Virgin Trains East Coast key statistics - Table 2.6
Annual data (financial year): 2010-11 to 2017-18
Quarterly data (financial year): 2010-11 Quarter 1 to 2017-18 Quarter 4
 
Key Statistics
 
Number of employees
Number of stations managed
Passenger journeys (millions)
Passenger kilometres (millions)
Passenger train kilometres (millions)
Route kilometres operated
2010-11
2,807
12
18.5
4,771.5
19.8
1,429.1
2011-12
2,876
12
18.9
4,893.3
21.6
1,480.6
2012-13
2,988
12
19.0
4,934.3
21.7
1,480.6
2013-14
3,031
12
19.9
5,107.8
21.7
1,480.6
2014-15
3,065
12
20.7
5,297.7
21.9
1,480.6
2015-16
3,194
11
21.1
5,385.7
22.1
1,480.6
2016-17
3,294
11
21.7
5,509.7
22.4
1,480.6
2017-18
3,456
11
21.8
5,640.5
22.9
1,480.8
Source: Network Rail, train operating companies and LENNON
Punctuality
Complaints
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial quarter
5 mins
10 mins
significantly
late
cancelled
2010-11 Quarter 1
80.3%
87.5%
2.7%
1.7%
10,908
2010-11 Quarter 2
78.0%
85.9%
3.2%
2.5%
11,235
2010-11 Quarter 3
68.2%
77.9%
5.4%
4.4%
10,529
2010-11 Quarter 4
72.6%
81.7%
4.3%
3.9%
10,905
2011-12 Quarter 1
79.1%
86.8%
2.5%
3.2%
11,596
2011-12 Quarter 2
78.4%
86.0%
3.0%
3.1%
12,715
2011-12 Quarter 3
77.0%
85.7%
2.9%
2.7%
12,400
  
Complaints answered within
Financial quarter
Complaints rate
handling target
10 working days
20 working days
2010-11 Quarter 1
109.7
:
:
100.0 %
2010-11 Quarter 2
165.8
:
:
100.0 %
2010-11 Quarter 3
186.0
:
:
99.9 %
2010-11 Quarter 4
275.0
:
:
92.1 %
2011-12 Quarter 1
216.0
:
:
93.5 %
2011-12 Quarter 2
278.4
:
:
98.5 %
2011-12 Quarter 3
245.0
:
:
84.6 %

2011-12 Quarter 4
81.3%
88.1%
2.5%
2.4%
12,460
2012-13 Quarter 1
80.6%
87.3%
2.7%
2.9%
12,364
2012-13 Quarter 2
83.0%
89.4%
2.1%
2.4%
12,869
2012-13 Quarter 3
72.0%
81.5%
3.8%
4.4%
12,362
2012-13 Quarter 4
64.7%
77.1%
4.4%
4.3%
12,399
2013-14 Quarter 1
78.8%
87.2%
2.6%
1.6%
12,568
2013-14 Quarter 2
75.9%
85.4%
3.0%
2.4%
12,676
2013-14 Quarter 3
66.1%
79.2%
4.0%
3.6%
12,194
2013-14 Quarter 4
73.8%
84.7%
3.1%
3.1%
12,394
2014-15 Quarter 1
83.5%
91.8%
1.4%
1.2%
12,529
2014-15 Quarter 2
79.2%
88.7%
2.0%
1.9%
12,785
2014-15 Quarter 3
70.1%
82.6%
3.2%
2.6%
12,302
2014-15 Quarter 4
82.9%
91.3%
1.5%
1.1%
12,591
2015-16 Quarter 1
80.2%
89.4%
2.2%
1.2%
12,594
2015-16 Quarter 2
78.6%
86.8%
2.6%
3.0%
12,827
2015-16 Quarter 3
67.7%
80.3%
4.1%
3.1%
12,572
2015-16 Quarter 4
72.6%
84.3%
3.2%
2.5%
12,686
2016-17 Quarter 1
75.8%
85.2%
3.8%
2.7%
12,692
2016-17 Quarter 2
70.7%
81.6%
4.0%
4.4%
12,913
2016-17 Quarter 3
65.7%
79.6%
3.7%
3.0%
12,695
2016-17 Quarter 4
76.1%
86.1%
3.1%
2.7%
12,801
2017-18 Quarter 1
77.7%
87.4%
2.2%
2.7%
13,023
2017-18 Quarter 2
74.5%
86.5%
2.6%
2.1%
13,410
2017-18 Quarter 3
62.7%
78.3%
4.7%
3.1%
12,964
2017-18 Quarter 4
58.0%
73.8%
5.2%
4.8%
13,037
2011-12 Quarter 4
274.5
:
:
89.1 %
2012-13 Quarter 1
271.4
:
:
99.5 %
2012-13 Quarter 2
261.3
:
:
97.1 %
2012-13 Quarter 3
150.3
:
:
96.7 %
2012-13 Quarter 4
162.6
:
:
97.2 %
2013-14 Quarter 1
136.3
:
:
93.4 %
2013-14 Quarter 2
141.2
:
:
95.9 %
2013-14 Quarter 3
166.0
:
:
89.4 %
2013-14 Quarter 4
165.3
:
:
98.7 %
2014-15 Quarter 1
126.2
:
:
99.2 %
2014-15 Quarter 2
131.6
:
:
98.7 %
2014-15 Quarter 3
142.2
:
:
94.8 %
2014-15 Quarter 4
166.7
:
:
89.8 %
2015-16 Quarter 1
142.3
89.4 %
89.4 %
98.4 %
2015-16 Quarter 2
147.0
67.7 %
67.7 %
97.1 %
2015-16 Quarter 3
169.2
35.0 %
35.0 %
89.8 %
2015-16 Quarter 4
184.5
67.5 %
67.5 %
92.0 %
2016-17 Quarter 1
164.7
75.5 %
75.5 %
96.1 %
2016-17 Quarter 2
66.4
48.5 %
48.5 %
79.0 %
2016-17 Quarter 3
101.2
31.0 %
31.0 %
64.2 %
2016-17 Quarter 4
103.1
54.3 %
54.3 %
82.9 %
2017-18 Quarter 1
95.7
82.8 %
82.8 %
93.1 %
2017-18 Quarter 2
142.2
59.0 %
59.0 %
94.4 %
2017-18 Quarter 3
134.7
72.8 %
72.8 %
95.5 %
2017-18 Quarter 4
96.1
79.3 %
79.3 %
97.0 %
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial year
5 mins
10 mins
significantly
late
cancelled
2010-11
74.8%
83.3%
3.9%
3.1%
43,577
2011-12
79.0%
86.6%
2.7%
2.8%
49,171
  
