Our ref: FOI-2893-2425/GH

Thank you for your request received by Transport for London (TfL) on 8 December 2024 asking for information about rebuking of passengers on London buses.

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.

What procedures and protocols are part of driver instruction in relation to the rebuking of passengers about not holding up their hand to catch buses at bus stops?

Drivers should always serve the bus stop if customers are waiting. Holding up your hand or signalling in any way is not a requirement. Drivers should not ‘rebuke’ customers for not holding out their hand as some customers may not be able to do so.

Furthermore, what guidance is given in relation to DEI aspects when handing out rebukes to passengers? 

Guidance within the Big Red Book and within DEI training makes it clear that customers do not have to, and may not be able to, hold up their hand or indicate to the driver in another way and that if customers are waiting at the stop, buses should stop.

Is any distinction made between white and other races or religious groups? 

No distinction is made between races or religious groups in any aspect of driver training or TFL unless there are specific religious or cultural requirements / differences drivers should be aware of that would positively impact the customers experience and service offered. This would not apply to indicating for the bus to stop due to the above requirements.

Is survey data maintained on statistics for the rebuking of passengers? If so, could a copy be forwarded to me for any research conducted within the last 5 years?

This data is not held as drivers should not rebuke customers. Where such behaviour occurs we would encourage customers to complain and if possible provide route and bus details in order for this to be investigated.

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