Virgin Trains East Coast key statistics - Table 2.6
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
2,807
12
18.5
4,771.5
19.8
1,429.1
2011-12
2,876
12
18.9
4,893.3
21.6
1,480.6
2012-13
2,988
12
19.0
4,934.3
21.7
1,480.6
2013-14
3,031
12
19.9
5,107.8
21.7
1,480.6
2014-15
3,065
12
20.7
5,297.7
21.9
1,480.6
2015-16
3,194
11
21.1
5,385.7
22.1
1,480.6
2016-17
3,294
11
21.7
5,509.7
22.4
1,480.6
2017-18
3,456
11
21.8
5,640.5
22.9
1,480.8
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
80.3%
87.5%
2.7%
1.7%
21,816
2010-11 Quarter 2
78.0%
85.9%
3.2%
2.5%
22,470
2010-11 Quarter 3
68.2%
77.9%
5.4%
4.4%
21,059
2010-11 Quarter 4
72.6%
81.7%
4.3%
3.9%
21,810
2011-12 Quarter 1
79.1%
86.8%
2.5%
3.2%
23,192
2011-12 Quarter 2
78.4%
86.0%
3.0%
3.1%
25,430
2011-12 Quarter 3
77.0%
85.7%
2.9%
2.7%
24,801
  
Complaints answered within
Financial quarter
Complaints rate
handling target
10 working days
20 working days
2010-11 Quarter 1
109.7
:
:
100.0 %
2010-11 Quarter 2
165.8
:
:
100.0 %
2010-11 Quarter 3
186.0
:
:
99.9 %
2010-11 Quarter 4
275.0
:
:
92.1 %
2011-12 Quarter 1
216.0
:
:
93.5 %
2011-12 Quarter 2
278.4
:
:
98.5 %
2011-12 Quarter 3
245.0
:
:
84.6 %

2011-12 Quarter 4
81.3%
88.1%
2.5%
2.4%
24,920
2012-13 Quarter 1
80.6%
87.3%
2.7%
2.9%
24,729
2012-13 Quarter 2
83.0%
89.4%
2.1%
2.4%
25,738
2012-13 Quarter 3
72.0%
81.5%
3.8%
4.4%
24,724
2012-13 Quarter 4
64.7%
77.1%
4.4%
4.3%
24,798
2013-14 Quarter 1
78.8%
87.2%
2.6%
1.6%
25,137
2013-14 Quarter 2
75.9%
85.4%
3.0%
2.4%
25,352
2013-14 Quarter 3
66.1%
79.2%
4.0%
3.6%
24,389
2013-14 Quarter 4
73.8%
84.7%
3.1%
3.1%
24,789
2014-15 Quarter 1
83.5%
91.8%
1.4%
1.2%
25,058
2014-15 Quarter 2
79.2%
88.7%
2.0%
1.9%
25,570
2014-15 Quarter 3
70.1%
82.6%
3.2%
2.6%
24,604
2014-15 Quarter 4
82.9%
91.3%
1.5%
1.1%
25,181
2015-16 Quarter 1
80.2%
89.4%
2.2%
1.2%
25,189
2015-16 Quarter 2
78.6%
86.8%
2.6%
3.0%
25,653
2015-16 Quarter 3
67.7%
80.3%
4.1%
3.1%
25,144
2015-16 Quarter 4
72.6%
84.3%
3.2%
2.5%
25,372
2016-17 Quarter 1
75.8%
85.2%
3.8%
2.7%
25,384
2016-17 Quarter 2
70.7%
81.6%
4.0%
4.4%
25,826
2016-17 Quarter 3
65.7%
79.6%
3.7%
3.0%
25,390
2016-17 Quarter 4
76.1%
86.1%
3.1%
2.7%
25,602
2017-18 Quarter 1
77.7%
87.4%
2.2%
2.7%
26,047
2017-18 Quarter 2
74.5%
86.5%
2.6%
2.1%
26,819
2017-18 Quarter 3
62.7%
78.3%
4.7%
3.1%
25,927
2017-18 Quarter 4
58.0%
73.8%
5.2%
4.8%
26,073
2011-12 Quarter 4
274.5
:
:
89.1 %
2012-13 Quarter 1
271.4
:
:
99.5 %
2012-13 Quarter 2
261.3
:
:
97.1 %
2012-13 Quarter 3
150.3
:
:
96.7 %
2012-13 Quarter 4
162.6
:
:
97.2 %
2013-14 Quarter 1
136.3
:
:
93.4 %
2013-14 Quarter 2
141.2
:
:
95.9 %
2013-14 Quarter 3
166.0
:
:
89.4 %
2013-14 Quarter 4
165.3
:
:
98.7 %
2014-15 Quarter 1
126.2
:
:
99.2 %
2014-15 Quarter 2
131.6
:
:
98.7 %
2014-15 Quarter 3
142.2
:
:
94.8 %
2014-15 Quarter 4
166.7
:
:
89.8 %
2015-16 Quarter 1
142.3
89.4 %
89.4 %
98.4 %
2015-16 Quarter 2
147.0
67.7 %
67.7 %
97.1 %
2015-16 Quarter 3
169.2
35.0 %
35.0 %
89.8 %
2015-16 Quarter 4
184.5
67.5 %
67.5 %
92.0 %
2016-17 Quarter 1
164.7
75.5 %
75.5 %
96.1 %
2016-17 Quarter 2
66.4
48.5 %
48.5 %
79.0 %
2016-17 Quarter 3
101.2
31.0 %
31.0 %
64.2 %
2016-17 Quarter 4
103.1
54.3 %
54.3 %
82.9 %
2017-18 Quarter 1
95.7
82.8 %
82.8 %
93.1 %
2017-18 Quarter 2
142.2
59.0 %
59.0 %
94.4 %
2017-18 Quarter 3
134.7
72.8 %
72.8 %
95.5 %
2017-18 Quarter 4
96.1
79.3 %
79.3 %
97.0 %
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial year
5 mins
10 mins
significantly
late
cancelled
2010-11
74.8%
83.3%
3.9%
3.1%
87,154
2011-12
79.0%
86.6%
2.7%
2.8%
98,342
  
Complaints answered within
Financial year
Complaints rate
handling target
10 working days
20 working days
2010-11
185.0
:
:
96.9%
2011-12
253.7
:
:
93.9%

2012-13
75.2%
83.9%
3.2%
3.5%
99,988
2013-14
73.7%
84.2%
3.2%
2.7%
99,666
2014-15
79.0%
88.6%
2.0%
1.7%
100,414
2015-16
74.8%
85.2%
3.0%
2.5%
101,358
2016-17
72.1%
83.1%
3.6%
3.2%
102,202
2017-18
68.3%
81.5%
3.7%
3.2%
104,866
2012-13
211.7
:
:
97.8%
2013-14
152.2
:
:
94.4%
2014-15
141.7
:
:
95.3%
2015-16
160.8
63.9%
63.9%
94.0%
2016-17
108.8
56.0%
56.0%
83.0%
2017-18
117.4
71.9%
71.9%
95.0%
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:
 
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/