First TransPennine Express is totally committed to running a safe, punctual and reliable train service focused on customer service.
We are continuously measured on how well we perform. We are given Punctuality and Reliability targets by the Department for Transport and these are built into our Passenger's Charter, which represent our performance commitment to you, our customers.
"Punctuality" is defined as the number of trains arriving within 10 minutes of the advertised time expressed as a percentage of the number of trains that ran.
"Reliability" is defined as the number of trains that run without being cancelled expressed as a percentage of the number of trains scheduled to run.
The Punctuality targets we need to achieve are very similar for all three of our routes - at least 91% for North and South TransPennine, and at least 90% for North West.
Our Reliability targets are at least 99% on all three routes.
How are we doing?