The National Rail Trends report, issued by the Office of Rail Regulation confirms Arriva Trains Wales has achieved record levels of punctuality with customer complaints showing a significant decrease.

The quarterly report is published by the Office of Rail Regulation and shows that Arriva Trains Wales is one of the highest performing train operating companies in the UK, with an average performance of 95% – up from 93.1% for the same quarter last year.

Meanwhile customer complaints continue to go down, showing a reduction from 270 to 210 per 100,000 passenger journeys for the same quarter last year. The report also compares full year complaint levels for 07-08 against 08-09, showing an overall reduction in complaints by 19.1%.

Arriva Trains Wales commercial director, Mike Bagshaw, said:

“There has been relentless effort in driving up the punctuality of ATW services across Wales and the English borders. This has been achieved through a combination of good planning, improvements in the reliability of our fleet of trains and constant attention to detail in eliminating the causes of delay. Our staff have work extremely hard in making us the most punctual train operator of our size and complexity in the UK.”