Our ref: FOI-1951-1617
Thank you for your email received on 10 January 2017 asking for information about complaints relating to services for disabled/ mobility impaired passengers. I am sorry for the delay in replying.
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.
Please see the attached spreadsheet for the information requested in your questions (A) – (D). By opening up the various headings you can view the numbers of complaints logged for each year and each type of transport by subject category.
Please see the table below in answer to your question (e). This provides data on journeys made using a Disabled Freedom Pass; we do not hold information on the number of journeys that may have been made by disabled people using other ticketing products.
| Year | Disabled Freedom Pass Rail journeys (incl. NR) (m) | Disabled Freedom Pass Bus journeys (m) | Total Disabled Freedom Pass journeys (m) |
| 2013 | 13.0 | 65.4 | 78.4 |
| 2014 | 13.6 | 66.6 | 80.1 |
| 2015 | 13.7 | 61.8 | 75.5 |
| 2016 | 13.9 | 59.8 | 73.7 |
In answer to question (f), the total number of journeys made on our services is shown below:
| Year | Total Rail journeys (TfL services only) (m) | Total Bus journeys (m) | Total journeys (m) |
| 2013 | 1,516 | 2,343 | 3,860 |
| 2014 | 1,557 | 2,402 | 3,959 |
| 2015 | 1,682 | 2,361 | 4,044 |
| 2016 | 1,737 | 2,250 | 3,987 |
We are always looking at how we can improve accessibility and welcome any feedback which will enable us to improve services on our network and give a greater choice of travel options. All our station staff and bus drivers undergo disability equality training, designed with disabled people. And we are committed to improving the network even further and are investing an additional £200 million over the next five years. We operate a turn-up-and-go assistance service on London Overground and TfL Rail, as well London Underground, that means that those who need assistance can arrive at stations and have staff help them with boarding and alighting without having to book in advance. All of London's buses, taxis, trams, the Emirates Air Line, many boats and some private hire vehicles are also fully accessible.
If this is not the information you are looking for, or if you are unable to access it for some reason, please do not hesitate to contact me.
If you are not satisfied with this response please see the attached information sheet for details of your right to appeal.
Yours sincerely
Graham Hurt
FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London
