Performance monitoring report on

NATIONAL RAIL PASSENGER SERVICES IN THE LONDON AREA

Quarter 2 2003-04 (July-September 2003)

Prepared by

LTUC Research and Policy Team 6 Middle Street London EC1A 7JA

January 2004 CONTENTS

Section 1 Public performance measure (PPM) Section 2 Lost minutes Section 3 National passenger survey (NPS) Section 4 Passengers in excess of capacity (PIXC) (not reported this quarter) Section 5 Passenger complaints (not reported this quarter) Section 6 Impartial retailing survey (not reported this quarter) Section 7 Glossary and definitions

Annex A PPM results for Quarter 2 2003-04 (table) Annex B PPM results for Quarter 2 2003-04 (chart) Annex C 3-year PPM trends – all trains (chart) Annex D 3-year PPM trends – London and south east peak trains (chart) Annex E Lost minutes – Quarter 2 2003-04 (table) Annex F NPS results Autumn 2003 (table) Annex G Narrative commentaries supplied by the following operators: c2c, Chiltern, Connex South Eastern, First Great Eastern, Gatwick Express, Silverlink, South Central, South West Trains, Thames Trains, Thameslink, West Anglia Great Northern, Anglia, First Great Western, Hull Trains, Midland Mainline and Virgin West Coast

OVERVIEW OF QUARTER

• London and south east operators’ reliability was worse than a year ago, with a 2.3% year-on-year decline.

• Wide variation between individual London and south east operators continued, ranging from 11% of trains delayed or cancelled to 33%.

• Longer distance operators’ performance was 5.4% worse than the previous year.

• Most operators’ results were badly affected by the imposition of speed restrictions because of unusually hot weather during August (with the consequent risk of overheated rails)

• The number of trains planned in London and the south east was greater than a year ago, but operators on the longer distance routes planned fewer.

• The number of ‘lost minutes’ for all trains attributed to Network Rail rose in comparison to the previous quarter.

• The largest single cause of delay to trains was infrastructure defects.

• Passenger satisfaction levels were generally lower than the previous year, and users of longer distance services were much less satisfied than in previous National Passenger Surveys.

1. PUBLIC PERFORMANCE MEASURE (PPM)

Results for this quarter are tabulated in Annex A. All-trains performance, by train operating company, is shown graphically in Annex B. Each operator's three-year performance, compared with the mean for its group, appears graphically in Annex C. The same information, limited to weekday with-flow peak period trains on the London and south east system (excluding Gatwick Express) appears graphically in Annex D. Some percentages may not sum exactly, because of the effects of rounding.

London and south east

1.1 Annexes A and B present a varied picture, with the cancellation and lateness rates for London and the south east operators fluctuating markedly. But in order to eliminate seasonal effects which are cyclical in nature, the comparisons shown in the table are with the equivalent quarter a year earlier. The charts in Annex C show that, for this group of operators taken together, the PPM score was 2.3% worse than in the previous year.

1.2 The total number of trains scheduled was 0.7% greater than a year earlier. Of the eleven operators in this group, five had fewer trains planned than in the previous year. At the level of individual train companies, these totals can show surprisingly large short-term variations, as they are affected not only by planned timetable changes but also by (e.g.) industrial action and engineering “possessions”, i.e. periods when the regular timetable is suspended in order to allow work to be carried out on the track and/or signals. In this quarter, Gatwick Express’s planned level of service (measured by the planned number of trains) was 6.0% higher than a year earlier, while on c2c it was 4.0% lower.

1.3 Of the trains planned, 1.8% were cancelled – a rise of 0.5% since the previous quarter and of 0.2% since the same period in 2002-03. Only two out of the eleven operators in this group cancelled fewer trains than a year ago. The cancellation rate was highest on Thameslink (at 3.5%), while Gatwick Express suffered the highest year-on-year increase of 1.1%. The fewest cancellations occurred on Chiltern (at 0.8%). c2c showed the greatest improvement with a reduction of 2.9%.

1.4 In this group of services, lateness is defined as trains reaching their advertised termini five or more minutes late. Taken as a group, 19.2% of trains were late, an increase of 2.0% over the year and 4.9% over the quarter. Three out of the eleven operators achieved a year-on-year reduction, the highest being that of Chiltern at 1.5%. The operator with the worst increase was Thameslink, with 7.4% more of its services arriving late than in the previous year.

1.5 The net outcome of these changes was that Thameslink had the worst overall punctuality performance, with 29.8% of its trains arriving late. Chiltern had the best performance, with only 10.0% of its trains doing so. It is sometimes suggested that it is difficult for relatively long-distance operators to achieve the same levels of punctuality as those whose trains make shorter journeys – which is why the permitted margin of deviation from advertised time before a train is deemed to be late is greater for the longer distance train companies (10 minutes) than for those running primarily in London and the south east (5 minutes). But this does not adequately account for the variations within each category. The Strategic Rail Authority has conducted a review of Network Rail’s “rules of the plan”, which underpin the timing allowances on which timetables are based, in order to ensure that appropriate account is taken of such changes in the operating environment as new rolling stock, boarding/alighting times required for increased passenger loadings, and “defensive driving” techniques introduced to mitigate the risk of signals passed at danger. This exercise is intended in due course to deliver more robust timetables which should, inter alia, offer better protection against the repercussive impact of individual minor delays.

1.6 The public performance measure (PPM) combines cancellations and lateness in a single performance yardstick. For the London and south east group as a whole, the PPM in this quarter was 2.3% worse than a year ago and 5.3% worse than in the immediately preceding quarter.

1.7 Compared with 2002-03, four London & south east operators showed an improvement, the greatest being that of c2c (up 1.6%). Thameslink experienced an 8.3% drop in PPM, attributable to a surge in both late running and cancellations. Chiltern achieved the best overall outturn PPM result (at 89.1%). The worst PPM result was that of Thameslink (at 66.8%), displacing South West Trains to regain the position of ‘worst in class’.

1.8 Heathrow Express is a wholly commercial service, operated by BAA Rail, and is not subject to the SRA’s franchising requirements (including the disclosure of performance information). The company has, however, voluntarily agreed to supply train performance data to LTUC on the same basis as that which is used for calculating the SRA’s PPM.

1.9 Heathrow Express planned the same number of trains as in the previous year. The proportion of cancelled services was 0.4% higher, and the proportion of late services was 7.2% higher. This change in punctuality affected the overall PPM result (83.9%), but even with this decline Heathrow Express’s PPM result was bettered by only three London and south east operators.

1.10 The graphs in Annex C show the PPM for each London and south east operator (in black) relative to the mean for all operators in the group (in white). They also show, by means of finer lines, the three-year trends for the operator and the group. The seasonality of fluctuations in performance is clearly evident, with a downturn occurring in the third (autumn) quarter of each reporting year. The impact of the post-Hatfield speed restrictions, in quarter 3 of 2000-01, is dramatic, and the subsequent recovery has been slow.

1.11 The operators can be divided into three principal categories :

(a) Operators whose performance has improved over time, relative to the group (and is now generally – but not invariably – above average) : Chiltern, First Great Eastern, Gatwick Express and West Anglia Great Northern.

[Chiltern has been awarded a franchise renewal. The First Great Eastern franchise is to be absorbed by Greater Anglia, together with the West Anglia component of West Anglia Great Northern.]

(b) Operators whose performance has deteriorated over time, relative to the group (and is now generally – but not invariably – below average) : c2c, Thames Trains and Thameslink.

[The Thames Trains franchise has been awarded to First Group and is to be absorbed by Greater Western.]

(c) Operators whose performance trend over time has broadly matched that of the group as a whole (though it may be better or worse than the average) : Connex South Eastern, Silverlink, South Central and South West Trains.

[South Central and South West Trains have been awarded franchise renewals. Connex South Eastern has had its franchise terminated and is now run by South Eastern Trains.]

1.12 The graphs in Annex D show the PPM for the London and south east group limited to weekday with-flow peak period trains, which carry the largest share of their users (excluding Gatwick Express which is not primarily a commuter railway). The general pattern is broadly similar to the all-trains data, though fluctuations tend to be greater. By this measure Silverlink and South West Trains have performed somewhat better than on an all-trains basis, while c2c, Chiltern, Thames Trains and Thameslink have performed somewhat worse.

Longer distance

1.13 The table in Annex A and the graphs in Annexes B and C contain similar information for the five principal longer distance train operators serving London. These routes are less prone to cyclical seasonal variations in performance, and the impact of the post-Hatfield speed restrictions (and of “possessions” – i.e. periods when the railway has been out of use for track repair work) has been greater.

1.14 The total number of longer distance trains planned was 2.7% less than a year earlier. Midland Mainline achieved a rise of 6.7%, while First Great Western experienced a fall of 10.1%.

1.15 The overall cancellation rate was 2.5%, 1.0% worse than a year earlier and 1.1% worse than in the preceding quarter. Virgin West Coast had the highest cancellation rate, with 3.3% of its trains not running. Midland Mainline had the greatest year-on year increase, at 2.0%. The operator with the lowest cancellation rate was First Great Western at 1.5%. The best year-on-year improvement was Anglia Intercity, reducing cancellations by 0.7%.

1.16 For longer distance routes, lateness is measured by trains reaching termini more than ten minutes late, rather than five. But despite this more relaxed yardstick, these operators are traditionally less punctual than their London and south east counterparts, a discrepancy perpetuated in the quarter under review. No less than 30.8% of their trains arrived late, which was 4.3% worse than a year ago and 8.6% worse than in the preceding quarter. Even the best performing operator, Anglia Intercity, saw 19.9% of its trains arrive late, while Midland Mainline’s result was 35.5% (i.e. its passengers suffered delays of ten minutes or more on more than three occasions out of ten). The greatest year-on-year improvement was that of Virgin West Coast (down by 2.1%), while the greatest decline was that of Midland Mainline (up by 15.6%).

1.17 Combining cancellations and lateness produced an overall PPM of 66.7% for the longer distance group this quarter, which was 5.4% worse than a year ago and 9.9% worse than a quarter ago. Of this worsening performance, 4.3% was due to increased lateness and 1.0% due to an increase in cancellations, relative to the same quarter last year. The best relative result, compared with 2002-03, was Anglia Intercity (up 0.6%) and the worst was Midland Mainline (down 17.6%). The best outturn result was also Anglia Intercity (77.9%), with the worst again being Midland Mainline (61.5%).

1.18 The graphs in Annex C show the dramatic impact of the speed restrictions imposed after the Hatfield accident in Quarter 3 of 2000-01, and the industry’s slow recovery thereafter. Virgin West Coast was worst affected by this situation, and has made the fastest subsequent recovery. Anglia Intercity, First Great Western and Midland Mainline have all shown performance trends which are negative in relation to that of this group of operators taken together.

[Great North Eastern and Midland Mainline have been awarded franchise extensions. Anglia is to be absorbed into the new Greater Anglia franchise.]

1.19 LTUC is pleased that Hull Trains (an unfranchised operator) has responded affirmatively to an invitation to provide data for inclusion in reports in this series. Its commentary appears in Annex G.

2. LOST MINUTES

On the national rail network, “lost minutes” are used as the aggregate measure of train delays. Each such minute is attributed to its cause, and such causes in turn are attributed to the train operators and the infrastructure operator (Network Rail, formerly Railtrack). They form the basis for the compensation payments which pass between the operators. The total number of minutes lost by each operator depends not only on its performance but also on the scale of its activity, so for the purposes of this report the totals are expressed as percentages to facilitate comparisons.

