Train Performance

We have targets for delivering a service you can rely on.

Our trains are monitored every minute, every day. We publish performance results every four weeks, online and at stations, within ten working days of the information being available:

  • Trains more than 30 minutes late, the number of cancelled trains and ‘short formed’ trains (i.e. not as many carriages as planned)
  • Public performance measure: the percentage of trains arriving at their destination within five minutes of schedule
  • The percentage of trains arriving on-time or early

Train performance

These graphs compare performance over the past four weeks to the published timetable. We publish results by network, and by region.

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No routes go through that station.

Number of trains arriving West Midlands Railway
6 January 2019 - 2 February 2019
Total trains planned to run: 22979
20892 arrived within five minutes of scheduled arrival time
90.9%
15622 on time or early
68.0%
610 more than 15 minutes late
2.7%
6 trains between 30 and 59 minutes late
0.0%
2 trains between 60 and 119 minutes late
0.0%
0 trains more than 120 minute late
0%
520 trains cancelled
2.3%
526 trains cancelled or with significant lateness (CaSL)
2.3%
33 trains with fewer carriages than planned
0.14%
Number of trains arriving West Mids Inter Urban
6 January 2019 - 2 February 2019
Total trains planned to run: 7712
7008 arrived within five minutes of scheduled arrival time
90.9%
4739 on time or early
61.4%
134 more than 15 minutes late
1.7%
5 trains between 30 and 59 minutes late
0.1%
1 trains between 60 and 119 minutes late
0.0%
0 trains more than 120 minute late
0%
98 trains cancelled
1.3%
103 trains cancelled or with significant lateness (CaSL)
1.3%
11 trains with fewer carriages than planned
0.14%
Number of trains arriving West Midlands Local
6 January 2019 - 2 February 2019
Total trains planned to run: 5078
4300 arrived within five minutes of scheduled arrival time
84.7%
2612 on time or early
51.4%
226 more than 15 minutes late
4.5%
0 trains between 30 and 59 minutes late
0%
0 trains between 60 and 119 minutes late
0%
0 trains more than 120 minute late
0%
210 trains cancelled
4.1%
210 trains cancelled or with significant lateness (CaSL)
4.1%
2 trains with fewer carriages than planned
0.04%
Number of trains arriving Snow Hill
6 January 2019 - 2 February 2019
Total trains planned to run: 10189
9584 arrived within five minutes of scheduled arrival time
94.1%
8271 on time or early
81.2%
250 more than 15 minutes late
2.5%
1 trains between 30 and 59 minutes late
0.0%
1 trains between 60 and 119 minutes late
0.0%
0 trains more than 120 minute late
0%
212 trains cancelled
2.1%
213 trains cancelled or with significant lateness (CaSL)
2.1%
20 trains with fewer carriages than planned
0.20%
Number of trains arriving Cross City
6 January 2019 - 2 February 2019
Total trains planned to run: 4730
3971 arrived within five minutes of scheduled arrival time
84.0%
2396 on time or early
50.7%
224 more than 15 minutes late
4.7%
0 trains between 30 and 59 minutes late
0%
0 trains between 60 and 119 minutes late
0%
0 trains more than 120 minute late
0%
208 trains cancelled
4.4%
208 trains cancelled or with significant lateness (CaSL)
4.4%
2 trains with fewer carriages than planned
0.04%

Performance targets

Our Public Performance Measure (PPM) targets over the course of the franchise.

Year PPM
2017/18 89.8%
2018/19 90.0%
2019/20 90.0%
2020/21 90.1%
2021/22 90.3%
2022/23 90.6%
2023/24 90.7%
2024/25 90.7%
2025/26 90.7%
2026/27 90.7%
2027/28 90.7%

Our current results:

Period Actual PPM
10 80.7%
11 88.6%
12 83.5%
13 85.7%
1 89.4%
2 87.7%
3 87.9%
4 83.0%
5 85.5%
6 88.5%
7 84.7%
8 83.8%
9 79.7%

Our Cancellation and Significant Lateness (CaSL) targets over the course of the franchise.

Year CaSL
2017/18 2.39%
2018/19 2.36%
2019/20 2.35%
2020/21 2.32%
2021/22 2.28%
2022/23 2.25%
2023/24 2.21%
2024/25 2.21%
2025/26 2.21%
2026/27 2.21%
2027/28 2.21%

Our service quality targets cover stations, trains and customer service over the course of the franchise.

Service quality regime – stations

Service target 2018 2022 2026
Ambience 88% 94% 94%
Maintenance 92% 97% 97%
Cleanliness 83% 90% 90%
Information 70% 95% 95%
Ticketing & Staff 69% 94% 94%

Service quality regime – trains

Service target 2018 2022 2026
Ambience 61% 88% 88%
Cleanliness 76% 90% 90%
Information 44% 89% 89%
Customer Service 50% 92% 92%

Service quality regime – customer service

Service target 2018 2022 2026
Technology 99% 96% 96%
Information & Customer Contact 95% 96% 96%