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
95.0%
97.5%
0.1%
1.5%
42,188
2010-11 Quarter 2
95.2%
97.4%
0.1%
1.7%
46,955
2010-11 Quarter 3
91.9%
95.5%
0.2%
2.5%
42,998
2010-11 Quarter 4
92.6%
96.5%
0.1%
1.9%
32,918
2011-12 Quarter 1
93.3%
96.6%
0.2%
1.8%
32,044
2011-12 Quarter 2
93.6%
96.2%
0.2%
2.4%
34,634
2011-12 Quarter 3
93.1%
96.6%
0.2%
2.1%
32,493
  
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
94.3%
96.9%
0.1%
2.2%
33,079
2012-13 Quarter 1
94.8%
97.1%
0.1%
1.8%
32,362
2012-13 Quarter 2
94.5%
97.4%
0.0%
1.6%
36,036
2012-13 Quarter 3
91.6%
95.5%
0.1%
3.1%
33,196
2012-13 Quarter 4
92.3%
95.7%
0.1%
2.9%
32,621
2013-14 Quarter 1
95.6%
97.8%
0.0%
1.5%
33,566
2013-14 Quarter 2
94.1%
96.9%
0.1%
2.0%
34,317
2013-14 Quarter 3
90.6%
95.1%
0.1%
3.1%
32,442
2013-14 Quarter 4
91.8%
95.9%
0.0%
2.9%
32,855
2014-15 Quarter 1
92.2%
95.9%
0.1%
2.8%
32,451
2014-15 Quarter 2
90.7%
94.9%
0.1%
3.7%
34,071
2014-15 Quarter 3
88.7%
94.3%
0.1%
3.7%
32,225
2014-15 Quarter 4
91.2%
95.5%
0.0%
3.0%
32,724
2015-16 Quarter 1
90.0%
94.4%
0.1%
3.9%
33,190
2015-16 Quarter 2
92.4%
96.0%
0.1%
2.9%
34,520
2015-16 Quarter 3
91.8%
96.1%
0.0%
2.5%
33,599
2015-16 Quarter 4
91.5%
94.9%
0.1%
3.9%
29,106
2016-17 Quarter 1
91.8%
94.7%
0.1%
4.2%
33,169
2016-17 Quarter 2
92.7%
96.4%
0.0%
2.3%
34,593
2016-17 Quarter 3
90.5%
95.2%
0.1%
2.9%
32,209
2016-17 Quarter 4
92.3%
96.0%
0.1%
2.5%
30,927
2017-18 Quarter 1
91.2%
95.2%
0.1%
3.0%
33,066
2017-18 Quarter 2
91.1%
95.0%
0.1%
3.6%
36,094
2017-18 Quarter 3
87.7%
93.0%
0.1%
5.2%
32,162
2017-18 Quarter 4
89.1%
93.2%
0.1%
5.3%
31,173
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
93.8%
96.7%
0.1%
1.9%
165,059
2011-12
93.6%
96.5%
0.1%
2.1%
132,249
  
Complaints answered within
Financial year
Complaints rate
handling target
10 working days
20 working days
2010-11
:
:
:
:
2011-12
:
:
:
:

2012-13
93.3%
96.5%
0.1%
2.3%
134,215
2013-14
93.1%
96.5%
0.1%
2.4%
133,180
2014-15
90.7%
95.1%
0.1%
3.3%
131,471
2015-16
91.4%
95.4%
0.1%
3.3%
130,414
2016-17
91.8%
95.6%
0.1%
3.0%
130,898
2017-18
89.8%
94.1%
0.1%
4.2%
132,495
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/