CASE STUDY FOR Arriva Trains Wales Ltd

Sector: Transport


  • Face-to-Face Interviews
  • Full Reporting


Arriva Trains Wales (ATW) is part of the Arriva Group, a leading provider of passenger transport in Europe. As one of the 26 rail companies in the UK their commitment is to safety and security, quality, punctuality and cleanliness. ATW achieves its quality services by having a fleet of approximately 116 trains covering a route of over 1,000 miles; this is supported by 2,000+ employees.

When buying a ticket to travel on ATW services each passenger enters into an agreement with the train company. This agreement gives the passenger the right to make the journey between each station, or stations, on the ticket that has been bought.

The ‘Conditions of Carriage for Passengers’ state that before travelling a ticket must be held which is valid for the train that is intended to be used for the journey. If travelling on a train without a ticket, the rail traveller will be liable for a penalty fare, unless they are travelling from a station at which:

  • No ticket office is available or open
  • No self-service ticket machines are available or in working order

The Brief:

ATW commissioned RMG:Clarity to undertake quantitative research on designated ATW routes in South Wales, namely: the North Wales Mainline from Holyhead/Caergybi to Runcorn East, and additionally the lines from Llandudno Junction/Cyffordd Llandudno and Llandudno, Wrexham Central/Wrecsam Canolog to Bidston, Shrewsbury to Nantwich/Yr Heledd Wen, Shrewsbury to Chester and Shrewsbury to Cwmbran.

The Project:

The research took the form of a face-to-face survey at designated stations. A programme of work was agreed from the onset to ensure that all requirements were met. The survey covered all the designated routes, all stations on the routes and all times during which trains were running and was statistically significant to allow for meaningful analysis. The research took the form of face to face interviews at designated stations. This research covered 70+ stations in the Wales. Surveying was not carried out on bank holidays/school holidays as they can be atypical.


Arriva Trains Wales is part of the Arriva Group, a leading provider of passenger transport in Europe. RMG:Clarity have undertaken a number of projects for Arriva Trains such as the Ticketless Travel surveys and an On-Train Perception Survey of various scales through which we were able to monitor its quality and continue its high quality services.  I found rmg:clarity met our objectives, kept within the agreed timescales, and handled each project to a professional manner.

Ian Bullock
Customer Services Director
Arriva Trains

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