Bus services in Wales rated – as passengers say the bus driver makes all the difference 

25 March 2025

Bus passengers across Wales have had their say as part of the Your Bus Journey survey from the independent watchdog Transport Focus. 

 The results from the 2024 survey showed overall passenger satisfaction at 84 per cent, with passengers in Mid and North Wales reporting more positive results at 88 per cent and 86 per cent respectively. Passengers in South East Wales were the least satisfied with 83 per cent. 

 The best rated aspect of the bus journey by passengers in Wales is the bus driver, with 88 per cent satisfaction overall. Even higher scores are reflected across the country with passengers in Mid Wales most impressed at 91 per cent, those in South West Wales at 90 per cent, 88 per cent in North Wales and 87 per cent in South East Wales. 

 As the definitive, independent bus passenger satisfaction survey in England, Scotland and Wales, Your Bus Journey gives detailed passenger feedback on 48,000 journeys. It provides a benchmark of passenger satisfaction including on board the bus, punctuality of the service, value for money and journey times. 

 Louise Collins, director at the independent watchdog Transport Focus, said: 

 “These are positive results for Wales, providing a useful benchmark to build on. Passengers tell us punctuality and value for money are areas for improvement, Transport for Wales and bus operators need to continue to work together so that passengers see the improvements promised. 

 “Buses play a vital role connecting communities across the nation to job opportunities and public services. Variations in scores across the regions show some passengers are not receiving the same quality of service.  

 “We’ll be using the results to help the industry focus on driving improvements and help make bus the first choice for more people.” 

 Lee Robinson, Executive Director for Regional Transport and Integration, Transport for Wales said: 

 “We’re encouraged by the results of the Your Bus Journey survey here in Wales but acknowledge there’s more work to do to. The shift to more fare-paying passengers using the services and paying with contactless technology demonstrates we are heading in the right direction with many people choosing the bus over other modes of trYour Bus Journey summary report 240325

• Passengers were least satisfied with the value for money of their service at 62 per cent and it remains a key area for improvement. Passengers in Mid Wales were the most satisfied with the value of their service at 79 per cent, while only 61 per cent of South East Wales passengers were satisfied with value for money of their journey. 

• Satisfaction with operators across Wales ranges from 89 per cent for Newport Bus to Cardiff Bus with 80 per cent of passengers satisfied with their bus journeys. 

• Perception of punctuality is at 77 per cent overall, ranging from 86 per cent of Mid Wales passengers being satisfied with timeliness, to 76 per cent of passengers in South-East Wales.  

• Journey time is rated higher, achieving 85 per cent satisfaction in North Wales through to 82 per cent in Mid Wales. Overall 84 per cent of passengers were satisfied with how long the journey took. 

ENDS

Notes to editors 

DOWNLOAD REPORT: Your Bus Journey survey results 

 Transport Focus spoke to 41,000 passengers across 39 areas in England (outside of London), 3500 in Scotland and 3600 in Wales about their overall satisfaction with their journey.