Letter about Valley Lines disruption (Arriva Trains Wales)
16 September 2014
In July 2014 passengers on the Arriva Trains Wales (ATW) Valley Lines network experienced two days of significant disruption, caused by problems with Network Rail signalling equipment. ATW recognised that part of passengers’ frustration stemmed from not having timely, accurate information to make an informed choice about what they should do. To its credit, ATW asked Passenger Focus to carry out a ‘no-holds-barred’ review of the quality of information provided to passengers, knowing that our report would be published.
Passenger Focus met key ATW personnel in September 2014 to discuss our initial findings. Click the download button to see the letter we wrote to ATW with our conclusions and recommendations.
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