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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 6th January for 2019 and 5th January for 2020.


National Rail Passenger Survey

Spring 2020 Results

Transport Focus, the independent body which monitors the quality of transport services, consults 50,000 passengers a year to produce the National Rail Passenger Survey (NRPS) – a network-wide picture of customer satisfaction with rail travel. Opinions of train services are collected twice a year from a representative sample of journeys.

CrossCountry has targets for 2020. This is based on an average of our performance in two surveys (Spring and Autumn 2020). The Spring results were released in July 2020 and the Autumn results will be later this year.

 

Inter-city* Results (North-South)

2020 Target %

2020 Performance %

Overall satisfaction

N/A

85.5

Customer Service

70.5

70.5

Train

74.8

75.4

 

Inter-Regional** Results (East-West)

2020 Target %

2020 Performance %

Overall satisfaction

N/A

82

Customer Service

66

60

Train

71

70

 

The Spring 2020 survey took place between 27 January and 17 March 2020. You can view a more detailed summary of CrossCountry's results here.

The Autumn 2019 survey took place between 2 September and 10th November 2019. You can view a more detailed summary of CrossCountry's results here.

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

**Inter-regional services are CrossCountry trains operating between Birmingham and Stansted, Cardiff and Nottingham, Birmingham and Leicester. 


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 %
2020            
Period 2 3045 73.6% 3172 87.2% 6217 80.0%
Period 3 3286 83.0% 3305 90.2% 6591 86.5%
Period 4 2550 96.4% 3710 93.5% 6260 94.6%
Period 5 2005 95.0% 2048 95.4% 4053 95.2%
Period 6 1990 94.7% 2118 95.9% 4108 95.3%
Period 7 2262 95.1% 2258 95.9% 4520 95.5%
Period 8  2261 91.4% 2256 94.0% 4517 92.6%
Period 9 2208 88.1% 2275 94.0% 4483 91.0%
Period 10 2388 90.2% 2192 92.5% 4580 91.5%
Period 11 2289 90.9% 2205 93.4% 4494 92.1%
Period 12 2371 93.9% 2233 95.0% 4604 94.4%
Period 13 2021 87.3% 2052 90.5% 4073 88.9%
2021            
Period 1 2131 85.2% 2190 91.3% 4321 88.2%

Cancellation Figures

Cancellation Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2020            
Period 2 360 8.7% 167 4.6% 527 6.8%
Period 3 221 5.6% 93 2.5% 314 4.1%
Period 4 31 1.2% 83 2.1% 114 1.7%
Period 5 40 1.9% 34 1.6% 74 1.7%
Period 6 52 2.5% 44 2.0% 96 2.2%
Period 7 52 2.2% 17 0.7% 69 1.5%
Period 8 58 2.3% 26 1.1% 84 1.7%
Period 9  143 5.7% 39 1.6% 182 3.7%
Period 10 84 3.2% 46 1.9% 130 2.6%
Period 11 37 1.5% 34 1.4% 71 1.5%
Period 12 39 1.5% 28 1.2% 67 1.4%
Period 13 173 7.5% 94 4.1% 267 5.8%
2021            
Period 1 205 8.2% 86 3.6% 291 5.9%

Right Time Railway

Right Time Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2020            
Period 2 1270 30.7% 1309 36.0% 2579 33.2%
Period 3 3286 83.0% 3305 90.2% 6591 86.5%
Period 4 2125 80.4% 2206 55.6% 4331 65.5%
Period 5 1624 77.0% 1409 65.7% 3033 71.3%
Period 6 1561 74.3% 1468 66.5% 3029 70.3%
Period 7 1754 73.8% 1415 60.1% 3169 67.0%
Period 8 1566 63.3% 1229 51.2% 2795 57.3%
Period 9 1493 59.6% 1330 54.9% 2823 57.3%
Period 10 1451 55.1% 1188 50.1% 2639 52.7%
Period 11 1286 51.1% 1113 47.1% 2399 49.2%
Period 12 1574 62.3% 1196 50.9% 2770 56.8%
Period 13 1424 61.5% 1076 47.4% 2500 54.5%
2021            
Period 1 1593 63.7% 1249 52.1% 2842 58.0%

Cancellation & Significant Lateness Figures

Cancellation & Significant Lateness Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2020            
Period 2 509 12.3% 188 5.2% 697 9.0%
Period 3 298 7.5% 112 3.1% 410 5.4%
Period 4 43 1.6% 96 2.4% 139 2.1%
Period 5 55 2.6% 39 1.8% 94 2.2%
Period 6 52 2.5% 44 2.0% 96 2.2%
Period 7 65 2.7% 27 1.1% 92 1.9%
Period 8 102 4.1% 39 1.6% 141 2.9%
Period 9 187 7.5% 57 2.4% 244 5.0%
Period 10 108 4.1% 63 2.7% 171 3.4%
Period 11 74 2.9% 48 2.0% 122 2.5%
Period 12 58 2.3% 37 1.6% 95 1.9%
Period 13 203 8.8% 112 4.9% 315 6.9%
2021            
Period 1 245 9.8% 108 4.5% 353 7.2%

