TfL Ref: FOI-2539-1617

Thank you for your email received by us on 10 March 2017 asking for information about overcrowding at ticket barriers. Please accept my apologies for the delay in responding to you.

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 some of the information you require. You asked:

Also from a freedom of information perspective, can you confirm if these incidents are being reported to management, and also how often

The incidents are raised each day by way of Electronic Incident Report Forms (EIRFs).  The gates are left open most week days during AM peak hours (approximately 0800-1000). 

Over the last year have the staff turned off and opened the ticket barriers during morning rush hour due to overcrowding concerns

We have introduced an ‘auto complete system’ which enables customers to exit the gates without the need to touch their cards out. The system then automatically completes the journey to St. Paul’s, getting the information from tracking the history of the users’ card.

The normal configuration for the St. Paul’s escalators during the AM Peak (0730-0930) from the mid circulating area and out the station is for them both to be in the up position, this helps to feed the large numbers upstairs and out of the station. The only way to enter the station during this time is by way of fixed stairs. During the PM Peak (1600-1830) the escalators from ticket hall down to mid circulating area are configured as one  up and one down with fixed stair used either direction.

(and also how many times has the 2nd up escalator been turned off for the same reason)?

The escalator gets ‘strapped off’ from the bottom stopping people using it for small periods in order to control crowds upstairs however, these are not logged as they happen quite often and can last for 20 seconds sometimes.

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

Paulina Tuffour
FOI Case Officer

FOI Case Management Team
General Counsel
Transport for London