Central Line - Complaints
Request ID: FOI-1732-1920
Date published: 25 September 2019
You asked
Can you please tell me how many customer complaints you have received since January this year concerning uncomfortable ride quality on the Central line.
We answered
TfL Ref: FOI-1732-1920
Thank you for your email of 6th September 2019 asking for information about the number of complaints TfL has received this year about ride quality on the Central Line.
Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy.
Specifically you asked:
“Can you please tell me how many customer complaints you have received since January this year concerning uncomfortable ride quality on the Central line.”
I can confirm that we hold the information you require, which is shown in the table below. Note that we do not use a specific “ride quality” keyword for logging complaints. The table below therefore shows the complaints that have been received this year (to 10th September 2019) that may reasonably fall under the term “ride quality”, with the nature of the complaint shown for clarity:
|
Explanation Category
|
Explanation Sub-Category
|
Explanation
|
Total
|
|
On-board: Built Environment
|
On-board
|
Temperature - Too hot
|
15
|
|
On-board: Built Environment
|
On-board
|
Other
|
11
|
|
On-board: Built Environment
|
On-board
|
Noise - Non-PA
|
9
|
|
On-board: Built Environment
|
On-board
|
Temperature - Too cold
|
5
|
|
On-board: Built Environment
|
On-board
|
Cleanliness
|
5
|
|
On-board: Built Environment
|
On-board
|
Ambience
|
1
|
|
On-board: Built Environment
|
On-board
|
Lighting
|
1
|
|
On-board: Built Environment
|
On-board
|
Smoking
|
1
|
|
On-board: Built Environment
|
On-board
|
Noise - PA
|
1
|
|
On-board: Built Environment
|
On-board
|
Furniture
|
1
|
|
On-board: Built Environment
|
On-board
|
Health complaint
|
1
|
|
On-board: Built Environment
|
On-board
|
Passenger flow
|
1
|
|
Total
|
|
|
52
|
If this is not the information you are looking for 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,
David Wells
FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London
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