Kell – Routes 419 and 609

0002533240

Notes 05.03.2012 11:28:10 HAYESAL

Last Thursday, the customer says that the 419 bus shold have gone from Richmond to Hammersmith but terminated at Mortlake at about 16:55.

She asked why and the driver said because he was late.

She got off at Mortlake and the exit doors opened into a tree which she says added insult to injury.

She walked two stops and picked up a 209.

On the next day, Friday, the next day she picked up the bus at about 10:00 at Banres Bridge towards Richmond but again it was only going to Mortlake.

(I mentioned delays due to Hammersmith flyover works and she thought that should be taken into account).

OUT

No response required

0002533878

Notes 05.03.2012 13:33:48 WEBLOGIN

Dear sir/ madam

I would like to complain about the behavior of the driver of the 419 bus on Saturday 3rd March 11.40am

She refused to stop in the hail and ride section on Lonsdale road meaning we were forced to wait over in a traffic jam until Hammersmith

Please take appropriate action with this person, they appear not to be able to do their job to a sufficient level of competence

Yours

OUT

No response - Internet Anonymous Customer

0002551424

Notes 12.03.2012 12:03:07 LEWINNA

Customer attempted to exit the bus on the hail and ride section at Lonsdale road. Her two request were ignored and the bus driver who was driving a rather fast speed continued down the road. The customer questioned the driver on why she had not stopped and was told 'Im going to fast to stop'.

The driver did eventually stop, however this was a great distance from where requested and the customer had to walk back with heavy shopping, she also would like to note that a passenger with a walking stick was also forced to make the long walk back.

Could this matter be thoroughly investigated and the results of that investigation dealt with in the most appropriate manner. Regards, Natasha

OUT

No response - Internet Anonymous Customer

0002554031

Notes 13.03.2012 09:31:13 WEBLOGIN

PREFERRED MEANS OF CONTACT: EMAIL For a 4th time in the last week, I was made late for work by arriving at Hammersmith at approx 8.30, hoping to get to Mortlake Station by 9.00am, and being late. There is supposed to be a bus at 8:46 but this seems to have been cancelled in the last week, with no information provided. It is not good service at all.

Today I came early enough to get the previous 8:31 bus - but still waited until after 9.00am before a 419 bus came. To add insult to injury, it then finished at Avondale Road, so I might just as well have got a 209, had I known the 419's were being cancelled.

Being late for work 4 times in a week is getting me in trouble, and I do not think it is fair to have to get to Hammersmith Station with an hour to spare, just to get a bus to work. Please can somebody sort this out and STOP CANCELLING RUSH HOUR BUSES!

Sorry, but it's not rocket science that 8.30 to 9.30am might be a good time to keep to the advertised service, surely? Or at least please start announcing that there are long delays and advising customers to use other routes. Direction : Richmond

OUT

Thank you for your email dated 13 February regarding the poor punctuality of service that you have experienced on route 419 recently. I do apologise for any inconvenience that you have experienced.

Having received your enquiry, the details were passed to the operator of route 419 - London United - and I understand that they have since responded directly to you with regards to your concerns. I enclose a copy of the response provided to me by Mr Steven Harry, Operations Manager.

I trust that Mr Harry's response has helped to resolve your immediate concerns, although I appreciate that it will not lessen the frustration that you endured on this date.

In view of the inconvenience that you have experienced, I would now like to offer you a booklet of six savers tickets (each ticket is valid for one journey on our bus network) as a good will gesture. Please coud you now contact me with a postal address to which these can be sent?

Thank you once again for contacting London Buses. I look forward to hearing from you.

0002561444

Notes 15.03.2012 16:43:48 HOSKINST

Please investigate and action as appropriate with driver about his alleged poor response to this incident and his alleged closing the doors in the customer's face. I explained to customer that we would not be able to respond to her about any action taken with the driver – no response to customer is required.

______Notes 15.03.2012 16:39:52 HOSKINST

****KEEP CCTV****

****Customer says was near Sainsburys and bus displayed 'Mortlake'****

Customer says an elderly man fell as he was boarding the bus and hit his head by the eyebrow which split open, and says he was bleeding from this area.

Customer says driver just sat in his cab and was looking out of the window the other way, but looking bothered as if this would hold him up, and didn't do anything to help the man who had fallen.

Customer says the bus waited at the stop for other people to help the man up.

Customer says the driver asked from the cab to the man "Do you need medical attention?", but customer says the man was sitting behind the driver so the driver was not looking at him. Customer says the man was in shock and she doesn't think he could hear the driver, and says the man didn't respond to the question. Customer says she said to the driver that she thought he did need medical attention but says the driver said "I'm not talking to you I'm asking the man".

Customer says driver called 999 after people were asking him if he had, but says that it took him a while.

Customer says other people got the man off the bus and sat him on a bench, and says she was standing on the 'sidewalk' talking to the driver, but says the driver shut the doors in her face (she says she was not injured), and that the bus waited until the Police arrived with medical attention.

Customer says the doors were opened (at some point) and that the bus she wanted arrived but she let it go as she was staying to help the man, and then when the Police arrived she left. Customer says that at least the bus never left the stop during this time.

Customer's main concern is that the driver didn't get out of the cab and seemed to be annoyed about the disruption, and that he was casual in how he responded to the incident. She wondered whether the driver had thought the man was drunk. I explained there may be rules about whether drivers should leave the cab but I said I would have expected that the driver would have helped in these circumstances.

Please investigate and action as appropriate with driver about his alleged poor response to this incident. I explained to customer that we would not be able to respond to her about any action taken with the driver – no response to customer is required.

Thanks

OUT

No response required

0002566855

Notes 19.03.2012 14:57:22 BARHOUJO

The customer was navigating the Manor Circus round about on the inside lane while the bus was on the outside lane as the driver was going around the round about the bus driver moved the bus into her lane causing the mop to break, however the back right hand side of the bus still clipped the customers vehicle on the front left hand side.

The bus driver failed to stop and continued to drive on until she reached Richmond station where the customer then parked her car and approached the driver in order to talk to her about the incident. Initially the driver did not open the doors until the customer knocked on them and asked her to open them as she wanted to talk to her, the driver opened the doors and then the customer said "excuse me you have just hit me". The driver responded with "no you hit me", to which the customer repeated herself. The drive then said "no you hit me, follow me to the garage and I will show you the CCTV footage".

