Should there be a London Transport Passengers’ Charter?

December 2nd, 2014 | Posted by Gordon Deuchars in Consultations | London | Older People | Transport | Uncategorized

Would it be a good idea to have a Passengers’ Charter for everyone who travels on London public transport? Next Monday 8 December the London Assembly Transport Committee is discussing this and I’ve been asked to be on the panel. What do you think of the proposal?

The idea is that having a Charter would let all passengers know what they have a right to expect. It would include things that happen on a good day, like bus drivers being considerate and allowing people time to sit down, and establish these things as a standard that should happen all the time. Arguably Transport for London is already making quite a bit of effort to improve customer service, but it is not very clearly communicated and many people don’t know. On the other hand you might think that all the passenger charters in the world don’t make the service a good one if there isn’t proper training and enforcement.

If there were a Passenger Charter it would cover all the forms of transport that TfL is responsible for: as well as buses and the Tube, the overground rail services TfL is responsible for, and door to door transport like Dial-a Ride.

Do you think there should be a Transport for London Passengers’ Charter or would it be a waste of time? If there were one, what would you like to see included in it?

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3 Responses

  • Vidur says:

    Yes. There should be a Transport for London Passengers’ Charter.

    Transport for London has been making quite a bit of effort to improve customer service. It should continue to do so and not lose its good name by lapses into complacency. Improvements continue to be necessary.

    Quality of service should be the focus: like bus drivers being considerate and allowing people time to sit down, and establish these things as a standard that should happen all the time; care and consideration for elderly people, people with disabilities, people with buggies; ‘kneeling’ -lowering the step at bus stop to make easier for elderly person to get on: better seating at bus stops with better protection from rain and the cold at hospitals, and where frequency of bus is 20 minutes or more.

    ‘Countdown’ signs which tell you waiting time (live) for buses should be at every bus stop. They are not at present.

  • Chin Ong says:

    TFL Passenger Charter is a very idea for Action. The bus drivers must be re train in
    giving good Customer services, be more patience and careful in moving off and stopping the bus at bus stops and traffic lights, for all passengers using the bus.

    We know the drivers are on a time schedule to drive from A to B to F destinations, in conflict with other cars and vans drivers using the same roads. These are the way forward to improve bus drivers conducts, attitude in the near future, so that we all can have pleasant bus journeys to work, shops and visiting friends away from us.
    Keep up the campaign re above customers wants, wishes shelf over the many years ago.



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