FOI request detail

How many complaints about disability access to busses has TFL received?

Request ID: FOI-0008-1718
Date published: 16 May 2017

You asked

Ideally by month, for the last 6 months. I would like to know how many complaints TFL has received. Specifically, the ones involving disabled people about being denied access to a bus for any reason.

We answered

Our ref: FOI-0008-1718

Thank you for your request received by Transport for London (TfL) on 1 April 2017 asking for information about complaints regarding disability access on buses. I am sorry for the delay in replying.

Your request has been considered under the requirements of the Freedom of Information Act 2000 and our information access policy. I can confirm that we do hold the information you require.

London has the most accessible bus fleet in the world with each of its 8,600 buses being low floor, wheelchair accessible and fitted with a ramp. However, we are always looking at how we can improve accessibility further, and welcome any feedback which will enable us to improve services on the our network and give a greater choice of travel options. We have also recently introduced ‘Hello London’ a two day training course which all London’s bus drivers are currently participating in. This training seeks to improve the customer experience and addresses issues such as how to best manage the wheelchair priority area where a wheelchair user and buggy owner wish to use this area plus a section about effective use of the PA system to reinforce this message.

Please see the attached spreadsheet showing the number of bus complaints received which were recorded as relating to accessibility issues for the period 1 September 2016 - 31 March 2017. These are shown by month and by the reasons customers contacted us.

As you will see from the categories, these relate to accessibility issues in general. We do not specifically record ‘incidents of ‘disabled people being denied access to a bus for any reason’, however the category nearest to this would be ‘Driver refusal to admit wheelchair’. It would always be the case that if a wheelchair user wanted to board a bus that wasn’t already full of passengers, we would expect the driver to stop and deploy the ramp.

If this is not the information you are looking for, or if you are unable to access it for some reason, please do not hesitate to contact me.

If you are not satisfied with this response please see the attached information sheet for details of your right to appeal.

Yours sincerely

Graham Hurt
FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London


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