Our role is to get you where you need to be, on time, every time.
Everything we do is focused on improving your journey and your train services. We work to get you the information you need to stay in control. And, if a journey does not go to plan, our team will get services back on time as quickly as possible.
Punctuality and reliability matters so we get you to where you need to be. We measure our performance through a metric called On Time. On Time focuses our attention on individual stations, because it is your service that matters. We measure the proportion of station stops where the train arrived within 59 seconds of the timetable and we are always working to create a more reliable, punctual service.Through On Time we aim to make sure that trains are on time and reliable for you at every station, not just the final destination.
During the coronavirus pandemic, we have run fewer services. With the railway less congested, we saw On Time climb to above 90% on occasions, allowing us to run a reliable and punctual service to support key workers working to support us all.
Building back better than before
Now, as we reintroduce more services, we’re working to make your railway better than before.
Working with our partners at Network Rail, we are focusing on three key areas, where you can find out more about our plans:
Taking care of every journey – We’re focused on improving the punctuality and reliability of your train services
Transforming your railway - Find out more about our plans for major upgrades and improvement projects
Protecting you and your journey – We’re working to protect all our customers, including the more vulnerable people, from harm and to mitigate the impact of climate change and extreme weather