Skip to content

Train punctuality: the passenger perspective

Transport Focus is pleased to have worked with Office of Rail and Road, to produce this research Train punctuality: the passenger perspective. 

This report combines two studies on passengers’ views of train punctuality.

The research found:

  • passengers expect ‘on time’ to mean a train arriving within one minute of the scheduled time, not the current industry standard of five minutes (or 10 minutes for long-distance trains)
  • there is low awareness of the current performance measures and a lack of trust in how the rail industry measures train punctuality
  • for every minute of lateness, that is, after scheduled arrival time, overall passenger satisfaction declines by one and a half percentage points. Among commuters the decline in overall satisfaction is steeper at three percentage points per minute of lateness.

A more detailed version of this report can be downloaded here.

  • Train punctuality - the passenger perspective 5-11-15 FINAL..pdf
  • Train
  • Service levels and timetables

Related content

Latest news

Tram services are great, but must keep focus on keeping pace with demand, says watchdog

Find out more
Latest publication

Tram Passenger Survey

Find out more
Latest post

A303 Stonehenge consultation: time to have your say

Find out more