TfL Helpline

Meeting: 
MQT on 2008-10-15
Session date: 
October 15, 2008
Reference: 
2008/2257
Question By: 
Navin Shah
Organisation: 
Labour Group
Asked Of: 
The Mayor

Question

I have been contacted by a constituent who called the TfL helpline on Sunday 28th September to be told that his call could not be answered due to a high number of calls. Is Sunday afternoon a peak period for calls to the helpline? As a percentage, how many calls do TfL fail to answer, and what are they doing to correct this?

Answer

Answer for TfL Helpline

Answer for TfL Helpline

Answered By: 
The Mayor

The Travel Information Contact Centre (TICC) operates a local rate, 24 hour telephony service providing information and support for Transport for London (TfL) services. The TICC has sixty channels available for calls. Additional calls cannot be taken and are diverted to a message centre, giving an explanation and alternative source for information (TfL website). The frequency of calls diverted is low; with the average for 2008 under one percent. On the 28th September major engineering works on several London Underground (LU) lines meant the volume of calls received was significantly higher than forecast; the second-highest during the previous six months. I am sorry if the passenger concerned was inconvenienced. I do hope that they tried calling again or sought assistance through other TfL channels such as the internet, teletext or SMS services, or personal assistance from the walk-in Travel Information Centres or LU station staff. TfL is investing heavily in all areas of service and are currently reviewing all customer service centres with a specific focus on telephony.