¹ On 31 May 2015 a number of services transferred from Greater Anglia to create a new franchise known as TfL Rail (this is the precursor to Crossrail). At the same time, a number of Greater Anglia services were transferred to London Overground. Therefore the 2015-16 data for these operators are not fully comparable with data from previous years.
² On 10 December 2017 a number of services and stations transferred from Great Western Railway to TfL Rail, therefore the 2017-18 data for these operators are not fully comparable with data from previous years.
³ 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.
⁴ TfL Rail have a complaints handling target of one and ten days. TfL assess each case when it is received and decide which target the case falls under based on detail of the case.
⁵ From 2017-18 Q1, London Overground and TfL Rail have not provided data on response within their internal complaints handling targets.
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.