Our ref: FOI-2869-2425/GH

Thank you for your request received by Transport for London (TfL) on 6 December 2024 asking for information about passenger assistance on the Elizabeth Line.

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 some of the information you require.

          1.       Passenger Assistance Records

          •         The total number of passenger assistance requests recorded on the Elizabeth Line for the last three years.

          •         The dates and times when passenger assistance was provided during this period.

This table summarises the assistance provided:-

          2.       Station-Specific Data

          •         The number of passenger assistance requests per station.

          •         The dates and times when assistance was provided at each station.

The attached spreadsheets contain details of Pre-Booked assistance and Turn-Up-And Go assistance. The data has been captured in Calendar Years.

Pre Booked assistance captures all pre-booked assistances via the Passenger Assistance App.

TUAG are journeys captured by station colleagues at the time of a customer arriving at a station without having pre booked. The TUAG figures are not a full representation of TUAG assistance provided, as colleagues may not always be able to report accurately due to other safety critical responsibilities.

Any information which could lead to an individual being identified is exempt from disclosure under the Freedom of Information Act. We have considered whether this journey information could be considered as personal information, however we have concluded that providing the historic data is not likely to cause any detriment to individuals. Any concerns are more likely to be applicable to the most recent journeys, as these are most likely to be linkable to an event in the recent memory of someone who wants to locate journeys taken by a known individual. We have therefore removed the last three months journey data (October – December 2024) under section 40 of the Act, to maintain privacy of disabled passengers and mitigate likelihood of their identification or prediction of future journeys. 

S40(2) applies because we do not consider that disclosure of recent journey data would be fair to individual passengers who may be identified in the data as a result of having been observed travelling. Disclosure may identify origin and destination, and allow inference about return journeys or recent travel patterns. We consider that the risk of identification and detrimental effect is mitigated over time and therefore we are applying the exemption to the most recent journey data only.  

          3.       Relevant Studies or Reports

          •         Any studies, reports, or internal assessments conducted by your organization regarding passenger assistance and its impact on train dwell   

                    times or scheduling.

We have not produced any studies, reports or internal assessments regarding passenger assistance and its impact on train dwell times or scheduling. 

Please let me know if this is not the information you are looking for, or if you are unable to access it for some reason.

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