Govia Thameslink Railway key statistics - Table 2.8
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
6,365
235
261.7
7,356.0
59.5
1,167.2
2011-12
6,478
236
273.9
7,851.5
60.8
1,167.2
2012-13
6,438
234
277.7
8,023.5
60.4
1,167.2
2013-14
6,586
231
299.7
8,396.7
60.0
1,160.3
2014-15
6,812
237
312.4
8,691.0
60.8
1,213.4
2015-16¹
6,931
234
327.0
8,932.6
61.9
1,234.4
2016-17
7,129
236
320.7
8,720.1
57.4
1,234.4
2017-18
7,143
236
318.8
8,749.6
61.0
1,234.4
Source: Network Rail, train operating companies and LENNON
Punctuality²
Complaints³ ⁴
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial quarter
5 mins
10 mins
significantly
late
cancelled
2010-11 Quarter 1
93.1%
96.4%
0.2%
1.8%
563,591
2010-11 Quarter 2
92.3%
96.0%
0.2%
2.2%
568,498
2010-11 Quarter 3
82.5%
89.8%
0.5%
5.5%
543,896
2010-11 Quarter 4
90.0%
94.9%
0.3%
2.5%
563,117
2011-12 Quarter 1
92.6%
96.2%
0.2%
2.0%
573,624
2011-12 Quarter 2
90.6%
94.6%
0.3%
3.1%
583,614
2011-12 Quarter 3
87.9%
93.9%
0.3%
3.0%
572,540
  
Complaints answered within
Financial quarter
Complaints rate
handling target² ³
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
88.9%
94.1%
0.4%
2.8%
569,647
2012-13 Quarter 1
90.7%
95.1%
0.3%
2.6%
573,193
2012-13 Quarter 2
91.7%
96.0%
0.2%
2.1%
589,946
2012-13 Quarter 3
84.5%
92.4%
0.3%
3.5%
564,067
2012-13 Quarter 4
85.3%
91.6%
0.6%
4.2%
548,913
2013-14 Quarter 1
91.3%
95.5%
0.2%
2.4%
569,842
2013-14 Quarter 2
89.8%
94.7%
0.2%
2.9%
574,268
2013-14 Quarter 3
80.6%
89.3%
0.6%
5.7%
557,109
2013-14 Quarter 4
81.6%
90.1%
0.5%
5.1%
556,955
2014-15 Quarter 1
88.0%
93.9%
0.3%
3.3%
572,436
2014-15 Quarter 2
87.5%
93.8%
0.2%
3.5%
575,335
2014-15 Quarter 3
79.3%
89.6%
0.3%
5.1%
554,966
2014-15 Quarter 4
80.3%
89.4%
0.4%
5.4%
576,142
2015-16 Quarter 1
86.0%
92.6%
0.3%
4.2%
593,756
2015-16 Quarter 2
84.0%
91.8%
0.3%
4.6%
602,626
2015-16 Quarter 3
75.9%
87.5%
0.4%
6.0%
583,355
2015-16 Quarter 4
80.1%
89.8%
0.4%
5.0%
575,164
2016-17 Quarter 1
76.1%
85.3%
0.5%
8.8%
571,899
2016-17 Quarter 2
73.1%
83.6%
0.6%
9.2%
548,847
2016-17 Quarter 3
68.8%
80.9%
0.6%
10.4%
531,005
2016-17 Quarter 4
78.8%
88.2%
0.4%
6.3%
542,004
2017-18 Quarter 1
84.4%
91.6%
0.2%
5.0%
574,560
2017-18 Quarter 2
83.0%
90.8%
0.2%
5.9%
574,595
2017-18 Quarter 3
76.8%
87.2%
0.4%
7.1%
569,322
2017-18 Quarter 4
81.1%
89.8%
0.3%
5.8%
564,683
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
9.6
89.1 %
98.4 %
99.1 %
2015-16 Quarter 2
8.1
79.2 %
98.0 %
99.4 %
2015-16 Quarter 3
7.2
94.1 %
94.1 %
97.3 %
2015-16 Quarter 4
11.0
93.0 %
93.0 %
98.4 %
2016-17 Quarter 1
21.7
96.6 %
96.6 %
99.4 %
2016-17 Quarter 2
31.6
97.5 %
97.5 %
99.7 %
2016-17 Quarter 3
32.1
99.8 %
99.8 %
100.0 %
2016-17 Quarter 4
29.3
100.0 %
100.0 %
100.0 %
2017-18 Quarter 1
16.2
99.9 %
99.9 %
100.0 %
2017-18 Quarter 2
19.2
98.2 %
98.2 %
99.6 %
2017-18 Quarter 3
16.3
98.1 %
98.1 %
99.6 %
2017-18 Quarter 4
12.8
98.0 %
98.0 %
99.8 %
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial year
5 mins
10 mins
significantly
late
cancelled
2010-11
89.5%
94.3%
0.3%
3.0%
2,239,102
2011-12
90.0%
94.7%
0.3%
2.7%
2,299,424
  
Complaints answered within
Financial year
Complaints rate
handling target
10 working days
20 working days
2010-11
:
:
:
:
2011-12
:
:
:
:

2012-13
88.1%
93.8%
0.3%
3.1%
2,276,118
2013-14
85.9%
92.4%
0.4%
4.0%
2,258,174
2014-15
83.8%
91.7%
0.3%
4.3%
2,278,878
2015-16
81.5%
90.4%
0.3%
5.0%
2,354,900
2016-17
74.2%
84.5%
0.5%
8.7%
2,193,754
2017-18
81.3%
89.9%
0.3%
6.0%
2,283,160
2012-13
:
:
:
:
2013-14
:
:
:
:
2014-15
:
:
:
:
2015-16
9.0
89.2%
95.7%
98.6%
2016-17
28.6
98.6%
98.6%
99.8%
2017-18
16.1
98.6%
98.6%
99.8%
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 Govia Thameslink Railway was a new franchise established on 26th July 2015. It was formed by the merger of the previous franchises of Southern and GTR (previously First Capital Connect). A small number of services and stations were also transferred from the Southeastern franchise on 21 December 2014. Prior to 2015-16 data for Southern and GTR/FCC are presented separately due to different reporting practices. For 2015-16 Q1 onwards the new franchise is presented in its entirety (Southern, Thameslink, Great Northern and Gatwick Express).

² 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. Disaggregated PPM and CaSL data for the sub operators within GTR are, however, still published on the Data Portal.

³ Prior to 2015-16 data for Southern and GTR/FCC are presented separately due to different reporting practices. For 2015-16 Q1 onwards the new franchise is presented in its entirety (Southern, Thameslink, Great Northern and Gatwick Express). The disaggregated data is for Southern and GTR can be still be found on Tables 14.2 and 14.9.

⁴ For Q1 and Q2 2015-16 the complaints handling target combines both Southern and GTR data. Southern’s complaints handling target was 10 days and GTR’s was 5 days.
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/