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How are we doing?

At Grand Central we want to be honest with our customers about how we’re performing. So this could be things like reasons for delays, our customer satisfaction results, and the number of complaints we receive.

We’ve summarised this information into three categories that affect your journey, your ticket and also future travel plans with Grand Central.

My journey

Right time arrival

From April 2019 all train companies in Great Britain have reported right time arrival as well as PPM (see below). This is a measure of the number of services, as a percentage, that arrived at all stations on the services we operate within specific timeframes. The graph of the most recent period is as follows:

18 August - 14 September 2019

 
  • Historic right time arrival
    • This chart shows the percentage of services at all stations to which the time periods along the top apply to.

      Dates Early On Time <3 mins <5 mins <10 mins <15 mins >15 mins late >20 mins late >30 mins late Cancelled
      18 August - 14 September 24.9% 48.4% 67.1% 77.4% 88.5% 92.7% 7.3% 5.0% 2.6% 1.7%
      21 July - 17 August 22.7% 45.7% 64.0% 74.3% 85.5% 90.1% 9.9% 7.8% 4.7% 7.9%
      23 June - 20 July 24.5% 49.9% 69.1% 79.7% 88.2% 91.9% 8.1% 5.8% 3.6% 4.3%
      26 May - 22 June 25.1% 49.4% 67.3% 77.0% 85.6% 89.4% 10.6% 8.4% 4.5% 4.3%
      28 April - 25 May 31.0% 56.4% 74.0% 83.7% 92.4% 95.7% 4.3% 3.3% 1.6% 2.2%
      1 - 27 April 33.4% 58.0% 74.0% 84.1% 92.9% 95.8% 4.2% 2.7% 1.3% 2.3%
      3 March - 31 March 33.5% 56.9% 72.4% 80.6% 89.9% 94.1% 5.9% 4.0% 1.8% 2.6%
      3 February - 2 March 31.6% 56.6% 73.5% 82.0% 91.0% 94.2% 5.8% 4.6% 2.7% 3.2%
      6 January - 2 February 29.1% 53.9% 70.8% 79.8% 90.9% 95.4% 4.6% 2.8% 1.5% 1.0%
      2018
      9 December 2018 - 5 January 2019 29.1% 53.6% 71.6% 80.9% 90.9% 94.6% 5.4% 4.2% 2.5% 1.8%
      11 November - 8 December 22.5% 44.0% 61.2% 72.7% 85.8% 92.3% 7.7% 4.5% 2.4% 4.5%
      14 October - 10 November 27.4% 48.6% 66.4% 78.0% 89.4% 94.6% 5.4% 3.7% 2.1% 2.7%
      16 September - 13 October 25.1% 47.8% 66.5% 76.2% 88.0% 92.3% 7.7% 5.5% 3.9% 4.5%
      19 August - 15 September 27.6% 52.1% 70.4% 79.3% 89.6% 93.2% 6.8% 4.6% 2.4% 1.7%
      22 July - 18 August 21.4% 44.0% 61.9% 72.4% 84.0% 89.4% 10.7% 7.4% 3.8% 6.6%
      24 June - 21 July 21.8% 41.7% 59.6% 69.2% 83.3% 88.8% 11.2% 7.6% 4.6% 10.2%
      27 May - 23 June 25.1% 46.6% 65.6% 77.0% 87.6% 92.9% 7.1% 4.2% 1.9% 2.0%
      29 April - 26 May 23.9% 48.1% 66.6% 76.0% 87.4% 91.4% 8.6% 6.4% 4.2% 4.6%
      1 April - 28 April 30.0% 54.5% 73.3% 81.0% 89.3% 93.0% 7.0% 5.5% 3.6% 3.6%
      4 March - 31 March 25.7% 48.4% 67.2% 76.1% 86.6% 91.0% 9.0% 6.0% 2.8% 4.2%

Train performance

We measure the punctuality and reliability of our trains and the standard measure used throughout the rail industry in Great Britain is the Public Performance Measure (PPM). This is a combined measure of how many trains timetabled to operate have run throughout the entire route and calling points and how many have arrived at their final destination within ten minutes of their advertised time. The results of this measure are reported every four weeks.

