13 bus

MQT on 2017-12-14
Session date: 
December 14, 2017
Question By: 
Andrew Dismore
Labour Group
Asked Of: 
The Mayor


Despite reassurances from you by way of answers to MQs and from TfL in response to correspondence, the problems of the 13 bus continue as they have for many months now. I am still receiving complaints of fast and jerky bad driving by the drivers, unreliable and intermittent services, not stopping despite having a hand out to stop the bus, missing bus stops despite ringing the bell, and the poor design of the busses with inadequate seating. When will these problems be resolved, if ever?


Answer for 13 bus

Answer for 13 bus

Answered By: 
The Mayor

Transport for London (TfL) takes all complaints very seriously, and is working with the bus operator of route 13, Tower Transit, to improve the service. TfL has undertaken independent assessments via its mystery traveller surveys, where inspectors travel on the route and record how the service is being operated, and these results show scores are improving.  In addition, the number of driver-related customer services complaints received by TfL has more than halved over the last three periods.

Reports of route 13 buses not stopping when a customer signals for the vehicle continue to be tackled through customer experience training and specific feedback. It is the case that sometimes a bus may be full and therefore unable to stop, and this may not always be obvious to customers. TfL is investigating options for improving how it communicates this.

The current actions put in place by Tower Transit include managers spending a day on route 13 to engage with drivers, discuss any issues experienced, and provide support and feedback as necessary. Tower Transit has also appointed agency AA Drivetech to conduct internal driving assessments on this service and others to identify areas where improvement is required, and has created a new Business Operations Manager position, whose duties include monitoring customer experience.