The customer says that the driver was shouting this at her with a bus packed full of passengers and that her mannerisms were very aggressive. The driver then closed the doors and drove off.

The customer says that even if she had hit the bus driver which she had not then why did the driver still fail to stop.

The customer has reported this to the police and details were given for the operating company in order for the customer to follow a claim.

Regards,

Johnny Bahout

OUT

Re: Route 419 – Driving standards

Thank you for your telephone call on 19 March, regarding an incident of poor driving behaviour on route 419.

I can promise you that the safety of both our passengers and other road users is of utmost importance when delivering our services and this should be evident in the way bus drivers operate their vehicles.

I am therefore extremely concerned to hear that this bus driver was driving in an unsafe manner on Manor Circus roundabout, which resulted in damage to your vehicle. I appreciate that this must have been a very upsetting event and caused you considerable distress. We fully expect our highly trained drivers to operate their vehicles according to the standards of the Highway Code and to make sure they are driving responsibly and safely. I am again very sorry for the distress that this regrettable incident caused and am relieved that an accident did not result from this.

In light of your comments, I contacted London United and informed them of this incident. I am aware that they have been in contact directly and advised that your information has been passed to their Claims Department. As we do not deal with such matters, please liaise with London United directly in order to proceed with your claim. I have provided their contact details below:

London United Busways House Wellington Road Fulwell, Twickenham Middlesex TW2 5NX Tel: 020 8400 6708

Once again, I would like to thank you for bringing this matter to our attention, and reiterate my apologies for the upset caused. Should you require any further assistance in the future, please do not hesitate to contact me again.

0002571596

Notes 20.03.2012 19:52:32 GRIGGSCH

buses unreliable, and consistently losing an hour. Ibus sited temporary traffic lights

I also suggested Hammersmith may be an issue, customer wanted to pursue a complaint

OUT

No response on case

0002577971

Notes 23.03.2012 09:02:21 WEBLOGIN

PREFERRED MEANS OF CONTACT: EMAIL This part of the route is a Hail and Ride section. the bus driver deliberately waved at my daughter and refused to stop - this is the third time is in the last three months this has happened - some drivers are under the impression that they only should be stopping once along this section of the road and not as it dictates -- 'HAIL AND RIDE' Direction : Richmond

OUT

Re: Route 419

Thank you for your recent comments about your experience when using route 419 on the Hail and Ride section of the route. I am so sorry to hear that drivers have not been operating as expected on this part of the route.

During their training, all drivers are instructed to stop automatically and serve all stops where passengers are present, and to be aware of passengers wishing to hail the bus on hail and ride sections. The only time they may miss a stop is if the bus is very full and they feel it would be unsafe to stop, or to allow more passengers to board.

It is disappointing to hear that these basic procedures were not followed on the day concerned.

London United operate the 419 service on our behalf, and I have contacted them to let them know what you have told me. I am sure that they will be as concerned as I am and will remind all drivers to ensure taht they are stopping wherever possible.

We work closely and constantly with the bus operators to improve the relationship between drivers and our passengers. We try to achieve this by paying attention to and working to improve our standards of service. This involves a real commitment to staff training and we confident that in working with the bus operators, we can achieve real improvements.

Thank you again for taking the time to contact me. I am positive that your comments will help us to improve the service we offer our customers.

If I can be of any further help, please do feel free to get in touch.

0002584854

Notes 26.03.2012 14:30:38 MARSHADW

Customer has called to report that this is a hale a ride bus and when travelling this morning, customer witnessed a female walking with a buggy putting out her hand to get on the bus.

Customer advised that the driver things they can stop where they want.

Customer advised that the drivers never stop in the middle off the road they always stop at the beginning or the end.

Customer has also advised that the buses no longer have numbers on the side of the bus running number.

OUT

No response on case

0002586456

Notes 27.03.2012 09:36:59 BUARIOL

Customer called to complain about bus driver that failed to stop for him at Hammersmith Bridge stop going towards Richmond.

Customer said he was walking towards the Hammersmith Bridge Stop at about 23:22 and as he was approaching the bus stop he saw the bus coming in a distance and decided to put his hand out and also run towards the bus stop.

He said the driver must have seen or acknowledged him as the bus slowed down and as he got to the bus stop the driver picked up speed and drove away.

Customer said the driver’s priority was not to pick passengers but to close work as early as possible as that was the last service on the 419 bus route for that night.

Customer said he did not see the driver and can only just about remember the last set of digits from the registration as he is not too also 100% certain of the exact last 3 digits.

He said the driver should be investigated and reprimanded for an appalling service.

OUT

No response on case

0002586815

Notes 27.03.2012 10:57:13 GRANTRA

The customer said the driver blocked all traffic Northbound A315 then jumped ahead of the right turn traffic which was dangerous thing for the bus to do.

Please investigate

OUT

No response on case

0002593317

Notes 29.03.2012 12:40:20 KHALEEAS

customer wanted to add additional information.

It was a pelican crossing this happened on.

After MOP gave our centre a call, she went into Hammersmith station and spoke to an inspector in the station. He advised that it was a female driver that was driving the bus. MOP is adamant that it was definitely a male driver that was driving. ______Notes 29.03.2012 11:59:46 BECKFOSA

Driver was parked on the zebra crossing just before hammersmith bridge. According to the caller she asked him why must the buses always block the crossing and he replied by saying f**k off. she was very astonished by the way that the driver replied and would like for this to investigated.

OUT

No response on case

0002606321

Notes 03.04.2012 15:55:55 KHALEEAS

Customer was waiting at the Richmond bus stop and the 419 bus failed to stop for the MOP.

OUT

No response on case

0002654348

Notes 24.04.2012 13:28:03 JINADUSH

Customer and her three daughters got 419 on at at HAMMERSMITH BRIDGE station. Just over Hammersmith bridge the driver was going fast and, according to customers witness brake in the last moment at a red light as he intended on skipping it. Braking hard resulted in customers daughter being 'flung' from the middle of the bus to the front, whacking her head. customer said the driver showed no compassion whatsoever for the accident. He didn;t aske if she was okay or get out of his cab.

Daughter was taken to Roehampton hospital first – then transferred to Kingston hospital as they could not deal with her at roehampton. Daughter had to be strapped down as they thought her injuries could be serious.

Customer's daughter is back from hospital now, but has headaches and neck aches.

