Passenger complaints are getting more complex alongside increasing dissatisfaction with the system

23 March 2018

The complaints which passengers bring to London’s multi modal passenger watchdog are getting more complex. This is amongst several growing trends picked up in the independent watchdog’s latest casework report which analyses performance by operators in dealing with appeals received by London TravelWatch and summarises issues raised by passengers. In the third quarter of 2017/18, London TravelWatch received 1,518 casework contacts.

Janet Cooke, Chief Executive of London TravelWatch commented: 'Over the last few months our casework team have started to notice that, alongside their complaint, passengers are saying that they pay a lot of money for their tickets for journeys that are regularly delayed and disrupted and the levels of delay repay compensation do not reflect the inconvenience delays cause them. I’m not sure passengers feel that they are being listened to.'

Further information

  1. London TravelWatch is the operating name for the London Transport Users Committee. We are the official watchdog representing the interests of transport users in and around London, and independent of the transport operators and government. London TravelWatch is sponsored and funded by the London Assembly, part of the Greater London Authority.
  2. Passengers who want to make a complaint about the transport they use should first raise their issue with the relevant operator. If they are unhappy with the response they receive from their transport or service provider they can appeal to London TravelWatch.
  3. Previous research by London TravelWatch showed that passengers travelling in and around London did not feel that they were getting value for money when they bought their tickets and this was something which also came out in our more recent research on annual season tickets. But until recently it has been unusual for appellants to express these concerns directly with us.
  4. Follow London TravelWatch on Twitter and You Tube.
  5. For more information, please contact the London TravelWatch press office on 020 3176 5941 or 07734 055494.


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