Request ID: FOI-3540-2324 Date published: 16 January 2024
You asked
Can you please tell me what is the ruling for bus operators if either the ramp or oyster reader stop working on a bus that is in service regardless of the route and location.
Regards
We answered
TfL Ref: FOI-3540-2324
Thank you for your request received by Transport for London (TfL) on 5th January 2024 asking for information about ramps and Oyster readers on buses.
Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy.
Specifically you asked:
“Can you please tell me what is the ruling for bus operators if either the ramp or oyster reader stop working on a bus that is in service regardless of the route and location.”
I can confirm that we hold the information you require.
Please find attached a copy of the Big Red Book, which provides instructions and guidance to bus drivers on carrying out their duties. As you can see, page 108 covers a scenario where the ramp fails when the bus is in service. It states the following:
“What do I do if the ramp fails......
...while I am in service?
If the ramp fails after you have left the garage, your bus can be kept in service but you must contact your garage immediately so the problem can be fixed or your bus substituted at the earliest opportunity.
... when a wheelchair or other mobility aid user is on board?
Reposition your bus and try again as the ramp may be blocked by the pavement or something on it. If this does not work, contact your garage for advice. Some wheelchair or mobility aid users may decide to try to get off without the ramp, and it may help if you lower the bus. Talk to them and work out the best option, but do not put yourself or the customer in danger. Other people may be willing to help but always discuss this with the wheelchair or mobility aid user first.
... and I have to evacuate the bus with a wheelchair or mobility aid user on board?
Evacuate all other customers first then call Code Red, explaining that you have a wheelchair or mobility aid user on your bus. If the situation becomes dangerous and you need to get the customer off before help arrives, you must ask what support they need before you attempt to move them. If necessary, get assistance from other customers or people nearby.”
Page 173 explains what to do when ticketing equipment has a fault, as follows:
“What if my ticketing equipment breaks down?
• Report it immediately so it can be replaced quickly • If the card reader is not working or is not fitted, allow all customers with Oyster or contactless cards to travel without having to use another valid ticket • People without Oyster or contactless cards still need to show a valid printed ticket in the usual way • Speak to a supervisor if you are unsure or if you have any problems”.
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,
David Wells FOI Case Officer FOI Case Management Team General Counsel Transport for London
