How we're performing

Train service punctuality and reliability

We have specific performance targets set by the rail regulator that we must meet. Our services are measured against these targets.

See our latest monthly performance report.

If you're delayed by 15 minutes or more, you may be entitles to compensation. Find out more about Delay Repay.

Customer report

We’re working hard behind the scenes to track our performance, set new goals and make meaningful improvements. And we want to keep you informed on our progress along the way.

Our customer report lets you hear directly from our top managers. You can see if we measured up to our on-time performance goals. We’ll also give you the latest on upcoming improvement works.

Get the latest edition

Download our latest report

Printed copies of the latest report can be made available upon request from our staffed stations across the Thameslink, Southern, Great Northern or Gatwick Express routes.

Rail passenger numbers

The number of passengers using National Rail has continued to grow, and these latest statistics show the direct impact this growth has had on levels of train crowding in a number of major cities.

View rail statistics (Capacity PIXC Data)

Fare evasion

Fare evasion prevention is important. The rail industry loses millions of pounds a year through ticketless travel and fraud money which could have otherwise been re-invested to improve rail services. This is unfair on the vast majority of you who are honest and pay your fares.

We worked alongside other train operators, Transport for London and British Transport Police, to limit ticketless travel to 2.77% in the Department for Transport's most recent survey in January. Ticketless travel surveys are carried out four times a year by the Department for Transport and the results are published as soon as they are available. Fare revenue is paid direct to the Department for Transport.

Customer experience

The Rail Customer Experience Survey is an industry-wide survey of rail passengers’ journeys. Conducted by Transport Focus, the independent watchdog for transport users, it aims to provide regular, robust, and consistent customer satisfaction data to the rail industry, ensuring the standards you expect are maintained, and areas where improvement is needed are identified. You can find the latest survey results on the Transport Focus website. 

Passenger rail service complaints are also tracked and reported to the Office of Rail and Road (ORR), the independent economic and safety regulator for Britain's railways. You can see the latest published complaint data and insights on the Passenger Experience section of the ORR website. 

Satisfaction and delivery of Passenger Assistance is also reported on via the ORR. You can read their latest findings and insights on the Passenger Accessibility section of their website.

Data on Ticket Office Opening hours can be found below.