Complaints answered within
Financial year
Complaints rate
handling target
10 working days
20 working days
2010-11
185.0
:
:
96.9%
2011-12
253.7
:
:
93.9%

2012-13
75.2%
83.9%
3.2%
3.5%
49,994
2013-14
73.7%
84.2%
3.2%
2.7%
49,833
2014-15
79.0%
88.6%
2.0%
1.7%
50,207
2015-16
74.8%
85.2%
3.0%
2.5%
50,679
2016-17
72.1%
83.1%
3.6%
3.2%
51,101
2017-18
68.3%
81.5%
3.7%
3.2%
52,433
2012-13
211.7
:
:
97.8%
2013-14
152.2
:
:
94.4%
2014-15
141.7
:
:
95.3%
2015-16
160.8
63.9%
63.9%
94.0%
2016-17
108.8
56.0%
56.0%
83.0%
2017-18
117.4
71.9%
71.9%
95.0%
Source: Network Rail
Source: Train operating companies
Publication schedule:
Published: 5 July 2018
Next publication date: July 2019
Symbols:
(-)           Operator not in service
(:)           Data not available
(r)          Data revised
(p)          Data are provisional
Revisions
 
For the latest information on data revisions, please see the revisions log: http://www.orr.gov.uk/statistics/code-of-practice/revisions-log
Notes:
 
For a fact sheet summary, please visit: http://www.orr.gov.uk/statistics/published-stats/statistical-releases
Public performance measure (PPM) shows the proportion of trains that arrive at final destination on time. On time is defined as within five minutes, or within ten minutes for the long distance train operators. For existing TOCs, disaggregated PPM data at the sub operator level are available on the Data Portal.
 
Significantly late refers to trains that arrive at final destination between 30 and 119 minutes late.
 
Cancelled trains refers to both full and part cancellations. A full cancellation is when the train failed to run entirely or ran less than 50 per cent of booked mileage. Trains that arrive over 119 minutes late are counted as full cancellations. A part cancellation is when the train terminated short of destination or started beyond origin. Trains that fail to call/stop at a booked station are counted as part cancellations.
A complaint is defined as ‘any expression of dissatisfaction by a customer or potential customer about service delivery or about company or industry policy’.

As some TOCs carry more passengers than others, we have presented the data as a rate per 100,000 passenger journeys. This is a superior measure to a ratio against passenger kilometres as, no matter how long the trip, a dissatisfied customer will only complain once.

The industry target for responding to complaints is 20 working days. For more information on complaints handling can be found here:
http://orr.gov.uk/statistics/published-stats/statistical-releases
National Rail Passenger Survey results are published by Transportfocus. The results can be viewed here http://www.transportfocus.org.uk/

Other links:
Other data on passenger train kilometres, passenger journeys, passenger kilometres, PPM and complaints data for each year can be found here; http://dataportal.orr.gov.uk/