Our Passenger's Charter sets out our commitment to give you the safe, high quality service you have the right to expect. Any passenger purchasing a ticket for use on services operated by Virgin Trains should enjoy:

• a reliable and punctual journey
• clean and safe trains and stations
• a Customer Service team member onboard each train to be available to provide help if required
• a refreshment service on most trains
• a seat if reserved in advance.

Click here download our Passenger’s Charter.

Click here to download performance information for the most recently completed 4-week period.
Click here to download detailed daily performance results.

Glossary of terms

Public Performance Measure (PPM): The PPM combines punctuality and reliability into a single performance measure. It measures the performance of individual trains against their planned timetable. Punctuality is expressed as the percentage of trains ‘on time’ compared to the total number of trains planned. For long distance operators, such as Virgin Trains, a train is defined as on time if it arrives within ten minutes (i.e. nine minutes 59 seconds or less). Reliability is a measure of the percentage of trains that are cancelled or do not complete their full planned journey.

Bi-Di (Bi-Directional) signalling: On tracks equipped with Bi-Directional signalling, trains can travel in either direction on a section of track in a controlled manner.

Block joint: A piece of insulating equipment that prevents the electrical current running through the track. Most points and signals operate by means of this electrical current.

Bridge Bash/Strike: When a road vehicle has a collision with a railway bridge. The bridge must then be inspected by a structural engineer before trains can operate over it.

Joint Performance Improvement Plan Target (JPIP Target): The target PPM percentage agreed as achievable by Virgin Trains and Network Rail.

OHLE/OLE: Overhead Line Equipment - provides the electrical power for the trains.

Possession overrun: A possession is a stretch of line handed over to engineering departments for maintenance, on which no trains can run. A possession overrun is when this engineering work goes on for longer than planned.

TC - Track Circuit: Most points and signals operate by means of this electrical circuit running through the rail. The passage of a train through a section completes the electrical circuits, thus operating the signals.

TCF - Track Circuit Failure: A failure of track circuit equipment.

VHF – Virgin High Frequency: A service of more frequent and faster trains, introduced in December 2008.