Request ID: FOI-3447-2324 Date published: 23 January 2024
You asked
This is possibly my 6th complaint about the extremely erratic and poor service that is the 38. It is always packed, it does not come often enough four 55 bus routes went past before a 38 even came and obviously it was packed that I could get on.
What audits have you done to look at the performance? As part of the freedom of act information you are required to now disclose the direct actions taken from the emails I have sent. My question is clear and concise so please done send fluff and send me exactly the answer to my question. I want remuneration for the bus fares I have paid because it is absolutely criminal that you continue to charge for a sub service
We answered
TfL Ref: FOI-3447-2324
Thank you for your request received by us on 21 December 2023, asking for information about bus route 38. 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 specifically asked:
What audits have you done to look at the performance? As part of the freedom of act information you are required to now disclose the direct actions taken from the emails I have sent. My question is clear and concise so please done send fluff and send me exactly the answer to my question. I want remuneration for the bus fares I have paid because it is absolutely criminal that you continue to charge for a sub service.
Bus route 38 is monitored regularly to facilitate discussions around which routes need to have improvement with reliability. We are working with the bus operator on how reliability can be maintained and the Minimum Performance Standard to be met. Bus Operators are audited to ensure that any traffic lost mileage is reasonable that can lead to some longer waiting times in some direction but help maintain reliability on other parts of the service for customers. The Minimum Performance Standards by route as well as current performance is published on our website here: https://tfl.gov.uk/forms/14144.aspx.
It’s in the best interest of our bus operators that they meet and exceed performance targets to continue running a particular route. Constant poor performances could lead to the termination of their operating contracts, in favour of better performing operators.
Regarding your complaints, our colleagues in Customer Services advised that your complaints have been forwarded to Arriva London, who runs the route 38, to address any service performance issues.
If this is not the information you are looking for, or if you are unable to access it for any 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 Management Team General Counsel Transport for London
