The UK's most unreliable train operator has been identified once again, as CrossCountry retains its unwanted title for the highest proportion of cancellations in 2026. New analysis from Locals Insider reveals that 6.8 per cent of CrossCountry services have been either fully or partially cancelled during the first three months of the year, the highest among 23 operators studied.
The research, based on recent Office of Rail and Road data, shows that Avanti West Coast closely follows with 6.4 per cent cancellations, while East Midlands Railway rounds out the top three worst performers at 4.8 per cent. Govia Thameslink Railway and West Midlands Trains also exceed the national average, highlighting persistent reliability issues on major routes.
In contrast, several operators have demonstrated far more consistent service. Hull Trains ranks as the most reliable with only 1.3 per cent cancellations, followed by Chiltern Railways at 1.5 per cent, and ScotRail and c2c both at 1.6 per cent. Greater Anglia and Southeastern also feature among the strongest performers.
Industry Response
Martin Danemaq, spokesperson for Locals Insider, commented: "While there are signs of improvement across parts of the national rail network, our findings show that disruption remains a real issue for many train passengers in 2026. Operators like CrossCountry and Avanti West Coast continue to sit well above the national average, particularly on longer-distance routes, with roughly one in 15 services disrupted. At the same time, it's clear that reliability is achievable. Several operators are consistently keeping cancellations below 2 per cent, which shows that a more dependable service is possible when the network is running effectively. For passengers, the gap between the best and worst operators is still significant – and where you travel in the UK can have a major impact on how reliable your journey is likely to be."
Nick Westcott, CrossCountry's service delivery director, explained: "CrossCountry services between January and March 2026 were impacted by a number of exceptional circumstances. This included a higher-than-usual number of incidents leaving trains in need of repair, as well as several tragic fatalities on the railway. These issues meant that more trains, and drivers, were unavailable than usual, restricting our ability to run our full timetable in the first part of the year. Since then, CrossCountry cancellations have reduced by 26 per cent, and we continue to work hard to improve reliability and deliver better journeys for customers - including introducing additional long-distance services in our new timetable from Sunday 17 May and the continued refurbishment of our entire fleet to further improve journeys across the CrossCountry network."
Refurbishment Challenges
Since being labelled the 'UK's worst train operator' last year, CrossCountry has sought to revamp its image. A key initiative was launching its first refurbished Voyager train last month as part of a £75 million investment to upgrade the 70-strong fleet. The revamped trains promised more seating, improved lighting, extended legroom, and enhanced onboard technology such as CCTV. However, just three days after launch, the train experienced multiple faults, including broken toilets, a faulty guards' control panel, problems with the PA system, and an onboard computer controlling air conditioning, according to CrossCountry sources.
Anonymous staff voiced criticism, with one telling the Daily Mail: "The best thing CrossCountry could have done with the Voyagers is to have scrapped them. You can't polish a turd." Another called the refurbishment a "disaster," while a third claimed the trains might look new but little has been improved, adding: "They're all fur coat and no knickers." Reports of a sewage smell throughout the train have also emerged.
Staff raised concerns that designers did not consult employees who will use the trains, causing chaos onboard. According to staff, a trolley test was only conducted four days before the vehicle launched. Catering workers report that new seat grabs, positioned lower than before, could lead to hand injuries when wheeling snack trolleys down aisles. Other issues include rubber trim on doors tearing, and staff say the only improvement to worker areas is a new plug socket in the driving cab.
Passenger feedback has also been critical, with overcrowding still a problem. One source told the Mail: "Spending millions on refurbishing old trains won't help ease overcrowding. We need the money spent on providing more trains." Another noted: "The carpets are already grubby," while a passenger added: "Staff are great, but the trains are terrible."
