Transport For London Releases Complaint Report

Transport for London has published its first Complaints Report, covering the last financial year. Obviously it’s at pains to stress the generally low numbers of complaints across the network (2.27 complaints per 100,000 journeys on the tube, for example, and 2.22 complaints per 100,000 journeys on buses).

We think it gets more interesting if we dig a little deeper. The Cycle Hire clearly had a massive problem with incorrect charges last summer, with over 500 complaints in one four week period alone. TfL cites a software update in September 2011 for reducing complaints over the rest of the year. Let us know in the comments if your experience tallies with the stats.

On buses, it’s driver behaviour that makes most passengers see red, with rude drivers, bad driving and not stopping making up 40-50% of complaints. The only thing that seems to piss people off on the Docklands Light Railway is the ticket machines: at least 50% of all complaints each period are about them. London Overground continues to perform admirably compared to other train operating companies: across the year, the Overground received 11 complaints per 100,000 journeys. Southeastern had 52 complaints per 100,000 journeys, Southern 130 (they had a really bad first quarter), c2c 41 and South West Trains 43.

London’s most satisfied travellers seem to be riverboat users. Some months, not a single complaint was filed. Clearly we all need to start messing about on the river.

You can read the full report (PDF) – it’s Appendix 1 – on TfL’s website.

Photo by HoosierSands from the Londonist Flickr pool

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  • Saddened of South London

    Twice in the past twelve months I’ve had a bus driver threaten me with violence after a minor disagreement, I know their jobs are hard and stressful but it’s pretty depressing nonetheless.

    • Andy Brice

      They must have to put up with a lot of aggravation, but many of them seem to develop a “me versus the passengers” mentality and take it out on all the wrong people. I’ve seen so much awful behaviour which would surely get a person instantly sacked from any other service role.

  • Olly

    Surely this says more about how difficult it is to complain rather than the quality of TFL services?

  • Andy Brice

    With regards to bus drivers being seemingly so reluctant to stop. I think many of them need reminding that the objective of their job is to transport passengers, not simply to move the vehicle itself.

  • Signal Failure

    Bah! Everyone hates TfL, they just won’t give us a convenient way of complaining. Sgnal Failure takes the fight back to them:

  • Lucy

    elyzels hutchinson