2.1 The table at Annex E shows the proportion of minutes lost during the quarter under review, by operator, attributed according to the causes used within the rail industry. Data for Anglia relate to the whole of this company’s operations, not only to the longer distance trains which serve London.

2.2 For the London and south east operators, 43.5% were attributed to the train companies, the largest component being rolling stock defects (17.8%). Of this 43.5%, 31.7% were “TOC-on-self” delays (i.e. caused by the same train operator) and 11.8% were “TOC-on-TOC” delays (i.e. caused by another train operator, including freight companies). Of the 56.5% attributed to Network Rail, the largest component was problems with the track and structures (18.1%). It should be noted that the Network Rail component includes some factors due to third parties (such as vandalism) or “acts of God” (such as severe flooding).

2.3 There are notable variations between the operators in the relative impact of the various causes of delay. For example, train crews accounted for three times as many delays on c2c as on Chiltern. But this does not mean that c2c train crews are only a third as reliable as those of Chiltern – because these data are percentages and therefore relative (i.e. they do not relate to the actual level of delay, for which the PPM results should be consulted). Much of this discrepancy is due simply to the fact that Chiltern was more vulnerable to other factors.

2.4 TOC-on-self delays accounted for the largest proportion of delays on c2c (45.2%), a route which carries few other operators’ trains. TOC-on-self delays were least on Gatwick Express (9.2%), which shares the whole of its route with other operators and is therefore particularly exposed to the effects of other TOCs’ failures.

2.5 TOC-on-TOC delays, for the same reasons, were least on c2c (2.4%) and greatest on Gatwick Express (36.3%). Network Rail delays were least on South Central (47.6%) and greatest on First Great Eastern (70.5%).

2.6 Continuing a trend established over the past four quarters, the major longer distance operators were more heavily affected than their London and south east counterparts by Network Rail delays (61.4%) and less affected by TOC-on-self delays (29.3%) – i.e. they were, to a greater extent, the victims of another party. Again, rolling stock defects were the largest cause of TOC-related delays (22.9%) and track and structures were the largest cause of Network Rail delays (25.0%).

2.7 First Great Western was worst affected by TOC-on-TOC delays (11.3%), while Midland Mainline was worst affected by TOC-on-self delays (43.2%). Great North Eastern was worst affected by Network Rail delays (69.3%).

3. NATIONAL PASSENGER SURVEY (NPS)

The National Passenger Survey is conducted twice yearly, the autumn and spring. The tables in Annex F show the net satisfaction scores recorded in the autumn 2003 wave of the survey, and the change in rating since the equivalent wave a year earlier (ranked in order of relative importance, as rated by respondents).

Note: From autumn 2003 wave, the list of topics covered by the National Passenger Survey has been substantially extended. Year-on year change in satisfaction is therefore shown only in respect of those topics which featured in the autumn 2002 wave.

3.1 As revealed in previous waves of this survey, the first table in Annex F shows that the overall satisfaction with service provided by the London and south east operators is markedly lower than that with their longer distance counterparts, and respondents within the LTUC area give consistently lower ratings than those given by all respondents nationwide. This may reflect both the difference in the typical level of amenities provided by the operators on trains and at stations, and the greater proportion of frequent users in and around London (whose responses are therefore more likely to have been affected by past adverse experiences).

3.2 As in the previous year, Gatwick Express achieved the highest individual rating among the London and south east operators for the greatest number of the individual service elements covered (seventeen out of twenty eight), and was also rated highest for overall satisfaction. Chiltern and c2c also achieved top scores for one or more elements. Silverlink was rated lowest overall, but Connex South Eastern had the lowest rating of the operators in this group for the greatest number (nine) of the individual service elements. Other operators ranked lowest for individual elements were Thameslink (in seven cases), Silverlink (in five), South Central (in four), West Anglia Great Northern (in two), and c2c and First Great Eastern (one each).

3.3 The second table in Annex F shows the change in net user satisfaction ratings since the equivalent survey the previous year. Net overall satisfaction with London and south east operators was down by 2%. Punctuality/cancellations suffered the largest negative year on year change, with an 11% reduction in user satisfaction; this was closely followed by seat availability (-10%). The only improvement was in the passenger perception of the station waiting environment (+3%).

3.4 Connex South Eastern was alone in achieving an improvement, albeit small, in its overall rating. West Anglia Great Northern achieved the highest upward shift in four out of twelve service elements. Other operators to gain the most positive shift for one or more individual elements were Chiltern, Connex South Eastern, First Great Eastern, Gatwick Express, South Central, South West Trains and Thameslink. Reductions were widely distributed with seven operators receiving the greatest negative shift in satisfaction for a particular item, and Thameslink being in this position three times, including suffering the greatest overall decline. Other operators ranking lowest for individual elements were c2c, Connex South Eastern, First Great Eastern, Silverlink, South Central and Thames Trains.

3.5 Among the longer distance operators Great North Eastern Railway achieved the highest overall satisfaction rating, and Virgin West Coast the lowest. The range of ratings amongst these operators is much narrower than for their London and south east counterparts, and the results are generally higher. Both Great North Eastern and Anglia were best performers for nine of the individual service elements. Midland Mainline received the lowest score in eleven categories, with Virgin West Coast worst in six.

3.6 Turning to year-on-year change, overall net satisfaction with longer distance operators dropped by 8%. Virgin West Coast achieved the highest increase (or lowest decline) in satisfaction for nine individual service elements, with Great North Eastern doing so twice, and Midland Mainline and First Great Western once each. Midland Mainline suffered the greatest reduction (or least increase) in seven categories (including overall satisfaction), Great North Eastern in three, and First Great Western and Virgin West Coast in one each.

3.7 In previous waves of the survey users of longer distance services expressed greater satisfaction with punctuality/cancellation rates and service frequency than did compared London and south east service users. But on this occasion the punctuality/cancellation rates of the longer distance operators were perceived by passengers to be much poorer than those of London and south east operators. This mirrors the PPM data for the quarter under review, where the longer distance services suffered a greater relative decline. The widespread speed restrictions imposed in August, because of the risk of rails buckling as a result of unusually high temperatures, are likely to have had a disproportionate effect on the performance of longer distance operators whose trains are generally scheduled to run at higher speeds than those on London and south east services.

4. PASSENGERS IN EXCESS OF CAPACITY (PIXC)

A survey of peak train loadings on the London and south east commuter network is conducted annually on behalf of the Strategic Rail Authority, normally in the autumn. The most recently published results, those for 2002, were recorded in the report for Quarter 4 2002-03. For the definition of PIXC, see paragraph 7.9.

5. PASSENGER COMPLAINTS

The Strategic Rail Authority issues data relating to the number of complaints received by the various train operators. In previous years the results were published twice-yearly, the results for October–April 2003 being given in the Quarter 4 2002/04 report in this series. The SRA has now switched to an annual publication cycle, and the results for 2003/04 will appear here when released.

6. IMPARTIAL RETAILING SURVEY

A survey of train companies’ compliance with the impartial retailing requirements contained in their operating licences is conducted periodically by the Association of Train Operating Companies (ATOC). No results were reported during the period under review. 7. GLOSSARY AND DEFINITIONS

7.1 Data sources and coverage

Unless otherwise stated, all base data used in this report have been supplied by the Strategic Rail Authority to the Rail Passengers Council, but may have been subject to further analysis by LTUC. Despite careful checking, the possibility of error exists, and any prima facie evidence of this will be gratefully received.

This report is concerned solely with performance outputs and is limited to operators on the national rail network with a significant presence in London. More comprehensive information on the performance of the national rail network as a whole, including demand trends and financial data, is available in periodic SRA publications, notably National Rail Trends.

All of the operators covered in this report (except Gatwick Express and Heathrow Express) provide some services outside the LTUC area. Unless otherwise stated (notably in the case of Anglia’s Intercity route), the data relate to the whole of each company’s operations and are not limited to services within or to/from London, although in each case such services do represent the majority of its network. Separate data for services wholly or primarily within the LTUC area, or within Greater London, are not published – and the nature of the service pattern provided is such that such a distinction would carry little meaning.

A number of other national rail operators also have a presence in London. Eurostar and Hull Trains are unfranchised operators, whose performance results are not published. Central Trains, ScotRail, Virgin Cross Country and Wales & Borders all operate some services to and from the LTUC area. But these account for a very small proportion of these companies’ networks, and for a very small proportion of the total volume of services covered by LTUC, so their inclusion in this report would be potentially misleading.

7.2 Glossary

ATOC Association of Train Operating Companies LTUC London Transport Users Committee NPS National passenger survey PIXC Passengers in excess of capacity PPM Public performance measure RPC Rail Passengers Council SRA Strategic Rail Authority TOC Train operating company

7.3 Definitions

Public performance measure

The PPM measures the performance of individual trains against their planned timetable, and shows the percentage that are neither cancelled nor late. A train is regarded as cancelled if it does not run or fails to complete half its planned journey. A “partial cancellation” occurs if it fails to observe all advertised stops. A train is late if it arrives at its advertised destination five or more minutes late (in the case of London and south east operators) or ten or more minutes late (in the case of longer distance operators). The timetable against which performance is judged is the “plan of the day”, including any alterations made to the published timetable to take account of (e.g.) engineering works or major incidents.

Lost minutes

This is the measure used within the rail industry to attribute responsibility for delays and disruptions (but not cancellations). All advertised passenger trains are included. Delays attributed to train operators (TOCs) are categorised as either “TOC-on-self” delays, i.e. caused by the same company’s trains, or “TOC-on- TOC” delays, i.e. caused by another company’s trains (including those of freight operators). Delays attributed to Railtrack include all those not caused by TOCs (or directly by their passengers), and therefore include some caused by third parties (e.g. trespassers and vandals) or “acts of God” (such as extreme weather conditions).

In this report, causes are grouped into fourteen principal categories. These are amalgamated from nearly 300 individual sub-categories used for recording purposes, details of which are available on request. “Neutral zone” entries relate to delays occurring at the train/infrastructure interface (typically because of poor wheel/rail adhesion) which are divided equally between Railtrack and the TOCs because they cannot sensibly be attributed uniquely to either.

Lost minutes data are provided by the SRA to assist the RPC network in its work, but are not otherwise generally released. They should be treated only as a general guide to the relative significance of different contributory factors, and may be subject to adjustment following negotiation between the industry partners to which they relate.

National passenger survey

The NPS is conducted twice a year at around 700 stations across the network, at different times of the day and days of the week. The stations are selected to reflect the overall pattern and profile of demand, and the number of passengers surveyed is weighted to reflect the size of different companies’ operations. Self- completion questionnaires are used, and passengers are asked to rate 15 service attributes on a five-point scale (from very satisfied to very dissatisfied). Twelve attributes are reported on a TOC-specific basis and are shown in this series of reports. The results are given as the “net satisfaction rate”, i.e. the excess of those voicing satisfaction over those voicing dissatisfaction (irrespective of degree), expressed as a percentage.

Passengers in excess of capacity

A census is conducted annually, normally in the autumn, of loading levels on all London and south east operators’ trains running into London between 0700 and 0959 and out of London between 1600 and 1859. Loadings are measured at the point of maximum loading, which is normally on the approaches to the London terminus.

