Delays and 2018-19 Punctuality and complaints percentage of total with variance to last year delays attributed to:

Complaints rate Complaints Delay minutes and % of total, attributed to: c2c Trains planned answered within (per 100k NR-on-TOC TOC-on-Self TOC-on-TOC passenger journeys) 20 working days Key Statistics - Table 2.3 125,610 46,000 26,960 1,978 +0.3% 24.6 99.6% Publication date: 09 July 2019 +17.2% -0.4 pp 61.4% 36.0% 2.6% Complaints rate Complaints answered in Owner Group: Delays by category group 2018-19 % change (per 100k passenger journeys) 20 working days Trenitalia Total delays 74,938 +18.8% NR-on-TOC 46,000 +45.9% Franchise start date: External 9,418 +17.3% 05 February 2017 Network Management / Other 11,904 +45.5% Franchise end date: Non-Track Assets 9,783 +23.0% 10 November 2029 Severe weather, autumn & structures 4,946 +26.3% Track 9,948 +188.7% Number of employees Number of stations TOC-on-Self Within 5 minutes Within 10 minutes 26,960 -6.7% managed Right time (MAA) 690 (MAA) (MAA) Fleet 10,160 -0.6% 25 +1.2% 94.6% 96.6% 75.5% Operations 423 -72.8% Stations 2,573 -17.5% Compared -0.7 pp -0.5 pp -1.2 pp to last TOC Other 6,108 -9.5% year Significantly late CaSL (MAA) Cancelled (MAA) Traincrew 7,696 +6.1% (MAA) TOC-on-TOC 1,978 -25.7% 2.7% 0.1% 2.6% Fleet 913 -22.5% +0.4 pp +0.0 pp +0.4 pp Operations 275 -22.5%

Compared to last year PPM MAA CaSL MAA Stations 105 -20.5% TOC Other 502 -7.5% Passenger journeys 49.1 m +2.7% (millions) Traincrew 183 -59.9% Passenger kilometres % Change on last year (millions) 1,237.8 m +2.1% Green - Less than last year Passenger train kilometres (millions) 7.3 m -0.1% Red - More than last year Route kilometres 125.5 km +0.0% Delay minute totals may differ from the sum of the aggregated operated categories due to other miscellaneous categories being included. Notes and definitions: Significantly late refers to trains that arrive at final destination MAA = moving annual average. between 30 and 119 minutes late. Passenger journeys is based on travel from an origin station to a Cancelled trains refers to both full and part cancellations. A full destination station. A train journey may include one or more changes cancellation is when the train failed to run entirely or ran less than 50 of train, and one journey is generated for each train used. Quarterly per cent of booked mileage. Trains that arrive over 119 minutes late data is published on the data portal, table 12.12. are counted as full cancellations. A part cancellation is when the train terminated short of destination or started beyond origin. Trains that Passenger kilometres are the number of kilometres travelled by fail to call/stop at a booked station are counted as part cancellations. passengers on the rail network. Passenger kilometres are calculated by multiplying the number of passenger journeys on a particular flow by Cancellations and Significant Lateness (CaSL) is the percentage of the number of track kilometres between the two required stations. trains that have been cancelled (in part or in full) and/or arrived at The track kilometres data are built into the LENNON system (the their final destination late by more than 30 minutes. A lower score is source for this data). Quarterly data is published on the data portal, better. Quarterly data is published on the data portal, table 3.7. table 12.11. Delay minutes are a performance measure for punctuality of Complaints rate is the number of complaints per 100,000 passenger passenger and freight trains. A delay is defined as a loss of time journeys. A complaint in the rail industry is any expression of against a schedule between two consecutive locations on the train’s dissatisfaction by a customer or potential customer about service journeys. delivery or about company or industry policy. All the complaints data All delays to scheduled passenger and freight trains are included contained within this release are sourced directly from the train within the measure – delays to empty coaching stock (ECS) and light operating companies. Quarterly data is published on the data portal, locomotive moves are excluded. Only delays on Network Rail owned table 14.9. infrastructure are included. Complaints responded to within 20 working days is the percentage of NR-on-TOC, delays attributed to Network rail on train operating complaints answered within 20 working days for each train operating companies. TOC-on-TOC, delays attributed to train operating company. The standard industry target is to respond to 95% of companies by other train operating companies. TOC-on-Self, delays complaints within 20 working days. Most TOCs have a complaints attributed to train operating companies by the same train operating handling target of less than 20 days. Quarterly data is published on company. Periodic (4 weekly data is published on the data portal, the data portal, table 14.2. This map is derived from the stations the operator manages, taken table 3.46. from our 2017-18 estimates of station usage data set. Public performance measure (PPM) shows the proportion of trains that arrive at final destination on time. On time is defined as within Methodology: five minutes, or within ten minutes for the long distance train This factsheet and associated tables brings together key statistics, operators. Quarterly data is published on the data portal, table 3.44. punctuality and complaints data for each train operating company. Right time performance (RTP) is a percentage measure of scheduled passenger trains which are arrive early or within 59 seconds of The latest data in this release refers to 2018-19 (1 April 2018 to 31 schedule. Scheduled passenger trains are based on the planned Public enquiries: Email: [email protected] March 2019). timetable which is agreed at 22:00 the day before. The RTP measure is the same for all TOCs and a higher score is better. Periodic data is Media enquiries: Tel: 020 7282 2094 All data contained in this fact sheet is published on the ORR data published on the data portal, table 3.47. portal. Data portal: http://dataportal.orr.gov.uk/