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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 14 September - 6 December 2025.
The details
1. Reliability
Over the last three periods of FY26 (14 September – 6 December 2025), 85% of our services arrived within 15 minutes of schedule, demonstrating strong performance despite ongoing infrastructure challenges across the network.
Since the last newsletter, there has been some seasonal increases in cancellations that Avanti is directly responsible for. However, these remain stable in comparison to the previous year.
Cancellations averaged at 2.5% between 14 September – 6 December 2025 reflecting these seasonal increases as we move into the winter months. Period 07 saw cancellations at 1.9%, Period 8 at 1.8% and Period 9 at 3.9%.
The below graph shows the average punctuality between 14 September – 6 December.
The below graph shows the level of delays between 15 September 2024 – 6 December 2025 outlining the percentage of services that arrived and departed within 15 minutes of its published schedule.
2. Delay minutes/cancellations
As this data shows, over the last three periods (14 September – 6 December), cancellations have remained low.
3. Delay responsibility
While there is still improvement needed, we’re seeing a positive impact of our joint efforts with Network Rail and industry partners to tackle the root causes of poor performance. We remain committed to working collaboratively to reduce delays where possible and deliver a more reliable service for customers.
The big picture
We remain committed to attracting passengers back to rail and driving long-term growth. Passenger numbers have now reached 94% of pre-covid levels, signalling a strong resurgence in rail travel and increasing customer demand. Our continued investment in the customer experience is delivering strong results, with positive sentiment rising and our Net Advocacy Score (NAS) reaching levels not seen since before the pandemic.
While we experienced a temporary dip in NAS due to disruption including a number of named storms and major engineering works, our underlying customer satisfaction remains strong and compared with the same period last year, the score has risen by 8%. These events highlighted the importance of resilience and proactive planning, and we’re using these insights to strengthen future performance. As more customers place their trust in us for a reliable journey, we are seeing continued growth in passenger numbers. We’ll keep building on this momentum by investing in further improvements which enhance the travel experience and support long-term recovery.
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