Customer would like a response. Customer says if she is not happy with response she will take this to her solicitors. customer has witnesses.

OUT

Re: Route 419

I am writing following your conversation with the London Buses Customer Services Call Centre on 24 April. I was very concerned to learn of your experience while travelling on a route 419 bus on 24 April, and I am sorry to read about the injury your daughter sustained.

I would like to assure you that the safety of our passengers, as well as that of other road users, is an issue we take extremely seriously. Our drivers receive comprehensive training to enable them to perform their duties to the highest standard. As you would expect, safety is a vital part of this training. To drive a bus erratically or at excessive speed is completely unacceptable.

Furthermore, our drivers are considered to be the public face of London Buses. As such, they’re expected to behave in a considerate and professional manner at all times.

The details you have provided have been sent to London United, who operate route 419 for us. I have asked that the London United management endeavour to identify the driver in question and interview them. Appropriate action, in line with the company’s internal procedures, will be taken as a result.

Transport for London (TfL) contracts private operating companies to operate bus routes on our behalf, and these companies deal directly in the case of any accident, injury and material damage claims. Should you wish to pursue a claim for compensation, please submit your claim to London United directly using the following contact details:

London United Busways House Wellington Road Twickenham TW2 5NX

Tel: 0208 400 6708 / 020 84006048 / 020 8400 6665 Fax: 020 8943 2688

Should submit a claim please provide as many of the following details as possible:

• Route number • Specific date and time • Location • Direction of travel • Any further reference numbers from the bus • A description of the driver

Thank you for bringing this matter to our attention. I hope you daughter makes a swift recovery. Please feel free to contact me if I can be of further assistance.

0002656918

Letter attached

OUT

Thank you for your feedback in regards to your experience whilst travelling on route 419 on 11 April.

I apologise for the fact that you got your clothing wet and felt embarrassed and I can understand how that must have upset you.

We know buses need to be clean and presentable. Buses are cleaned inside and out on a daily basis and regular audit checks are carried out to ensure satisfactory standards are met. In addition to this, buses undergo deep cleansing and fumigation on a regular basis. In light of this information, the seats must have been become wet earlier that day, due to the actions of a third party.

Regardless, I have forwarded your feedback to London United, who operate the 419 service on our behalf, so that they are aware of the situation.

Thank you for your enquiry and if I can be of any further assistance, please don’t hesitate to contact me.

Notes 21.03.2013 13:18:12 BECKFOSA

Customer called to complain that she have still not recieved the compensation that was promised to her in 2012. Please investigate and respond ______Notes 06.03.2013 11:07:04 BANNINES01

Customers sister called in today to chase the compensation which was offered to her since the last letter from the operator dated 25/05/2012. Customer she has no further contact concerning the compensation that was promised her.

OUT

Thank you for your further feedback in regards to your experience whilst travelling on route 419 on 11 April.

With respect to your request for a refund, you can either have this in the form of Savers, the tickets can be used for any single adult journey throughout London. They do not have an expiry date and therefore can be used at any time. Alternatively, you can have the refund go straight to your Oyster card. In which case, you must provide me with your Oyster card number as well as a nominated Tube station.

Thank you once again for taking the time to bring this matter to my attention. I look forward to hearing from you; in the meantime, if you have any further queries please feel free to contact me.

0002657755

Dear Transport for London,

Busses are supposed to arrive every 15 minutes between 8am and 3pm.

For months now, there has been NOTHING like this. The hammersmith flyover issue doesn't wash - there was absolutely clear traffic this morning, and no hindrance once the bus arrived.

Arrived at manor circus: 8:50am Bus arrived: 9:36

I should start keeping a log fo this. It's a disgrace.

------

Here is some information from FixMyTransport about the location of this issue:

Location name: Number 419 bus route

Area: Between Richmond and London

OUT

Thank you for your recent email dated 20 April regarding delays to route 419. I would like to start by apologising for the delay in my response to you. We realise that buses need to be reliable and convenient if we are to encourage more passengers to use our services, and we regularly monitor the bus network to identify those routes that fail to perform to the standard we expect. We then work closely with our operators to overcome the problems which may be causing delays, and improve the level of service that is offered to our passengers. Buses along this route are required to leave the garage at regular intervals to maintain an even and regular service, and timetables are also planned to take instances of disruption into account. However, since traffic and road conditions can change suddenly and unexpectedly, delays are occasionally experienced.

After further investigation, I can confirm that delays to route 419 are due to the partial closure of Hammersmith flyover for inspection and safety works. Traffic congestion is expected on Hammersmith Broadway and surrounding roads. Hammersmith flyover is expected to be reopened on 15 May. All routes should run according to the timetable from then forth. Please accept my sincere apologies for any inconvenience caused to your journey. We realise that our passengers rely on a convenient and reliable bus service, and we are constantly looking at ways to reduce instances of delays. As indicated, we meet regularly with our bus operating companies to discuss various ways of achieving this, as well as investing heavily in technology which is also aimed at providing a more consistent and efficient bus service. Please be assured that we do want to provide you with the very best service, and your comments are very welcome in helping us to achieve this. Once again, thank you for taking the time to contact me. If I can be of any further assistance, please feel free to get in touch again.

0002680219

Letter attached

OUT

Thank you for your feedback regarding the unreliability issues you have faced with the 419 bus route. I am grateful for the time you have taken to get in touch. I m sorry to learn of the events you describe. We aim to provide easy to use and reliable services for our customers. I am sorry you have been experiencing delays to your journeys and apologise for the inconvenience this has caused. The network is monitored to identify those routes that are failing to perform to the standards we expect. This enables us to work with our operators to improve the level of service delivered to our passengers. While delays in service will occur from time to time, it is disappointing to note the number of times you have experienced problems with this service. This must be very frustrating for you. Generally, road works and traffic congestion are the two main factors that affect reliability. After investigating this matter I can inform you that buses serving this route are expected to experience severe delays until approximately mid-May during the partial closure of Hammersmith Flyover for inspection and safety work. However I also have contacted London United Busways, who operate route 419, and asked them to look into the problems you have been experiencing. The operator will make sure its buses are sticking to the timetables wherever possible, and will continue to work with us to ensure buses arrive at their scheduled times. Bus services are an important part of public transport and we do our best to provide a service our customers can have confidence in. We will continue to monitor this route and take action where appropriate to ensure passengers receive an efficient and reliable service.

