Our performance

We want to be as honest and open as possible when we talk about our performance.

The age of our trains, stations and lines are still a major challenge. But a huge amount of work has been carried out since the start of our franchise, and we believe our customers are now beginning to see some real benefits.

Download our full Public Performance Measure report. 

Punctuality and reliability


Punctuality is the number of trains that arrive at their final station on time. The ‘on-time allowance’ is the leeway we have, to still be classed as on time. 


Reliability is the number of scheduled trains that run.

Updated Thursday 11 January 2018. Discounts apply from 14 January 2018 to 10 February 2018 inclusive.

To track how well we are doing, view our daily performance and punctuality results.

Void days

A void day is when there’s a serious disruption at peak time, and we haven’t offered you another way to get to where you are going.

We will put posters up at our stations, and get in touch with you by email or post.

We'll explain what happened, and how you can claim either a season ticket extension or a refund.

Discounts for renewed season tickets

If you are entitled to a discount, we’ll take it off when you buy your new ticket:
  • within four weeks of the day your old ticket expires
  • for the same journey
  • for the same, or shorter, period of your old ticket

Customer satisfaction

You may also like to...