Transport for London telephone contact numbers

Meeting: 
MQT on 2019-05-16
Session date: 
May 16, 2019
Reference: 
2019/9223
Question By: 
Andrew Dismore
Organisation: 
Labour Group
Asked Of: 
The Mayor

Question

Do you agree that it is important that Transport for London maintain a working telephone system for complaints, for those who do not have access to email, or would prefer to speak to someone? What then is the best customer contact number, and how do you rate performance for handling calls?

Answer

Transport for London telephone contact numbers

Transport for London telephone contact numbers

Answered By: 
The Mayor

Transport for London (TfL) provides customers with a variety of ways to get in contact. If a customer prefers to speak to an advisor, TfL has a telephone line available 24 hours a day, 7 days a week. The telephone number is 0343 222 1234 and all calls will be charged at a local rate – which is often free on many tariffs. Alternatively, TfL’s online tools allow customers to self-serve with minimal effort. These include the TfL website, TravelBot and Social Media. 

The quality of TfL’s interactions with customers is assessed internally by line managers against a quality framework. The contact centre quality is also measured independently by a mystery shopping company who assess the interaction against the industry standards. This measure is included in the TfL performance scorecard.