FOI request detail

Complaints made against the new electric buses for route 63 as part of Bus Action Plan project

Request ID: FOI-0194-2223
Date published: 23 May 2022

You asked
I request for information under the Freedom of Information Act 2000. Could you release the number of complaints made against the new electric buses for route 63, which is part of your Bus Action Plan project, particular complaints in relation to the design (including comfort, accessibility, aesthetics etc) of the new electric buses on route 63. Could you list the reasons and issues raised by customers for complaining against the new electric buses for route 63? How TFL resolved the complaints made by customers? The time range for my FOIA request start from December 2021 as they were first launched in service, to the most recent possible date.

We answered

TfL Ref: 0194-2223

Thank you for your request received by Transport for London (TfL) on 3 May 2022.
 
Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy.  I can confirm that we hold the information you require. You asked: Could you release the number of complaints made in relation to in relation to the design (including comfort, accessibility, aesthetics etc) of the new electric buses on route 63, which is part of your Bus Action Plan project?
Could you list the reasons and issues raised by customers for complaining against the new electric buses for route 63?  How TFL resolved the complaints made by customers? The time range for my FOIA request start from December 2021 as they were first launched in service, to the most recent possible date.

Information on the recent improvements on buses operating on route 63 can be found on our website using the following link: https://madeby.tfl.gov.uk/2022/02/11/bus-improvements/.

Since December 2021 to end April 2022 we have received 28 complaints about bus route 63.  The list of issues raised based on the comments received are as follows:
 
No window in stairwell therefore too dark
No 2nd Stairwell or 3rd door, dislike interior and seat pattern. Seats too high, dark stairwell
Stair well too dark
Interior design, no 2nd stairwell or 3rd door
No glazed staircase
Interior design, no 2nd stairwell or 3rd door, stairwell to dark, no info screen for Wheelchair users, no hand rails
Seats too big, stairwell too dark
Seats too big can't see info screen, stairwell too dark, no 2nd stairwell or 3rd door
No hand rails or info screen for wheelchair users
Phone holders waste. Seats too big can't see info screen, stairwell too dark, no 2nd stairwell or 3rd door
No 3rd door or 2nd stairwell
No window next to the staircase. Doesn't like the seats. Interior decoration. No second stair well or 3rd door.
Missing window in stairwell, no info screen for wheelchair users
Interior design, no 2nd stairwell or 3rd door, stairwell to dark, no info screen for Wheelchair users
Seats too big, no third door or 2nd stairwell
Seats too high, dark stairwell, no hand rails
Head rest too high, lack of handrails, interior decor, too cramped, no 2nd stairwell or 3rd door
Design not as in publicity photos
Dark stairwell. No 2nd stairwell or 3 door
No handrails on upper deck. Doesn't like the seats - too high, flooring too bright, no window in stairwell
No handrails on upper deck. Doesn't like the seats - too high



Unfortunately there is limited scope to change the features of the vehicles already in service on the route, but we are monitoring all feedback (both positive and negative) to include in future engagement and development work as part of the Bus Customer Action Plan.

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

Yours sincerely


Sara Thomas
FOI Case Management Team
General Counsel
Transport for London

Back to top

Want to make a request?

We'll email you the response within 20 working days.


We'll publish the response online without disclosing any personal information.

Make a request

Something wrong with this request?


If you believe this request is not suitable, you can report it for attention, at foi@tfl.gov.uk