A rail operator has said bad winter weather is to blame after complaints about its service skyrocketed.
For every 100,000 journeys made on Arriva Trains Wales, the most widely used operator in the country, 66 passengers complained, new figures show.
In a year, formal complaints rose by 28%, making it the sixth most complained about service in Britain.
But the company has pointed to problems during Storm Emma, which crashed into the British Isles in the first week of March.
Wales was badly affected by the storm, which caused chaos on the train lines with almost all services delayed or cancelled.
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Barry Lloyd, Arriva Trains Wales head of customer experience, said extreme weather led to the complaints, the BBC reported.
He said: While the volume of complaints has increased, this is largely down to the extreme weather we experienced in the autumn and at the start of the year which led to unprecedented numbers of cancellations.
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We acknowledge that trains are becoming busier as passenger numbers continue to grow massively from 18 million in 2003 to 33.5 million last year, while it has been well documented that there is a lack of available diesel rolling stock in the UK at present.
We are doing all we can to improve this situation with our partners in Welsh Government moving towards the end of the franchise.
The complaints do not include those lodged on social media.
More: UK
However, Mr Lloyd said other statistics show the company is third in Britain for customer satisfaction following a complaint, and seventh for praise received.
The firms franchise is set to end later this year with KeolisAmey taking over in October.
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