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Delays explained

Your railway

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. 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.

During the coronavirus pandemic, when fewer services operated and with the railway less congested, we saw On Time climb to above 90% on occasions, supporting key workers 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:

Every second counts – We’re focused on improving the punctuality and reliability of your train services

Protecting people and journeys – We’re working to protect vulnerable people from harm and to mitigate the impact of climate change and extreme weather

What Network Rail are doing

We work in collaboration with Network Rail to minimise disruption to your journey and get you to your destination safely and on time