015-16 Quarter 2
92.6%
95.6%
0.2%
2.1%
83,643
2015-16 Quarter 3
89.9%
93.8%
0.3%
3.1%
80,593
2015-16 Quarter 4
92.0%
95.6%
0.2%
2.6%
79,966
2016-17 Quarter 1
93.4%
96.3%
0.1%
2.0%
83,121
2016-17 Quarter 2
91.7%
95.1%
0.2%
2.6%
83,902
2016-17 Quarter 3
88.9%
93.1%
0.3%
4.1%
80,367
2016-17 Quarter 4
93.4%
96.0%
0.2%
2.3%
80,777
2017-18 Quarter 1
93.6%
96.3%
0.2%
2.0%
82,714
2017-18 Quarter 2
93.0%
96.0%
0.2%
2.1%
84,976
2017-18 Quarter 3
89.7%
93.5%
0.4%
3.6%
81,569
2017-18 Quarter 4
92.7%
95.0%
0.1%
3.6%
80,619
2011-12 Quarter 4
35.2
:
:
92.0 %
2012-13 Quarter 1
42.4
:
:
99.2 %
2012-13 Quarter 2
53.4
:
:
95.9 %
2012-13 Quarter 3
48.1
:
:
79.1 %
2012-13 Quarter 4
52.5
:
:
96.7 %
2013-14 Quarter 1
47.1
:
:
97.9 %
2013-14 Quarter 2
57.2
:
:
98.8 %
2013-14 Quarter 3
70.2
:
:
95.3 %
2013-14 Quarter 4
68.5
:
:
91.0 %
2014-15 Quarter 1
57.0
:
:
99.9 %
2014-15 Quarter 2
62.8
:
:
99.0 %
2014-15 Quarter 3
63.8
:
:
98.8 %
2014-15 Quarter 4
53.3
:
:
99.0 %
2015-16 Quarter 1
44.7
32.6 %
32.6 %
71.0 %
2015-16 Quarter 2
62.8
16.8 %
16.8 %
53.3 %
2015-16 Quarter 3
74.2
15.3 %
15.3 %
43.6 %
2015-16 Quarter 4
63.7
16.4 %
16.4 %
36.9 %
2016-17 Quarter 1
70.9
13.3 %
13.3 %
55.3 %
2016-17 Quarter 2
74.7
21.6 %
21.6 %
97.1 %
2016-17 Quarter 3
28.0
5.7 %
5.7 %
58.2 %
2016-17 Quarter 4
35.3
2.9 %
2.9 %
10.3 %
2017-18 Quarter 1
105.8
14.8 %
14.8 %
53.8 %
2017-18 Quarter 2
46.2
6.2 %
6.2 %
96.7 %
2017-18 Quarter 3
54.0
3.1 %
3.1 %
91.0 %
2017-18 Quarter 4
61.2
3.6 %
3.6 %
81.8 %
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial year
5 mins
10 mins
significantly
late
cancelled
2010-11
93.9%
95.9%
0.3%
2.2%
315,959
2011-12
94.2%
96.4%
0.2%
1.9%
323,428
  
Complaints answered within
Financial year
Complaints rate
handling target
10 working days
20 working days
2010-11
48.0
:
:
93.1%
2011-12
33.6
:
:
90.3%

2012-13
93.3%
95.8%
0.2%
2.4%
321,222
2013-14
93.1%
95.7%
0.2%
2.4%
320,929
2014-15
93.0%
95.8%
0.2%
2.4%
321,971
2015-16
92.2%
95.4%
0.2%
2.5%
326,158
2016-17
91.9%
95.1%
0.2%
2.7%
328,168
2017-18
92.2%
95.2%
0.2%
2.8%
329,878
2012-13
49.1
:
:
92.4%
2013-14
60.9
:
:
95.5%
2014-15
59.4
:
:
99.1%
2015-16
61.7
19.0%
19.0%
49.3%
2016-17
52.0
13.5%
13.5%
63.4%
2017-18
66.3
8.3%
8.3%
75.6%
Source: Network Rail
Source: Train operating companies
Publication schedule:
Published: 5 July 2018
Next publication date: July 2019
Symbols:
(-)           Operator not in service
(:)           Data not available
(r)          Data revised
(p)          Data are provisional
Revisions
 
For the latest information on data revisions, please see the revisions log: http://www.orr.gov.uk/statistics/code-of-practice/revisions-log
Notes:
 
For a fact sheet summary, please visit: http://www.orr.gov.uk/statistics/published-stats/statistical-releases
Public performance measure (PPM) shows the proportion of trains that arrive at final destination on time. On time is defined as within five minutes, or within ten minutes for the long distance train operators. For existing TOCs, disaggregated PPM data at the sub operator level are available on the Data Portal.
 
Significantly late refers to trains that arrive at final destination between 30 and 119 minutes late.
 
Cancelled trains refers to both full and part cancellations. A full cancellation is when the train failed to run entirely or ran less than 50 per cent of booked mileage. Trains that arrive over 119 minutes late are counted as full cancellations. A part cancellation is when the train terminated short of destination or started beyond origin. Trains that fail to call/stop at a booked station are counted as part cancellations.
A complaint is defined as ‘any expression of dissatisfaction by a customer or potential customer about service delivery or about company or industry policy’.

As some TOCs carry more passengers than others, we have presented the data as a rate per 100,000 passenger journeys. This is a superior measure to a ratio against passenger kilometres as, no matter how long the trip, a dissatisfied customer will only complain once.

The industry target for responding to complaints is 20 working days. For more information on complaints handling can be found here:
http://orr.gov.uk/statistics/published-stats/statistical-releases
National Rail Passenger Survey results are published by Transportfocus. The results can be viewed here http://www.transportfocus.org.uk/

Other links:
Other data on passenger train kilometres, passenger journeys, passenger kilometres, PPM and complaints data for each year can be found here; http://dataportal.orr.gov.uk/