How are we doing?

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

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.  

DatesPPM totalWest Yorkshire ServiceNorth East service
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%

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.

Passenger satisfaction – in the latest National Rail Passenger Survey (Autumn 2015) our customers rated their overall satisfaction with Grand Central at 93%.

Complaints – the number of complaints we received per 100,000 customer journeys for 2016/17 was 206.

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.

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.

Future plans – please see our latest newsletter, which highlights our future plans and useful updates from Grand Central.

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.