We are committed to delivering consistently reliable services. Below, we have provided key industry metrics on cancellations, punctuality, delays, customer satisfaction, and overall experience to offer transparency on our performance. These updates will be included in each newsletter, and for the latest information, you can also visit our website or the Office of Rail and Road’s website, which publishes detailed statistics and comparative data across train operators. The data presented below covers the period from 1 April - 27 June 2026.
1. Reliability
Over the last three periods (1 April 2026 – 27 June 2026), 86.8% of our services arrived within 15 minutes of schedule. This is slightly down from 89.4% in the previous three periods (1 February 2026 - 31 March 2026) despite ongoing infrastructure challenges across the network.
TOC on self cancellations averaged at 1.6% between 1 April 2026 – 27 June 2026 but despite low levels of cancellations in Period 1 (0.8%) and Period 2 (1.7%), Period 3 saw a slight rise to 2.4%
The below graph shows the average punctuality between 1 April – 27 June.
The below graph shows the level of delays between 1 April 2025 – 27June 2026outlining the percentage of services that arrived and departed within 15 minutes of its published schedule.
2. Delay minutes/cancellations
Following a positive improvement at the start of the financial year, performance dipped over the latest two reporting periods, with both delays and cancellations increasing month on month. Operational performance during Period 3 (31 May 2026 – 27 June 2026) was impacted by adverse and extreme hot weather, as well as some specific technical faults with our fleet.
3. Delay responsibility
While there is still improvement needed, through our Joint Performance Strategy, activity is being brought together through shared planning, closer operational focus and coordinated delivery. We remain committed to working collaboratively to reduce delays where possible and deliver a more reliable service for customers.
The big picture
In our last newsletter, we reported the important milestone of achieving positive Net Advocacy Scores consistently for more than a year. Whilst performance issues have impacted this score in recent months, we’re still seeing overall positive feedback from customers, who have responded positively to improvements in timetable, customer services and innovations like Superfare and Standard Premium. When adjusting for performance and showing feedback for services that were on time (shown as “PPM Success NAS” on the graph below), customer advocacy is still significantly higher than it was at the start of the Avanti franchise.
We’ll keep building on this momentum by investing in further improvements which enhance the travel experience and support long-term recovery.
