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
Twitter 1 min 9 secs
Facebook 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