Train punctuality, a quality factor, a sign of respect
Respect is ‘as easy as 1,2,3’. To coincide with National Respect in Public Transport Day on 3 May, the CFL presented how the notion of respect coincides with quality of service for customers.
The annual satisfaction surveys carried out proactively by the CFL tell the truth: punctuality is THE most important quality criteria for customers, who are taking the train in ever-increasing numbers every day.
31.3 million This is the number of customers who used CFL trains in 2024 (28.7 million in 2023).
In 2024, the overall punctuality rate for the CFL trains was 90.8%, an improvement of 0.7 points compared with 2023 (90.1%). In other words, an average of 9 out of 10 trains were on time last year. While this rate is respectable by European standards, the CFL does not intend to rest on their laurels and is aiming for a target of 92% punctual trains. To achieve this, the CFL teams all act at their own level to reduce as far as possible the factors that have a negative impact on punctuality.
Some of these are directly the CFL’s responsibility, such as one-off technical faults on trains or on the railway infrastructure, e.g. a problem with closing doors or a fault with a switch. The Repairs and Maintenance Centre’s culture of continuous improvement is an undeniable asset in ensuring that as many trains as possible are available for customers.
As for works to modernise and extend the rail network, these will enable to continue to optimise the rail traffic of more than 1,000 trains a day by separating the operation of the different lines in the main stations of the country. This prevents delays to one train from being passed on to other trains. Examples include the work being carried out at Howald and on the new Luxembourg – Bettembourg line, which will enter service in 2027.
A passenger train is considered to be ‘late’ if it is more than 6 minutes behind its scheduled arrival time. This delay is measured at the train's terminus for domestic traffic and at the border point for trains whose terminus is abroad. Cancelled trains are considered as late trains and are included in the punctuality statistics.
Did you know? In 2024, 872 cancellations were due to strikes on neighbouring rail networks.
Causes external, such as strikes on neighbouring rail networks or the illegal and irresponsible behaviour of some people in the proximity of the tracks, also have an impact on punctuality. Collaboration with colleagues on foreign networks and raising awareness of dangerous or even fatal behaviour are among the solutions available to try and mitigate these delay factors.
However, the measures taken by the CFL to minimise delays have not been fruitless. Excluding strike periods, the punctuality rate was 91.0% in 2024 (90.9% in 2023).
The punctuality criteria genuinely guide the CFL in their desire to continually improve the service provided to their customers. As the new H00 project proves, everyone can make a contribution, from CFL staff to customers. It’s a question of living together… and of respect.
Read also : H00: Teamwork for Greater Punctuality
This project is a direct result of our commitment to constantly improving. With this in mind, the CFL monitor and analyse the punctuality rate closely and continuously. The delays detected and the associated causes are analysed on a regular basis. The results of this analysis are shared with the departments responsible for the delays and concrete improvement actions are defined.