Thank you again for bringing this matter to our attention. Should you have any further queries, please let me know.

0002682438

Notes 04.05.2012 16:07:39 BARHOUJO

Customer was travelling on the bus on her way to the Quadrant when the driver drove past the customers stop and onto the next stop. The customer says that the stop has been taken out of service and that no temporary stop has been put up instead for the bus stop, however the customer is making the complaint as the driver failed to inform her and other passengers of the situation and as a result the customer had to walk back to the quadrant were she wanted to originally alight.

Regards,

OUT

No response on case

0002682724

Notes 14.05.2012 18:00:00 JOSEPHGE01

Email sent to the customer informing them tha6t details of tis incident would be passed to London United. ______Notes 04.05.2012 17:26:51 WEBLOGIN

PREFERRED MEANS OF CONTACT: PHONE the driver wouldn't stop for me and my children to get off in barnes, when i approached him he became aggresive, shouting, verbally abusing me and telling me '' do you want me to get out of the cab and attack you'' and ''i will open this door and attack you''. he continued even though i alked a way. i pressed the bell before the place where any other driver stops in the hail and ride section.I was with my children and this man was shouting swearing and being aggressive and abusive. My kids where very scared. i am absolutely disgusted and i expect something to be done about this. this man drives on the bus route for 3 schools, he should not be working with the general public let alone children. Direction : towards hammersmith

OUT

Thank you for contacting us regarding the conduct of a route 419 bus driver on 4 May 2012.

I was concerned to learn about the poor service you experienced on the above date.Our drivers have been instructed to serve a bus stop if passengers press the bell or there are people waiting at the stop. Furthermore, our drivers are also the public face of London Buses. As such, they’re expected to behave in a polite and professional manner at all times. To behave in manner such as you describe is totally unacceptable and not tolerated by Transport for London. Please accept my apologies for any distress or inconvenience caused to you and your children as a result of this incident.

I have contacted London United, who operates route 419 for us, about this incident. They will interview the driver about their conduct and take any necessary action to prevent incidents like this from happening in the future.

Once again, thank you for bringing this matter to our attention. If I can be of any further assistance please let me know.

0002710298

Notes 17.05.2012 11:01:54 LEWINNA

Customer pressed the bell requesting the driver to stop on the hail and ride section of Suffolk Road. The drive refused stating that he was “not allowed to stop” and when questioned replied he “knows his facts”.

This error resulted in the customer having to exit the bus at the end of Suffolk Road. She then had to make the long walk back with very heavy nags.

The customer has been using this service for years and has never been refused exit nor has she seen any advertisement declaring that this hail and ride section has now ceased. The customer worries for the elderly passengers who use this service as they may experience this and be left in a situation similar to herself.

The customer has requested a response so she can be sure that staff have been briefed that Suffolk Road is hail and ride section and also that staff are guided on the correct way to deal with customers.

Could this matter be thoroughly investigated and the results of that investigation dealt with in the most appropriate manner and a response provided to the customer.

OUT

Thank you for your feedback regarding a driver not stopping to let you off in the ‘hail and ride’ section of route 419 on 17 May.

I am sorry to hear of your experience and I apologise for any inconvenience caused.

On ‘hail and ride’ sections of a route drivers are expected to stop when requested by a passenger. However, as you can appreciate, they can only stop where it is safe to do so.

However, we also expect the highest standards of courtesy and behaviour from all bus drivers. All interaction with passengers should be polite and helpful. It is therefore disappointing to hear of any instance where a driver has behaved in a discourteous way towards a customer, and I can understand how frustrated you must have felt in this case. Especially as you have been using the service for years and have never been refused exit at that particular point of Suffolk Road.

Details of your experience have been passed to London United, who operate route 419, for further investigation. The operator will endeavour to identify the driver from the details you have provided and follow this up with appropriate remedial action. Please be assured, that all drivers on the route have been reminded of the importance of performing their duties to the highest of standards.

I apologise again for the experience you had, and should mention that we are continuously working with the bus operators to improve the quality of our services.

Thank you again for your feedback and if we can be of any further assistance, please don’t hesitate to contact us.

0002713465

Notes 18.05.2012 11:22:07 CHICOUON

Customer calling to complain about bus driver's attitude, incident took place around a hail and ride area at the corner of southwark and lowther road, Customer stopped the bus at same place where she always stops it.

Driver then shouted at customer and other passengers getting off that they should have stopped the bus at the top or bottom of the road but there was no bus stops there, driver was so angry and told them he only stopped the bus eventually "because they were elderly"

Customer said a friend of hers on the bus also phoned her and said driver had been very rude throughout the rest of the journey afterwards and was behaving the same way to other passengers, customer feels he should not be fit to drive public transport, as all the way bus driver was being in a really bad mood and bad attitude everyone was getting into a state over it

Normally she has excellent service on 419 with polite drivers until this morning they had a bad experience with this one driver.

Would like to hear feedback as soon as possible and to know something is being done about this says if she sees driver on bus 419 again she will not board bus as would be to nervous.

OUT

Thank you for your feedback regarding the behaviour of the driver of a 419 bus on 18 May.

I was concerned to learn of the events you describe. We expect drivers to promote a positive image of London Buses and to act professionally at all times. I apologise for the inconvenience this caused.

You will not be surprised to learn that we expect the very highest standards of service from everyone representing London Buses. This is especially true of bus drivers as they are in many ways the face of the organisation.

Thanks to the information you have provided, London United, who operate route 419 for us will be able to identify the driver involved. An interview will take place and this will be followed up with appropriate action in line with the operator’s company procedures. For confidentiality reasons we never release details of an interview and any subsequent action taken. However, please rest assured that both we and our operating companies take complaints about poor staff behaviour extremely seriously.

We are dedicated to ensuring that all our operators adopt a positive and proactive attitude towards our customers. We will continue to work with them to improve the interface between drivers and our customers through attention to proper standards of service.

Once again thank you for taking the time to bring this matter to my attention. I hope your next experience with us is more pleasant. If I can be of any further help in the future, please feel free to get in touch.

0002728202

Notes 24.05.2012 10:45:42 UNDERHRO01

The customer says she is in her 80's and was waiting as normal for this bus in Suffolk Road, the customer says this part of the route is hail and ride.

The customer says the area was clear and it was safe for the driver to stop but says when he did stop and she boarded the bus he was very angry with her and was gesticulating that she was waiting in the wrong place.

