Transpennine Express key statistics - Table 2.11
Annual data (financial year): 2010-11 to 2017-18
Quarterly data (financial year): 2010-11 Quarter 1 to 2017-18 Quarter 4
Due to changes in this franchise, comparisons with earlier years for some metrics should be treated with caution.
Key Statistics
 
Number of employees
Number of stations managed
Passenger journeys (millions)
Passenger kilometres (millions)
Passenger train kilometres (millions)
Route kilometres operated
2010-11
1,019
30
23.8
1,508.2
16.9
1,250.5
2011-12
1,030
30
24.8
1,575.8
17.0
1,250.5
2012-13
1,126
30
24.9
1,603.9
16.9
1,250.5
2013-14
1,175
30
26.1
1,663.3
16.9
1,250.5
2014-15
1,240
30
28.6
1,850.8
19.5
1,411.4
2015-16
1,135
30
29.4
1,953.7
19.6
1,250.5
2016-17¹
1,111
19
26.8
1,893.9
17.6
1,090.3
2017-18
1,117
19
27.9
2,010.2
17.9
1,091.1
Source: Network Rail, train operating companies and LENNON
Punctuality²
Complaints¹ ³
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial quarter
5 mins
10 mins
significantly
late
cancelled
2010-11 Quarter 1
88.9%
93.1%
0.4%
2.9%
17,304
2010-11 Quarter 2
86.7%
91.5%
0.5%
3.9%
17,574
2010-11 Quarter 3
72.0%
81.4%
2.1%
6.7%
17,145
2010-11 Quarter 4
85.8%
91.6%
0.6%
3.2%
17,039
2011-12 Quarter 1
87.8%
92.9%
0.4%
2.4%
17,213
2011-12 Quarter 2
86.6%
92.1%
0.6%
2.8%
17,430
2011-12 Quarter 3
82.6%
90.5%
0.7%
2.8%
17,218
  
Complaints answered within
Financial quarter
Complaints rate
handling target
10 working days
20 working days
2010-11 Quarter 1
49.4
:
:
100.0 %
2010-11 Quarter 2
55.4
:
:
100.0 %
2010-11 Quarter 3
83.0
:
:
99.9 %
2010-11 Quarter 4
83.0
:
:
100.0 %
2011-12 Quarter 1
60.0
:
:
98.4 %
2011-12 Quarter 2
68.0
:
:
100.0 %
2011-12 Quarter 3
80.5
:
:
100.0 %