Each train has a planned capacity, based on the number of carriages and the number of standard class seats they contain. The formula takes relevant floorspace into account (e.g. vestibules), and allows 0.55 square metres per standee, in addition to seating capacity. As a general rule, sliding door trains have a capacity of around 135% of the number of seats, and slam door trains a capacity of around 110%. But as the SRA expects operators to provide sufficient capacity to prevent any passengers from having to stand involuntarily for more than 20 minutes, the planned capacity is in practice deemed to be equal to the seating capacity on trains which are due to run non-stop for 20 minutes or more at the census point. Trains are assumed to be running at their booked strength (i.e. planned length), irrespective of whether they are actually doing so at the time of the census, as PIXC is measured relative to planned capacity. Other contractual incentives exist to discourage unplanned reductions in capacity (i.e. “short formations”).

PIXC is expressed as the percentage of all with-flow peak period passengers who are standing in excess of the planned capacity of the trains on which they are travelling. Unoccupied seats and standing places on other trains are disregarded, so there is no netting-off of heavily loaded trains against others. But the statistic relates to the entire peak and to all trains. Individual trains and routes may be much more or much less heavily loaded.

Train operators are required to produce plans showing all reasonable steps they intend to take to reduce PIXC when it exceeds 4.5% in either peak or 3.0% in both peaks taken together.

Impartial retailing survey

This survey is conducted on behalf of ATOC, to check its members’ compliance with the relevant licence condition.

Licensed station operators are required, at their ticket offices, to offer passengers the cheapest available fare appropriate to the journey they intend to make, and not to discriminate in favour of or against the services and fares of any particular company.

The survey takes the form of a “mystery shopper” exercise. A range of typical purchaser questions in different scenarios is generated, based on the most recent ticket sales data to ensure their plausibility. There are nine scenarios involving variations of five factors : ticket type, length of journey stay, day of travel, point of origin, and use of railcards. A total of 11,000 “mystery shops” are then carried out at a stratified sample of stations across all of the train companies which operate ticket offices, chosen to ensure a reasonable spread of station sizes.

For each operator, and the entire industry, a “pass rate” is calculated showing the proportion of all purchases which were successful, i.e. in which the correct ticket was sold.

NATIONAL RAIL : TRAIN OPERATORS PERFORMANCE : QUARTER 2 (JULY - SEPTEMBER) 2003-04

Planned Cancelled Late PPM % Cancelled % Late % PPM Last year This year Last year This year Last year This year Last year This year Last yr % This yr % % change Last yr % This yr % % change Last yr % This yr % % change

LONDON & SOUTH EAST c2c [26000] 24956 [1430] 660 [2771] 2965 [21799] 21331 [5.5%] 2.6% -2.9% [10.7%] 11.9% 1.2% [83.8%] 85.5% 1.6% Chiltern [21287] 21647 [128] 180 [2451] 2172 [18708] 19295 [0.6%] 0.8% 0.2% [11.5%] 10.0% -1.5% [87.9%] 89.1% 1.3% Connex South Eastern [127073] 126066 [1499] 1688 [18958] 24450 [106616] 99928 [1.2%] 1.3% 0.2% [14.9%] 19.4% 4.5% [83.9%] 79.3% -4.6% First Great Eastern [60438] 60561 [635] 890 [6021] 7556 [53782] 52115 [1.1%] 1.5% 0.4% [10.0%] 12.5% 2.5% [89.0%] 86.1% -2.9% Gatwick Express [11574] 12237 [218] 370 [1432] 1958 [9924] 9909 [1.9%] 3.0% 1.1% [12.4%] 16.0% 3.6% [85.7%] 81.0% -4.8% Silverlink [48564] 49088 [1015] 1298 [6715] 8860 [40834] 38930 [2.1%] 2.6% 0.6% [13.8%] 18.0% 4.2% [84.1%] 79.3% -4.8% South Central [136144] 142091 [904] 2156 [24072] 25220 [111168] 114715 [0.7%] 1.5% 0.9% [17.7%] 17.7% 0.1% [81.7%] 80.7% -0.9% South West Trains [131254] 131828 [1848] 2041 [32115] 30638 [97291] 99149 [1.4%] 1.5% 0.1% [24.5%] 23.2% -1.2% [74.1%] 75.2% 1.1% Thames Trains [62040] 61345 [1033] 975 [11927] 16173 [49080] 44197 [1.7%] 1.6% -0.1% [19.2%] 26.4% 7.1% [79.1%] 72.0% -7.1% Thameslink [35331] 35196 [914] 1224 [7903] 10475 [26514] 23497 [2.6%] 3.5% 0.9% [22.4%] 29.8% 7.4% [75.0%] 66.8% -8.3% West Anglia Gt Northern [75762] 75670 [1509] 1486 [11670] 11459 [62583] 62725 [2.0%] 2.0% 0.0% [15.4%] 15.1% -0.3% [82.6%] 82.9% 0.3%

Sub-total [735467] 740685 [11133] 12968 [126035] 141926 [598299] 585791 [1.5%] 1.8% 0.2% [17.1%] 19.2% 2.0% [81.3%] 79.1% -2.3%

Heathrow Express [12528] 12528 [99] 148 [980] 1873 [11449] 10507 [0.8%] [1.2%] 0.4% [7.8%] 15.0% 7.2% 91.4% 83.9% 7.5%

LONGER DISTANCE

Anglia Intercity [5566] 5567 [165] 126 [1098] [1106] [4303] 4335 [3.0%] 2.3% -0.7% [19.7%] 19.9% 0.1% [77.3%] 77.9% 0.6% First Great Western [15076] 13546 [174] 209 [3957] [4409] [10945] 8928 [1.2%] 1.5% 0.4% [26.2%] 32.5% 6.3% [72.6%] 65.9% -6.7% Great North Eastern [9544] 9433 [105] 203 [2664] [2679] [6775] 6551 [1.1%] 2.2% 1.1% [27.9%] 28.4% 0.5% [71.0%] 69.4% -1.5% Midland Mainline [10460] 11160 [102] 333 [2083] [3965] [8275] 6862 [1.0%] 3.0% 2.0% [19.9%] 35.5% 15.6% [79.1%] 61.5% -17.6% Virgin West Coast [13707] 13184 [227] 430 [4581] [4130] [8899] 8624 [1.7%] 3.3% 1.6% [33.4%] 31.3% -2.1% [64.9%] 65.4% 0.5%

Sub-total [54353] 52890 [773] 1301 [14383] 16289 [39197] 35300 [1.4%] 2.5% 1.0% [26.5%] 30.8% 4.3% [72.1%] 66.7% -5.4%

Previous year's results shown [in parentheses] Percentages rounded to nearest 0.1% Change since previous year shown in italics For definitions see section 7 of report

"Best in class" shown thus "Worst in class" shown thus

NATIONAL RAIL : TRAIN OPERATORS PPM PERFORMANCE : QUARTER 2 (JULY-SEPTEMBER) 2003-04

LONDON & SOUTH EAST OPERATORS LONGER DISTANCE OPERATORS

100 100 95 95 90 90 85 85 80 80 75 75 70 70 e 65 65 60 60 55 55 50 50

mance Measur 45 45 or f 40 40 35 35 30 30 Public Performance Measure

Public Per 25 25 20 20 15 15 10 10 5 5 0 0

n n n s k al s s k n ia R rn e st c2c er er er s lin tr n in er gl E te lin a ilt st st re n rai ra lin th n N s in Co h a a xp er e T es r A G e a t C E E E ilv C st s T m o t W M es th at k S th e e ha t N ea nd W u re ic ou W am T Gr la in o G tw S h h ia G t id rg S t a ut T gl irs M Vi ex irs G o n F nn F S A Co W Last year This year Last year This year

ALL TRAINS PERFORMANCE TRENDS LONDON AND SOUTH EAST OPERATORS

c 2 c Chiltern 100% 100% 95% 95% 90% 90% 85% 85% 80% 80% 75% 75% 70% 70% 65% 65% 60% 60%

55% Public performance measure 55% Public performance measure 50% 50% 1 1 2 2 2 2 3 3 3 4 1 2 2 2 3 0 0 /03 0 0 /04 01 0 0 02 0 0 /03 /03 /0 /03 /04 /04 0/0 0/0 1/0 1/0 1/0 1/0 3 0 0 0 0 0 0 02/ 02/ 02/ 03/ 00/ 00/ 01/ 01/ 01/ 01/ 02 02 02 02 03 03 2 3 02 2 0 3 4 1 2 3 4 3 tr3 tr4 tr1 tr2 tr3 tr4 tr 1 tr r tr 4 tr 1 tr r 1 r 2 r r 4 r 1 r 2 Q Q Q Q Q Q Qtr Qtr Qtr Qtr Qtr Qtr t Q Q Qt Q Q Q Qt Qt Q Qt Qt Qt London and south east average London and south east average C 2 C Chiltern London and south east trendline London and south east trendline c2c trendline Chiltern trendline

Connex South Eastern First Great Eastern 100% 100% 95% 95% 90% 90% 85% 85% 80% 80% 75% 75% 70% 70% 65% 65% 60% 60%

55% Public performance measure 55% Public performance measure 50% 50% 1 3 3 4 2 2 3 3 3 4 4 /01 /0 /02 /02 /02 /02 /03 /03 04 /01 /01 /02 /02 /0 /0 /0 /0 /03 1 1 2/0 2/0 2 2 3/ 3/0 0 1 2/0 2 3/0 3/0 00 00 0 0 01 0 0 0 0 0 0 0 3 1 2 0 01 01 0 02 02 0 0 tr tr4 r r tr3 01 tr4 r 2 3 0 r 4 r 2 r3 r4 00 r1 01 r2 r3 r4 1 2 2 tr 1 r t tr 1 t t t t r r r 3 tr 4 tr 1 r Q Q Qt Qt Q Q Q Qt Q Q Qt Q Q Q Qt Qt Q Qt Qt Qt Qt Q Q Qt London and south east average London and south east average Connex South Eastern First Great Eastern London and south east trendline London and south east trendline Connex South Eastern trendline First Great Eastern trendline

Gatwick Express Silverlink 100% 100% 95% 95% 90% 90% 85% 85% 80% 80% 75% 75% 70% 70% 65% 65% 60% 60% Public performance measure 55% Public performance measure 55% 50% 50%

2 3 3 3 4 4 2 2 2 3 3 4 4 /01 /01 /0 /02 /02 /02 0 /0 03 0 /0 /01 /01 /02 /0 /0 /0 /03 /03 0 /0 /0 /0 0 1 2/ 2 2/0 3/ 3 0 0 1 1 2 2 0 01 01 0 0 0 02/ 0 0 0 0 0 0 0 01 01 02/ 02 03 03 r3 00 r4 r3 01 r4 4 2 r3 r4 r1 r2 r3 1 0 2 0 4 1 2 t tr1 tr2 t tr 1 tr 2 3 r tr 1 r tr4 tr tr r r r Q Qt Q Q Q Qt tr Qt Qt Qt Qt Qt Q tr 3 Q Q Q Qt Q Qt Q Q Q Qt Qt Qt London and south east average London and south east average Gatwick Express Silverlink London and south east trendline London and south east trendline Gatwick Express trendline Silverlink trendline