The customer says further along the route the driver also did the same thing to a man who was also waiting in a clear space.

The customer says that she has always waited in this place and says the area was entirely clear and there was no parked cars.

The customer says she does not know why the driver acted in this way but would like to bring this to your attention.

Please investigate, no reply needed to csa or needed to customer.

OUT

No response required

0002733407

Notes 25.05.2012 18:33:17 WEBLOGIN

PREFERRED MEANS OF CONTACT: EMAIL I had to wait 40 minutes for a 419 bus because 2 (at least, as maybe the one before I got to the bus stop had been cut out) had been cancelled. A 419 did not arrive until approximately 17.50. And when it did it had 'Not in Service' written on the front. But the driver stopped anyway so passengers got on. Other passengers complained, but he insisted he was on time, not intelligent enough to work out that obviously if we'd all be waiting 40 minutes, other buses had not bothered to turn up. As George Street is only the 2nd bus after the start of the route (Richmond bus station) it was not down to traffic congestion. Further, the 419 is generally a very appalling service and often I have had to wait more than half an hour for a bus, at times when they are timetabled as being 4 an hour. I have never known a 419 to be exactly on time either. Direction : Hammersmith

OUT

Thank you for your feedback regarding the reliability of route 419. I am grateful for the time you have taken to get in touch.

I am sorry you have been experiencing delays and apologise for the inconvenience this has caused. We aim to provide easy to use and reliable services for our customers.

The network is monitored to identify those routes that are failing to perform to the standards we expect. This enables us to work with our operators to improve the level of service delivered to our passengers.

While delays in service will occur from time to time, it is disappointing to note the number of times you have experienced problems with this service. This must be very frustrating for you. Generally, road works and traffic congestion are the two main factors that affect reliability.

Buses on this route are required to leave the garage at regular intervals to maintain an even service. Timetables are also planned to take instances of disruption into account. However, since traffic conditions can change suddenly, delays can be experienced.

The reliability of buses serving the Hammersmith area such as the 419 has been affected as a result of traffic congestion caused by the Hammersmith Flyover roadworks. As this work is now over, the reliability of the 419 should improve.

I have contacted London United Busways, who operate route 419, and asked them to look into the problems you have been experiencing. The operator will make sure its buses are sticking to the timetables wherever possible, and will continue to work with us to reduce late running buses.

Bus services are an important part of public transport and we do our best to provide a service our customers can have confidence in. We will continue to monitor this route and take action where appropriate to ensure passengers receive an efficient and reliable service.

Thank you again for bringing this matter to our attention. Should you have any further queries, please let me know.

0002743018

Notes 29.05.2012 18:30:22 WEBLOGIN

PREFERRED MEANS OF CONTACT: EMAIL Dear Sir/Madam,

I am writing to complain that I was not let onto a bus this afternoon as part of the Hail & Ride section, apparently because 'I was close to a bus stop on a nearby alternative road'. It is my understanding that the 419 is a Hail and Ride along the whole length of Londsdale Road, and therefore should let passangers board the bus regardless of where they request for it to open its doors, as long as it is safe to do so. I understand why the driver would not stop if it was moving so close to end of Hail and Ride and a set of traffic lights, however in this situation the bus was stationary. Also, the traffic lights did not change for about another 20 seconds and therefore the bus stopped would not have impacted the journey time of the bus at all.

I do not have any particular details about the driver, although I have been prevented access to a stationary bus near the traffic lights by some other drivers in the past too, and therefore believe that it is a route wide issue.

This is not the first issue that my classmates and I have had with the Hail & Ride section on Londsdale Road, one of whom has previously complained that the 609 bus, which I used to commute to school using in the mornings, will no longer stop in the Hail & Ride on Lonsdale Road. I would like to make you aware that although we received a response telling us that 'we would let First Buses know about the issue,' which in fact is the incorrect bus company (instead the 609 is operated by Metroline), nothing has been done to resolve the issue and some of my classmates continuously have to walk about 1km back from the Harrodian School to St. Paul's School, or avoid the 609 bus altogether.

OUT

Re: Route 419 / 609

Thank you for your email dated 29 May. Please accept my apologies for the delay in response. I was concerned to learn of your experience in attempting to travel on bus route 419, and I am sorry for the inconvenience caused as a consequence.

Our drivers are considered to be the public face of London Buses. As such, they’re expected to behave in a professional manner at all times. Drivers are instructed to stop for passengers at any point on a hail-and-ride section of a route, providing there is a safe and suitable location to pull into the kerbside. It is disappointing to learn that this has not always been your experience when using route 419 in Lonsdale Road, and I apologise again for the inconvenience caused.

The details of your complaint have been sent to London United, who operate route 419 for us. The London United management are in a position to remind all drivers of their responsibility towards customer care, and of the need to ensure that the hail- and-ride section of route 419 is served in the appropriate manner.

While route 609 also operates via a similar routeing to the 419, the 609 does not have a hail-and-ride section in Lonsdale Road. As such, passengers can only board and alight at designated bus stops.

Thank you for your correspondence. I hope you do not experience any further difficulties using route 419. Please feel free to contact me if I can be of further assistance. IN

Thank you for responding to my complaint. I hope that the 419 bus will start stopping consistently at the particular point I wish to board.

However, I am very confused by the response you gave to the fact that the 609 is not part of the hail and ride. One of my classmates has previously emailed detailing the problem with the 609 refusing to stop at St Paul's School, and at the time were told the bus drivers would be informed that their route is meant to stop at St Paul's School, which they still usually refuse to do so. I also have looked at the route map on the timetable on the TFL website, and this also indicates St Paul's School as a designated stopping point on the route. I have attached a copy of the file I am referring to.

OUT

Re: Route 609

Thank you for your further email of 1 July. Please accept my apologies for the delay in response.

I can confirm that route 609 does not operate on a hail-and-ride basis in a westbound direction along Lonsdale Road. The route map attached to your email illustrates the timing of the service rather than individual bus stops or stopping locations. I am sorry for the confusion this may have caused. Please find attached a copy of the route 609 public timetable, which shows the service operating on a fixed bus stop basis from Hammersmith to Harrodian School and on to Mortlake.

I am sorry for the inconvenience the operation of route 609 may cause you. I would like to assure you that Transport for London (TfL) continually monitors the bus network to see if any changes can be made to improve the level of service offered to passengers.

