Request ID: FOI-0092-1819
Date published: 30 April 2018
Follow-on from FOI-4940-1718:
Of the 283 journeys which were not completed, how often were passengers told that another bus would come and when? As a bus fails to go to its destination most days(7/9) should you not have a strategy by which passengers are informed when/if another bus is going to the destination, and when it is likely/scheduled to arrive? I was abandoned on a route I didn't know with no indication that another bus was coming that day.....does Stagecoach have no health and safety requirements when passengers (especially vulnerable disabled pensioners like myself) are left in the middle of nowhere with no indication of whether there will be another bus that day? A transfer voucher ( not offered though irrelevant) is not a lot of use if there isn't another bus. Perhaps you could send me the relevant sections of the Big red Book and tell me what guidance the driver should have followed, and why he ignored it.
Our Ref: FOI-0092-1819
Thank you for your request received on 11 April 2018 asking for further information about the curtailment of route 215.
Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy. I can confirm we hold some of the information you require. You asked for:
Of the 283 journeys which were not completed, how often were passengers told that another bus would come and when? As a bus fails to go to its destination most days(7/9) should you not have a strategy by which passengers are informed when/if another bus is going to the destination, and when it is likely/scheduled to arrive?
We do not hold this information. Buses are not usually curtailed unless there is one close behind. The driver can advise that there is a service “x” minutes away. If this does not happen a complaint is made then this would dealt with the management at the relevant garage, whereby they would identify this staff member and take the relevant action.
Curtailments should take place at bus stops, and we have our online Countdown information available to all to show when the next service is scheduled to arrive:
Perhaps you could send me the relevant sections of the Big red Book and tell me what guidance the driver should have followed, and why he ignored it.
Please find attached the section from the Big Red Book pertaining to curtailments. Drivers should use the pre-recorded iBus “change of destination” message and ask that anyone using a Oyster Card/ Contactless Payment Card come and see them to collect a transfer voucher. However as the Hopper Fare is in place that allows unlimited bus and tram journeys in one hour for the price of one, this announcement will be slightly different. The instructions do not say that the driver has to mention when the next service is going to be arriving – this is down to driver choice.
Why the driver did or did not make an announcement is something that would have been addressed by the operator in an interview. They would check if an announcement was made and if not, then they would take the necessary action to ensure such behaviour is not repeated.
The Hello London training is focusing on key aspects like this – trying to get drivers to use the PA systems more to inform/ advise customers of changes to journeys and how to complete them. Drivers have been and will continue to attend workshops to help improve the quality of customer service being provided.
If this is not the information you are looking for, or if you are unable to access it for some reason, please feel free to contact me.
Please see the attached information sheet for details of your right to appeal as well as information on copyright and what to do if you would like to re-use any of the information we have disclosed.
FOI Case Officer
FOI Case Management Team
Transport for London
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