Performance Standards

We have high standards of punctuality and reliability. Our goals for trains timetabled for Monday to Saturday is 90% punctuality for train arrivals, with 99% of trains running reliably.

You can find out about our performance results on posters at National Express East Coast-managed stations and on our online performance board. We update these every 4 weeks and also show independently audited results for the last year, called the Moving Annual Average (MAA), the average performance within a rolling 12 month period.

We, like other train operators, exclude certain days from performance statistics. These include void days when, owing to extensive delays or cancellations, no effective train service or alternative service (such as a coach service) is provided. You can see information about void days at all National Express East Coast-managed stations and on our online performance board. Sundays and Bank Holidays are also excluded.

When train services are delayed or cancelled due to events outside the control of the rail industry, these specific trains will also be excluded from the performance statistics. Examples of such events include acts or threats of vandalism or terrorism, incidents involving trespassers, line closures at the request of any of the emergency services, severe weather conditions and industrial action.

You can download the full National Express East Coast Passenger’s Charter here or collect from any staffed station at which National Express East Coast trains stop.