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.