This is a historical version of this page - for the most recent version, see our performance information here.
At Grand Central we want to be honest with our customers about how we’re performing. So this could be things like reasons for delays, our customer satisfaction results, and the number of complaints we receive.
We’ve summarised this information into three categories that affect your journey, your ticket and also future travel plans with Grand Central.
From April 2019 all train companies in Great Britain have reported right time arrival as well as PPM (see below). This is a measure of the number of services, as a percentage, that arrived at all stations on the services we operate within specific timeframes. The graph of the most recent period is as follows:
2 May - 28 May
This chart shows the percentage of services at all stations to which the time periods along the top apply to.
Dates | Early | On Time | <3 mins | <5 mins | <10 mins | <15 mins | >15 mins late | >20 mins late | >30 mins late | Cancelled |
---|---|---|---|---|---|---|---|---|---|---|
2 May - 28 May | 41.6% | 71.3% | 88.6% | 94.1% | 97.4% | 98.5% | 1.5% | 0.8% | 0.7% | 1.5% |
1 April - 1 May | 47.3% | 73.2% | 89.3% | 93.89% | 97.5% | 98.9% | 1.1% | 0.5% | 0.1% | 1.3% |
9 January - 26 March | Service suspended | |||||||||
2020 | ||||||||||
13 December - 8 January* | 44.2% | 73.4% | 88.9% | 93.6% | 96.1% | 97.2% | 2.8% | 2.4% | 2.0% | 2.0% |
15 November - 12 December* | 34.4% | 60.3% | 79.4% | 86.2% | 92.3% | 94.9% | 5.1% | 4.5% | 2.7% | 5.5% |
18 October - 14 November* | 36.9% | 63.2% | 81.8% | 90.4% | 95.3% | 96.0% | 4.0% | 2.9% | 1.5% | 4.2% |
20 September - 17 October | 44.5% | 71.9% | 87.7% | 93.5% | 97.1% | 98.3% | 1.7% | 1.4% | 0.8% | 2.5% |
23 August - 19 September | 46.8% | 73.2% | 88.7% | 93.6% | 96.9% | 97.9% | 2.1% | 1.5% | 1.0% | 2.0% |
26 July - 24 August* | 41.0% | 66.1% | 83.0% | 88.7% | 93.9% | 95.2% | 4.8% | 3.6% | 2.1% | 2.7% |
4 April - 25 July | Service suspended | |||||||||
1 March - 31 March* | 34.6% | 58.7% | 76.8% | 86.3% | 93.5% | 95.7% | 4.3% | 3.3% | 1.4% | 4.0% |
2 February - 29 February | 25.8% | 46.1% | 66.6% | 78.1% | 88.5% | 92.8% | 7.2% | 4.7% | 2.2% | 4.3% |
5 January - 1 February | 25.9% | 47.8% | 68.7% | 79.6% | 90.5% | 94.6% | 5.4% | 3.1% | 0.7% | 2.6% |
2019 | ||||||||||
8 December 2019 - 4 January 2020 | 20.7% | 30.4% | 61.1% | 73.4% | 86.4% | 91.0% | 9.0% | 6.5% | 4.4% | 3.2% |
10 November - 7 December | 20.7% | 41.8% | 58.7% | 70.2% | 84.2% | 91.1% | 8.9% | 6.2% | 3.0% | 3.2% |
12 October - 9 November | 25.6% | 46.7% | 63.7% | 74.1% | 86.7% | 91.8% | 8.2% | 5.7% | 3.4% | 4.1% |
