Virgin Trains West Coast key statistics - Table 2.20
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
2,913
17
28.9
5,698.8
36.1
1,190.9
2011-12
3,104
17
30.2
5,923.0
36.4
1,190.9
2012-13
2,914
17
30.4
5,958.4
36.0
1,190.9
2013-14
2,999
17
31.9
6,215.4
36.0
1,190.9
2014-15
3,114
17
34.5
6,887.9
35.5
1,264.9
2015-16
3,391
17
35.7
7,059.8
35.2
1,264.9
2016-17
3,510
17
37.7
7,471.4
36.0
1,264.9
2017-18
3,581
17
38.3
7,582.3
35.3
1,264.9
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
82.5%
89.5%
1.6%
1.7%
55,923
2010-11 Quarter 2
84.6%
91.3%
1.3%
1.3%
56,543
2010-11 Quarter 3
67.3%
77.8%
5.2%
4.3%
56,328
2010-11 Quarter 4
79.8%
87.7%
2.3%
2.0%
55,739
2011-12 Quarter 1
80.1%
87.7%
2.2%
1.8%
56,095
2011-12 Quarter 2
75.5%
85.8%
2.5%
1.8%
56,574
2011-12 Quarter 3
67.1%
82.2%
3.0%
2.7%
55,610
  
Complaints answered within
Financial quarter
Complaints rate
handling target
10 working days
20 working days
2010-11 Quarter 1
282.1
:
:
77.4 %
2010-11 Quarter 2
231.2
:
:
90.9 %
2010-11 Quarter 3
324.0
:
:
76.5 %
2010-11 Quarter 4
230.0
:
:
52.5 %
2011-12 Quarter 1
240.4
:
:
93.2 %
2011-12 Quarter 2
266.8
:
:
77.7 %
2011-12 Quarter 3
254.8
:
:
25.6 %

2011-12 Quarter 4
78.7%
87.8%
1.7%
2.3%
55,672
2012-13 Quarter 1
75.7%
86.3%
2.0%
1.5%
55,003
2012-13 Quarter 2
77.6%
87.8%
2.1%
2.2%
56,843
2012-13 Quarter 3
66.3%
80.9%
3.3%
2.2%
54,401
2012-13 Quarter 4
65.3%
79.2%
4.1%
3.0%
54,485
2013-14 Quarter 1
73.4%
85.4%
2.4%
1.6%
55,888
2013-14 Quarter 2
77.4%
87.6%
1.9%
2.1%
56,461
2013-14 Quarter 3
70.6%
83.4%
3.1%
3.4%
53,893
2013-14 Quarter 4
76.6%
86.7%
2.4%
2.7%
51,201
2014-15 Quarter 1
75.4%
86.4%
2.3%
1.4%
50,369
2014-15 Quarter 2
74.3%
85.4%
2.6%
2.0%
51,438
2014-15 Quarter 3
69.8%
82.3%
3.2%
2.9%
50,731
2014-15 Quarter 4
74.9%
84.8%
2.7%
2.7%
50,905
2015-16 Quarter 1
78.8%
87.8%
2.3%
2.0%
50,121
2015-16 Quarter 2
79.2%
88.5%
1.9%
1.9%
52,093
2015-16 Quarter 3
69.2%
81.8%
3.2%
3.0%
51,268
2015-16 Quarter 4
74.8%
86.1%
2.2%
2.2%
52,587
2016-17 Quarter 1
81.9%
89.7%
1.6%
1.7%
51,724
2016-17 Quarter 2
81.9%
89.7%
1.7%
1.8%
52,214
2016-17 Quarter 3
76.7%
87.0%
2.6%
1.9%
51,207
2016-17 Quarter 4
82.2%
89.9%
1.9%
2.3%
50,543
2017-18 Quarter 1
80.8%
89.0%
1.6%
2.4%
50,625
2017-18 Quarter 2
77.4%
87.6%
1.8%
3.2%
51,667
2017-18 Quarter 3
63.9%
78.3%
4.7%
4.2%
51,002
2017-18 Quarter 4
69.0%
81.7%
3.0%
4.6%
50,662
2011-12 Quarter 4
268.9
:
:
34.1 %
2012-13 Quarter 1
218.3
:
:
36.6 %
2012-13 Quarter 2
237.6
:
:
67.6 %
2012-13 Quarter 3
227.0
:
:
68.8 %
2012-13 Quarter 4
214.4
:
:
48.8 %
2013-14 Quarter 1
183.7
:
:
33.2 %
2013-14 Quarter 2
172.8
:
:
41.8 %
2013-14 Quarter 3
166.6
:
:
27.9 %
2013-14 Quarter 4
233.6
:
:
29.2 %
2014-15 Quarter 1
211.2
:
:
62.6 %
2014-15 Quarter 2
214.6
:
:
92.9 %
2014-15 Quarter 3
252.5
:
:
87.4 %
2014-15 Quarter 4
231.8
:
:
95.4 %
2015-16 Quarter 1
196.5
97.5 %
89.2 %
97.5 %
2015-16 Quarter 2
198.2
89.9 %
62.6 %
89.9 %
2015-16 Quarter 3
162.8
86.7 %
63.1 %
86.7 %
2015-16 Quarter 4
170.9
77.9 %
50.7 %
77.9 %
2016-17 Quarter 1
172.9
52.6 %
33.7 %
52.6 %
2016-17 Quarter 2
144.1
87.6 %
71.0 %
87.6 %
2016-17 Quarter 3
135.5
77.8 %
47.8 %
77.8 %
2016-17 Quarter 4
165.9
62.2 %
46.9 %
62.2 %
2017-18 Quarter 1
157.6
74.2 %
47.1 %
74.2 %
2017-18 Quarter 2
154.2
76.0 %
44.2 %
76.0 %
2017-18 Quarter 3
155.7
87.0 %
33.3 %
87.0 %
2017-18 Quarter 4
177.2
93.4 %
42.3 %
93.4 %
 
Percentage of trains within
Percentage of trains
Number of
Trains planned
Financial year
5 mins
10 mins
significantly
late
cancelled
2010-11
78.5%
86.6%
2.6%
2.3%
224,532
2011-12
75.3%
85.9%
2.4%
2.1%
223,950
  
Complaints answered within
Financial year
Complaints rate
handling target
10 working days
20 working days
2010-11
266.0
:
:
74.4%
2011-12
257.8
:
:
57.3%

2012-13
71.3%
83.6%
2.9%
2.2%
220,732
2013-14
74.5%
85.8%
2.5%
2.4%
217,444
2014-15
73.6%
84.7%
2.7%
2.3%
203,444
2015-16
75.5%
86.0%
2.4%
2.3%
206,068
2016-17
80.7%
89.1%
2.0%
1.9%
205,688
2017-18
72.8%
84.2%
2.8%
3.6%
203,956
2012-13
224.4
:
:
56.1%
2013-14
189.1
:
:
32.7%
2014-15
227.9
:
:
85.1%
2015-16
181.8
88.4%
66.9%
88.4%
2016-17
154.3
69.1%
49.2%
69.1%
2017-18
161.2
83.1%
41.6%
83.1%
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/