Caledonian Sleeper key statistics - Table 2.23
Annual data (financial year): 2011-12 to 2017-18
Quarterly data (financial year): 2011-12 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
2011-12
:
:
:
:
:
:
2012-13
:
:
:
:
:
:
2013-14
:
:
:
:
:
:
2014-15
:
:
:
:
:
:
2015-16¹
:
:
0.3
185.6
1.4
:
2016-17
142
0
0.3
216.1
1.4
1,471.6
2017-18
168
0
0.3
194.6
1.4
1,470.9
Source: Network Rail, train operating companies and LENNON
Punctuality²
Complaints¹
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial quarter
5 mins
10 mins
significantly
late
cancelled
2011-12 Quarter 1
88.1%
90.5%
4.3%
3.4%
535
2011-12 Quarter 2
91.5%
93.7%
2.8%
1.4%
550
2011-12 Quarter 3
80.7%
84.4%
6.0%
4.2%
527
2011-12 Quarter 4
84.6%
89.9%
3.6%
3.4%
537
2012-13 Quarter 1
93.5%
94.5%
1.9%
2.2%
538
2012-13 Quarter 2
89.6%
91.8%
3.0%
3.1%
541
2012-13 Quarter 3
85.9%
89.9%
4.3%
3.0%
518
2012-13 Quarter 4
83.3%
86.2%
5.4%
5.5%
527
  
Complaints answered within
Financial quarter
Complaints rate
handling target
10 working days
20 working days
2011-12 Quarter 1
:
:
:
:
2011-12 Quarter 2
:
:
:
:
2011-12 Quarter 3
:
:
:
:
2011-12 Quarter 4
:
:
:
:
2012-13 Quarter 1
:
:
:
:
2012-13 Quarter 2
:
:
:
:
2012-13 Quarter 3
:
:
:
:
2012-13 Quarter 4
:
:
:
:

2013-14 Quarter 1
88.2%
90.7%
3.4%
2.3%
534
2013-14 Quarter 2
89.4%
92.3%
4.2%
1.8%
545
2013-14 Quarter 3
81.5%
86.5%
5.3%
4.7%
518
2013-14 Quarter 4
87.8%
90.2%
2.3%
4.1%
528
2014-15 Quarter 1
92.0%
94.6%
2.3%
1.9%
538
2014-15 Quarter 2
85.5%
88.0%
4.1%
4.4%
544
2014-15 Quarter 3
86.1%
89.7%
4.4%
1.5%
513
2014-15 Quarter 4
83.8%
87.2%
6.9%
2.5%
524
2015-16 Quarter 1
86.1%
88.3%
6.1%
2.0%
533
2015-16 Quarter 2
86.8%
90.0%
4.1%
3.5%
547
2015-16 Quarter 3
73.8%
80.3%
6.3%
8.7%
510
2015-16 Quarter 4
82.3%
85.2%
7.1%
3.9%
488
2016-17 Quarter 1
88.0%
91.8%
4.1%
2.5%
530
2016-17 Quarter 2
86.3%
87.0%
6.0%
4.3%
545
2016-17 Quarter 3
83.1%
86.1%
6.8%
2.7%
538
2016-17 Quarter 4
89.5%
92.0%
3.8%
1.2%
548
2017-18 Quarter 1
85.3%
87.4%
6.8%
3.8%
526
2017-18 Quarter 2
89.6%
91.7%
3.1%
3.0%
550
2017-18 Quarter 3
73.7%
78.1%
7.7%
8.2%
521
2017-18 Quarter 4
80.9%
85.2%
4.5%
5.8%
534
2013-14 Quarter 1
:
:
:
:
2013-14 Quarter 2
:
:
:
:
2013-14 Quarter 3
:
:
:
:
2013-14 Quarter 4
:
:
:
:
2014-15 Quarter 1
:
:
:
:
2014-15 Quarter 2
:
:
:
:
2014-15 Quarter 3
:
:
:
:
2014-15 Quarter 4
:
:
:
:
2015-16 Quarter 1
:
:
:
:
2015-16 Quarter 2
:
:
:
:
2015-16 Quarter 3
:
:
:
:
2015-16 Quarter 4
:
:
:
:
2016-17 Quarter 1
:
:
:
:
2016-17 Quarter 2
:
:
:
:
2016-17 Quarter 3
228.8
80.3 %
95.4 %
99.6 %
2016-17 Quarter 4
72.5
99.9 %
100.0 %
100.0 %
2017-18 Quarter 1
195.5
90.6 %
97.4 %
100.0 %
2017-18 Quarter 2
154.5
95.0 %
99.3 %
100.0 %
2017-18 Quarter 3
123.1
93.3 %
94.4 %
100.0 %
2017-18 Quarter 4
60.7
100.0 %
100.0 %
100.0 %
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial year
5 mins
10 mins
significantly
late
cancelled
2011-12
86.3%
89.7%
4.1%
3.1%
2,149
2012-13
88.1%
90.6%
3.6%
3.4%
2,124
2013-14
86.8%
90.0%
3.8%
3.2%
2,125
2014-15
86.9%
89.9%
4.4%
2.6%
2,119
2015-16
82.4%
86.0%
5.9%
4.5%
2,077
2016-17
86.7%
89.2%
5.2%
2.7%
2,161
2017-18
82.5%
85.7%
5.5%
5.2%
2,130
  
Complaints answered within
Financial year
Complaints rate
handling target
10 working days
20 working days
2011-12
:
:
:
:
2012-13
:
:
:
:
2013-14
:
:
:
:
2014-15
:
:
:
:
2015-16
:
:
:
:
2016-17
:
85.7%
96.7%
99.7%
2017-18
136.9
93.5%
97.7%
100.0%
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:
¹ At the beginning of 2015-16, the ScotRail franchise transferred from FirstGroup to Abellio. At the same time the sleeper services which had been operated as part of ScotRail transferred to a separate franchise known as Caledonian Sleeper. Therefore the 2015-16 data for these operators are not fully comparable with data from previous years.

² The historical data for this measure has not been updated to reflect the changes to the franchise so the 2016-17 Q4 statistics for this franchise are not wholly comparable with data from previous quarters.
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/