15 September - 12 October | 26.7% | 51.2% | 72.5% | 83.8% | 92.7% | 95.5% | 4.5% | 3.0% | 1.7% | 1.2% |
18 August - 14 September | 24.9% | 48.4% | 67.1% | 77.4% | 88.5% | 92.7% | 7.3% | 5.0% | 2.6% | 1.7% |
21 July - 17 August | 22.7% | 45.7% | 64.0% | 74.3% | 85.5% | 90.1% | 9.9% | 7.8% | 4.7% | 7.9% |
23 June - 20 July | 24.5% | 49.9% | 69.1% | 79.7% | 88.2% | 91.9% | 8.1% | 5.8% | 3.6% | 4.3% |
26 May - 22 June | 25.1% | 49.4% | 67.3% | 77.0% | 85.6% | 89.4% | 10.6% | 8.4% | 4.5% | 4.3% |
28 April - 25 May | 31.0% | 56.4% | 74.0% | 83.7% | 92.4% | 95.7% | 4.3% | 3.3% | 1.6% | 2.2% |
1 - 27 April | 33.4% | 58.0% | 74.0% | 84.1% | 92.9% | 95.8% | 4.2% | 2.7% | 1.3% | 2.3% |
3 March - 31 March | 33.5% | 56.9% | 72.4% | 80.6% | 89.9% | 94.1% | 5.9% | 4.0% | 1.8% | 2.6% |
3 February - 2 March | 31.6% | 56.6% | 73.5% | 82.0% | 91.0% | 94.2% | 5.8% | 4.6% | 2.7% | 3.2% |
6 January - 2 February | 29.1% | 53.9% | 70.8% | 79.8% | 90.9% | 95.4% | 4.6% | 2.8% | 1.5% | 1.0% |
2018 | ||||||||||
9 December 2018 - 5 January 2019 | 29.1% | 53.6% | 71.6% | 80.9% | 90.9% | 94.6% | 5.4% | 4.2% | 2.5% | 1.8% |
11 November - 8 December | 22.5% | 44.0% | 61.2% | 72.7% | 85.8% | 92.3% | 7.7% | 4.5% | 2.4% | 4.5% |
14 October - 10 November | 27.4% | 48.6% | 66.4% | 78.0% | 89.4% | 94.6% | 5.4% | 3.7% | 2.1% | 2.7% |
16 September - 13 October | 25.1% | 47.8% | 66.5% | 76.2% | 88.0% | 92.3% | 7.7% | 5.5% | 3.9% | 4.5% |
19 August - 15 September | 27.6% | 52.1% | 70.4% | 79.3% | 89.6% | 93.2% | 6.8% | 4.6% | 2.4% | 1.7% |
22 July - 18 August | 21.4% | 44.0% | 61.9% | 72.4% | 84.0% | 89.4% | 10.7% | 7.4% | 3.8% | 6.6% |
24 June - 21 July | 21.8% | 41.7% | 59.6% | 69.2% | 83.3% | 88.8% | 11.2% | 7.6% | 4.6% | 10.2% |
27 May - 23 June | 25.1% | 46.6% | 65.6% | 77.0% | 87.6% | 92.9% | 7.1% | 4.2% | 1.9% | 2.0% |
29 April - 26 May | 23.9% | 48.1% | 66.6% | 76.0% | 87.4% | 91.4% | 8.6% | 6.4% | 4.2% | 4.6% |
1 April - 28 April | 30.0% | 54.5% | 73.3% | 81.0% | 89.3% | 93.0% | 7.0% | 5.5% | 3.6% | 3.6% |
4 March - 31 March | 25.7% | 48.4% | 67.2% | 76.1% | 86.6% | 91.0% | 9.0% | 6.0% | 2.8% | 4.2% |
*Reduced service in operation for all or part of period.
We measure the punctuality and reliability of our trains and the standard measure used throughout the rail industry in Great Britain is the Public Performance Measure (PPM). This is a combined measure of how many trains timetabled to operate have run throughout the entire route and calling points and how many have arrived at their final destination within ten minutes of their advertised time. The results of this measure are reported every four weeks.
