Passengers Refused Boarding onto London Buses

MQT on 2014-03-19
Session date: 
March 19, 2014
Question By: 
Caroline Pidgeon
Liberal Democrats
Asked Of: 
The Mayor


On average how many passengers a day are refused boarding onto a London bus because it is already full? 


Answer for Passengers Refused Boarding onto London Buses

Answer for Passengers Refused Boarding onto London Buses

Answered By: 
The Mayor

While it's not monitored directly - it would be very difficult to do this - less than 2 per cent of the complaints that TfL receive are about capacity and crowding.  This amounted to 988 complaints for the year 2013, which is a rate of 0.05 per 100,000 journeys.

As you know, TfL monitor passenger demand thoroughly in a variety of ways, including surveys, smartcard data, and reviews of customer and stakeholder feedback.

Over the last three years there have been approximately 6,900 route-level surveys of loadings at busy points and over 600 surveys of passenger origins and destinations.

TfL uses this information to regularly respond to changes in passenger demand.  For example, in 2013 there were around 50 changes to routes to increase capacity (including peak time frequency increases, night time frequency increases, and conversion to double-deck operation and route extensions).

TfL is also looking at the possibility of using Oyster and iBus data to provide information on busyness as requested by the recent Assembly report.