TfL Rail key statistics - Table 2.22
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
:
:
:
:
:
:
2011-12
:
:
:
:
:
:
2012-13
:
:
:
:
:
:
2013-14
:
:
:
:
:
:
2014-15
:
:
:
:
:
:
2015-16¹
659
12
37.5
504.8
2.3
32.4
2016-17
754
12
44.6
569.3
2.7
32.4
2017-18²
1,084
24
42.4
533.6
2.8
58.7
Source: Network Rail, train operating companies and LENNON
Punctuality³
Complaints¹ ⁴ ⁵
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial quarter
5 mins
10 mins
significantly
late
cancelled
2010-11 Quarter 1
94.4%
97.2%
0.2%
1.4%
19,612
2010-11 Quarter 2
93.7%
96.6%
0.2%
2.0%
20,773
2010-11 Quarter 3
87.9%
92.8%
0.5%
3.8%
19,765
2010-11 Quarter 4
91.1%
95.5%
0.1%
2.4%
20,150
2011-12 Quarter 1
92.3%
96.1%
0.2%
2.1%
19,208
2011-12 Quarter 2
93.8%
96.0%
0.2%
2.6%
21,040
2011-12 Quarter 3
91.9%
95.5%
0.2%
2.9%
19,699
  
Complaints answered within
Financial quarter
Complaints rate
handling target²
10 working days
20 working days
2010-11 Quarter 1
:
:
:
:
2010-11 Quarter 2
:
:
:
:
2010-11 Quarter 3
:
:
:
:
2010-11 Quarter 4
:
:
:
:
2011-12 Quarter 1
:
:
:
:
2011-12 Quarter 2
:
:
:
:
2011-12 Quarter 3
:
:
:
:

2011-12 Quarter 4
93.7%
96.3%
0.1%
2.6%
20,580
2012-13 Quarter 1
94.6%
96.9%
0.1%
1.9%
19,472
2012-13 Quarter 2
95.9%
98.0%
0.0%
1.3%
22,554
2012-13 Quarter 3
93.0%
96.4%
0.2%
2.5%
20,659
2012-13 Quarter 4
92.4%
95.5%
0.1%
3.1%
20,224
2013-14 Quarter 1
96.9%
98.3%
0.0%
1.4%
20,787
2013-14 Quarter 2
94.4%
96.8%
0.1%
2.2%
21,289
2013-14 Quarter 3
90.5%
94.9%
0.2%
3.2%
20,282
2013-14 Quarter 4
91.4%
95.1%
0.0%
3.6%
20,724
2014-15 Quarter 1
92.7%
96.0%
0.0%
2.8%
20,676
2014-15 Quarter 2
90.4%
94.4%
0.1%
4.1%
21,233
2014-15 Quarter 3
91.2%
95.8%
0.1%
2.3%
20,515
2014-15 Quarter 4
92.4%
96.1%
0.0%
2.4%
20,715
2015-16 Quarter 1
91.2%
94.7%
0.1%
3.6%
20,449
2015-16 Quarter 2
96.0%
97.9%
0.0%
1.7%
21,863
2015-16 Quarter 3
95.2%
97.5%
0.0%
1.9%
21,498
2015-16 Quarter 4
93.2%
95.6%
0.0%
3.3%
18,666
2016-17 Quarter 1
93.8%
95.3%
0.0%
3.9%
21,182
2016-17 Quarter 2
94.9%
97.3%
0.0%
2.1%
21,586
2016-17 Quarter 3
94.3%
96.8%
0.0%
2.5%
20,766
2016-17 Quarter 4
96.1%
97.4%
0.2%
1.9%
18,596
2017-18 Quarter 1
94.2%
96.1%
0.1%
2.9%
19,993
2017-18 Quarter 2
95.0%
97.1%
0.1%
2.1%
22,967
2017-18 Quarter 3
91.7%
95.3%
0.1%
3.5%
20,835
2017-18 Quarter 4
92.5%
95.2%
0.0%
3.5%
19,506
2011-12 Quarter 4
:
:
:
:
2012-13 Quarter 1
:
:
:
:
2012-13 Quarter 2
:
:
:
:
2012-13 Quarter 3
:
:
:
:
2012-13 Quarter 4
:
:
:
:
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
2.9
:
66.2 %
:
2015-16 Quarter 2
2.3
74.1 %
88.9 %
98.7 %
2015-16 Quarter 3
2.5
78.6 %
92.9 %
98.5 %
2015-16 Quarter 4
4.5
67.5 %
89.6 %
98.5 %
2016-17 Quarter 1
2.8
72.9 %
85.2 %
96.5 %
2016-17 Quarter 2
2.2
67.7 %
89.6 %
96.4 %
2016-17 Quarter 3
3.6
65.3 %
93.0 %
99.2 %
2016-17 Quarter 4
2.9
74.7 %
93.4 %
98.3 %
2017-18 Quarter 1
1.7
:
78.7 %
96.7 %
2017-18 Quarter 2
1.6
:
84.7 %
94.3 %
2017-18 Quarter 3
3.1
:
83.9 %
94.9 %
2017-18 Quarter 4
3.9
:
89.8 %
97.1 %
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial year
5 mins
10 mins
significantly
late
cancelled
2010-11
91.8%
95.5%
0.2%
2.4%
80,300
2011-12
93.0%
96.0%
0.2%
2.5%
80,527
  
Complaints answered within
Financial year
Complaints rate
handling target
10 working days
20 working days
2010-11
:
:
:
:
2011-12
:
:
:
:

2012-13
94.0%
96.8%
0.1%
2.2%
82,909
2013-14
93.3%
96.3%
0.1%
2.6%
83,082
2014-15
91.7%
95.6%
0.1%
2.9%
83,139
2015-16
94.0%
96.5%
0.0%
2.6%
82,476
2016-17
94.7%
96.7%
0.1%
2.6%
82,130
2017-18
93.4%
96.0%
0.1%
3.0%
83,300
2012-13
:
:
:
:
2013-14
:
:
:
:
2014-15
:
:
:
:
2015-16
3.1
71.0%
88.3%
97.7%
2016-17
2.9
70.0%
90.6%
97.8%
2017-18
2.6
:
85.5%
95.9%
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 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.
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/