Please only travel if essential on Sunday 3 December, services are expected to be extremely busy due to industrial action and engineering work affecting other train operators - more information

We are aware of the ASLEF Union's plans for industrial action at CrossCountry on Thursday 7 December, and action short of a strike between Friday 1 to Saturday 9 December – more information

Key Business Performance Indicators

At CrossCountry we are keen to provide you with as much information as we can about our services and how we're doing

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Station Finder

Below you will find information on our service performance. This includes lateness of our trains, number of trains ran, our timekeeping performance and how we performed in the latest NRPS surveys. Our performance figures are published on a four weekly basis called rail periods. Period 1 begins on 1st April for 2022.


Customer experience survey (CES)

The National Rail Passenger Survey (NRPS) programme has been on hold since spring 2020. Since then, we have created our own customer experience survey (CES). The below tables indicate customer satisfaction across a selection of customer touchpoints, comparing the most recent NRPS performance against the CES, where possible. Note that the scores are not comparable owing to vastly different survey methodologies, a much-changed set of customer expectations stemming from the pandemic and key differences in service provision across the time period owing to the pandemic. Examples of the latter would include reduced timetabling and on-board catering provision.

Trains

  NRPS Spring 2022 CES P4-P6 2022
Overall trains satisfaction 82%  
Personal security on-board  83%  
Cleanliness on the inside of the train 77% 60%
Comfort of the seats 70% 54%
Toilet facilities 59% 48%
Trains average  74% 54%

Customer Service

  NRPS Spring 2022 CES P4-P6 2022
Provision of information during journey 82% 60%
Helpfulness and attitude of staff 83% 69%
How well TOC dealt with delays 77% 42%
Availability of staff on the train 70% 52%
Customer service average  74% 56%

My journey

Public Performance Measurement (PPM) is the number of our services reaching their destination 'on time'. On time is defined as within five minutes for Regional and ten minutes for Long Distance trains. 

Punctuality last 4 weeks

Punctuality last 12 months 

Train performance

PPM Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2022            
Period 8 1770 66.1% 2583 74.5% 4353 70.8%
Period 9 1718 65.2% 2891 76.3% 4609 71.7%
Period 10 1393 71.5% 1192 75.8% 2585 73.4%
Period 11 2194 78.9% 2932 87.2% 5126 83.4%
Period 12 2307 84.0% 2965 88.2% 5272 86.3%
Period 13 2168 82.8% 2816 89.3% 4984 86.3%
2023            
Period 1 2814 81.0% 2761 86.4% 5575 83.6%
Period 2 2888 82.8% 2643 85.9% 5531 84.2%
Period 3 2173 68.9% 1961 70.8% 4134 69.8%
Period 4 1935 65.6% 2380 81.6% 4315 73.5%
Period 5 2543 76.3% 2426 84.4% 4969 80.0%
Period 6 2321 75.6% 2309 82.2% 4630 78.7%
Period 7  2154 73.6% 2308 82.5% 4462 77.9%
Period 8 1855 59.0% 2276 74.3% 4131 66.5%

Cancellation Figures

Cancellation Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2022            
Period 8 277 10.3% 529 15.2% 806 13.1%
Period 9 371 14.1% 577 15.2% 948 14.8%
Period 10 260 13.3% 265 16.8% 525 14.9%
Period 11 212 7.6% 186 5.5% 398 6.5%
Period 12 175 6.4% 209 6.2% 384 6.3%
Period 13 124 4.7% 151 4.8% 275 4.8%
2023            
Period 1 256 7.4% 217 6.8% 473 7.1%
Period 2 240 6.9% 194 6.3% 434 6.6%
Period 3 410 13.0% 384 12.6% 758 12.8%
Period 4 525 17.8% 303 10.4% 828 14.1%
Period 5 385 11.5% 237 8.2% 622 10.0%
Period 6 271 8.8% 245 8.7% 516 8.8%
Period 7  219 7.5% 211 7.5% 430 7.5%
Period 8  597 19.0% 422 13.8% 1019 16.4%

