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How we're performing
Overall punctuality
Whether it’s getting to that big business pitch in time, or heading home to pick the kids up from school, we know your time is precious. Unfortunately, delays happen. We all wish they didn’t but sometimes, it’s out of our control.
Every month we share useful information to help you understand just how punctual we really are.
Last updated: 31 July 2025
Latest punctuality reportAnglo Scottish train services covers LNER's services between London and Edinburgh.
Anglo Scottish train extensions covers those services which then go on to other places from Edinburgh, such as Aberdeen and Inverness. The Sunderland service also sits within the group.
West Yorkshire train services covers LNER's services between London and Leeds, Bradford Harrogate or Lincoln.
West Yorkshire extension services cover between London and Skipton and London and Hull.
Social media response times
Handling times are measured by a management software tool used to engage with our customers on social media.
Platform | Response times from 3 May 2024 –29 October 2024 | Response times from 30 October 2024 – 31 March 2025 |
|---|---|---|
X (Formerly Twitter) | 14 min 57 secs | 22 min 19 secs |
7 min 28 secs | 2 min 48 secs | |
27 min 2 secs | 2 min 12 secs | |
52 secs | 32 secs | |
YouTube | 2 min 40 secs | 1 min 46 secs |
Environmental improvement figures
Achieved to date – reduction targets recommended by the Carbon Trust
Measure | 2018/19 | 2022/23 |
|---|---|---|
Baseline footprint | ||
Traction (kg CO2e ppkm) | 0.034 | 0.018 |
Non Traction (tCO2e) | 5,488 | 3,898 |
Total Carbon Emissions (tCO2e) | 201,661 | 100,669 |
Metered Water (m3) | 69,431 | 5,520 |
% of waste recycled at LNER managed sites | 14% | 27% |
