FOI request detail

Freedom of Information request - Transport for London (TfL) Travel Information Line Disability and Elderly Help Options Removal

Request ID: FOI-2023-2324
Date published: 26 September 2023

You asked

Dear Transport for London Ostensibly, disabled callers and users may access the Transport for London (TfL) Travel Information Line by dialling 0343 222 1234 + Option 3 + Star Key + Star Key, usually. However, it appears that in fact the option and any utility for disabled users is removed by automated diverting of all out-of-hours calls. Please provide a machine readable table in more than one of the most commonly available file formats comprising the following information for 9 September 2023: 1. The availability and precise number of human call handlers 'manning' (and/or assigned to) the TfL Travel Information Line in respect of elderly and disabled users/callers for each hour of each day during its operational hours, stating those hours; 2. The precise number of waiting callers for each hour, if possible differentiating those who had selected any key option providing help to the disabled and elderly; 3. The precise number of calls disconnected or unanswered for any reason, stating the reason if known; 4. The actual average waiting time each hour as opposed that announced by the automated system; 5. The actual call durations in each case where the call got through to a human call handler; 6. The actual call durations of every call connected to the system or placed in a call queue regardless of reaching a call handler; 7. The relevant targets; and 8. The relevant Key Performance Indicators (KPIs). Respectfully

We answered

TfL Ref: FOI-2023-2324

Thank you for your request received by Transport for London (TfL) on 9 September 2023 asking for information about TfL’s Travel Information Line.

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

Unfortunately we do not hold the information you have requested as TfL’s travel information helpline is merged with a number of different telephony schemes, and therefore we are unable to report independently on travel information calls.

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

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