Passenger's Charter: Performance - Translink

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Performance

You have told us, through independent surveys, that reliability and being on time are the most important parts of our service.

So, we have set challenging targets in these areas. Our performance is independently monitored twice a year. We will publish results in leaflets, on posters at stations, and on our website. You can get leaflets, free of charge, at all the main bus and train stations.

View monitor results >>

The following are our promises to you.

Reliability

• 99.2% of all buses and trains will run as planned.
• 99.5% of trains on the Dublin line will run as planned.

Being on time

• No bus or train should leave a certain point or station earlier than shown in the timetable.
• 95% of all buses will arrive no more than seven minutes late.
• 95% of trains on the Bangor line, Portadown line and Larne line will arrive no more than five minutes late, and 85% will arrive on time.
• 90% of trains on the Dublin line, Londonderry line and Portrush line will arrive no more than 10 minutes late.

We will measure performance at the end of each service, unless there is a delay or cancellation which is out of our control (for example, severe traffic problems).

When we change the timetable, we will measure our performance against the new service times. We will tell you about these changes four weeks before the new timetable applies.

There may be times when planned essential engineering work means that we have to change services. We will give you:

• at least 28 days' notice of possible delays and diversions caused by this work; and
• 14 days' notice of changes to times.

We will publish these changes on posters at stations, in newspapers and on our website. In the case of emergency engineering work, we will give as much notice as possible.

There is an ‘Enterprise Passenger's Charter’ for rail services between Belfast and Dublin. This sets out our standards for these services in more detail. You can get a copy of this charter from the main train stations.

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