Thank you again for your correspondence. Please feel free to contact me if I can be of further assistance.

I understand that the bus timetable route map illustrates timing, however even the route map which you have sent me indicates 'Lonsdale Road' as a stop on the route, as well as the maps on the bus stops.

I have also received conflicting information regarding whether the route should stop, since some of my classmates who have also contacted this email address have been told that the bus should stop along Lonsdale Road and that 'TFL are sorry for the inconvenience caused when the bus driver refuses to stop the bus.'

Although you have told me that the bus should not stop, I am finding this conflicting information from the same contact address very confusing, and the fact that drivers don't consistently stop (ie sometimes they do, sometimes they don't) especially so.

If the bus is not meant to actually stop along the route, I would like the idea to stop it raised as a suggestion since it does not slow the journey of the route, provides additional capacity alongside the 419 bus which gets very busy with students travelling to school alongside providing the additional frequency. It is very frustrating having to watch a bus drive past half full which you know goes right outside your destination but are unsure whether that particular driver will actually stop, and having to wait for a much busier 419, along with the additional wait time.

OUT

Re: Route 609

Thank you for your email of 3 August, regarding the operation of bus route 609 in Lonsdale Road.

I am sorry to learn that you and your classmates have received conflicting information from Transport for London (TfL) regarding bus stopping arrangements for route 609. The service does not operate on a hail-and-ride basis in Lonsdale Road and it is disappointing that you have received information to the contrary. I apologise for the confusion this has caused.

I am also sorry that you feel the timetable previously provided incorrectly illustrates the stopping arrangements for route 609. This matter has been raised with our timetables department in order that the publicity can be revised to have the reference to Lonsdale Road removed.

I would like to assure you that TfL aims to provide a bus network that benefits as many passengers as possible, and we endeavour to provide suitable stopping arrangements on all routes. With this in mind, I can confirm that TfL will investigate the possibility of installing fixed bus stops towards the Castelnau end of Lonsdale Road for bus route 609.

Thank you for your correspondence. Please feel free to contact me if I can be of further assistance.

0002749140

Notes 31.05.2012 16:44:44 CHICOUON

Customer called to report her grandson was assaulted and threatened on the bus.

Her daughter in law was with him on bus and he kept chatting away to himself turning his head and a woman passenger kept looking at them.

Then eventually she threw her bag or walking stick on the floor grabbed the boy by the arm and told him "If he didn't shut the f*** up she would smash his little brains in"

This passenger was described as a Big lady, caucasion, brown hair tied up in a bun and had a blue jumper on.

Gave customer reference number and advised them to contact the Police

**PLEASE HOLD CCTV**

OUT

No response on case

0002764482

Notes 07.06.2012 21:20:44 WEBLOGIN

PREFERRED MEANS OF CONTACT: EMAIL The driver of the 419 was very rude when I did not realise that my Oyster did not have sufficient funds on it. He just said it is invalid & I asked why & he accused me of being rude, so I said if he had explained nicely that there were insufficent funds I would have paid immediately. I obviously paid the fare. Direction : Richmond

OUT

Thank you for your feedback regarding an unfortunate experience you had on a 419 bus as a result of a bus driver’s rude behaviour towards you. I am grateful for the time you have taken to get in touch.

I was concerned to learn of the problems you experienced when travelling on our services. Please accept my sincere apologies for any inconvenience or distress caused by this regrettable incident.

You will not be surprised to learn that we expect the very highest standards of driving, courtesy and behaviour from all of our staff. This is this especially true for bus drivers as they are in many ways the face of the organisation.

We realise how important it is that our drivers are polite and as helpful as possible and that passengers have smooth, comfortable and safe journeys. Any interaction with passengers should be polite and courteous. I can see no reason for the driver to behave in such a rude manner towards you, when all you did was ask why your Oyster card didn’t work, his response was unjust and unacceptable. I can assure you that this type of behaviour is not tolerated by Transport for London.

The details of the bus in question are greatly appreciated and has assisted me in identifying the relevant operating company. With this in mind, you'll be pleased to know that I've made London United (who operates this vehicle on our behalf) aware of your complaint. They will try and identify the correct driver, if successful, they will interview the driver in question about their conduct, and follow this up with appropriate action in line with their internal procedures. For confidentiality reasons we never release details of an interview and any subsequent action taken. But please rest assured the operator will endeavour to ensure that a repeat of this does not occur in the future.

I can sympathise with how you must have felt after this experience. We appreciate your concern regarding the driver’s behaviour.

Please feel assured that we are working with the bus operators to improve the quality of our services, through positive attitudes, courteous behaviour and attention to proper standards of service. This requires a strong emphasis on staff training and we are liaising with the bus operators in order to continue achieving real improvements across London.

I hope this incident has not dissuaded you from using our bus services in future. We work hard to ensure that our high service levels are met. Overall, the majority of London’s bus drivers do an exemplary job, and it is regrettable that isolated drivers cause this reputation to be called into disrepute. Therefore we greatly appreciate you taking the time to raise such incidents with us, as it allows us to take action in the hope that we can continue to improve the level of service provided to our customers.

Once again thank you for taking the time to bring this matter to my attention. I hope your next experience is more pleasant. If I can be of any further help in the future, please feel free to get in touch.

Thank you for your response, unfortunately I have to report another incident on the 419 bus route, which I witnessed today, see below:-

I was on the 419 from Richmond towards Hammersmith at approx. 6.45pm on Thurs 21 June 2012, where I witnessed another rude driver, this time not aimed at me, but I did intervene to help the lady concerned. I did, as well as a fellow passenger, to urge her to complain herself about the incident.

She only had a £10 note, and was told by the driver that it was ok, not realising, as his English was not very good, that he wanted £2.30 or whatever the cash fare is for a ticket? She sat down and then approached the driver at a convenient point, to enquire about her change. He then went off on a rant, accusing her for being rude, saying that he wanted the correct money, she then explained that she had given him a £10 note, and it was not made clear to her, because of his unclear English, that he did not have the change. I was just about to get off the bus at a hail and ride section between Londsale and Suffolk Road, and heard the conversation between the passenger and the bus driver. I spoke to the driver, and said nicely that why did he not explain that he did not have the right change to give her, he then went off on another rant about how he had explained this to her. She was clearly upset about the incident, and really did not want to confront the driver, but the fellow passenger and myself did try to encourage to do so. Incidentally the driver was of Hispanic culture, and the passenger in question was from Brazil and spoke very good English.