ALL TRAINS PERFORMANCE TRENDS LONDON AND SOUTH EAST OPERATORS

South Central South West Trains 100% 100% 95% 95% 90% 90% 85% 85% 80% 80% 75% 75% 70% 70% 65% 65% 60% 60% Public performance measure Public performance measure 55% 55% 25859 50% 50% 1 1 3 3 1 1 2 2 2 2 0 0 02 /02 /02 02 /03 /0 /0 /03 /04 /04 /0 /0 /0 /0 0 0 /03 /03 /03 /03 04 04 0/ 1/ 2 3 2 00/ 0 0 01 01 01/ 02 02 02 03 00 00 01 01 01/ 01/ 3 4 1 2 3 4 0 1 0 02 02 02 03/ 03/ tr4 tr1 tr2 r3 r r r r r 2 r1 r2 r3 r4 1 2 4 1 2 tr t t tr3 tr4 r r r 3 0 r Qtr Q Q Q Qt Qtr Qt Qt Q Q Qt Q Q Qt Qt Qt Qt t Q Qt Qt Q Qt Qtr Qtr Shorter distance average London and south east average South Central South West Trains" London and south east trendline London and south east trendline South Central trendline South West Trains trendline

Thames Trains Thameslink 100% 100% 95% 95% 90% 90% 85% 85% 80% 80% 75% 75% 70% 70% 65% 65% 60% 60% 55% 55% Public performance measure Public performance measure 50% 50%

2 2 3 3 3 4 4 1 2 3 3 3 4 4 /01 /01 /02 /0 /0 /02 /03 0 0 /01 /0 /0 /02 /02 /02 03 /0 /0 0 0 1 1 0 1 2/0 2/ 3/0 0 0 01 01 02/0 02/0 02/0 03/ 03/ 0 00 01 01 0 0 0 02/0 02 03 0 r3 r4 r1 0 r2 r3 r4 0 1 2 3 02 r3 r2 r3 01 r4 1 4 1 2 t t tr r r tr 4 tr 1 tr 2 tr4 tr1 t t r tr 2 r 3 r r r Qt Qt Q Qt Qt Q Qt Q Q Q Q Qt Q Qt Qt Q Q Q Qt Q Qt Qt Qt Qt London and south east average London and south east average Thames Trains Thameslink London and south east trendline London and south east trendline Thames Trains trendline Thameslink trendline

West Anglia Great Northern 100% 95% 90% 85% 80% 75% 70% 65% 60%

Public performance measure 55% 50%

1 1 3 3 3 3 4 /0 /0 /02 /02 /02 /02 /0 /0 /0 04 2/0 3/0 3/ 00 00 01 01 02 02 02 0 0 0 r3 r4 r1 r2 r3 01 r4 01 1 2 3 4 t t r r r tr 1 tr 2 Qt Qt Qt Qt Q Q tr Qt Qt Q Qt Q Q London and south east average West Anglia Great Northern London and south east trendline West Anglia Great Northern trendline

ALL TRAINS PERFORMANCE TRENDS LONGER DISTANCE OPERATORS

Anglia Intercity First Great Western 100% 100% 95% 95% e

90% ur 90% 85% 85%

80% e meas 80%

75% anc 75% m r o 70% f 70%

65% per 65%

Public performance measure 60% 60% Public 55% 55% 50% 50% 2 3 3 3 3 4 1 1 3 3 3 4 4 01 0 0 04 02 /02 /02 /02 0 /03 /0 /0 / /01 /02 /0 /02 /02 / / 0/0 0/0 1/ 1 1 1 2 3/0 0 1 2/0 2/0 2/0 3/ 0 02/0 00 0 01 0 01 0 02 0 0 03 0 0 0 0 0 02/ 02 03 0 4 3 4 r2 r3 r4 0 1 3 0 4 1 2 tr3 r tr1 01 tr2 r tr r 2 3 r 4 r 1 tr3 tr4 tr1 t t r tr 2 tr r r tr 1 r tr 2 Q Q Q Q Qt Q tr Q Qt Q Q Qt Q Q Qt Qt Qt Q Qt Q Q Q Qt Qt Qt Longer distance average Longer distance average Anglia Intercity First Great Western Longer distance trendline Longer distance trendline Anglia Intercity trendline Great Western trendline

Great North Eastern Midland Mainline 100% 100% 95% 95% 90% 90%

85% easure 85% 80% 80%

75% ance m 75% 70% 70% 65% 65% 60% 60% Public perform Public performance measure 55% 55% 50% 50% 1 1 2 2 2 2 3 3 4 1 1 2 2 2 2 3 0 /0 0 /03 /03 0 /04 0 /0 0 /0 /0 0 /0 /03 /03 /03 /04 /04 0/0 1/0 2 2/ 2/0 00/0 0 01/ 0 01 01/0 02/ 02 0 03 03/ 00 00/ 01 01 01/ 01 0 3 1 4 1 02 02 02 03 03 r tr4 r tr2 tr3 r 3 0 r r3 r1 r2 r4 tr 1 tr 2 tr tr 4 tr 2 t tr4 t t tr3 t tr 1 r 2 r 3 tr 4 r 1 tr 2 Qt Q Qt Q Q Qt Q Q Q Qt Q Q Q Q Q Q Q t Q Q Qt Q Q Qt Q Longer distance average Longer distance average Great North Eastern Midland Mainline Longer distance trendline Longer distance trendline Great North Eastern trendline Midland Mainline trendline

Virgin West Coast 100% 95% 90% 85% 80% 75% 70% 65% 60% Public performance measure 55% 50%

1 1 2 2 2 2 /03 /03 /03 /03 /04 /04 0/0 1/0 2 0 0 01/0 01/0 02 02 02 03 03 4 00/0 2 01/0 r3 4 1 2 4 1 tr3 tr tr1 tr r r r 3 0 r r r 2 Q Q Q Q Qt Qtr t Qt Qt Q Qt Qt Qt Longer distance average Virgin West Coast Longer distance trendline Virgin West Coast trendline

PEAK PERIOD PERFORMANCE TRENDS LONDON COMMUTER OPERATORS ONLY

c 2 c Chiltern 100% 100% 95% 95%

90% ure 90% ure 85% 85%

80% e meas 80% e meas 75% 75% 70% 70% 65% 65% performanc performanc 60% 60%

55% Public 55% Public 50% 50% 2 2 3 3 4 /01 01 /0 /0 /02 /02 /0 /03 /0 /03 /0 /04 2 2 3 3 4 1 1 2 2 2 3 /01 01 /02 /0 /02 /0 /03 /0 /03 /0 /04 /0 0 0/ 00 00/ 01 0 01 02 0 0 0 03 01 01 02 02 03 3 r4 1 2 3 4 0 1 2 4 0 1 2 0 01 01 02 02 03 tr t tr tr tr tr tr tr r 3 tr tr tr r3 0 4 1 2 3 4 1 2 3 4 1 2 Q Q tr r tr r tr r tr r tr r tr Q Q Q Q Q Q Qt Q Q Q Qt Q Qt Q Qt Q Qt Q Qt Q Qt Q London commuter operators average London commuter operators average C 2 C Chiltern London commuter operators trendline London commuter operators trendline c2c trendline Chiltern trendline

Connex South Eastern First Great Eastern 100% 100% 95% 95% ure ure 90% 90% 85% 85% e meas e meas 80% 80% 75% 75% 70% 70%

65% performanc 65% performanc 60% 60% Public

Public 55% 55% 50% 50%

1 1 2 2 2 2 2 2 2 2 3 3 3 3 4 4 0 0 03 03 04 /01 /01 0 0 /0 /0 /0 /0 /0 0 /0 / /0 / /03 / /03 / /04 / 0 0 1/ 1/ 1 1 2 2 2/0 2/0 3/0 3 0/0 1 1 1 1 2 2 3 0 0 0 0 00/ 0 0 0 0 0 02 0 02 0 03 0 0 0 0 0 0 0 0 4 r3 r4 3 4 0 2 r3 1 2 3 4 1 2 3 4 1 2 t t r 1 r 2 tr r r 1 r 2 r 3 r 4 r 1 tr tr tr r tr r tr tr tr tr tr tr Q Q Qt Qt Q Qt Qt Qt Qt Qt Qt Q Qt Q Q Qt Q Qt Q Q Q Q Q Q London commuter operators average London commuter operators average Connex South Eastern First Great Eastern London commuter operators trendline London commuter operators trendline Connex South Eastern trendline First Great Eastern trendline

Silverlink South Central 100% 100% 95% 95% ure ure 90% 90% 85% 85% e meas e meas 80% 80% 75% 75% 70% 70%

performanc 65%

performanc 65% 60% 60% Public Public 55% 55% 50% 50% 1 1 2 2 2 2 3 3 3 3 4 4 2 3 4 /0 /0 /0 0 /01 /01 /02 /02 /0 /02 /03 /0 /03 /03 /04 /0 0/0 0/0 1/0 1/0 1/0 3/0 0 1 2 3 0 0 01/0 0 0 0 02 02 02 02/ 03/0 0 0 00 01 01 01 02 02 02 03 1 3 4 1 2 3 0 1 2 3 0 1 2 0 r3 r4 r 1 r 2 r 3 r 4 r 2 r 3 r 4 r 1 r 2 r r r r r r 4 r r r r 4 r r t tr t t t t t Qt Qt Q Qt Qt Qt Qt Q Q Qt Q Qt Qt Qt Q Qt Qt Q Qt Qt Qt Q Qt Qt London commuter operators average London commuter operators average Silverlink South Central London commuter operators trendline London commuter operators trendline Silverlink trendline South Central trendline

PEAK PERIOD PERFORMANCE TRENDS LONDON COMMUTER OPERATIONS ONLY (CONTINUED)

South West Trains Thames Trains 100% 100% 95% 95% ure 90% ure 90% 85% 85% e meas 80% e meas 80% 75% 75% 70% 70% 65% 65% performanc performanc 60% 60%

Public 55% Public 55% 50% 50%

1 1 2 3 3 4 1 1 2 2 2 3 3 4 /0 /02 02 /0 02 /0 03 /0 /03 0 /04 /0 /0 /02 /0 /03 /0 /03 /04 0 0/0 1 1/ 1 1/ 2 2/ 2 3/ 0/0 1/0 1 2 2 2/0 3 3/0 0 00 0 01 01 02 0 0 0 0 0 0 0 0 0 02 0 03 2 4 2 r3 0 r4 1 0 4 2 r3 r4 3 0 1 0 3 0 1 0 t tr r 2 r 3 r 4 r 1 r 2 r 3 tr r 1 tr t r 1 r tr r tr r tr r 4 tr r 2 Q Qt Q Qt Qt Qt Qt Qt Qt Q Qt Q Qt Q Qt Qt Q Qt Q Qt Q Qt Q Qt London commuter operators average London commuter operators average South West Trains Thames Trains London commuter operators trendline London commuter operators trendline South West Trains trendline Thames Trains trendline

Thameslink West Anglia Great Northern 100% 100% 95% 95% 90% ure 90% 85% 85%

80% e meas 80% 75% 75% 70% 70% 65% 65% performanc 60% 60% 55%

55% Public Public performance measure 50% 50%

/03 1/02 1/02 1/02 1/02 1/02 2/03 2 2/03 2/03 3/04 3/04 0 0 0 1 4 0 1 0 2 0 3 2 0 r3 00/01r4 00/01 1 01/02 3 01/02 2 03/04 tr3 00/01 tr 2 0 tr 3 0 tr 4 0 tr 1 0 t t tr tr 2 01/02tr tr 4 tr 1 02/03tr 2 02/03tr 3 02/03tr 4 02/03tr 1 03/04tr Q Qtr4 00/01 Q Q Q Q Q Q Q Q Q Q Q Q Qtr Q Q Qtr Qtr Qtr Qtr Q Q Qtr London commuter operators average London commuter operators average Thameslink West Anglia Great Northern London commuter operators trendline London commuter operators trendline Thameslink trendline West Anglia Great Northern trendline

