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How we are performing

At Hull Trains we are dedicated to providing you with the best possible rail service. Our commitment to our customers is our main priority.

 

Our priorities of your experience are summarised into three key areas:

  • My journey
  • My ticket
  • My future travel

My Journey

 

Train performance

The standard measure used throughout the rail industry in Great Britain is the Public Performance Measure (PPM). This is a combined measure of how many trains timetabled to operate have run throughout the entire route and calling points and how many have arrived at their final destination within ten minutes of their advertised time. The results of this measure are reported every four weeks. 

 

13 Period History 2015/16 P12 2015/16 P13 2016/17 P1 2016/17 P2 2016/17 P3 2016/17 P4 2016/17 P5 2016/17 P6 2016/17 P7 2016/17 P8 2016/17 P9 2016/17 P10 2016/17 P11
PPM 85.6% 88.0% 90.89% 86.8% 78.8% 83.6% 88.1% 73.4% 81.9% 82.4% 74.4% 80.9% 78.2%
PPM MAA 85.2% 85.3% 85.5% 85.4% 84.2% 83.9% 84.2% 83.1% 83.0% 83.2% 82.5% 82.8% 82.5%
CaSL 5.73% 4.9% 2.08% 3.9% 12.1% 7.2% 3.6% 10.9% 7.5% 4.8% 11.0% 8.5% 13.0%
CaSL MAA 5.62% 5.8% 5.45% 5.5% 6.3% 6.5% 6.1% 6.6% 6.7% 6.5% 7.1% 7.1% 7.3%

Information on Delays

 

You can check if your journey is delayed using our Live departures & Arrivals or check for any future planned timetable changes that may affect your travel. Network Rail also have a Delays explained section on their website where you can find out more about the common causes of delays - and what we're doing to reduce their frequency and impact.

Along with our industry colleagues we have conducted research about how you, our customers feel, when services are disrupted.  We are planning to use this to guide our strategy and processes over the coming months so we can improve the way we talk to you during disruption.  The national research is available here

 

Passenger Satsisfaction

 

Our National Rail Passenger Survey our overal satisfaction score was 97% Autumn 2015.

 

Complaints

 

The number of complaints we received in 2015-16 on average 5.8 per 1000.

My Ticket

 

 

Ticket office opening hours

 

Information about stations that we call at, including ticket office opening hours and the facilities available, can be found in our Destination section.

 Season tickets

 

A season ticket calculator is available on the National Rail website.

 

My future travel

 

Planned track improvement works

 

You can see how Network Rail's planned track improvement work may affect your journey in our Travel updates section.

 

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