Our purpose is to keep London working and growing and make life in the city better. Every journey matters to us and we do all we can to make sure the transport network is safe, reliable and fit for the future.
We are funded by fare and tax payers and by commercial revenue from property and advertising. Every penny of our income is reinvested in transport. Because of this, there is no 'retained profit'.
We welcome your feedback and suggestions. When you contact us you can expect:
We're committed to resolving your enquiry the first time you contact us.
We will acknowledge all contacts within two working days and aim to provide a full response within ten working days.
If we need more time to investigate your enquiry, we will let you know how long it will take and keep you updated on the progress of your case.
We aim to satisfactorily resolve your complaint the first time you contact us.
If you feel that we could have handled your feedback in a better way, we would like to know. Please contact us and one of our managers will conduct a full review and get back to you.
If you have been through our complaints procedure and are still dissatisfied, you can appeal to an independent body set up for this purpose.
If your complaint is about public transport, you should contact London TravelWatch.
If your complaint is about streets and traffic, you should contact the Local Government Ombudsman.
These bodies do not normally deal with appeals relating to:
Special arrangements exist for these.
Customer services can help with general enquiries including ticketing and journey planning on all methods of transport. The team can also help with complaints.
Find out how to contact us on our Help & contacts page.
If you or someone you know has been injured during, or affected by, a serious incident involving our services, we offer comprehensive help and support via The Sarah Hope Line.
Contact the Lost Property office by:
Some of our services have specific standards and commitments:
We promise to give you the best value ticket for your journey.
For most customers, using pay as you go with a contactless payment card or an Oyster card is best for value, flexibility and convenience.
You can also buy paper tickets for single journeys, Day Travelcards or group travel.
Find out more about fares, payments and refunds including best value tickets.
We commit to providing a high standard of personalised and integrated live information at every stage of your journey, to make you aware of any delays and disruptions and provide alternative travel advice, when possible.
Wherever possible, we make our operational data available for developers to use in their own software and services. We encourage developers to use these feeds to present customer travel information in innovative ways. Currently, 62 of our open data feeds are used in hundreds of smartphone applications.
London has one of the most accessible transport networks in the world and we are committed to making the network even more accessible for our customers. Our 'Come on Board' video shows what it's like travelling in London and the facilities and assistance available.
Find out more about accessible transport including our guides and maps, how to get help from staff and our equality policies and future plans.
The safety of our customers, staff and contractors is always our first priority and we never compromise the safety of the service we provide. You can help us by reporting unattended bags or suspicious activity to staff or a police officer.
Transport crime and antisocial behaviour are among our key priorities and we operate a number of anti-crime measures across the network.
We want everyone to feel safe and secure on our network. If you have been a victim of a crime on the transport system, or experienced antisocial behaviour, you can report it in a way to suit you.
We are committed to protecting your personal information when you use TfL services. We sometimes need to collect your personal information so that we can provide you with the full range of our services and carry out our statutory functions. You can find out more about our obligations and your rights under the Data Protection Act 1998 on our Privacy section.
We are committed to providing a reliable service by reducing delays and improving the way we prevent and respond to incidents.
Our reliability performance can be found in our Quarterly Progress Reports and we have performance data for all of our transport services:
All of our transport services will be clean and comfortable.
We are also committed to reducing the impact of transport on the environment and run a number of initiatives to tackle climate change, encourage cycling and walking, make London's air cleaner and address noise pollution.
We want to contribute to a better quality of life for Londoners, now and in the future.
Sustainable transport is central to the way we work. The Mayor's Transport Strategy sets out our goals to deliver sustainable transport by maximising the environmental, social and economic benefits of our operations and minimising the negative impacts.
We don't make a profit because we reinvest all our income to run and improve your services. This allows us to upgrade stations and bring in new trains, tubes and buses to continually improve capacity and reliability. We are making the biggest investment in a generation to improve roads and streets for drivers, cyclists and pedestrians.
We put customers at the heart of everything we do and are committed to improving performance and customer satisfaction.
We run a number of surveys by randomly selecting customers for interview after they have completed a journey on either public transport or on the roads.
Across all transport, we aim to get at least 80 out of 100 for customer satisfaction and to improve these scores.
Look at our Quarterly Progress Reports for the latest performance figures.