Right Time Railway


Right Time Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2022            
Period 8 670 25.0% 1008 29.1% 1678 27.3%
Period 9  585 22.2% 1048 27.6% 1633 25.4%
Period 10 678 34.8% 578 36.7% 1256 35.7%
Period 11 1058 38.0% 1280 38.0% 2338 38.0%
Period 12 1155 42.0% 1497 44.5% 2652 43.4%
Period 13 1130 43.2% 1403 44.5% 2533 43.9%
2023            
Period 1 1487 42.8% 1268 39.7% 2755 41.3%
Period 2 1435 41.1% 1279 41.6% 2714 41.3%
Period 3 1028 32.6% 825 29.8% 1853 31.3%
Period 4 866 29.3% 1090 37.4% 1956 33.3%
Period 5  1266 38.0% 1160 40.4% 2426 39.1%
Period 6 1120 36.55 964 34.3% 2084 35.4%
Period 7  862 29.5% 924 33.0% 1786 31.2%
Period 8  676 21.5% 800 26.1% 1476 23.8%

Cancellation & Significant Lateness Figures

Cancellation & Significant Lateness Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2022            
Period 8 456 17.0% 579 16.7% 1035 16.8%
Period 9 502 19.1% 601 15.9% 1103 17.2%
Period 10 317 16.3% 284 18.1% 601 17.1%
Period 11 286 10.3% 204 6.1% 490 8.0%
Period 12 230 8.4% 227 6.8% 457 7.5%
Period 13 187 7.1% 173 5.5% 360 6.2%
2023            
Period 1 352 10.1% 241 7.5% 593 8.9%
Period 2 313 9.0% 227 7.4% 540 8.2%
Period 3 568 18.0% 433 15.6% 1001 16.9%
Period 4 624 21.1% 330 11.3% 954 16.3%
Period 5 463 13.9% 259 9.0% 722 11.6%
Period 6 352 11.5% 259 9.2% 611 10.4%
Period 7  329 11.2% 238 8.5% 567 9.9%
Period 8  787 25.0% 463 15.1% 1250 20.1%

Trains delayed between 30-59 minutes

Delays Between 30 - 59 minutes Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2022            
Period 8 141 5.3% 47 1.4% 188 3.1%
Period 9 119 4.5% 24 0.6% 143 2.2%
Period 10 48 2.5% 16 1.0% 64 1.8%
Period 11 63 2.3% 18 0.5% 81 1.3%
Period 12 44 1.6% 17 0.5% 61 1.0%
Period 13 54 2.1% 21 0.7% 75 1.3%
2023            
Period 1 82 2.4% 24 0.8% 106 1.6%
Period 2 66 1.9% 33 1.1% 99 1.5%
Period 3 131 4.2% 74 2.7% 205 3.5%
Period 4 87 2.9% 25 0.9% 112 1.9%
Period 5  67 2.0% 19 0.7% 86 1.4%
Period 6  77 2.5% 13 0.5% 90 1.5%
Period 7  92 3.1% 25 0.9% 117 2.0%
Period 8  155 4.9% 38 1.2% 193 3.1%

Trains delayed between 60 - 119 minutes

Delays Between 60 - 119 minutes Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2022            
Period 8 36 1.3% 2 0.1% 38 0.6%
Period 9 11 0.4% 0 0.0% 11 0.2%
Period 10 9 0.5% 3 0.2% 12 0.3%
Period 11 10 0.4% 0 0.0% 10 0.2%
Period 12 11 0.4% 1 0.0% 12 0.2%
Period 13 6 0.2% 1 0.0% 7 0.1%
2023            
Period 1 14 0.4% 0 0.0% 14 0.2%
Period 2 6 0.2% 0 0.0% 6 0.1%
Period 3 27 0.9% 11 0.4% 38 0.6%
Period 4 10 0.3% 2 0.1% 12 0.2%
Period 5  9 0.3% 3 0.1% 12 0.2%
Period 6 4 0.1% 1 0.0% 5 0.1%
Period 7 16 0.5% 2 0.1% 18 0.3%
Period 8  30 0.1% 3 0.1% 33 0.5%