Dates PPM total West Yorkshire Service North East service
18 August - 14 September 79.0% 81.8% 76.8%
21 July - 17 August 67.8% 72.7% 63.7%
23 June - 20 July 71.1% 75.2% 79.4%
26 May - 22 June 74.9% 79.1% 71.5%
28 April - 25 May 85.9% 88.4% 83.8%
1 - 27 April 87.5% 91.3% 84.4%
3 March - 31 March 80.9% 82.2% 79.9%
3 February - 2 March 84.5% 89.7% 80.2%
6 January - 2 February 86.1% 88.3% 84.3%
2018
9 December 2018 - 5 January 2019 80.6% 83.0% 78.6%
11 November - 8 December 73.6% 72.4% 74.6%
14 October - 10 November 81.3% 81.5% 81.1%
16 September - 13 October 76.6% 80.9% 73.2%
19 August - 15 September 84.5% 87.1% 82.4%
22 July - 18 August 72.0% 74.9% 69.9%
24 June - 21 July 65.0% 66.7% 63.6%
27 May - 23 June 80.5% 83.0% 78.7%
29 April - 26 May 74.4% 74.3% 74.5%
1 April - 28 April 76.7% 74.3% 78.7%
4 March - 31 March 76.9% 78.7% 75.5%
5 February - 3 March 75.5% 82.7% 69.5%
7 January - 4 February 2018 81.3% 81.7% 80.9%
  • Historical data, 2015-2017
    • 2017
      Dates PPM total West Yorkshire Service North East service
      10 December 2017 - 6 January 2018  81.3%  81.3% 81.4%
      12 November - 9 December 2017 81.5% 87.0% 77.0%
      15 October - 11 November 2017 82.0% 83.7% 80.7%
      17 September - 14 October 2017 89.9% 91.4% 88.6%
      21 August - 16 September 2017 86.4% 82.9% 89.3%
      23 July - 20 August 2017 81.9% 86.6% 78.0%
      25 June - 22 July 2017 88.3% 89.2% 87.5%
      28 May - 24 June 2017 86.1% 87.1% 85.2%
      30 April - 27 May 2017 89.7% 93.8% 86.4%
      1 April - 29 April 2017 88.4% 91.3% 86.0%
      5 March - 31 March 2017 87.3% 89.5% 85.6%
      5 February - 4 March 2017 86.8% 90.6% 83.8%
      8 January - 4 February 2017 85.5% 89.4% 82.5%
      2016
      11 December 2016 - 7 January 2017 84% 85% 83%
      13 November - 10 December 2016 79% 81% 78%
      16 October - 12 November 2016 86% 86% 86%
      18 September - 15 October 2016 87% 86% 88%
      21 August - 17 September 2016 79.0% 82.0% 76.0%
      24 July - 20 August 2016 86.3% 88.4% 84.1%
      26 June - 23 July 2016 84.0% 86.6% 81.4%
      29 May - 25 June 2016 77.8% 77.9% 77.6%
      1 May - 28 May 2016 91.8% 91.4% 92.2%
      1 April - 30 April 2016 91.4% 92.1% 90.7%
      6 March - 31 March 2016 84.3% 85.7% 82.9%
      7 February - 5 March 2016 84.4% 86.2% 82.6%
      10 January - 6 February 2016 83.2% 84.5% 81.9%
      2015
      13 December - 9 January 2016 85.8% 85.5% 86.1%
      15 November - 12 December 2015 81.9% 83.3% 80.5%
      18 October - 14 November 2015 83.5% 85.4% 81.6%
      20 September - 17 October 2015 86.1% 85.7% 86.4%
      23 August - 19 September 2015 87.9% 90.0% 85.7%
      26 July - 22 August 2015 89.2% 90.6% 88.1%

What our customers think

National Rail Passenger Survey Customer Satisfaction - Twice a year, Transport Focus carries out the National Rail Passenger Survey (NRPS), asking passengers with every UK train company about their experiences on-board. This is amalgamated into an overall customer satisfaction score, reported as a percentage of customers who were satisfied with their experience, and published for all to see.

Our current NRPS score (Sprint 2019) is 89%.

  • Historical NRPS scores
    • Date Grand Central NRPS Score
      Spring 2019 89%
      Autumn 2018 94%
      Spring 2018 95%
      Autumn 2017 96%
      Spring 2017 94%
      Autumn 2016 91%
      Spring 2016 96%
      Autumn 2015 93%
      Spring 2015 94%
      Autumn 2014 94%
      Spring 2014 94%
      Autumn 2013 95%
      Spring 2013 93%
      Autumn 2012 96%

Information on delays - you can check if your journey is delayed using our live arrival and departure boards or check for any future planned engineering works that may affect your travel. Network Rail also have a Delays explained section on their website where you can find out more about the common causes of delays - and what we're doing to reduce their frequency and impact.

Complaints – the number of complaints we received per 100,000 customer journeys for 2017 was 262.2. We dealt with 97% of complaints within 20 days. The target is to deal with 95% of complaints within that time.

My ticket

Ticket office opening hours - this information can be found in our Stations page where you can search for any National Rail station along with general facilities available.

Season tickets – a season ticket calculator is available on the National Rail website. Grand Central does not retail season tickets.

My future travel

Planned engineering works – you can see how Network Rail’s planned engineering work may affect your journey in our Travel updates section.

Special events – where events taking place on our network are expected to have a significant effect on travel with Grand Central we will advise customers of this on the homepage of our website. You can also follow us on Twitter @GC_Rail.

Passenger information during disruption

Grand Central knows that the flow of information about train services experiencing disruption is a priority for customers and it is an area we focus on.

The rail industry has produced an Approved Code of Practice (ACoP) which sets out high-level guidance and good practice in providing information to customers during disruption. Grand Central uses this Code of Practice as a framework for delivering timely, correct and consistent information to customers during major disruption/delays so that they can make well-informed travel decisions.

For more information please view our ATOC Approved Code of Practice for Passenger Information During Disruption PDF.

You can read more about our approach in our Passenger information during disruption Delivery Plan PDF and our annual progress plan PDF on the Rail Industry Action plan to improve the provision of passenger information during disruption.