Within 1 minute = On Time performance measures the percentage of station calls which departed origin, arrived at intermediate calls and arrived at destination early or within 59 seconds of schedule.
Time to 3 (T-3) = The percentage of recorded station stops arrived at early or less than three minutes after the scheduled time.
Cancellations
Full = if the train ran less than half of its planned journey.
Part = If the train ran at least half but not all of its planned journeys or it skipped stops on route.
You find out more information on the Network Rail Performance page and Office of Rail and Road (ORR).
Delays and keeping you informed
At c2c we pride ourselves with delivering to you the most up-to-date and important information for your journey. We do this in several ways; from announcements on station, Twitter, the c2c Live App, the Journey Checker system and service alterations pages. With services we want to keep you on track for whatever journey you’re taking.
For more information on delays and why delays occur please go to the National Rail Delays Explained page, which shows a full and comprehensive list of issues which may delay your journey. Delays Explained
How we manage disruption
The rail industry has produced a Code of Practice which sets out guidance and good practice in providing information to customers during times of disruption.
c2c make use of this as a framework for delivering timely, correct and consistent information to you during major disruption and delays to help you make well-informed travel decisions. You can read about our approach in our Local plan for passenger information during disruption 2019
How customers rate our performance
Transport Focus, the independent passenger watchdog, carry out the official survey of all rail passengers twice a year called the National Rail Passenger Survey. You can find out more on their website.
The last survey was conducted in Spring 2020, before the onset of the Coronavirus pandemic. Here are our scores for overall journey satisfaction and how we performed against the average London commuter service: