There are two different approaches to measuring punctuality: train punctuality and weighted customer punctuality. As we want as many of our customers as possible to reach their destination on time, customer punctuality is of the utmost importance to SBB.

Customer punctuality measures the percentage of all travellers who arrive at their destination on time. A customer is considered punctual if they arrive at their destination station with less than three minutes delay and made all of their connections.

Unfortunately, disruptions occur in our complex railway system despite all our best efforts and precautions. Even though these disruptions affect just a tiny fraction of journeys, several hundred travellers are affected almost every day. If commuters experience disruptions and long delays multiple times within a short space of time, it’s understandable that they may think this is due to a systematic problem. But, in the vast majority of cases, if disruptions affect the same line at similar times of day, it’s just a coincidence.

Every delay, cancellation and restriction is frustrating – not only for our customers, but also for us. We apologise for any inconvenience caused and thank you all for your understanding and patience. Please be assured that we are doing our best every day to offer quick solutions to our passengers experiencing disruptions.

Reliable, personalised information and the most accurate forecasts possible all play a key role. Our specialists work continuously to analyse the causes of disruptions and develop measures to resolve them.

We make our data, including on train punctuality, accessible to the public as part of our “open data” strategy. Other companies also use this data to offer valuable customer information, such as the Swiss transport punctuality website pünktlichkeit.ch.