How we're performing
Whether it’s getting to that big business pitch in time, or heading home to pick the kids up from school, we know your time is precious. Unfortunately, delays happen. We all wish they didn’t but sometimes, it’s out of our control.
Below is some useful information to help you understand just how punctual we really are.
It's also really important to us...
...that we're making your journey comfortable, responding to your queries promptly, and doing our part to reduce our impact on the environment. Below you can see how London North Eastern Railway, formally Virgin Trains East Coast, was performing on these points.
Overall punctuality
Social Media Response times
Handling times are measured by a management software tool used to engage with our customers on social media.
| Platform | Latest response times |
| 1 min 9 secs | |
| 1 min 15 secs |
Environmental Improvement Figures
Achieved to date – reduction targets recommended by the Carbon Trust
| Measure | 2015/16 | 2016/17 |
| Baseline footprint | ||
| Traction (kg CO2e ppkm) | 0.043 | 0.041 |
| Non Traction (tCO2e) | 15,711 | 12,009 |
| Water (m3) | 130,938 | 120,213 |