TfL Customer Service: Next Steps

Transport for London (TfL) handles over 1,300 complaints per week – that’s 70,000 a year.

Image license link.

The London Assembly Transport Committee Deputy Chair, Valerie Shawcross CBE AM, has completed a review [2] of the customer service offered by TfL.

[[{"fid":"46054","view_mode":"default","type":"media","attributes":{"alt":"Valerie Shawcross CBE AM - Are you being served - by London's transport providers?","height":"245","width":"435","class":"media-element file-default"},"link_text":"GLA - BEC Company Template_15062015_Final.xlsx"}]]

The investigation has highlighted a number of inconsistencies;

Why is there not one single customer charter covering all Transport for London services?

London Underground has no customer charter at all.

London Bus services have several different charters covering each bus operating company.

Tramlink, DLR and London Overground have their own, separate customer charters.

Cycle Hire scheme has nothing.

Read the ‘TfL Customer Service: Next Steps’ report attached.

(The Transport Committee published a report on the standard of customer service at Transport for London in January 2012 – this is a follow-up report.)