In response to Passenger Focus’s recommendation for the rail industry to review how to measure punctuality, a spokesperson for the Association of Train Operating Companies said:
“Train companies devote a great deal of energy and resources to making sure that more services arrive on time, and are acutely aware of how important punctuality and reliability are to passengers.
“Significant improvements have been made over the last few years. Nine out of ten trains arrived on time last year and Passenger Focus’s own figures show that more than four out of five passengers are satisfied with punctuality.
“But train companies are not complacent. As private sector operators, they want to keep their customers happy and will keep on working hard to continue to improve punctuality and provide passengers with the service they expect and deserve.
“Many other countries use similar measures to record rail punctuality, and not all include cancelled trains, which we do here. Train companies and rail industry partners regularly review the best way to measure punctuality.”
