When new franchise deals are let we want to see passenger views at the heart of the decisions about their services.

The Wales and Borders franchise, currently operated by Arriva Trains Wales, ends in October 2018 and the Welsh Government has been consulting on its proposals for the future operation. This document sets out many important issues that should be addressed in the franchise specification, and by bidders before the contract is let.

We suggest that the top level priorities for the next Wales and Borders franchise to address are:

• capacity and frequency
• value for money
• punctuality and reliability
• effective disruption management.

Attention should also be given to personal security on board trains, cleanliness inside trains, provision of accurate and timely information and, to build trust further, clear and open communication.