I do hope that you will look into this issue, and I hope that I do not have to experience or intervene in another incident again on the 419 in the near future?

OUT

Thank you for your feedback form regarding the conduct of a route 419 bus driver on 21 June 2012. I am grateful for the time you have taken to get in touch and please accept my apologies for the delay to my response.

I was sorry to learn of your experience on the above date. Drivers do not carry change, as we don’t issue floats for a variety of reasons. The administrative burden for bus garages would be greatly increased if they had to provide a float to each driver and deal with the additional cash reconciliation at the end of each duty. In addition, we would not want large amounts of change to remain on garage premises (many of which are portacabins) or on vehicles because of the greater risk of theft. However, our driver’s are the public face of London Buses. As such, they’re expected to behave in a polite and professional manner at all times. I am sorry if this was no the case on this occasion.

I have contacted London United, who operates route 419 for us, about this incident. They will interview the driver in question about his conduct, and follow this up with appropriate action in line with their internal disciplinary procedures. For confidentiality reasons we never release details of an interview and any subsequent action taken. But please rest assured that both we and our operating companies take complaints about poor staff behaviour extremely seriously.

Once again, thank you for bringing this matter to our attention. If I can be of any further assistance please let me know.

0002773605

Notes 11.06.2012 18:47:22 WEBLOGIN

PREFERRED MEANS OF CONTACT: EMAIL I am making a complaint about the driver of this bus who decided to stop his bus full of passengers in front of my house in Suffolk Road, Barnes London so that he could make fun of the fact that someone had parked infront of my drive. He could clearly see that i was distressed as I was desperately wanting to get out to pick up my young son from school. He laughed at me and pointed to the car infront of my drive and shouted "ha,ha". It is disgusting how someone in such a responsible position and having to deal with the public would think that taunting people, for no reason what so ever is acceptable. I was not obstructing the bus or affecting his journey in any way. Direction : Richmond

OUT

Thank you for contacting us on 11 June in regards to the behaviour of a bus driver on route 419. I am sorry to hear of your experience and apologise on behalf of Transport for London. We expect our bus drivers to be polite and considerate, not only to passengers but all members of the public also. The behaviour you experienced is not acceptable and I can assure you that it will not be tolerated. I will pass your comments on to London United, the operating company who run route 419 on our behalf. They will attempt to identify the driver in question and interview them in regards to your experience. After this interview has taken place, they will then follow it up with the appropriate action. However, I must inform you that the details of this interview are strictly confidential and remain a matter between the operator and their member of staff. Thank you again for contacting us and please do not hesitate to get in touch again if you require any further help.

0002813986

Duplicate of 0002764482

0002829309

IN Notes 02.07.2012 11:09:27 OJEBIYAB01 customer said she was walking along longdale road which is a hail and ride area. Customer said that the bus driver approached her and she hailed the bus. Customer said the driver just pointed to the front and then drove off with out picking her. Customer is not happy because the hail and ride are does not have a particular point for pick up. Customer said she had to wait 20minutes for the next bus (SK07DXY).. Customer is not happy with the driver and she wants the driver spokento. OUT No response on case

0002839560

IN Notes 05.07.2012 11:30:52 WEBLOGIN PREFERRED MEANS OF CONTACT: EMAIL The 419 bus route is a really useful and frequent service but it is also very inconsistent in how it works. On the day in question the bus sat on lonsdale road for 5 minutes because it was ahead of schedule - not that the driver told us this and when a young man asked the driver was not very forthcoming with the information. Ok the young man got a bit annoyed with this but I think all everyone wants is a bit of communication. However the point is, is that given that part of the route is on the hail and ride how can he be ahead of schedule and how is that a problem. With the traffice in Hammersmith in the mornings you're going to get stuck in traffic and make up your time then. Also in terms of the hail and ride section you need to make it either clearer to people or the drivers just where the section ends. I have seen drivers not pick up someone from places along lonsdale road, wher previously they would have been picked up from. Direction : Hammersmith OUT Thank you for your enquiry on 5 July regarding your experiences with a route 419 bus and its Hail and Ride section. I am sorry if you were inconvenienced by the pause the driver took on Lonsdale Road.

Despite the route 419 being a Hail and Ride service at this point, a regular schedule needs to be maintained so that customers have a good idea of when the buses will be there to pick them up. This applies along this particular section and upon reaching Hammersmith Bridge, the next regular bus stop.

The trouble with providing information about Hail and Ride sections is that the absence of fixed bus stops means there is significantly reduced potential to provide roadside information to customers. Bus drivers can also only stop to pick up passengers provided that there is a safe place to do so. Nevertheless, I have passed on your comments to the operator of route 419, London United, as a reminder of the need to serve these areas appropriately.

Thank you for your enquiry. Should you have any further queries, please do not hesitate to let us know.

0002848866

IN Notes 09.07.2012 15:21:39 WEBLOGIN

This bus should have been the 3.05pm bus but the driver was just standing there smoking and chatting on his phone. I've been at the stop since 3pm, so asked him if he was the 3.05pm bus and he said yes but did nothing until the next alloted time, departing at 3.20pm. What is wrong with this route- that they always leave early or skip buses or do whatever they like. It is such bad service. Direction : Richmond

OUT

Internet anonymous

0002858237

Notes 12.07.2012 13:37:07 LEWINNA

Customer boarded the bus at Richmond Station and noticed three young girls arguing with a black lady on the bus. The customer sat at the back and these same three girls approached her; with the intent of stealing her bag. The customer refused and these girls began attacking her.

The customer shouted help and went to the driver; who offered no assistance and ignored what has happening. The driver even then let these girls off the bus with the customer and watched them chase her. The customer had to run in to Marks and Spencer (Hammersmith) in order to feel safe and these girls continued to follow her.

The customer is a young female (17) who was returning from a job interview. Her mother is distressed that the driver and other passengers sat and allowed this to occur and offered no assistance. The customer feels the driver offered no protection or safety and in-fact made this worse by not intervening or contacting the police and then by allowing these girls to follow her daughter.

The customer has asked for CCTV to be held. The customer overheard these girl speaking and knows that one of the girls was 11 travelling with her older sister who appeared around 17 and another girl also around 17. She has described the three girls as: 1 black shoulder length curly hair 1 blonde in high bun 1 younger looking- blonde

The customer used her oyster card to board the bus and is able to provide these details if required.