Trains delayed between 30-59 minutes

Delays Between 30 - 59 minutes Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2020            
Period 2 124 3.0% 20 0.6% 144 1.9%
Period 3 66 1.7% 18 0.5% 84 1.1%
Period 4 10 0.4% 12 0.3% 22 0.3%
Period 5 11 0.5% 4 0.2% 15 0.4%
Period 6 9 0.4% 9 0.4% 18 0.4%
Period 7 7 0.3% 8 0.3% 15 0.3%
Period 8 37 1.5% 11 0.5% 48 1.0%
Period 9 34 1.4% 14 0.6% 48 1.0%
Period 10 19 0.7% 15 0.6% 34 0.7%
Period 11 31 1.2% 11 0.5% 42 0.9%
Period 12 15 0.6% 7 0.3% 22 0.5%
Period 13 24 1.0% 14 0.6% 38 0.8%
2021            
Period 1 35 1.4% 14 0.6% 49 1.0%

Trains delayed between 60 - 119 minutes

Delays Between 60 - 119 minutes Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2020            
Period 2 25 0.6% 1 0.0% 26 0.3%
Period 3 9 0.2% 1 0.0% 10 0.1%
Period 4 2 0.1% 1 0.0% 3 0.0%
Period 5 3 0.1% 1 0.0% 4 0.1%
Period 6 1 0.0% 1 0.0% 2 0.0%
Period 7 5 0.2% 2 0.1% 7 0.1%
Period 8 7 0.3% 2 0.1% 9 0.2%
Period 9 10 0.4% 4 0.2% 14 0.3%
Period 10 5 0.2% 2 0.1% 7 0.1%
Period 11 5 0.2% 3 0.1% 8 0.2%
Period 12 4 0.2% 2 0.1% 6 0.1%
Period 13 6 0.3% 3 0.1% 9 0.2%
2021            
Period 1 5 0.2% 8 0.3% 13 0.3%

Trains delayed over 120 minutes

Delays over 120 minutes Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2020            
Period 2 0 0.0% 0 0.0% 0 0.0%
Period 3 2 0.1% 0 0.0% 2 0.0%
Period 4 0 0.0% 0 0.0% 0 0.0%
Period 5 1 0.0% 0 0.0% 1 0.0%
Period 6 0 0.0% 0 0.0% 0 0.0%
Period 7 1 0.0% 0 0.0% 1 0.0%
Period 8 0 0.0% 0 0.0% 0 0.0%
Period 9 0 0.0% 0 0.0% 0 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 0 0.0% 1 0.0% 1 0.0%
2021            
Period 1 0 0.0% 0 0.0% 0 0.0%

Short Formation Figures

Short Formation Figures Inter-city* Inter Regional* Overall
Rail Period Actual % Actual % Actual %
2020            
Period 2 216 5.2% 38 1.0% 254 3.3%
Period 3 187 4.7% 42 1.1% 229 3.0%
Period 4 128 4.8% 14 0.4% 142 2.1%
Period 5 108 5.1% 13 0.6% 121 2.8%
Period 6 127 6.0% 0 0.0% 127 2.9%
Period 7 56 2.4% 0 0.0% 56 1.2%
Period 8 36 1.5% 8 0.3% 44 0.9%
Period 9 12 0.5% 9 0.4% 21 0.4%
Period 10 9 0.4% 0 0.0% 9 0.2%
Period 11 10 0.4% 1 0.0% 11 0.2%
Period 12 10 0.4% 1 0.0% 11 0.2%
Period 13 11 0.5% 2 0.1% 13 0.3%
2021            
Period 1 17 0.7% 2 0.1% 19 0.4%


*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. 


Passenger information during disruption (PIDD)

PIDD is a coordinated approach by the rail industry to enable the timely and reassuring provision of correct and consistent information to passengers during major disruption/delays so that they can make well-informed travel decisions. The industry has agreed a Code of Practice that sets out high-level guidance about generic good practice for the provision of information to passengers during disruption; a framework that individual train operators can tailor according to local circumstances. This Code of Practice is attached below; followed by CrossCountry's 'PIDD Local Plan' which is our approach to ensuring the PIDD Code of Practice is delivered for our customers. The final attachment below is CrossCountry's 'PIDD Delivery Plan' which is our monthly progress tracker against the industry's list of PIDD initiatives.

In response to action number PIDD-29 the industry undertakes quantitative research to measure the improvement in the quality of information during disruption over time for all rail companies. The attachment to the Executive Summary for the most recent wave of research is below.

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