Request ID: FOI-0864-2425 Date published: 03 July 2024
You asked
Good morning,
Please can you give information into the reasoning for not having a standardised passanger information message for being stopped at red signals on board TfL services?
On the Underground, Overground and Elizabeth line there seems to be inconsistencies over how the driver communicates to passengers that the train is stopped at red signals. Sometimes it is with an automated PA with a linked text messages on the information screens, sometimes a verbal announcement from the driver.
Is there a standard practice TfL requires from its train operators or is there any plan to standardise these messages so as to always include linked text messages for hearing impaired passangers?
We answered
TfL Ref: FOI-0864-2425
Thank you for your request received by Transport for London (TfL) on14 June 2024 asking for information about red signal announcements.
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 the information you require. London Underground, London Overground and the Elizabeth line are all run by separate operating companies. TfL is wholly responsible for the running of London Underground but contracts out the running of London Overground to Arriva Rail London. The Elizabeth line is operated by MTR Elizabeth line (MTREL)). All three operating companies work within slightly different operating parameters, systems and technology.
On London Underground, our Customer Information Standard requires that all our train drivers aim to give a verbal public address (PA) if the train is delayed in a tunnel for 30 seconds or more, or on a platform for 90 seconds or more, due to a red signal or another cause of delay. Performance against this target is tracked every period so we can improve performance.
Due to its age, not all the London Underground train stock currently has the capability to show a scrolling delay message in the carriage. We are in the process of upgrading the Central, Bakerloo and Piccadilly stock and, as we do so, we will be able to achieve more consistency with our messaging.
We are aware of the importance of linking visual messages with PAs for customers with hearing impairments and have written this requirement into the specification for train upgrades (Central and Bakerloo) and new fleet (Piccadilly).
Please see the attached information sheet for details of your right to appeal.
Yours sincerely,
Mary Abidakun FOI Case Officer FOI Case Management Team General Counsel Transport for London
