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On time performance and punctuality

Our customers look to us for punctual, reliable transport services. Service performance has a major influence on customer and passenger satisfaction and we constantly strive to improve it.

Our customers look to us for punctual, reliable transport services.

Service performance has a major influence on customer and passenger satisfaction and we constantly strive to improve it. You can see our 2015/16 and historic performance data here. Commentary on our 2015/16 performance is below.

First Bus

Our First Bus punctuality measure (percentage of services no more than one minute early or five minutes late) has been affected by roadworks in a number of the areas in which we operate. We continue to work with local authorities on these temporary issues. Exceptionally wet weather and flooding during the winter period also impaired services in some of our markets. 

First Rail

Our First Rail PPM scores of punctuality and reliability suffered from operational challenges during the winter period, including a number of severe weather-related incidents which particularly affected TPE services. GWR’s moving annual PPM score was above the industry average for the year although we continue to focus on improving this further.

Greyhound

Greyhound’s on time performance improved during 2015/16 as we continue to see benefits from new procedures. This performance measure has been updated so that it now reflects the percentage of services leaving within ten minutes of scheduled departure from origin, rather than 15 minutes.

First Student and First Transit

We do not report on punctuality for First Student and First Transit because tolerance levels are defined separately within each individual contract.