Please can you provide details of the investigations that took place after the following complaint was made about overcrowding on the E8 and 195 bus services. (TfL case reference: xxxxxxxxxx) I would like ascertain how TfL has determined whether or not these services routinely exceed maximum passenger numbers during rush hour.

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TfL Ref: FOI-2488-1920

Thank you for your request of 17^th November 2019 asking for information about the action taken following your complaint about the E8 and 195 bus services.

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

I can confirm that we hold the information you require. Our Customer Services team passed your comments over to our buses Network Planning team to consider. Before agreeing to increase the number of buses or operate larger vehicles, it is necessary to check that the routes are operating reliably so the scheduled number of buses are actually operating during this time period. The Network Planning team have done this, and consider that there are sufficient scheduled buses between 0745 and 0830 to cater for demand, and that any overcrowding experienced by passengers may be down to unreliability rather than an insufficient number of scheduled services. We are aware that the 195 has been failing to meet its performance targets for mileage for the last few periods, with buses being curtailed short of their final destinations or not being run at all. The Network Planning team will ask our Buses Performance Management to investigate these issues further.

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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