6th February to 15th March – Services between Aberdeen and London Euston – please view our service alterations page.

Planned service alterations during February, March & April due to engineering works – please view our service alterations page.

Our Performance

Public Performance Measure (PPM)

We measure our ‘Public Performance Measure’ (PPM) by looking at how many of our scheduled trains are on time. The PPM, which is a national industry standard, combines figures for punctuality and reliability into a single performance measure. We publish our PPM every four weeks. You can see our latest report here.
For long distance services such as ours, PPM is defined as those trains arriving at their final destination within 10 minutes of the planned arrival time.

Right-Time Arrival

We are also measured against a right-time arrival performance target, defined as arrival within 59 seconds of the planned arrival time.

If you have been delayed on our services by 30 minutes or more you can claim through our compensation scheme, Delay Repay.


Automatic Delay Repay performance

29th May – 25th June 2022

Volume of claims received within period 532
Volume of claims closed within period 505
Volume of claims approved within period 505
% closed within 20 working days 94.9%
Average time to close claims within period (working days) <1

26th June – 23rd July 2022

Volume of claims received within period 753
Volume of claims closed within period 733
Volume of claims approved within period 733
% closed within 20 working days 97.3%
Average time to close claims within period (working days) <1

24th July – 20th August 2022

Volume of claims received within period 315
Volume of claims closed within period 301
Volume of claims approved within period 301
% closed within 20 working days 95.6%
Average time to close claims within period (working days) <1

18th September – 15th October 2022

Volume of claims received within period 554
Volume of claims closed within period 536
Volume of claims approved within period 536
% closed within 20 working days 96.8%
Average time to close claims within period (working days) <1

16th October – 12th November 2022

Volume of claims received within period 349
Volume of claims closed within period 342
Volume of claims approved within period 342
% closed within 20 working days 98%
Average time to close claims within period (working days) <1

13th November – 10th December 2022

Volume of claims received within period 181
Volume of claims closed within period 181
Volume of claims approved within period 181
% closed within 20 working days 100%
Average time to close claims within period (working days) <1

11th December 2022 – 7th January 2023

Volume of claims received within period 537
Volume of claims closed within period 530
Volume of claims approved within period 530
% closed within 20 working days 98.7%
Average time to close claims within period (working days) <1

8th January – 4th February 2023

Volume of claims received within period 477
Volume of claims closed within period 475
Volume of claims approved within period 475
% closed within 20 working days 99.6%
Average time to close claims within period (working days) <1

5th February – 4th March 2023

Volume of claims received within period 481
Volume of claims closed within period 474
Volume of claims approved within period 474
% closed within 20 working days 98.5%
Average time to close claims within period (working days) <1

5th March – 31st March 2023

Volume of claims received within period 252
Volume of claims closed within period 247
Volume of claims approved within period 247
% closed within 20 working days 98%
Average time to close claims within period (working days) <1

1st April – 29th April 2023

Volume of claims received within period 701
Volume of claims closed within period 703
Volume of claims approved within period 648
% closed within 20 working days 97.76%
Average time to close claims within period (working days) <1

30th April – 27th May 2023

Volume of claims received within period 487
Volume of claims closed within period 475
Volume of claims approved within period 418
% closed within 20 working days 99.2%
Average time to close claims within period (working days) <1

28th May – 24th June 2023

Volume of claims received within period 724
Volume of claims closed within period 730
Volume of claims approved within period 706
% closed within 20 working days 99.24%
Average time to close claims within period (working days) <1

25th June – 22nd July 2023

Volume of claims received within period 527
Volume of claims closed within period 520
Volume of claims approved within period 506
% closed within 20 working days 99.3%
Average time to close claims within period (working days) <1

23rd July – 19th August 2023

Volume of claims received within period 396
Volume of claims closed within period 397
Volume of claims approved within period 366
% closed within 20 working days 96.99%
Average time to close claims within period (working days) <1

20th August – 16th September 2023

Volume of claims received within period 490
Volume of claims closed within period 489
Volume of claims approved within period 470
% closed within 20 working days 98.59%
Average time to close claims within period (working days) <1

17th September – 14th October 2023

Volume of claims received within period 591
Volume of claims closed within period 591
Volume of claims approved within period 591
% closed within 20 working days 100%
Average time to close claims within period (working days) <1

15th October – 11th November 2023

Volume of claims received within period 637
Volume of claims closed within period 652
Volume of claims approved within period 612
% closed within 20 working days 97.16%
Average time to close claims within period (working days) <1

Guest Satisfaction

We pay close attention to what you tell us and continue to deliver service enhancements as a result of your feedback.
Feedback ratings are obtained through a survey sent to Guests following their trip with us. The methodology is defined in our Franchise Agreement with Transport Scotland and the research is carried out using the same principles as the National Rail Passenger Survey. You can view our latest results here.