Response to a news story about trains missing stops

In response to a news story about trains across Britain missing stops, Jacqueline Starr, Managing Director of Customer Experience for the Rail Delivery Group, which brings together train companies and Network Rail to enable a better railway, said:

“Train companies aim to run services as planned and overall less than 1% of stops are not made.  This only happens as a last resort to prevent delayed services causing further disruption and while we understand this is frustrating, we ensure there are alternative options for customers to continue their journeys.  Working together, the partnership railway is delivering a long-term plan to change and improve, boosting punctuality by easing pressure on the busiest parts of the network. While the number of incidents causing delays and cancellations is going down, each incident is having a bigger impact due to congestion on the network and this is something that we are working hard together to get right.”


  • Key projects such as the Thameslink Programme, the new Elizabeth line, the Glasgow to Edinburgh Improvement Programme and the addition of more platforms at Waterloo station will all help to increase capacity on the network and ease the congestion which exacerbates delays. 
  • Data from Network Rail shows that primary delay from incidents has stayed relatively stable but reactionary delay has started to go up from 12/13 as the network has become more congested.
  • You can read more about the effects of knock on delays on the Network Rail website.

Contact Information

Rail Delivery Group Media Team