Our Performance - January 2025

• Our overall reliability for the month was 89.38%*
• Weather cancellations –  8.07% of all services
• Staffing cancellations – 0%
• Technical cancellations – 1.87%
• Other cancellations – 0.68% (All related to NHS Patient transfers)

• Our overall OTP for the month was 91.52%**
• Delays over 15 minutes – 0.39% of all services

• Total Complaints per 10,000 customers - 4.94
• Total Compliments per 10,000 customers - 7.98

Each month we share a review from one of four independent online review sites and focus on one complaint with our response, alongside our current ratings on those same review sites:

Here are our current ratings posted by our customers on four influential independent websites:

* Reliability is measured by counting the number of services which were operated as a percentage of all the scheduled flights in the timetable.

** OTP is measured by counting the number of timetabled services which departed within 15 minutes of advertised time, aligning us with a performance measure of our rail transport providers. Please note we have introduced metrics to show the duration of our delays for further transparency.