343 Bus

Meeting: 
MQT on 2013-05-22
Session date: 
May 22, 2013
Reference: 
2013/1708
Question By: 
Valerie Shawcross
Organisation: 
Labour Group
Asked Of: 
The Mayor
Category: 

Question

How many complaints of any kind have been received about the 343 bus since April 2010? Please break them down by topic in a table? What is the most common complaint about this bus service?

Answer

Answer for 343 Bus

Answer for 343 Bus

Answered By: 
The Mayor

Since April 2010, there have been 508 complaints about route 343 and 21 about route N343 (529 in total). The table below shows the breakdown of the 529 complaints.

Driver - Attitude/Behaviour

81

Driver - Failure to Stop/Not Picking Up

72

Driver - Poor Driving

67

Timetable - Frequency/Gaps in Service

45

Driver - Refusal to Stop/Open Doors

21

Delays - Reliability of Service

19

Capacity & Crowding

17

Driver - Engine run on stand

17

Driver - Fares Issue

13

Delays – Curtailment

12

Driver - Customer Service

10

Other categories

155

Total

529

While this represents a rate of only about 2.4 complaints per 100,000 journeys, as you are aware TfL is looking at the effect of growing demand and capacity pressures on the service, and is working on further options to address this.

The complaints relating to driver issues are being addressed by TfL and the operator, and this route has shown an improvement in recent months.

The 155 complaints in the 'other' category relate to, for example, position of a bus stop, lost property and vehicle vibration. Each of these separate categories (there are over 50) account for fewer than ten complaints each. In addition, and not included above, nine commendations were received, seven of which commended the driver.