ATTRIBUTION OF LOST MINUTES AFFECTING PASSENGERS (%) : QUARTER 2 2003-04

LONDON & SOUTH EAST LONGER DISTANCE

CAUSE OF DELAY C2C CHL CSE FGE GWK SLK SCL SWT TLK TTS WGN L&SE ANG FGW GNE MML VWC LD

Depots 3.2 2.5 1.6 1.2 1.3 2.5 1.4 1.3 1.0 3.5 0.9 1.6 1.8 1.8 1.6 4.4 2.2 2.4 Train operations 2.9 7.5 8.5 2.3 8.7 4.8 7.6 5.1 5.5 4.3 5.1 6.0 4.3 2.1 3.6 5.2 6.4 4.6 Train crew 15.04.86.13.07.77.39.67.89.47.18.8 7.7 4.3 5.5 3.0 5.0 2.9 4.0 Rolling Stock 17.1 21.7 20.1 15.9 16.1 18.4 18.4 17.6 21.1 13.6 14.4 17.8 20.0 20.4 17.8 32.9 21.7 22.9 Stations 2.8 2.4 8.3 3.5 6.8 2.5 10.7 5.8 4.0 2.6 4.2 6.1 3.5 2.6 2.0 4.0 1.9 2.7 Ex t ernal 6.6 1.7 5.9 3.5 4.8 2.3 4.7 4.5 5.3 2.6 4.0 4.4 1.9 2.1 2.7 1.8 1.5 1.9 " Neutral zone" 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0

Total TOC-on-self 45.2 29.5 38.2 17.4 9.2 21.8 43.6 33.1 22.9 15.3 32.4 31.7 25.5 23.3 22.0 43.2 29.1 29.3 Total TOC-on-TOC 2.4 11.1 12.2 12.1 36.3 16.0 8.7 9.1 23.4 18.4 4.9 11.8 10.3 11.3 8.8 10.3 7.5 9.3

TOTAL TOC DELAYS 47.6 40.6 50.4 29.5 45.5 37.8 52.4 42.2 46.3 33.7 37.3 43.5 35.8 34.6 30.7 53.4 36.6 38.6

Track and structures 22.4 28.0 11.4 16.5 15.1 30.1 14.2 18.9 17.5 25.0 19.8 18.1 22.0 28.2 23.1 21.1 27.2 25.0 Power Supply 7.2 1.3 5.5 16.9 2.3 8.1 1.5 4.8 4.2 1.6 4.2 4.9 10.6 1.6 11.4 3.6 12.5 8.1 Signalling and control 9.9 13.2 12.3 11.9 11.5 12.9 10.6 16.6 12.9 22.1 16.0 14.2 12.8 19.8 11.7 11.7 10.3 13.0 Vandalism/acts of God 2.3 3.3 4.0 2.7 3.0 2.3 4.0 2.2 3.2 3.9 4.2 3.3 3.1 4.1 3.5 2.5 1.8 2.8 " Neutral zone" 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 Other factors 10.5 10.1 15.9 22.5 22.2 8.5 16.8 15.2 14.9 13.2 16.7 15.4 15.2 11.4 18.4 6.5 10.6 11.6 Unexplained 0.1 3.6 0.4 0.1 0.5 0.3 0.5 0.1 1.0 0.5 1.8 0.6 0.5 0.2 1.2 1.1 1.1 0.9

TOTAL NETWORK RAIL DELAYS 52.4 59.4 49.6 70.5 54.5 62.2 47.6 57.8 53.7 66.3 62.7 56.5 64.2 65.4 69.3 46.6 63.4 61.4

KEY TO TRAIN OPERATORS C2C c2c SCL South Central ANG Anglia CHL Chiltern SWT South West Trains FGW First Great Western CSE Connex South Eastern TLK Thameslink GNE Great North Eastern FGE First Great Eastern TTS Thames Trains MML Midland Mainline GWK Gatwick Express WGN West Anglia Great Northern VWC Virgin West Coast SLK Silverlink L&SE All in London and south east LD All longer distance

NATIONAL RAIL : NATIONAL PASSENGER SURVEY : AUTUMN 2003

Net user satisfaction (%)

LONDON & SOUTH EAST LONGER DISTANCE C2C CHL CSE FGE GWK SLK SCL SWT TLK TTS WGN L&SE ANG FGW GNE MML VWC LD ALL LTUC Overall satisfaction 75 85 53 68 87 48 53 58 49 65 58 59 72 62 73 63 61 65 62 58 Punctuality/cancellations 55 76 34 53 86 18 36 34 30 39 38 40 56 31 57 26 37 40 41 39 Frequency 55 73 47 71 89 41 48 54 53 54 57 54 67 67 79 62 67 69 56 54 Value for money 825 -6 -7 18 -7 -6 -1 -7 11 -2 -1 28 5 22 7 18 14 9-2 Information re times/platforms 66 75 52 66 71 45 61 67 52 52 44 58 75 66 78 70 71 71 60 57 Upkeep/repair of trains 80 75 -3 34 80 10 -4 16 16 34 7 17 38 67 37 57 61 55 25 23 Length of journey time 68 80 55 70 87 60 59 63 62 65 71 63 72 65 81 66 52 66 66 64 Seat availability 42 56 19 28 82 10 25 30 14 39 20 26 55 59 56 53 55 56 32 23 Train connections 58 58 46 64 84 45 49 54 43 57 53 53 56 43 55 49 44 48 52 52 Seat comfort 70 64 25 31 87 14 26 34 19 44 24 32 50 67 49 62 57 60 22 28 Station ticket sales facilities 52 77 30 58 59 42 36 46 40 48 54 43 72 69 74 63 54 67 49 40 Station waiting environment 45 75 23 56 67 33 33 44 35 47 42 40 66 58 54 42 63 57 43 39 Facilities for car parking 2 53 -9 8 -1 -6 -5 10 16 21 -18 2 44 29 15 29 30 31 9-11 Upkeep/repair of the station 48 71 15 52 57 37 30 37 29 38 39 35 66 55 54 37 63 54 38 36 Cleanliness of the station 48 73 25 58 49 38 36 41 36 41 46 39 68 58 57 49 67 60 44 41 Facilities/services at the station 147 -81162 -72619 -9 29 11 9 48 46 41 29 56 44 10 10 Station staff attitude/helpfulness 60 72 44 61 60 44 42 55 52 50 49 49 77 66 65 62 69 68 54 48 Connections with public transport 32 34 45 58 77 53 50 51 36 46 58 50 41 53 56 32 72 54 47 57 Personal security at stations 43 70 31 50 62 37 39 51 48 50 43 44 61 61 58 58 65 62 46 41 Handling of requests by staff 83 79 65 74 88 60 59 72 55 68 67 68 82 72 67 79 81 76 70 68 Cleanliness of the train 78 75 8 36 85 19 14 30 19 30 20 26 46 70 57 68 72 66 33 25 Information during travel 66 60 2 33 75 7 9 21 -2 27 19 19 50 61 68 60 62 62 26 17 Train staff attitude/helpfulness 48 67 27 45 80 30 35 48 19 54 41 42 79 75 78 74 74 76 52 39 Space for luggage 27 35 -1 21 67 9 -12 1 -52015 8 37 45 39 52 36 41 13 5 Toilet facilities 32 21 -57 -33 62 -49 -46 -33 -35 -21 -42 -33 -3 2494812 -23 -39 Ease of getting on/off the train 79 86 51 62 87 47 34 47 59 68 67 53 70 70 73 71 68 69 48 51 Personal security on the train 63 81 40 55 87 40 48 62 56 66 54 54 72 81 79 78 81 80 59 52 How well TOC dealt with delays 0 25 -10 17 25 -8 -5 3 -15 00-1 17 30 43 20 22 28 3-3

Year-on-year change in net user satisfaction (%)

LONDON & SOUTH EAST LONGER DISTANCE C2C CHL CSE FGE GWK SLK SCL SWT TLK TTS WGN L&SE ANG FGW GNE MML VWC LD ALL LTUC Overall satisfaction 0 0 1-6-3-7-3-1-9 -6 -1 -2 -10 -10 -5 -15 2 -8 -2 -2 Punctuality/cancellations -5 -5 -13 -19 -2 -16 -11 -9 -13 -16 3 -11 -10 -21 -9 -37 -20 -23 -10 -8 Frequency -10 -1-5 2-5-7-7 0-9-9 8-2 -2 -1 -1 -16 2 -2 -2 -1 Value for money 1-2-8-3 7-8-11 -2 -4 -2 6 -4 4-3 4-10 11 0 -1 -1 Information re times/platforms 3-4-33-3-544-7-13 0 0 -1 -4 -1 -2 9 -2 -1 2 Upkeep/repair of trains 19-303-744-8 -1 -2 0 24-26 -4 16 5 -34 8 Length of journey time -4 2-6-6-2-4-5 1-5-14 7 -3 -6 -6 -2 -10 3 -4 -4 0 Seat availability -16 0 -8 -9 -4 -19 -2 -9 -9 -14 -12 -10 -2 0 -5 -9 -4 -4 -9 -7 Train connections 0-6-5-3-1-5-9 2-14 -8 -1 -4 5-5-9-12 10 -3 -3 -3 Seat comfort -2 4 2 -2 3 -12 7424-410 -2 2 -3 411 5 -15 -2 Station ticket sales facilities -12 6610-1-30-3-4070 -1 0 2 2 -11 -2 25 Station waiting environment 34-2 4-104211113 41-5 512 2 43

Best performance of operators in same group Worst performance of operators in same group

Note : results for Anglia apply to the whole of this operator’s services, not only longer-distance trains to/from London

Key to train operators

C2C C2C SLK Silverlink WGN West Anglia Great Northern MML Midland Mainline CHL Chiltern SCL South Central L&SE All in London & South East VWC Virgin West Coast CSE Connex South Eastern SWT South West Trains ANG Anglia LD All longer distance FGE First Great Eastern TLK Thameslink FGW First Great Western ALL All National Rail operators GWK Gatwick Express TTS Thames Trains GNE Great North Eastern LTUC All respondents in LTUC area

Annex G

3. TRAIN OPERATORS REPORTS

Narrative commentaries on performance supplied by the train operating companies are reproduced verbatim.

The companies appear in alphabetical sequence, with London and south east operators preceding those providing longer distance services.

LTUC is grateful for the assistance of all operators who submitted commentaries for this report.

Great North Eastern Railway has not provided a commentary for this report.

Performance commentary submitted by c2c

General overview of quarter 2 2003-04 (July – September 2003)

The downturn in performance this quarter can largely be attributed to track conditions and associated speed restrictions brought about by the hot weather. This resulted in emergency timetables being operated on many routes and increased line possessions by Network Rail to carry out safety checks.

At the same time, the standard by which Passenger’s Charter was measured on c2c altered adversely affecting the punctuality percentages.

However, despite a small dip in August, the level of cancellations continues to improve reflecting the reliability of the 357 fleet.

Public performance measure (PPM) Trains cancelled

1.9%

Trains delayed

15.4%

Lost minutes (delay causation) Track Other Delays 4609 mins Driver Causes 4019 mins Train Traction Defects 3290 mins Rail Rolling Contact Fatigue Delays 3051 mins Train Conductor Causes 2448 mins

Performance commentary submitted by Chiltern Railways

General overview of quarter 2 2003-04 (July – September 2003)

Safety. Regrettably safety performance was marred by 3 CAT A SPADS. Although these incidents occurred in the West Midlands, lessons learnt from the investigations will improve the SPAD record across the Chiltern network. A common feature with each incident is the relative inexperience of the Drivers involved. The Chiltern Board is carefully managing Driver turnover to improve the experience profile. In addition, we have initiated refresher training to restore our relatively SPAD free record. Elsewhere safety key performance indicators are generally being achieved.