Trains delayed over 120 minutes

Delays over 120 minutes Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2022            
Period 8 2 0.1% 1 0.0% 3 0.0%
Period 9 1 0.0% 0 0.0% 1 0.0%
Period 10 0 0.0% 0 0.0% 0 0.0%
Period 11 1 0.0% 0 0.0% 1 0.0%
Period 12 0 0.0% 0 0.0% 0 0.0%
Period 13 3 0.1% 0 0.0 3 0.1%
2023            
Period 1 0 0.0% 0 0.0% 0 0.0%
Period 2 1 0.0% 0 0.0% 1 0.0%
Period 3 0 0.0% 0 0.0% 0 0.0%
Period 4  2 0.1% 0 0.0% 2 0.0%
Period 5  2 0.1% 0 0.0% 2 0.0%
Period 6 0 0.0% 0 0.0% 0 0.0%
Period 7 2 0.1% 0 0.0% 2 0.0%
Period 8  5 0.2% 0 0.0% 5 0.1%

Short Formation Figures

Short Formation Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2022            
Period 8 71 2.7% 61 1.8% 132 2.1%
Period 9 56 2.1% 25 0.7% 81 1.3%
Period 10  104 5.3% 20 1.3% 124 3.5%
Period 11 108 3.9% 36 1.1% 144 2.3%
Period 12 130 4.7% 22 0.7% 152 2.5%
Period 13 132 5.0% 21 0.7% 153 2.7%
2023            
Period 1  220 6.3% 28 0.9% 248 3.7%
Period 2 195 5.6% 26 0.8% 221 3.4%
Period 3 220 7.0% 29 1.0% 249 4.2%
Period 4  207 7.0% 30 1.0% 237 4.0%
Period 5  160 4.8% 29 1.0% 189 3.0%
Period 6 158 5.1% 28 1.0% 186 3.2%
Period 7  220 7.5% 17 0.6% 237 4.1%
Period 8  178 5.7% 25 0.8% 203 3.3%


*Inter-city services are CrossCountry trains operating between Edinburgh and Plymouth, Bournemouth and Manchester, Newcastle and Reading.  

Our Inter Regional services are CrossCountry trains operating between Birmingham and Stansted, Cardiff and Nottingham, Birmingham and Leicester. 


Service Quality Regime Results

The quality of the service we provide to our customers is important to us, so we check our facilities and services regularly to ensure that we can take appropriate action to maintain our high standards.

These checks cover both the on-board environment and the service provided by our on-train and customer relations teams.

If you’re interested to find out more about what we are doing to improve the quality of our service, we publish a Customer Report twice a year which provides more detail of the actions we are taking and changes we have recently put in place.

Service Quality Area Ambience & Assets
Includes lighting, interior condition and toilet operation
Cleanliness
Includes exterior and interior cleanliness
Information
Includes posters, announcements, and train information screens
Information & Contact
Includes staff helpfulness and information provision
Target (from Period 6) 63.00% 79.00% 89.00% 87.00%
2022-23        
Period 1 39.30% 75.34% 76.98% 95.73%
Period 2 35.27% 72.94% 72.56% 100.00%
Period 3 36.98% 71.35% 78.10% 99.45%
Period 4  46.93% 74.89% 79.07% 93.18%
Period 5 54.09% 76.78% 82.37% 97.94%
Period 6  56.89% 76.03% 79.30% 89.43%
Period 7  64.98% 76.51% 67.69% 70.78%
Period 8  64.85% 73.64% 71.41% 84.86%
Period 9 58.49% 77.98% 65.32% 89.17% 
Period 10 61.93% 76.32% 67.75% 95.60%
Period 11 57.68% 77.68% 66.81% 93.12%
Period 12 57.61% 76.00% 71.49% 94.89%
Period 13 58.74% 75.37% 66.89% 93.80%
2023-24        
Period 1 53.52% 73.90% 69.15% 85.40%
Period 2 53.00% 75.87% 66.48% 88.21%
Period 3 55.12% 75.22% 63.89% 96.18%
Period 4 53.54% 73.30% 70.11% 92.25%
Period 5 49.88% 71.39% 68.66% 93.37%
Period 6  54.06% 74.65% 69.14% 92.41%
Period 7  53.26% 72.74% 68.90% 96.36%
Period 8  70.27% 64.38% 70.06% 87.49%

We’re continually adapting our Service Quality Regime, which may result in some of our previously published scores changing over time. 


Introducing the Customer Information Pledges 

When you travel with us, if things don’t go to plan, you need the best information as quickly as possible. Our customers tell us that there are things we could do better when things go wrong - and other operators across the industry are hearing this too. Please visit here for more information.

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