Examining Transport for London’s Customer Complaints: Key Insights from 2023 and 2024

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.

Mayor Announces 2025 TfL Fares Package: London Bus and Tram Fares Frozen, Tube and Rail Fares to Rise by 4.6%

A mix of good and bad news.

The good news is that London bus and tram fares will remain frozen in 2025, while the bad news is that Tube and rail fares will rise by 4.6%, in line with the National Rail fare increase.

From Greater London Authority

Mayor announces TfL fares package for 2025, with a freeze to bus and tram fares

A Response to Daniel Timms’ Proposal on Scrapping Tube Fare Zones

In response to Daniel Timms' suggestion to scrap London's Tube fare zones and introduce distance-based fares in kilometres, there are several key points to consider that highlight the potential confusion and difficulties for various groups of passengers. He published his suggestion on The Londoner website, which can be found here. While the idea of distance-based pricing may seem appealing at first glance, it overlooks the significant impact this could have on passengers who rely on the current fare system, particularly those using Oyster Pay-As-You-Go (PAYG) and contactless payment methods.

Why Distance-Based Fares Could Cause Confusion

TfL Accepts 5-10 and 11-15 Zip Oyster Photocards Until 31 December 2024 Amid Cyber Security Incident

Zip Oyster Card - TfL

Transport for London (TfL) has announced that children with expired 5-10 or 11-15 Zip Oyster photocards can continue to use their cards until 31 December 2024. This measure comes as TfL deals with a cyber security incident that has prompted an extensive investigation into the potential access of customer data.

TfL Reveals an Update on Integrating Oyster Smartcards on Digital Wallets (Apple and Google Wallets)

As various transport systems around the world have integrated their smartcards to digital wallets such as Apple and Google Wallet/Pay. A Freedom of Information request to Transport for London (TfL) has revealed an update on integrating their Oyster smartcards to digital wallets.

I refer to my previous article where the Labour Mayor Sadiq Khan pledged in his 2024 election manifesto to bring concession Oyster cards to digital wallets.

Fact Check: Disabled And Older People's English Bus Pass (ENCTS) Users Are Valid On London Buses

Last updated - 24th July 2024

A page from the Big Red Book on the ENCTS passes.

In this article, I will mention the use of disabled and older person's English National Concessionary Travel Scheme (ENCTS) passes for bus services in London.

The purpose is to raise awareness that the ENCTS passes, which are issued by the English local authorities throughout England, are valid for travel on London's red buses despite the Electronic Ticket Machine (ETM) not reading them. Instead, the guidances below states that the user can show the ENCTS pass to the driver in London.

Here are the texts from the Transport for London (TfL) website:

Transport for London Confirms They Are Still Selling Bus Saver Tickets

A page from the 2019 Big Red Book on Bus Saver Tickets

A Freedom of Information request made to Transport for London (TfL) has confirmed they are still selling the Bus Saver Tickets.

Request ID: FOI-0096-2425
Date published: 23 April 2024

Question 1. What is the requirement to obtain the bus saver tickets?

Why is Creativity in Public Transport Important, Including Bus Route Planning and Branding?

Catch The Changes - Different coloured London Buses during the early 1990s

In this article, I will be explaining and referencing my previous articles on why transport authorities need to bring in more creativity to help improve their brand, make their services more attractive, and make wayfinding easier.

The One Day Travelcard Is Saved!

I know this news is slightly overdue, but I would like to specifically mention on my website that the One Day Travelcard is saved as Transport for London (TfL) and the Rail Delivery Group, which represents the train operating companies, agreed to retain the One Day Travelcard.

Rail Delivery Group:

Rail Delivery Group, Department for Transport and Transport for London reach agreement to save Day Travelcards for train passengers

Train companies, represented by Rail Delivery Group (RDG) and Transport for London (TfL) have reached an agreement which means Day Travelcards can continue to be bought by customers as part of their train tickets to London.  

List of London Bus Routes Accepting Certain Non-TfL Tickets, National Rail’s PlusBus and English National Concessionary Companion Passes (2023)

A Freedom of Information request to Transport for London (TfL) reveals that London Buses accept certain non-TfL tickets and concessionary companion passes for bus routes that are usually outside the Greater London boundary. Unfortunately, TfL does not publicise this on their Bus and Tram fares page. There’s also no information regarding the use of English National Concessionary Companion Passes on the free and discounted travel page on the TfL website.

All track work completed at London Bridge railway station and progress report on Rail Ticketing

Network Rail has announced the completion of track work around London Bridge station as part of the Thameslink Programme.

From Network Rail

Network Rail’s Thameslink Programme has reached another crucial milestone ahead of the New Year with the completion of all track work around London Bridge.

The infrastructure is now in place around the striking new station, ready to be brought into use on 2 January 2018 following ten days of major re-signalling, during which there will be major changes to services and line closures affecting London Bridge and other London stations.