How we're performing
Overall punctuality
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.
Every month we share useful information to help you understand just how punctual we really are.
Last updated: 23 November 2023
- Anglo Scottish train services covers LNER's services between London and Edinburgh.
- Anglo Scottish train extensions covers those services which then go on to other places from Edinburgh, such as Aberdeen and Inverness. The Sunderland service also sits within the group.
- West Yorkshire train services covers LNER's services between London and Leeds, Bradford Harrogate or Lincoln.
- West Yorkshire extension services cover between London and Skipton and London and Hull.
Social Media Response times
Handling times are measured by a management software tool used to engage with our customers on social media.
| Platform | Response times from 1 June to 1 October 2023 |
| X (formally Twitter) | 9 min 33 secs |
| 16 min 12 secs |
Environmental Improvement Figures
Achieved to date – reduction targets recommended by the Carbon Trust
| Measure | 2018/19 | 2022/23 |
| Baseline footprint | ||
| Traction (kg CO2e ppkm) | 0.034 | 0.018 |
| Non Traction (tCO2e) | 5,488 | 3,898 |
| Total Carbon Emissions (tCO2e) | 201,661 | 100,669 |
| Metered Water (m3) | 69,431 | 5,520 |
| % of waste recycled at LNER managed sites | 14% | 27% |