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In setting the standards outlined in the Charter, we give you, as well as ourselves, the means to judge our performance. If our performance falls short of our set targets we will take the action outlined in the Charter. We believe the Charter is an evolving document, and are committed to an ongoing review of standards and targets with the RPCs, the London Transport Users Committee (LTUC),and the Strategic Rail Authority (SRA).
2.1 Reliability and Punctuality Standards
We will operate at least 99% of our trains and ensure that at least 90% of our trains arrive at their destination within ten minutes of the scheduled time, Monday to Saturday, measured at destination. In the case of our West Coast trains this will be measured in the following service groups: Euston to Birmingham/Wolverhampton; Euston to North West/North Wales; and Euston to Scotland. Our CrossCountry services are monitored as a single service group.
At all major stations used by Virgin Trains we will publish our performance results against the Charter standards every four weeks, for the previous four week period and twelve months. The results will be independently audited annually.
2.2 Ticket Office Queuing Times
At ticket offices and Travel Centres which we manage, we will, in normal circumstances, ensure that you are served within 5 minutes, or within 3 minutes at less busy times. We will display details of when ticket office queues are likely to be longest at all the stations we operate.
2.3 Getting a Seat
We will make every effort to match seats to demand, and will provide a seat when a reservation has been made.
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