PPM. Performance on Chiltern services improved over the quarter, demonstrating that we now have a robust timetable and that our close working relationship with Network Rail is starting to pay dividends.

Route Crime. Route Crime is still the number one threat to railway safety. With the exception of “items placed on the line”, where Aylesbury recorded the greatest number of incidents, the number of incidents have declined. Although major improvements have been achieved in the High Wycombe & Wembley areas we now have a local increase in incidents between Beaconsfield and Denham. We continue to work with British Transport Police & Network Rail to apprehend the culprits & deter a reoccurrence of incidents. Additionally our programme of school visits and work with local councils to educate people about the dangers of T&V continues. As a guide we estimate that the damage to trains cost Chiltern Railways up to £20,000 each quarter.

Business Growth. Our business growth has again exceeded the ex-Network South East area by about 2%. Underlying growth is on target ensuring that we continue to fund our extensive investment programme in track, trains and station improvements. Much of our recent growth is attributable to the growth in patronage at stations in the West Midlands.

Public performance measure (PPM)

Actual MAA Period 4 2003/2004 87.39% 88.64% Period 4 2002/2003 89.19% 90.08%

Period 5 2003/2004 88.83% 89.04% Period 5 2002/2003 83.21% 89.57% Actual MAA Period 6 2003/2004 90.86% 89.01% Period 6 2002/2003 91.35% 89.50%

Trains cancelled Period 4 – there were 160 full cancellations in the period, 60% of which were caused by Network Rail & LUL. Period 5 – 106 full cancellations. Period 6 – 75 full cancellations.

Two periods of excessive heat over the summer caused the majority of cancellations. In periods 5 & 6 the reliability of the fleet was poor as a consequence of heat related defects and initial problems with the 168/2 units. Trains delayed Period 4 – 24,500 minutes delay. Period 5 – 22,000 minutes delay. Period 6 – 20,000 minutes delay. Heat related infrastructure problems and speed restrictions throughout the summer, were major contributors to delay. In period 4 further delay was incurred by two bridge bashes.

National Passenger Survey (NPS)

We should soon receive the results of the SRA National Passenger Survey for Autumn 2003. Looking back to past surveys we have consistently ranked top for overall satisfaction by passengers. We are not complacent about this record. The condition and availability of on- train toilets is one area where passengers are least satisfied by about our service. To address this criticism we have a team working on retrofitting toilet improvements on our Class 168 trains, toilets on 165s are being improved as part of the refurbishment programme.

Passengers in excess of capacity (PIXC)

PIXC results submitted to the SRA show that the morning peak PIXC result is about 3.13%, whereas the evening peak result has reduced to about 0%. The daily figure is 1.78%. This result shows that our timetable & train plan strategy has had a major effect on reducing overcrowding.

Passenger complaints

The table below shows that the total number of letters has substantially reduced compared to the same quarter last year. The large number of complaints last year related to the timetable, which was extremely unpopular with passengers. Our extensive consultation with passengers and stakeholders has produced a robust timetable, which meets the needs of the majority of passengers and a train plan that has reduced over crowding.

2003 - 2004 PERIOD 5 PERIOD 6 TOTAL LETTERS 790 509 PRAISE LETTERS 22 25 2002 - 2003 PERIOD 5 PERIOD 6 TOTAL LETTERS 843 584 PRAISE LETTERS 34 25

Performance commentary submitted by Connex South Eastern

General overview of quarter 2 2003-04 (July – September 2003) (Periods 0404/5/6)

The extreme hot weather experienced during this quarter resulted in speed restrictions being imposed on the Kent network, which hindered the capacity for service recovery.

The continued heat affected track foundations and additional speed restrictions had to be implemented. Two points failure at Lewisham and Tunbridge Wells caused major delays.

A national grid failure occurred in London in August which immobilised services for at least 40 minutes, impacting heavily on the evening peak. Much effort was put in by staff to ensure passengers got home and for the rolling stock to be correctly positioned the following day.

There was an increase in acts of vandalism during this period, as tends to occur during the school holidays.

Provision of capacity has continued to be good for our Kent Link area and has been improving steadily for Kent Coast.

Main incidents : July – Train describer module failure at Herne Hill on 25th. August – National grid power failure on 28th. September – Points failures at Tunbridge Wells on 3rd and 4th.

Public performance measure (PPM)

PPM (Time to 5’) Period 4 Period 5 Period 6 80.1 % 77.6% 81.5 %

Percentage of Trains cancelled Period 4 Period 5 Period 6 Total cancellations 1.2% 1.7% 1.3% All cancellations 2.4% 3.2% 2.4%

Percentage of Trains arrived on Period 4 Period 5 Period 6 time (T to 5’) 80% 78% 81%

Lost minutes (delay causation)

Period 4 Period 5 Period 6 Connex South Eastern 50,037 42,853 39,111 Network Rail 63,335 84,087 74,903

Performance commentary submitted by First Great Eastern

General overview of quarter 2 2003-04 (July – September 2003)

A poor Quarter. Overhead line problems accounted for a considerable number of delayed trains (and cancellations). The wires came down on 24 June while during the very hot spell at the beginning of August; considerable difficulty was experienced during the late afternoon and evenings due to sagging overheads. The worst days were 6th and 9th August when exceptional temperatures were experienced. Throughout the heat wave speed restrictions were imposed across a wide area of our network. In the London area, the overhead line equipment is of an old design and not tensioned.

During the summer period there were a number of fatalities with at least one recorded in each period in the Quarter.

Public performance measure (PPM)

Trains cancelled Period 4 – 300 cancelled - 1.5% Period 5 – 579 cancelled – 2.8% Period 6 – 105 cancelled – 0.5%

Trains delayed Period 4 – 18.9% Period 5 – 20.2% Period 6 – 25.7%

Lost minutes (delay causation)

Periods 4,5,6 combined:

Caused by Network Rail/other operators 112,630 mins – 82.6% Caused by FGE 23,683 mins – 17.4%

Passenger complaints

The poor performance throughout the period generated a larger than usual number of complaints and compensation claims. This stretched our customer services team and required a night shift to be implemented over a two-week period to clear the backlog and return to our Complaints handling targets.

Performance commentary submitted by Gatwick Express

General overview of quarter 2 2003-04 (July - September 2003)

Unfortunately, during the second quarter of 2003/4 Gatwick Express performance worsened slightly both in respect of reliability and punctuality.

Reliability was seriously affected by a number of significant incidents that resulted in requests from Network Rail to reduce our service. These incidents were split evenly been infrastructure and external causation. The most significant of these events was a train derailment in Redhill area in period 4.

Punctuality was also adversely affected by this incident. In addition we suffered significantly from TOC on TOC delays.

Public performance measure (PPM)

Trains cancelled Period 4 – 3.77% (161 trains – 156 of which were at the request of Network Rail).

Period 5 - 2.69% (97 trains – 79 of which were at the request of Network Rail).

Period 6 – 2.73% (120 trains – 55 of which were at the request of Network Rail).

Trains delayed Trains Run Trains 0-5 PPM Trains 5+ PPM

P4 3467 3045 87.83% 422 12.17%

P5 2700 2279 84.41% 421 15.59%

P6 4019 3656 90.97% 363 9.03%

Lost minutes (delay causation)

Total Delay Mins Gatwick Express Network Rail Other TOC’s

Period 4 – 6220 430 3652 2568

Period 5 - 7325 661 4123 3202

Period 6 – 5270 689 2983 2287

Performance commentary submitted by Silverlink County

General overview of quarter 2 2003-04 (July – September 2003)

A disastrous quarter by County standards reflecting the massive disruption caused by heat related infrastructure problems and the associated speed restrictions and timetable changes. This was further compounded by the withdrawal of the class 321 fleet for safety checks.

Public performance measure (PPM) Trains cancelled

1.5%

Trains delayed

26.5%

Lost minutes (delay causation) Infrastructure Other Delays 9216 mins Track Circuit Failures 6859 mins Extreme Heat Speed Restrictions 5979 mins Points Failures 5445 mins Flawed Rail Delays 3257 mins

Performance commentary submitted by Silverlink Metro

General overview of quarter 2 2003-04 (July – September 2003)

Once again, what would have been a period of good performance was overshadowed by the heat related track problems and associated speed restrictions. LUL service disruption was also a major problem with a knock-on effect to Watford Local services.

Public performance measure (PPM) Trains cancelled

1.7%

Trains delayed

19.5%

Lost minutes (delay causation) LUL Caused Delays 7537 mins Track Circuit Failures 6600 mins Flawed Rail Delays 4980 mins Driver Cause Delays 3918 mins Signal Failures 3504 mins

Performance commentary submitted by South Central

General overview of quarter 2 2003-04 (July – September 2003)

This quarter started very poorly for South Central with the Sussex Coast charter result for period 4 at 67.5% being the worst period 4 result for at least 10 years. Much of this was out of our control, beginning with the derailment of a Gatwick Express on the quarry line on 30th June which resulted in closure of the line for 3 days. The period also saw a number of bridge strikes and some hot weather speed restrictions. Despite this, there were some good peaks with 7 am peaks over 90% and a 100% on the 10th July. The period end figure was therefore extremely disappointing. The South London Metro service group performed much better, being less affected by the incidents above and finished at 87.1%

Period 5 saw a poor delivery on Sussex Coast services with a charter result of 70.3%, a marginal improvement over period 4. Services were impacted almost every day by large incidents, particularly in the evening peak as a result of the hot weather speed restrictions in place on several days, and also congestion as a result of the Merstham blockade closing the route south via Redhill. South London Metro services performed fairly well with only 2 afternoon peaks under 80%.

A good recovery was made in Period 6, with the Sussex Coast charter result at 82.8% being a 12.5% improvement. The worst Sussex coast peak was on 20th august (8.8%), due to a lineside fire at Selhurst involving a propane gas cylinder which meant the current was off for some time in the area. South London peak services also improved by 4.4% to 88.7% with only 4 peaks below 80%, and again the worst being on the evening of the 20th August (44.4%).

Public performance measure (PPM)

PPM (Time to 5’) Period 4 Period 5 Period 6 (Combined Service 81.1 % 77.2 % 84.0 % Groups)

Percentage of Trains cancelled Period 4 Period 5 Period 6 1.36% 1.38% 0.85% Total cancellations 2.82% 2.79% 1.96% All cancellations

Percentage of Period 4 Period 5 Period 6 Trains arrived on Sussex Coast 67.5 % 70.3 % 82.8 % time (T-5’) South London 87.1 % 84.3 % 88.7 %

Lost minutes (delay causation) Period 4 Period 5 Period 6 South Central 49,701 63,239 42,403 Network Rail 34,161 67,974 55,335 Other Operators 11,352 10,930 9,798

Performance commentary submitted by South West Trains

General overview of Quarter 2 2003-04 (July – September 2003)

We are very pleased that our overall performance is up since the same quarter last year (74.1%).

Despite the improved performance we are down compared to the previous quarter (April to June 2003) this is because during the period there were several major incidents.

On top of this during the middle of summer (especially July) the particularly hot weather had a large impact on services. Network Rail imposed a blanket speed restriction at 60mph on most lines.

