Our Performance - June 2025
Reliability of our timetable
- Our overall reliability for the month was 97.56%*
- Weather cancellations – 0.81%
- Staffing cancellations – 0%
- Technical cancellations – 1.22%
- Other cancellations – 0.41% (All related to NHS transfers)
On Time Performance (OTP) of our timetable
- Our overall OTP for the month was 96.13%**
- Delays over 15 minutes – 3.87% of all services
Our Customer's Feedback
- Total Complaints per 10,000 customers - 4.35
- Total Compliments per 10,000 customers - 13.25
Each month we share a review from one of four independent online review sites, alongside our current ratings on those same review sites:
Not only was it a great experience but their customer service is second to none. I accidentally deleted my booking email and called them and they answered the phone straight away, almost had forgotten companies are able to do that, and then dealt with it so swiftly and easily for me. Waiting on the phone to make sure I had gotten their resent email. Then when we checked in, I overheard someone had booked their crossing the wrong way round. Their attitude.. " don't worry step over here and let me see what we can sort" less than 2 mins later the couple were in the waiting area to board. Large organisations should pop down there to see how customer service should be done. Btw great fun going on a hovercraft and thanks for the fruit salad sweet. This company give you faith that common sense and customer service isn't lost totally..
Our Online Review Ratings
Here are our current ratings posted by our customers on four influential independent websites:
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4.2/5 |
4.6/5 |
4.2/5 |
4.7/5 |
* Reliability is measured by counting the number of services which were operated as a percentage of all the scheduled flights in the timetable.
** OTP is measured by counting the number of timetabled services which departed within 15 minutes of advertised time, aligning us with a performance measure of our rail transport providers. Please note we have introduced metrics to show the duration of our delays for further transparency.