Our ref: FOI-0921-2425

Thank you for your request received by Transport for London (TfL) on 10 June 2024 asking for information about the Elizabeth line.

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. You asked:

Since the introduction of the Elizabeth Line 

Which station on the line is the busiest.

In accordance with section 21 of the FOI Act, we are not obliged to supply you with a copy of the requested information as it is already accessible to you elsewhere. Please see the answer to a similar request published on the FOI pages of our website via the following link, which provides the requested data: https://tfl.gov.uk/corporate/transparency/freedom-of-information/foi-request-detail?referenceId=FOI-0600-2425

Also in terms of customer satisfaction 

Are passengers pleased with the service.

Yes, the Elizabeth line delivers the highest customer satisfaction score of all TfL modes. Our current survey result was 80.8% which is consistent with performance across 2023/24.

What are customers telling you which is positive 

Customers like the frequency of the trains and the reduction in journey times has had a positive impact on people’s lives. Customers like the addition of 4G to stations to stay connected and we also receive a lot of positive feedback about our colleagues across the route. We have received 293 commendations for colleagues in the last twelve months. Many customers are able to use the Elizabeth line more freely due to the addition of lifts across the route, step free access and Turn-up-and-go (TUAG) service. Customers feel safe on the Elizabeth line and rate our cleaning at stations and on train highly.

And what are customers asking to be improved.

Service disruption is the biggest area to focus on. Disruption caused by infrastructure on the Western route has been a huge frustration, however Network Rail have plans to fix issues as part of the Thames Valley Performance Improvement Plan, but it will take several months of work for customers to really notice the benefit. Customers have fed back that they would like more information about services when we are in disruption, with more opportunity to plan where possible. With this in mind improvements have been made to our Customer Information screens and work continues based on our customer and colleague feedback.

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

Yours sincerely,

Tahsin Prima

FOI Case Officer

General Counsel

Transport for London