Dates | PPM total | West Yorkshire Service | North East service |
---|---|---|---|
2 May - 29 May | 94.9% | 96.4% | 93.5% |
1 April - 1 May | 92.2% | 97.6% | 94.8% |
9 January - 26 March | Service suspended | ||
2020 | |||
13 December - 9 January* | 92.6% | 91.4% | 93.4% |
15 November - 12 December* | 82.4% | 85.7% | 80.0% |
18 October - 14 November* | 89.5% | 89.5% | 89.5% |
20 September - 17 October | 91.4% | 93.1% | 90.0% |
23 August - 19 September | 94.7% | 94.1% | 95.0% |
26 July - 22 August | 88.2% | 92.9% | 85.1% |
4 April - 25 July | Service suspended | ||
1 - 31 March* | 84.6% | 87.2% | 82.2% |
2 February - 29 February | 75.7% | 76.5% | 75.1% |
5 January - 1 February | 84.7% | 89.4% | 76.3% |
2019 | |||
8 December 2019 - 4 January 2020 | 73.5% | 79.5% | 68.3% |
10 November - 7 December | 72.8% | 79.2% | 67.2% |
12 October - 9 November | 75.9% | 79.4% | 73.0% |
15 September - 12 October | 84.9% | 89.3% | 81.3% |
18 August - 14 September | 79.0% | 81.8% | 76.8% |
21 July - 17 August | 67.8% | 72.7% | 63.7% |
23 June - 20 July | 71.1% | 75.2% | 79.4% |
26 May - 22 June | 74.9% | 79.1% | 71.5% |
28 April - 25 May | 85.9% | 88.4% | 83.8% |
1 - 27 April | 87.5% | 91.3% | 84.4% |
3 March - 31 March | 80.9% | 82.2% | 79.9% |
3 February - 2 March | 84.5% | 89.7% | 80.2% |
6 January - 2 February | 86.1% | 88.3% | 84.3% |
*Reduced service in operation for all or part of period.
Dates | PPM total | West Yorkshire Service | North East service |
---|---|---|---|
2018 | |||
9 December 2018 - 5 January 2019 | 80.6% | 83.0% | 78.6% |
11 November - 8 December | 73.6% | 72.4% | 74.6% |
14 October - 10 November | 81.3% | 81.5% | 81.1% |
16 September - 13 October | 76.6% | 80.9% | 73.2% |
19 August - 15 September | 84.5% | 87.1% | 82.4% |
22 July - 18 August | 72.0% | 74.9% | 69.9% |
24 June - 21 July | 65.0% | 66.7% | 63.6% |
27 May - 23 June | 80.5% | 83.0% | 78.7% |
29 April - 26 May | 74.4% | 74.3% | 74.5% |
1 April - 28 April | 76.7% | 74.3% | 78.7% |
4 March - 31 March | 76.9% | 78.7% | 75.5% |
5 February - 3 March | 75.5% | 82.7% | 69.5% |
7 January - 4 February 2018 | 81.3% | 81.7% | 80.9% |
2017 | |||
10 December 2017 - 6 January 2018 | 81.3% | 81.3% | 81.4% |
12 November - 9 December 2017 | 81.5% | 87.0% | 77.0% |
15 October - 11 November 2017 | 82.0% | 83.7% | 80.7% |
17 September - 14 October 2017 | 89.9% | 91.4% | 88.6% |
21 August - 16 September 2017 | 86.4% | 82.9% | 89.3% |
23 July - 20 August 2017 | 81.9% | 86.6% | 78.0% |
25 June - 22 July 2017 | 88.3% | 89.2% | 87.5% |
28 May - 24 June 2017 | 86.1% | 87.1% | 85.2% |
30 April - 27 May 2017 | 89.7% | 93.8% | 86.4% |
1 April - 29 April 2017 | 88.4% | 91.3% | 86.0% |
5 March - 31 March 2017 | 87.3% | 89.5% | 85.6% |
5 February - 4 March 2017 | 86.8% | 90.6% | 83.8% |
8 January - 4 February 2017 | 85.5% | 89.4% | 82.5% |
2016 | |||
11 December 2016 - 7 January 2017 | 84% | 85% | 83% |
13 November - 10 December 2016 | 79% | 81% | 78% |
16 October - 12 November 2016 | 86% | 86% | 86% |
18 September - 15 October 2016 | 87% | 86% | 88% |
21 August - 17 September 2016 | 79.0% | 82.0% | 76.0% |
24 July - 20 August 2016 | 86.3% | 88.4% | 84.1% |
26 June - 23 July 2016 | 84.0% | 86.6% | 81.4% |
29 May - 25 June 2016 | 77.8% | 77.9% | 77.6% |
1 May - 28 May 2016 | 91.8% | 91.4% | 92.2% |
1 April - 30 April 2016 | 91.4% | 92.1% | 90.7% |
6 March - 31 March 2016 | 84.3% | 85.7% | 82.9% |