2011-12 Quarter 4
88.1%
93.2%
0.6%
2.7%
17,235
2012-13 Quarter 1
87.6%
92.7%
0.5%
2.5%
17,368
2012-13 Quarter 2
86.7%
92.0%
0.5%
3.1%
17,663
2012-13 Quarter 3
78.0%
87.7%
0.9%
4.0%
17,415
2012-13 Quarter 4
80.5%
88.4%
0.8%
4.5%
18,295
2013-14 Quarter 1
87.7%
93.5%
0.3%
2.7%
19,992
2013-14 Quarter 2
80.5%
87.4%
0.7%
6.5%
17,955
2013-14 Quarter 3
75.3%
85.6%
1.1%
5.4%
17,111
2013-14 Quarter 4
82.8%
90.8%
0.7%
3.3%
17,230
2014-15 Quarter 1
80.2%
89.0%
1.0%
3.2%
19,272
2014-15 Quarter 2
74.7%
86.0%
1.1%
4.6%
21,451
2014-15 Quarter 3
67.3%
82.1%
1.4%
5.1%
20,769
2014-15 Quarter 4
80.1%
90.1%
0.9%
2.9%
20,818
2015-16 Quarter 1
82.0%
89.9%
0.8%
3.8%
21,109
2015-16 Quarter 2
80.0%
89.2%
0.8%
4.1%
21,582
2015-16 Quarter 3
63.2%
76.9%
1.8%
9.3%
20,871
2015-16 Quarter 4
77.8%
87.8%
0.8%
5.4%
20,823
2016-17 Quarter 1
81.2%
90.0%
0.6%
4.4%
21,555
2016-17 Quarter 2
81.3%
90.5%
0.7%
3.4%
21,408
2016-17 Quarter 3
72.2%
85.1%
1.3%
4.4%
21,228
2016-17 Quarter 4
81.1%
89.6%
0.8%
4.3%
20,865
2017-18 Quarter 1
81.8%
90.4%
0.6%
3.6%
21,190
2017-18 Quarter 2
81.0%
89.9%
0.5%
4.2%
21,680
2017-18 Quarter 3
66.5%
81.2%
1.2%
5.7%
21,298
2017-18 Quarter 4
72.2%
83.8%
1.3%
6.7%
21,187
2011-12 Quarter 4
70.6
:
:
92.9 %
2012-13 Quarter 1
40.3
:
:
100.0 %
2012-13 Quarter 2
58.1
:
:
100.0 %
2012-13 Quarter 3
68.5
:
:
100.0 %
2012-13 Quarter 4
69.3
:
:
100.0 %
2013-14 Quarter 1
45.0
:
:
99.6 %
2013-14 Quarter 2
58.8
:
:
99.8 %
2013-14 Quarter 3
58.7
:
:
99.1 %
2013-14 Quarter 4
46.5
:
:
99.8 %
2014-15 Quarter 1
39.7
:
:
99.9 %
2014-15 Quarter 2
46.2
:
:
94.0 %
2014-15 Quarter 3
46.0
:
:
99.4 %
2014-15 Quarter 4
40.2
:
:
100.0 %
2015-16 Quarter 1
35.3
98.0 %
99.9 %
100.0 %
2015-16 Quarter 2
37.4
95.3 %
99.8 %
100.0 %
2015-16 Quarter 3
47.1
70.7 %
89.7 %
100.0 %
2015-16 Quarter 4
50.7
84.5 %
94.7 %
100.0 %
2016-17 Quarter 1
38.7
82.6 %
97.9 %
99.6 %
2016-17 Quarter 2
22.8
47.4 %
81.1 %
91.0 %
2016-17 Quarter 3
27.8
43.3 %
47.7 %
55.6 %
2016-17 Quarter 4
61.4
45.0 %
63.6 %
76.1 %
2017-18 Quarter 1
41.3
91.4 %
97.9 %
99.9 %
2017-18 Quarter 2
36.9
89.9 %
99.9 %
100.0 %
2017-18 Quarter 3
42.6
37.7 %
85.1 %
100.0 %
2017-18 Quarter 4
57.9
41.4 %
63.8 %
99.8 %
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial year
5 mins
10 mins
significantly
late
cancelled
2010-11
83.4%
89.4%
0.9%
4.2%
69,062
2011-12
86.3%
92.2%
0.6%
2.7%
69,096
  
Complaints answered within
Financial year
Complaints rate
handling target
10 working days
20 working days
2010-11
68.0
:
:
100.0%
2011-12
69.8
:
:
99.9%

2012-13
83.2%
90.2%
0.7%
3.6%
70,741
2013-14
81.8%
89.5%
0.7%
4.4%
72,288
2014-15
75.5%
86.8%
1.1%
4.0%
82,310
2015-16
75.8%
86.0%
1.0%
5.6%
84,385
2016-17
79.0%
88.8%
0.9%
4.1%
85,056
2017-18
75.4%
86.3%
0.9%
5.0%
85,354
2012-13
59.0
:
:
100.0%
2013-14
52.3
:
:
99.5%
2014-15
43.1
:
:
98.2%
2015-16
42.7
85.6%
95.4%
100.0%
2016-17
37.9
54.3%
71.6%
80.1%
2017-18
44.7
61.3%
84.1%
99.9%
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:
¹ On 1 April 2016 a number of services and stations transferred from Transpennine Express to Northern, therefore the 2016-17 data for these operators are not fully comparable with data from previous years.

² The historical data for this measure has been remapped to reflect the franchises as they exist today. The 2016-17 Q4 data are, therefore, fully comparable with data from previous quarters.

³ TransPennine Express have changed their complaint volumes methodology from 2016-17 Q1. Previously if one complaint correspondence contained several complaints, they would count all complaint types. From Q1 they would only count this as one complaint. This follows ORR guidance and is consistent with other TOCs. The impact of this is their complaints volumes has declined since last year, and any comparisons should be treated with caution.
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/