Transport for London (TfL) plays a crucial role in the daily commuting of millions of passengers across the capital, handling over 3.56 billion passenger journeys in 2023/24. With such a high volume of services, customer complaints are inevitable. However, TfL remains committed to listening to passenger concerns, addressing issues promptly, and implementing improvements to enhance the quality of service.
In line with its transparency commitments, TfL has published detailed data on customer complaints through a Freedom of Information request (FOI-2798-2425). This data not only outlines the total complaints received each month but also highlights the key areas of dissatisfaction, providing valuable insights into recurring issues across various categories. Below is a more detailed look at the most complained-about issues from January 2023 to December 2024.
Key Complaint Categories: Overview
The complaints received by TfL were recorded under several broad categories, with the following emerging as the most frequently reported:
- Fares and Ticketing (CPC) and Billing/Charging Issues
- Staff Behaviour (Including Driver Issues)
- Service Performance (Including Delays, Gaps in Service, and Service Failures)
- Accidents, Safety, and Security
- Oyster and Contactless Card Issues (Including Photocards and Missing Touching-in/out)
Detailed Complaint Analysis by Category
1. Fares and Ticketing (CPC) – Billing and Charging Issues
One of the most prominent sources of customer complaints across the entire period was billing and charging issues under the Fares and Ticketing (CPC) category, particularly related to disputes over amounts displayed or billed incorrectly. Issues with this category were consistently high, often surpassing 2,000 complaints per month in the first half of 2023 and peaking at 3,203 complaints in November 2023.
This category includes issues such as:
- Billing disputes: Where passengers contest the amount charged or discrepancies in charges compared to their journey.
- Charges not properly displayed or communicated: Instances where customers found unclear or inconsistent billing data displayed on their accounts.
Top Months for Billing/Charging Issues:
- November 2023 – 3,203 complaints.
- October 2023 – 2,547 complaints.
- March 2023 – 1,951 complaints.
2. Staff Behaviour (Driver Issues)
Complaints related to staff, particularly drivers, were another frequent concern, spanning issues with bus, train, and tube operators. These complaints included concerns about refusal to pick up passengers, poor or dangerous driving, and rude or inappropriate behaviour.
- Refuse Pick Up: Passengers frequently reported incidents where drivers refused to stop at designated stops or failed to allow passengers to board.
- Poor/Dangerous Driving: Complaints of unsafe driving, particularly by bus or train operators, were also common.
- Inappropriate or Rude Behaviour: This involved complaints about staff attitude, ranging from lack of courtesy to outright rude conduct.
Top Months for Staff Behaviour Complaints:
- January 2024 – 900 complaints related to refuse pick up.
- June 2024 – 645 complaints related to poor/dangerous driving.
- March 2023 – 569 complaints regarding poor/dangerous driving.
Staff-related complaints were notably prevalent in the months of January, March, and May of 2024. These issues tended to align with peak travel periods, suggesting a potential link to service pressures during high-demand times.
3. Service Performance (Delays, Gaps, and Service Failures)
The Service Performance category was consistently one of the top complaint areas throughout the year, with delays, gaps in service, and failures to arrive being the predominant issues. These complaints often cited:
- Service delays: Passengers reported significant delays, often leading to inconvenience and disruption.
- Gaps in service: Instances where there were long waits for trains, buses, or tubes, particularly at times when passengers expected a more frequent service.
- Failure to arrive or complete journeys: This involved services that failed to reach their intended stops or were terminated early, affecting passengers’ plans.
Top Months for Service Performance Complaints:
- September 2023 – 1,023 complaints regarding service delays.
- January 2024 – 1,191 complaints related to service delays.
- November 2023 – 1,478 complaints, marking the peak for delays.
The recurring nature of these complaints highlights persistent challenges in managing the punctuality and reliability of TfL services, particularly during periods of high demand.
4. Accidents, Safety, and Security (Injury Claims)
Another category with frequent complaints was accidents, safety, and security. This covered incidents involving injuries to passengers, with many complaints related to on-board accidents. While the overall number of complaints was lower compared to those related to fares and delays, safety concerns were still significant, with passengers expressing dissatisfaction regarding the management of accidents and the handling of claims.
Top Months for Safety and Accident Complaints:
- October 2023 – 287 complaints related to injuries from accidents.
- June 2023 – 332 complaints.
- May 2023 – 318 complaints.
5. Oyster and Contactless Card Issues
The Oyster and Contactless category also generated a substantial number of complaints. Passengers often faced problems related to photocard applications, missing touch-ins or touch-outs, and issues with personal accounts.
- Photocard Applications: A significant number of complaints involved delays or problems in the application process for Oyster photocard holders.
- Missing Touch: Instances where passengers' touch-ins or touch-outs were not recorded, leading to billing issues.
Top Months for Oyster and Contactless Card Issues:
- November 2024 – 3,160 complaints related to Oyster issues.
- October 2024 – 2,617 complaints related to Oyster.
- January 2024 – 779 complaints related to photocard applications.
Trends and Insights: January 2023 to December 2024
Several key trends can be observed in the data:
- Consistent Billing/Charging Complaints: Billing issues under the Fares and Ticketing (CPC) category were the most significant source of complaints, with a noticeable peak in late 2023 and 2024.
- Staff Behaviour: Issues related to driver conduct, such as refusal to pick up passengers and dangerous driving, were frequently highlighted. Staff-related complaints fluctuated but remained consistently high across all months.
- Service Performance: Service delays and service gaps emerged as a common concern, particularly in months with increased commuter demand or disruptions to regular services.
- Accidents and Safety: Although fewer in volume, concerns about safety incidents and injury claims were a notable source of distress among passengers.
- Oyster/Card Issues: Problems related to Oyster cards, particularly with the photocard application process, were a recurring theme in complaints.
TfL's Response and Actions
TfL emphasises its commitment to addressing complaints swiftly and effectively. It has implemented numerous initiatives aimed at improving service reliability, enhancing communication with passengers, and ensuring staff conduct meets the highest standards. Remedial actions are taken for issues raised, particularly in relation to staff behaviour, service performance, and customer satisfaction.
In sum, the complaint data for 2023/24 highlights areas where TfL must focus attention to improve operational efficiency, staff training, and customer service. Continuous feedback from passengers remains an essential tool in ensuring that TfL can meet its service standards and maintain its commitment to providing a safe, reliable, and accessible public transport system for London.
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