7 February - 5 March 2016 | 84.4% | 86.2% | 82.6% |
10 January - 6 February 2016 | 83.2% | 84.5% | 81.9% |
2015 | |||
13 December - 9 January 2016 | 85.8% | 85.5% | 86.1% |
15 November - 12 December 2015 | 81.9% | 83.3% | 80.5% |
18 October - 14 November 2015 | 83.5% | 85.4% | 81.6% |
20 September - 17 October 2015 | 86.1% | 85.7% | 86.4% |
23 August - 19 September 2015 | 87.9% | 90.0% | 85.7% |
26 July - 22 August 2015 | 89.2% | 90.6% | 88.1% |
National Rail Passenger Survey Customer Satisfaction - Twice a year, Transport Focus carries out the National Rail Passenger Survey (NRPS), asking passengers with every UK train company about their experiences on-board. This is amalgamated into an overall customer satisfaction score, reported as a percentage of customers who were satisfied with their experience, and published for all to see.
Our current NRPS score (Spring 2020) is 95%.
Date | Grand Central NRPS Score |
---|---|
Autumn 2019 | 94% |
Spring 2019 | 89% |
Autumn 2018 | 94% |
Spring 2018 | 95% |
Autumn 2017 | 96% |
Spring 2017 | 94% |
Autumn 2016 | 91% |
Spring 2016 | 96% |
Autumn 2015 | 93% |
Spring 2015 | 94% |
Autumn 2014 | 94% |
Spring 2014 | 94% |
Autumn 2013 | 95% |
Spring 2013 | 93% |
Autumn 2012 | 96% |
Information on delays - you can check if your journey is delayed using our live arrival and departure boards or check for any future planned engineering works that may affect your travel. Network Rail also have a Delays explained section on their website where you can find out more about the common causes of delays - and what we're doing to reduce their frequency and impact.
Complaints – the number of complaints we received per 100,000 customer journeys for 2019 was 122.4. We dealt with 99.2% of complaints within 20 days. The target is to deal with 95% of complaints within that time.
Ticket office opening hours - this information can be found in our Stations page where you can search for any National Rail station along with general facilities available.
Season tickets – a season ticket calculator is available on the National Rail website. Grand Central does not retail season tickets.
Planned engineering works – you can see how Network Rail’s planned engineering work may affect your journey in our Travel updates section.
Special events – where events taking place on our network are expected to have a significant effect on travel with Grand Central we will advise customers of this on the homepage of our website. You can also follow us on Twitter @GC_Rail.
Grand Central knows that the flow of information about train services experiencing disruption is a priority for customers and it is an area we focus on.
The rail industry has produced an Approved Code of Practice (ACoP) which sets out high-level guidance and good practice in providing information to customers during disruption. Grand Central uses this Code of Practice as a framework for delivering timely, correct and consistent information to customers during major disruption/delays so that they can make well-informed travel decisions.
For more information please view our ATOC Approved Code of Practice for Passenger Information During Disruption (PDF).
You can read more about our approach in our Passenger information during disruption Delivery Plan (PDF) and our annual progress plan (PDF) on the Rail Industry Action plan to improve the provision of passenger information during disruption.