Will there be an assessment as to whether the journey times on buses extend if the rear of new route master buses be closed? Will schedules change? Will drivers be required to work longer as a result? Would drivers require to give more customer service? If so has that been assessed? Will drivers revieve incentive for the new change or extra workload?

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TfL Ref: FOI-3100-1920

Thank you for your email received by Transport for London (TfL) on 14 January 2020.

Your request has been considered in accordance with the requirements of the Freedom of Information Act / and our information access policy.  I can confirm we do hold the information you require. You asked:

Will there be an assessment as to whether the journey times on buses extend if the rear of new route master buses be closed?

Will schedules change?

Will drivers be required to work longer as a result?

Would drivers require to give more customer service? If so has that been assessed?

Will drivers revieve incentive for the new change or extra workload?

The New Routemasters currently allow boarding through all doors, but this has seen fare evaders deprive London’s transport network of millions of pounds of vital revenue. Fare evasion on New Routemasters is more than double the rate of other buses, with Transport for London (TfL) estimating that more than £3.6m is lost each year on New Routemasters. The current system also means that customers with accessibility needs cannot always board buses first.

Early indications suggest that fare evasion dropped by more than half during the trial of front-door-only boarding on route 8, with no adverse effect on service efficiency. The pilot, which started in August, was successful in communicating the change and encouraging people to board through the front doors – reducing fare evasion and improving accessibility.

Boarding using the middle and rear doors on all New Routemasters is being phased out, and started with the routes 55 and 267 on 25 January. Customers are being advised of the changes to boarding with emails and on-board announcements. Signage is also being changed on buses. Customers with wheelchairs and pushchairs continue to be able to board through middle doors.

The changes are also making using buses in London simpler for all, as boarding arrangements for New Routemasters are now becoming the same as on other London buses. All drivers have undergone training to improve their customers’ experience, and by boarding at the front, it is easier for passengers to interact with drivers

The pilot on routes 8 and N8 has shown us that New Routemaster drivers will not need to work longer hours and that route schedules will not need to change.  As it is so common for fleet vehicles to operate with front-door boarding and as we monitor the network regularly, there is no need to conduct a separate assessment. The proposed changes will lead to bus drivers working in a more consistent way as well as customer boarding and alighting in an even more standard way.

If this is not the information you are looking for, or if you are unable to access it for some reason, 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

Eva Hextall

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

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