Our customers

Touch and go

The contactless payment card has become the preferred option for travel for a large, and steadily increasing, number of our customers.

Since its launch in September 2014 on the Tube, trams, DLR, London Overground and most National Rail services in London, we have become the fastest growing contactless merchant in Europe.

Find out more about contactless.

Online, and right on the button

Since it was relaunched in April 2014, our re-designed website has received more than 1.2 billion page visits.

Satisfaction levels are higher than they've ever been, largely due to the fact the site is easy to access and responsive to all types of mobile device (76% of Londoners use mobile internet). It's also cleverer - remembering, for instance, customers' settings and their last five journeys.

We also make our travel data available to more than 6,000 app developers and publish travel alerts on a range of social media channels.

The new face of customer service

Our modernisation of London Underground continued, including major improvements to face-to-face customer service.

In February 2015, station staff began moving out from behind ticket windows and into the public areas of stations. They have been equipped with tablet devices loaded with information to help address customer queries on the spot.

These improvements to customer service will continue to be introduced across the network until April 2016.

Find out more about the future of the Tube.

Access all areas

For many disabled and older Londoners, our first transport accessibility show, Access All Areas, was an opportunity too good to miss.

More than 1,500 turned up to the free event, held at ExCeL in October 2014, believed to be the biggest of its kind ever held in the UK.

It highlighted some of the latest and most advanced technology, from 'talking' bollards to our own Innovation Bus, which tells passengers when, for example, there are empty seats upstairs to allow more room for wheelchairs downstairs.

In a survey afterwards, 94% rated it good or very good, and 90% felt we were making it easier for them to get around.