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.