There are incidents which are out of our control such as track circuit failures, points failures and fatalities. We do try to deal with problems as best as we can when certain situations arise by turning trains round where possible and providing bus services when needed.

The majority of the biggest delays that we have experienced during this period have largely been out of our control. Listed below are some of the incidents which had the biggest impact on our performance.

Major incidents

23/6/03 - Gapped train at Queenstown Road, Signalling power supply failure at Surbiton, coupled with a points failure at Waterloo

July - (particularly the first two weeks): General poor punctuality due to heat related speed restrictions. (On several days, a blanket speed restriction of 60mph applied to most lines. This resulted in the majority of main line services being unable to maintain their schedules)

25/7/03 - Cable fire at Queenstown Road

7/8/03 – Fatality at Worting Junction (Basingstoke)

28/8/03 - Power cut in the am peak (all of south / south west London)

1/9/03 – Attempted suicide at West Byfleet

13/9/03 - Attempted suicide at Wimbledon

Public performance measure (PPM)

Trains cancelled SWT Period 03/04 641 1.45% 04/04 852 1.93% 05/04 560 1.27%

Trains cancelled for SWT periods 3-5 (22/6/03 – 13/9/03) = 2053 1.55%

Trains delayed Trains Booked to run Trains 0-5 PPM Trains 5+ PPM

SWT Period 03/04 44158 32385 73.3% 26.7% 04/04 44138 31631 71.7% 28.3% 05/04 44125 35578 80.6% 19.4%

Trains for SWT periods 1-3 (22/6/03 – 13/9/03) Booked to run 0-5 PPM Trains 5+ PPM 132421 99594 75.2% 24.8%

Lost minutes (delay causation)

Schedule 8 Total Delay Minutes Network Rail SWT SWT P 03/04 137429 85474 51955 P 04/04 145217 91660 53557 P 05/04 166845 118053 48792

Total for period 22/6/03 – 13/9/03 449491 295187 154304

Performance commentary submitted by Thameslink

General overview of quarter 2 2003-04 (July – September 2003)

Period 0404 started badly with the derailment at Redhill causing us further punctuality problems, despite our efforts to improve fleet related problems. Unfortunately the TOC on self delays were exacerbated by a spate of external causes, mostly people taken ill on trains.

Period 0405 overall showed a slight improvement on last period with 74.9% being achieved overall. The largest delay incidents this period were due to various infrastructure problems and speed restrictions (heat related).

Period 0406 Punctuality fell again to 70.26%. It was during this period that a major power cut occurred in the south London area on the 28th August. Other major delay causes were a speed restriction near Kentish Town, which had a notable impact on our peak punctuality north of London.

Public performance measure (PPM)

Trains cancelled 2.35%

Trains delayed 30.30%

Lost minutes (delay causation)

Thameslink 28,203 Network Rail 58,773 Other Tocs 28,788

Passengers in excess of capacity (PIXC)

5.11% planned 3.69% actual (figures supplied to and agreed by the SRA)

Passenger complaints

Period 4 1715 Period 5 1507 Period 6 898

Performance commentary submitted by Thames Trains

General overview of Quarter 2 2003-04 (July – September 2003)

Train service performance throughout this period continued to be poor, primarily as a result of a further decline in infrastructure availability. Network Rail’s Reading area was again the region where most problems originated. The situation in respect of punctuality was not helped by speed restrictions imposed as a result of overheated railheads. Failure of the IECC computer at Slough which is responsible for controlling all train movements in that area also continued to contribute to an unacceptable number of delays within the period although Network Rail do now appear to have finally addressed this issue.

Progress started to be made in addressing the large vacancy gap inherited by Network Rail (Western) following their decision to bring engineering back “in-house” which is seen as key to addressing issues of infrastructure availability. Progress in this area appears to have been consolidated beyond the period in question.

The ratio of available drivers against establishment required to deliver the scheduled timetable is at the highest level during the franchise and fleet reliability continues to be amongst the highest nationally, in terms of miles per casualty. Initiatives by Thames to address the worst performing charter trains and the holding of internal delay workshops for our key budget holders continue to produce good results.

Since the period addressed by this report, there has been an encouraging improvement to the MAA figures in all aspects of performance, particularly punctuality which it is felt are a direct result of the significant efforts made by our operational staff in getting Network Rail to focus on the primary issues affecting our performance. It is hoped that these initiatives will now offer a reliable springboard for the successor operator of the Thames franchise, such that these hard earned performance improvements may be consolidated upon.

Public performance measure (PPM) Trains cancelled (Reliability) Period 4 321 (1.6%) Period 5 285 (1.4%) Period 6 382 (2.0%)

Trains delayed (Punctuality) Period 4 PPM 73.6% Period 5 PPM 73.3% Period 6 PPM 75.9%

Lost minutes (delay minutes caused to Thames Trains services)

Delay attribution within Quarter 2 Network Rail (62%) TOC on Self (17%) TOC on TOC (21%)

Performance commentary submitted by West Anglia Great Northern

General overview of quarter 2 2003-04 (July – September 2003)

While the effect of the heat on infrastructure and the associated speed restrictions had a major impact on WAGN services, performance during this quarter did not suffer to the same levels as other Londonlines routes. This was due mainly to the completion of the WARM project and the benefits that it has brought on West Anglia and the continued benefits of a full driver compliment across both routes.

Public performance measure (PPM)

Trains cancelled

1.1%

Trains delayed

17.4%

Lost minutes (delay causation) Driver Causes 16023 mins Track Circuit Failures 14386 mins Points Failures 7582 mins Infrastructure Other Delays 7455 mins Train Failure Other Delays 5858 mins

Performance commentary submitted by Anglia Railways

General overview of quarter 2 2003-04 (July – September 2003) Anglia Railways’ mainline Passenger’s Charter statistics for the summer 2003 period (ended 13 September) showed a decline on the previous quarter. The moving annual average (MAA) for mainline punctuality (up to and including the end of P6 2003/04) stood at 84.0%. Reliability remained consistent at 98.9%.

Infrastructure problems associated with the extreme heat experienced at the end of July / early August affected mainline services in particular. It was necessary for Network Rail to impose heat related speed restrictions at certain times of the day. Subsequently a number of additional temporary speed restrictions were imposed because of clay shrinkage affecting track quality as a result of the high temperatures. Network Rail is continuing with a programme of tamping work to address the shrinkage issue. Anglia Railways are continuing to work closely with Network Rail to help bring about further and consistent improvement to train service performance, concentrating on a number of key areas to underpin this objective, but overall progress in reducing the amount of delay caused by infrastructure- related faults remains a challenge.

The following table provides an update of train mile delays and comparisons with other operators.

Delays per 1000 train miles MAA 1-13 – P6 (previous quarter in brackets)

Overall Delay Position NetworkRail Position TOC Position TOC on TOC Position delay on self as victim Average 82 (82) N/A 46 (45) N/A 26 (27) N/A 10 (10) N/A

Anglia 69 (72) 8 (11) 46 (48) 14 (16) 16 (17) 7 (7) 7 (7) 7 (8)

Aggregate local service Passenger’s Charter performance also declined on the previous quarter with the overall aggregate MAA figure at 90.9% (previous quarter 92.1%). Reliability remained good at 99.7%.

Despite the decline in Passenger’s Charter figures, in the PPM figures for Q2, Anglia Railways punctuality for the Norwich – London mainline route was 78.0% improving on Q1 (77.2%). Anglia’s local services recorded a significantly improved PPM punctuality of 88.4%, against the Q1 result of (85.4%).

Headline performance issues includes work in the following areas:

• Anglia Railways continued to successfully operate the more modern and reliable Class 90 locomotives on the mainline, and this has now been extended to the end of the existing franchise with four Class 90s – hired from EW&S – in service on a daily basis

• Continued focus on key issues with Network Rail, to bring about further reductions in Temporary Speed Restrictions and the amount of delay caused by infrastructure- related faults

• A comprehensive programme of autumn preparation work has been taken forward in conjunction with Network Rail including investment in new equipment and further targeting of known problem areas to ensure that delays and disruption are kept to a minimum

Performance commentary submitted by First Great Western

General overview of quarter 2 2003-04 (July – September 2003)

Performance Performance during periods 4 and 5 worsened compared with the excellent start to the year. However these periods historically accrue high levels of delays due to power car and infrastructure problems caused by the hot weather that was most certainly the case this year. These periods are however better than the same time period in 2002/03. Infrastructure delays also suffered in these periods due to the extreme temperatures, which resulted in the imposition of many emergency speed restrictions. Period 6 saw betterment in performance with delay minutes dropping to less than half of those experienced in the same period last year.

Major incidents that influenced performance in these periods are as follows: -.

• Period 4 delays were caused by a power failure at Uffington, track circuit failure at Reading West due to the high rail temperatures and a fatality near West Ealing. • Period 5 delays increased due to a smoking exhaust manifold on a First Great Western service near Bourton, a bridge strike in the Hanwell area and a signal problem at Causeway Crossing.

FGW has also achieved its reliability charter trigger figure of 98.2% based on performance during the last 12 months. FGW will endeavour to build on this success and ensure that the performance of its services steers towards also achieving its punctuality target.

Passenger Charter Figures

Punctuality Reliability Period 4 July 73.4 98.9

Period 5 August 67.9 97.8

Period 6 September 72.4 99.2

Period 7 October 75.7 98.6

Period 8 November 76.3 98.7

FGW has also received some raw data regarding the findings of the customer feedback which can be shared with the RPCs.

• The profile of the customers covered by this survey was broadly in line with that of the Customer Satisfaction Monitor. Customers who responded to the HS2 research tended to fit a similar satisfaction pattern (i.e. leisure customers most satisfied and comfortable on board, commuters least satisfied).

• There were significant differences in male and female responses to some questions. Women are more aware of personal spaces, and are more concerned about luggage and are more likely to reserve a seat. Men are most likely to use mobile phones and laptops, and are comfortable with placing luggage in the overhead racks.

• Age is also a significant factor in how customers use their time on board, and general satisfaction levels. In general terms, older customers (over 55s) are much more relaxed whilst on board. They tend to plan their journey (largely leisure purposes) and are most comfortable with sharing personal space with others on board. Older customers have very little interest in new technology for future rolling stock. Younger customers (16 – 24 age group) are surprisingly discerning and hard to please. They complain of finding it difficult to find a seat, and are least happy with available legroom. They are also less likely to visit the Buffet than older customers or those travelling with children.

• As expected, there are marked differences between First Class and Standard passengers. First Class customers are most satisfied, and most feel they have sufficient legroom. 74% are likely to eat or drink on board (complimentary refreshments being served at seat on weekdays). First Class customers are also more likely to want power point on HS2, and most likely to want improved ride quality.

• The most popular factor customers would like to see on HS2 is increased legroom. More comfortable seats and smoother / quieter ride follow this. 11% of customers would like power points for laptops or mobile phones. 8% of customers request more Quiet carriages, and only 10% would like in-seat entertainment.

Public performance measure (PPM) P4 - 66 Trains cancelled P5 - 100 P6 - 41

Total = 207

Diagrammed = 13302 % = 1.5%

P4 = 31% P5 = 36% Trains delayed P6 = 31%

Total = 32.8%

(% relate to trains delayed over 10 mins)

Lost minutes (delay causation)

P4 – 9100 (FGW), 32065 (NR), 4810 (TOC on TOC) P5 – 16501 (FGW), 45933 (NR), 6325 (TOC on TOC) P6 – 9443 (FGW), 37630 (NR), 5963 (TOC on TOC)

July – power blip at Uffington, Track Circuit Failure at Reading West, Power failure at Port Talbot panel, 50mph speed restriction at Dolphin Junction (Slough), smoking exhaust stack on 1733 Cheltenham – Padd.

