We’re working hard to deliver consistently reliable services. Across the last five months, cancellation levels have been steadily and consistently improving across the network. We’ve gathered below some of the key industry metrics that show how we’re doing on cancellations, punctuality and delays, customer satisfaction, and generating growth so that you can judge this for yourself. We’ll update these in every newsletter, but if you want to see more up-to-date information, you can visit our website or that of the Office of Rail and Road, which collates key stats and compares these for different train operators.

The level of Avanti-caused cancellations has dipped below 2% for the first time in a year following a spike late last year. Improved rosters, an overtime agreement and continued recruitment and training is improving reliability further. There remains an industry-wide concern about fundamental problems of outdated Terms and Conditions which we are discussing with Government and industry partners. Alongside, we have taken action to improve rosters, negotiated changes to historical leave arrangements, and undertaken unprecedented levels of recruitment and training. 

We have seen three consecutive periods of improved punctuality performance after a low-point in P4, amid ongoing work with Network Rail and other industry partners to jointly address the key drivers of poor performance.

As the prime long-distance operator on the West Coast Main Line, Europe’s busiest mixed-use rail route, we see a far higher proportion of delays caused by external factors, including infrastructure.  

We’re pleased to see such consistently high standards for customer service, but are working to consistently hit targets at stations and onboard.

We have seen some encouraging trends this year, with levels of growth outstripping that of other long-distance operators. We are investing in a better service because we want people to trust, enjoy and choose our services, and ultimately deliver growth.