Virgin Trains West Coast key statistics - Table 2.20
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
2,913
17
28.9
5,698.8
36.1
1,190.9
2011-12
3,104
17
30.2
5,923.0
36.4
1,190.9
2012-13
2,914
17
30.4
5,958.4
36.0
1,190.9
2013-14
2,999
17
31.9
6,215.4
36.0
1,190.9
2014-15
3,114
17
34.5
6,887.9
35.5
1,264.9
2015-16
3,391
17
35.7
7,059.8
35.2
1,264.9
2016-17
3,510
17
37.7
7,471.4
36.0
1,264.9
2017-18
3,581
17
38.3
7,582.3
35.3
1,264.9
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
82.5%
89.5%
1.6%
1.7%
27,961
2010-11 Quarter 2
84.6%
91.3%
1.3%
1.3%
28,272
2010-11 Quarter 3
67.3%
77.8%
5.2%
4.3%
28,164
2010-11 Quarter 4
79.8%
87.7%
2.3%
2.0%
27,869
2011-12 Quarter 1
80.1%
87.7%
2.2%
1.8%
28,048
2011-12 Quarter 2
75.5%
85.8%
2.5%
1.8%
28,287
2011-12 Quarter 3
67.1%
82.2%
3.0%
2.7%
27,805
  
Complaints answered within
Financial quarter
Complaints rate
handling target
10 working days
20 working days
2010-11 Quarter 1
282.1
:
:
77.4 %
2010-11 Quarter 2
231.2
:
:
90.9 %
2010-11 Quarter 3
324.0
:
:
76.5 %
2010-11 Quarter 4
230.0
:
:
52.5 %
2011-12 Quarter 1
240.4
:
:
93.2 %
2011-12 Quarter 2
266.8
:
:
77.7 %
2011-12 Quarter 3
254.8
:
:
25.6 %

2011-12 Quarter 4
78.7%
87.8%
1.7%
2.3%
27,836
2012-13 Quarter 1
75.7%
86.3%
2.0%
1.5%
27,502
2012-13 Quarter 2
77.6%
87.8%
2.1%
2.2%
28,421
2012-13 Quarter 3
66.3%
80.9%
3.3%
2.2%
27,201
2012-13 Quarter 4
65.3%
79.2%
4.1%
3.0%
27,242
2013-14 Quarter 1
73.4%
85.4%
2.4%
1.6%
27,944
2013-14 Quarter 2
77.4%
87.6%
1.9%
2.1%
28,231
2013-14 Quarter 3
70.6%
83.4%
3.1%
3.4%
26,947
2013-14 Quarter 4
76.6%
86.7%
2.4%
2.7%
25,600
2014-15 Quarter 1
75.4%
86.4%
2.3%
1.4%
25,185
2014-15 Quarter 2
74.3%
85.4%
2.6%
2.0%
25,719
2014-15 Quarter 3
69.8%
82.3%
3.2%
2.9%
25,366
2014-15 Quarter 4
74.9%
84.8%
2.7%
2.7%
25,453
2015-16 Quarter 1
78.8%
87.8%
2.3%
2.0%
25,060
2015-16 Quarter 2
79.2%
88.5%
1.9%
1.9%
26,046
2015-16 Quarter 3
69.2%
81.8%
3.2%
3.0%
25,634
2015-16 Quarter 4
74.8%
86.1%
2.2%
2.2%
26,294
2016-17 Quarter 1
81.9%
89.7%
1.6%
1.7%
25,862
2016-17 Quarter 2
81.9%
89.7%
1.7%
1.8%
26,107
2016-17 Quarter 3
76.7%
87.0%
2.6%
1.9%
25,604
2016-17 Quarter 4
82.2%
89.9%
1.9%
2.3%
25,271
2017-18 Quarter 1
80.8%
89.0%
1.6%
2.4%
25,312
2017-18 Quarter 2
77.4%
87.6%
1.8%
3.2%
25,834
2017-18 Quarter 3
63.9%
78.3%
4.7%
4.2%
25,501
2017-18 Quarter 4
69.0%
81.7%
3.0%
4.6%
25,331
2011-12 Quarter 4
268.9
:
:
34.1 %
2012-13 Quarter 1
218.3
:
:
36.6 %
2012-13 Quarter 2
237.6
:
:
67.6 %
2012-13 Quarter 3
227.0
:
:
68.8 %
2012-13 Quarter 4
214.4
:
:
48.8 %
2013-14 Quarter 1
183.7
:
:
33.2 %
2013-14 Quarter 2
172.8
:
:
41.8 %
2013-14 Quarter 3
166.6
:
:
27.9 %
2013-14 Quarter 4
233.6
:
:
29.2 %
2014-15 Quarter 1
211.2
:
:
62.6 %
2014-15 Quarter 2
214.6
:
:
92.9 %
2014-15 Quarter 3
252.5
:
:
87.4 %
2014-15 Quarter 4
231.8
:
:
95.4 %
2015-16 Quarter 1
196.5
97.5 %
89.2 %
97.5 %
2015-16 Quarter 2
198.2
89.9 %
62.6 %
89.9 %
2015-16 Quarter 3
162.8
86.7 %
63.1 %
86.7 %
2015-16 Quarter 4
170.9
77.9 %
50.7 %
77.9 %
2016-17 Quarter 1
172.9
52.6 %
33.7 %
52.6 %
2016-17 Quarter 2
144.1
87.6 %
71.0 %
87.6 %
2016-17 Quarter 3
135.5
77.8 %
47.8 %
77.8 %
2016-17 Quarter 4
165.9
62.2 %
46.9 %
62.2 %
2017-18 Quarter 1
157.6
74.2 %
47.1 %
74.2 %
2017-18 Quarter 2
154.2
76.0 %
44.2 %
76.0 %
2017-18 Quarter 3
155.7
87.0 %
33.3 %
87.0 %
2017-18 Quarter 4
177.2
93.4 %
42.3 %
93.4 %
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial year
5 mins
10 mins
significantly
late
cancelled
2010-11
78.5%
86.6%
2.6%
2.3%
112,266
2011-12
75.3%
85.9%
2.4%
2.1%
111,975
  
Complaints answered within
Financial year
Complaints rate
handling target
10 working days
20 working days
2010-11
266.0
:
:
74.4%
2011-12
257.8
:
:
57.3%

2012-13
71.3%
83.6%
2.9%
2.2%
110,366
2013-14
74.5%
85.8%
2.5%
2.4%
108,722
2014-15
73.6%
84.7%
2.7%
2.3%
101,722
2015-16
75.5%
86.0%
2.4%
2.3%
103,034
2016-17
80.7%
89.1%
2.0%
1.9%
102,844
2017-18
72.8%
84.2%
2.8%
3.6%
101,978
2012-13
224.4
:
:
56.1%
2013-14
189.1
:
:
32.7%
2014-15
227.9
:
:
85.1%
2015-16
181.8
88.4%
66.9%
88.4%
2016-17
154.3
69.1%
49.2%
69.1%
2017-18
161.2
83.1%
41.6%
83.1%
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/