August – 60mph rail heat speed restriction on down Badminton, Bridge strike at Hanwell, 50mph speed restriction on up and down line at Slough

Sept – 20mph EROS at down main at Dolphin Junction, Lineside fire at Southall, 5mph speed restriction at Reading (heat speed)

Passenger complaints

Complaints received in Period 4 = 4855 Complaints received in Period 5 = 6358 Complaints received in Period 6 = 4961

Impartial retailing survey

ATOC Retail Accuracy & Impartiality Mystery Shopper FGW Q3 (July – Sept) results - 62 shops, 0 failures. Cumulative Q1 - Q3 (Jan – Sept) is 98.3%, which is likely to be on target for a pass. Q4 results are due in December.

Performance commentary submitted by Hull Trains

General overview of quarter 2 2003-04 (July – September 2003)

Passenger Counts

Hull to London

9674 P4 10145 P5 10053 P6

London to Hull

9299 P4 10108 P5 9832 P6

Public performance measure (PPM) Trains cancelled P4 94.71% P5 98.08% P6 96.39%

Trains delayed P4 87.50% P5 78.37% P6 87.11%

Lost minutes (delay causation)

Self caused delays for Period 4 = 70 minutes, Period 5 = 371 minutes and Period 6 = 204 minutes.

Passenger complaints

Period 4 Hull Trains 12 Others 80 Praise 5

Period 5 Hull Trains 20 Others 50 Praise 8

Period 6 Hull Trains 20 Others 30 Praise 7

Performance commentary submitted by Midland Mainline

General overview of quarter 2 2003-04 (July – September 2003)

Overview

Throughout the review period between July and September 03 Midland Mainline were operating more trains over longer distances due to the introduction of the full RIO services between Manchester and St Pancras. The late delivery of HST sets and the mass recruitment of staff prior to the commencement of the new timetable presented us with a difficult challenge. Not withstanding this, the full RIO timetable was implemented to time.

The introduction of this new timetable coincided with a downturn in PPM performance. The issues affecting our performance were:

• The introduction of HST’s replacing the more reliable class 170 stock • The propping-up of the RIO service with core rolling stock due to outstanding maintenance that required completion before entering traffic • The impact of the prolonged hot weather on both Network Rail’s infrastructure and HST’s affected reliability led to a higher than normal number of cancellations • Track circuit failures and an increase in short term rail defects

Major Incidents worth noting

Period 4; On 26th June a major power failure in the Bedford area caused major delays throughout the evening peak. On 27th June the overhead wires were damaged in the Luton area, which affected services for three days. A reduced timetable was in operation due to just the slow lines being open.

Period 5; On 6th August the 13:30 Nottingham to London failed with a brake defect on the main line blocking the southbound line at Market Harborough for four hours and consequently caused major delays in the evening peak.

Period 6; On 17th August a defective signal at Kettering led to the partial closure of the main line. A reduced level of service operated in the morning peak to allow Network Rail to investigate and effect a repair.

Public performance measure (PPM) Period 4 – 139 Total Cancellations and 284 Cancellations Trains cancelled Period 5 – 147 Total Cancellations and 240 Cancellations Period 6 – 45 Total Cancellations and 88 Cancellations Period 4 – 60.3% Trains delayed Period 5 – 60.9% PPM Period 6 – 65.2%

Lost minutes (delay causation) Responsible Manager Period 4 Period 5 Period 6

Network Rail 32,883 26,883 24,486 External 2,236 1,945 879 TOC/TOC victim 5,250 5,078 6,467 Fleet 14,764 20,681 15,984 Customer Service 5,199 5,745 6,833 Total 60,407 60,332 54,649

West Coast train performance

Performance over the last three months has been dominated by the extensive disruption caused by the freight train derailment at Hademore, near Lichfield, on 15.07.03, and then the blanket emergency speed restrictions from 04.08.03, imposed by Network Rail because of the excessive heat. Prior to these events punctuality had been on a rising trend in late June / early July.

The freightliner derailment blocked the West Coast Main Line for 5½ days, causing all services to run via the West Midlands, with extended journey times. Despite some thinning of services, and diversion of all CrossCountry Thames Valley services via Solihull rather than Coventry to make more paths available, inevitably there was congestion and delay.

The 60mph speed restriction imposed for ten days during the heatwave, extended from Euston to Madeley Junction, approaching Crewe. It was the first blanket speed restriction on the West Coast route since World War 2. Overall performance was devastated during this period. Business trains to London in the morning peak period did, however perform reasonably well with 83.6% 0-10 punctuality, as speed restrictions were not usually applied until mid-day.

An increasing number of other major incidents has also contributed to a very unsatisfactory set of performance results:

• 23.06.03 : engineering work overrun, Bletchley to Rugby • 13.07.03 : overhead line defect, Wolverton • 15.07.03 : electric locomotive failures, Bletchley and Wolverton • 18.07.03 : signal failure, Hartford • 29.07.03 : overhead line damage, Rugby • 06.08.03 : line obstruction by infrastructure contractors’ road vehicle, Weedon • 09.08.03 : defective vehicle in Virgin train, Kings Langley • 13.08.03 : points failure, Wembley • 15.08.03 : signalling failure, Berkswell • 16.08.03 : track circuit failures, Milton Keynes area • 17.08.03 : overhead line damage, Stafford • 19.08.03 : fatality, Harrow • 22.08.03 : power failure, Birmingham • 28.08.03 : fatality, Berkswell • 02.09.03 : embankment slip, Linslade • 03.09.03 : Virgin diesel locomotive failure, Roade • 05.09.03 : power failure, Nuneaton

We continue to suffer delays, on an almost daily basis, arising from the need to block for one to two hours a pair of tracks south of Rugby for patrolling of the track during daylight. Network Rail have made some changes to the way in which this important task is undertaken, but the impact on daily

performance continues to depress 0–10 punctuality by 5% - 7%. We are continuing to press Network Rail to develop less disruptive means of undertaking this work.

The moving annual average (MAA) for the Public Performance Measure (PPM) is now 74.0%. Period results were:

• Period 4: 69.1% • Period 5: 62.6% • Period 6: 66.2%

MAA for punctuality, as measured by the Passenger’s Charter, is now 79.7%. Period performance was as below:

Period 4 Period 5 Period 6

• West Midlands : 80.9% 75.5% 68.6% • North West : 83.7% 74.9% 76.4% • Anglo Scottish : 74.2% 71.4% 70.4% • West Coast overall : 81.8% 74.8% 73.2%

Reliability dipped in Periods 5 and 6 as a result of the freight train derailment and emergency speed restrictions. Despite this, the Anglo-Scottish service group once again achieved 100% reliability in both Periods 4 and 5. Period Passenger Charter results were :

• Period 4: 99.4% • Period 5: 98.7% • Period 6: 99.3%

Delay responsibility has been as below. The Network Rail attribution includes delay caused by failure of other TOCs’ trains, reflecting the Track Access Agreement contractual position: Virgin Trains Network Rail

Period 4: 31.0% 69.0% Period 5: 26.6% 73.4% Period 6: 29.4% 70.6%

Performance of our electric locomotive fleet deteriorated during July and August with a number of heat-related failures. In addition, several Class 87 locomotives suffered transformer failures.

We have suffered a number of ‘brake drag’ incidents, mostly the result of parking brake problems with Driving Van Trailer vehicles (DVT’s). A modification has now been completed on the DVT fleet but this has not fully resolved the issue. Further work is being done by hydraulics consultants to find the right solution.

Pendolinos are now running greatly increased ‘in service’ mileage. As we experienced with Voyager, a number of reliability issues have emerged during this implementation phase. Those affecting doors and traction control systems have the most performance impact. None of them are of long term concern and we are confident the new trains will contribute to improving West Coast performance. Alstom has committed to achieving 50,000 miles per casualty,

(compared to around 6,500 with the existing electric locomotives). The experience of history is that it will take a couple of years to build up to full reliability performance.

Silverlink found it necessary to ground their Class 321 fleet on 11.09.03, and suspend most of their County Line services. From 11.09.03 to 13.09.03 we provided additional stops at Rugby, Milton Keynes Central and Watford Junction, which resulted in severe deterioration in punctuality performance. We also ran some additional services between Euston, Northampton and Rugby.

As more Pendolinos entered service from 28.09.03 we revised our boarding procedure at Euston to better facilitate on-time departures. From that date, barrier doors have been closed two minutes before train departure time. This will also help reduce the risk of slip, trip and fall accidents on platforms. We have advised customers about this in timetable leaflets, on the Virgin Trains’ website, by station posters and also on-board announcements.

We are concerned at the number of possession over-runs being incurred and are urging Network Rail to improve their possession planning and management.

Another road vehicle crashed onto a main line used by Virgin trains on 27.08.03. Fortunately it was in the early hours of the morning when an articulated lorry left the M74 near Elvanfoot. The West Coast route was blocked for a number of hours. We continue to be concerned at the inadequate protection of rail from stray road vehicles.

Air conditioning of Mk II and Mk III coaches performed poorly during the summer heatwave, not least because it was being called upon to work at ambient temperatures well beyond the design limit of 28ºC. Pendolino air conditioning worked much better but some failures did occur. Learning from this experience a number of modifications will be made to improve reliability of the heating, ventilation and cooling system.

West Coast route upgrade

The replacement coach services operated during the ‘Potteries’ route blockade continued to work well, although passenger volume remained lower than anticipated. The route re-opened, one week late, on Monday 06.10.03, including the newly-electrified section between Kidsgrove and Alsager. The diverted train service via Wilmslow, and rail replacement bus services, were extended for a further week. By way of a tangible apology for the additional and unexpected week’s inconvenience customers buying tickets between 29.09.03 and 05.10.03 have been invited to send their tickets to our Customer Relations team to receive a voucher for free future travel to an equivalent amount. Season tickets will be extended by one week. In addition, the first 100 customers at these stations on 29.09.03 received two complimentary First Class tickets for weekend Virgin Trains’ journeys.

The coach services during the August blockade between Milton Keynes and Hemel Hempstead also ran smoothly, but also with low passenger numbers. The only difficulties occurred on the weekend of 16/17.08.03 which had been planned at very short notice so it had not been possible to pre-advise all

customers, some of whom had made reservations before the blockade was announced. In addition, on 17.08.03 the West Coast route was also blocked at Stafford by overhead line damage. This disrupted many passengers’ journeys, in addition to the extended journeys they were expecting in consequence of the various engineering works.

Work is now focussed on the Stafford to Crewe route section. Until January 2004 only the northbound line will be available. Morning peak trains will also be able to use the route on Mondays to Fridays. Later in the day, and at weekends, they will be diverted via the newly-electrified line through Alsager. The additional journey times incurred are included in the West Coast and CrossCountry Winter timetables.

Weekend route closures between Northampton and Camden began on 06.09.03 and will continue until the end of 2003. This means there will be no trains to/from Euston between 2030 on Saturday and 1500 on Sunday. Virgin trains run to/from Northampton with connecting coaches to/from Euston.

From January to May 2004 the Crewe to Cheadle Hulme line will be closed for upgrade work. This will not significantly impact Virgin Trains since only a small number of West Coast services use the route. A connecting coach service to/from Macclesfield will replicate our usual Wilmslow calls.