London Underground Customer Information

Plenary on 2004-01-14
Session date: 
January 14, 2004
Question By: 
Graham Tope
Liberal Democrats
Asked Of: 
Ken Livingstone


How useful are service updates on wipe-boards at stations when they don't reflect reality? What is London Underground's definition of a 'good" service? What mechanisms are used to ensure up-to-date and accurate information is circulated on boards, platform announcements, the TfL website and London radio and television media? .


Answer for London Underground Customer Information

Answer for London Underground Customer Information

Answered By: 
Ken Livingstone

The intention is that these boards at all times provide an accurate snapshot of the current network service.LUL defines a "good service" as one running to timetable or with variations that do not constitute barriers to overall reliability. We describe service as "good" even though trains may have been cancelled if the interval between trains has increased only temporarily. The aim is to distinguish between minor variations and delays that should be factored into choosing a different route of travel.Mechanisms used to cascade information are:· - Breakdown Broadcast Messaging Service · - Telephone Calls · - Pagers · - Software systems to update off-system customers via Travel Alerts, LUL/TfL web sites, radio, Teletext, TOC's.

We have a programme of work to improve process, coach staff and optimise use of technology. .