Surveys show London passengers are the least satisfied about public transport during the current pandemic

24 July 2020

London bus and Underground passengers are less satisfied than transport users elsewhere on a range of issues including arrangements in place to keep passengers safe, cleanliness and passenger behaviour, including the wearing of face coverings.

Over the past 12 weeks Transport Focus and London TravelWatch have been surveying passengers travelling during the current pandemic about their attitudes to public transport. An analysis of the last three weeks of surveys on nationwide travel during Covid-19 shows significant differences between transport users in London and the rest of the country. Key findings from the last three weeks include:

• 69 per cent of London bus passengers and 70 per cent of London Underground passengers were satisfied with the cleanliness of services compared to 76 per cent of train passengers and 78 per cent of bus passengers outside London
• 58 per cent of London bus and 59 per cent of London Underground passengers were satisfied with the number of people wearing face coverings compared to 63 per cent of train passengers and 69 per cent of bus passengers outside London
• 64 per cent of London bus and 71 per cent of London Underground passengers were satisfied with the ability to keep a safe distance from other passengers compared to 75 per cent of train passengers or bus passengers outside London
• 61 per cent of London bus passengers and 65 per cent of London Underground passengers were satisfied with what the operator did to help passengers travel safely compared to 65 per cent of train passengers and 72 per cent of bus passengers outside London
• 57 per cent of London bus passengers and 58 per cent of London Underground passengers were satisfied with the behaviour of other passengers compared to 63 per cent of train passengers and 68 per cent of bus passengers outside London
• 76 per cent of London bus passengers and 73 per cent of London Underground passengers were satisfied with their journey overall compared to 82 per cent of train passengers and bus passengers outside London
• 80 per cent of London Underground passengers and 76 per cent of London bus passengers were satisfied with the ease of finding out when services were running, compared to 79 per cent of train passengers and 73 per cent of bus passengers outside London.

London TravelWatch Chair, Arthur Leathley commented: ‘These results again show significant differences between London and the rest of the country and it is clear that passengers in London are less happy with the ability to socially distance on public transport. It is good that people feel they can get travel information easily, but the results also highlight the need for TfL to make sure bus and Tube passengers feel safe and reassure them about the work they are doing to keep services clean.’

Arthur continued: ‘We will continue to work with TfL to highlight the improvements that passengers want to see. The survey work we are doing with Transport Focus has provided us with some useful data and as more people start travelling it will become even more valuable.’

Note to editors

1. London TravelWatch is 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. Follow London TravelWatch on Twitter and YouTube. For more information, please contact the London TravelWatch press office on 07734 055494.