FOI request detail

Bus complaints

Request ID: FOI-1021-2021
Date published: 22 September 2020

You asked

What is the average number of bus complaints for the calander year of 2019.

We answered

TfL Ref: FOI-1021-2021

Thank you for your request of 8th September 2020 about bus complaints.

Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy. 

Specifically you asked:

What is the average number of bus complaints for the calender year of 2019”.

On 11th September 2020 you clarified that the question relates to the average number of complaints received per route.

In 2019 TfL received a total of 65,996 complaints about buses. There are about 700 bus routes operated under the TfL banner. Therefore, the average number of complaints received per route is 94.2 (65,966 divided by 700). Note that this is a somewhat crude measure, and the actual number received for individual routes will depend on a number of factors, including the number of miles operated by that route, passenger numbers, performance and any specific local issues.

If this is not the information you are looking for please do not hesitate to contact me.

On a more general matter, please note that the impact of current circumstances on TfL’s resources means we are not able to answer FOI requests readily and we ask that you please do not make a request to us at present.

Answering FOI requests will require the use of limited resources and the attention of staff who could be supporting other essential activity. In any event, please note that our response time will be affected by the current situation.

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,

David Wells

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

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