Her mother has made a police complaint, so any assistance would be appreciated as her daughter suffers panic attacks and this incident has made these worse as well causing a lack of trust and willingness to use the bus service.

Could this matter be thoroughly investigated and the results of that investigation dealt with in the most appropriate manner and a response provided to the customer

OUT

Re: Route 419 Incident

I am writing following your telephone conversation with the London Buses Customer Services Call Centre on 12 July.

I am very concerned to learn of your experience while travelling on a route 419 bus, and I am keen to ensure that this incident can be investigated further. The details provided were sent to London United, who operate route 419. London United have since requested further information to aid their investigation. I would be grateful if you are able to reply with information in response to the following points:

• Please can you confirm precisely where in Richmond the incident took place? • Please can you confirm the direction of bus travel? • By describing the driver as being Asian, do you also mean Somalian? • Your contact details have not been passed to London United. However, London United have asked if you are happy for them to receive your contact details in order that they may reply to you directly?

Any additional information you may have about the bus and driver may also be useful.

Thank you for your email. I look forward to hearing from you.

0002888164

Notes 25.07.2012 00:08:02 WEBLOGIN

PREFERRED MEANS OF CONTACT: EMAIL Bus driver was driving at excessive speed along late-night 419 route. Indicated once in wrong direction. Did not stop at Mortlake Road stop in spite of button being pressed at Clifford Avenue, then several times again while driver was speeding towards Mortlake Road stop. Eventually confronted the bus driver and told him he was supposed to stop at Mortlake Road, which was met with a blasé disrespectful response before the doors were opened and I was dropped off on the roadside inbetween Mortlake Road and Marksbury Avenue stops. Asked bus driver very clearly to open the doors again just after they closed so I could get his name, thinking I should register this complaint, but he drove off after aggressively passing me off with a hand wave. Direction : West

OUT

Re: Route 419 Driver

Thank you for your email dated 25 July. I was concerned to learn of your experience involving a route 419 driver, and I am sorry for the inconvenience and upset caused as a consequence.

Our bus drivers have a duty to provide passengers with a safe, smooth and comfortable journey. To drive a bus erratically and at excessive speed, such as you have described, is unacceptable. Drivers are considered to be the public face of London Buses. As such, they’re expected to behave in a polite and professional manner at all times, and to ensure that bus stops are served in the correct manner. It is disappointing to learn that this was not your experience on this occasion.

The details of your complaint have been sent to London United, who operate route 419 for us. I have asked that the London United management endeavour to identify the driver in question and interview them. Please rest assured that appropriate action, in line with the company's internal procedures, will be taken as a result.

Thank you for bringing this matter to our attention. Please feel free to contact me if I can be of further assistance.

0002892450

26.07.2012 11:33:21 WONGOL

E-Mail from customer

Dear Transport for London,

The same driver does not stop at the end of Suffolk Road and Junction of Lonsdale Road. He drives down to Lime Tree Close This has happened to me 3 Times and my husband 4 times. I have heavy shopping and my husband walks with the aid of a stick. I think it is a disgrace that these drivers can do what they want

OUT

Thank you for your feedback regarding an incident where a driver failed to follow the correct stopping procedures. I am grateful for the time you have taken to get in touch.

Please accept my apologies for the obvious inconvenience and distress this matter has caused you. As a regular bus traveller myself, I can imagine how frustrating this must have been for you.

You will be pleased to know that we have changed the stopping procedures, with a view to removing the distinction between compulsory and request stops. This means that drivers will have to stop at all stops where there are waiting passengers. If another bus is blocking the stop, the driver should wait until it has moved away to ensure he doesn’t miss any waiting passengers. However, passengers must still always press the bell in sufficient enough time when they wish to alight the bus. Drivers are instructed and constantly reminded of the need to keep a sharp lookout for intending passengers at all times.

The above will simplify stopping procedures and remove any confusion for both drivers and passengers. It is disappointing to hear that these basic procedures were not followed on the day concerned.

I can sympathise with how you must have felt after this experience. We appreciate your concern regarding the driver’s behaviour.

0002895120

Notes 27.07.2012 11:46:34 DAUDUOL

MOP reports that while she was on the bus there was someone on the road trying to hale the bus at houseman's road but the driver didn't stop and said he needs to go to the end of the road and when she was about the get off the bus at Verdun road, the man ran and caught up with the bus and when he was about to get on the bus the driver told him he had to go to the end of the road.

MOP responded to the driver that the man can get on the bus because it is hale and ride bus but the driver began arguing with her that they only stop to pick up passengers at the end of the road.

MOP said there are mothers with children and elderly passengers who have been abandoned by these drivers because they refused to pick up passengers. She said that when the bus first started as an hail and ride, drivers used to wait to pick up passengers but for some reason now, they have not been picking up passengers. She said if the bus operating company does not want it to hail and ride anymore they should put up rules and designated stop for customers to wait.

Customer said this is been going on for years now and she would appreciate if something is done about this. She wants fed back to her query.

Please respond to customer.

OUT

Thank you for your telephone call on 27 July, regarding Hail and Ride on route 419.

In light of your comments, I contacted London United, who operate this route on our behalf. They have asked me to forward their response to you, which I have enclosed.

Once again, thank you for taking the time to contact us. Should you require any further assistance in the future, please do not hesitate to contact me again.

From the information supplied, the driver has been identified and dealt with through the company disciplinary procedure.

Hail and Ride on any urban route is very difficult to operated as in theory the bus should be able to stop when hailed, in reality in residential roads due to the number of parked vehicles, side turning and junctions this is not possible, therefore driver on these route are instructed to stop where it is safe to do so. Having a long involvement with route 419, Howsman Road is a very difficult road to stop in due to the parked cars on both sides of the road, I am aware that some of our drivers stop at the junctions either end of the road, I do not deem this a safe, unfortunately this is where most customer wait.

Yours sincerely

The concept of hail and ride was originally designed to rural routes where there were no bus stops, this was then brought into urban areas when new smaller bus were designed that could traverse small residential areas that had not had a bus service before.

In respect of Bus stops. As an operator I would like to see bus stops on every hail and ride route, unfortunately it is not a decision a bus operator can make, it is a matter for transport for London, the Local Council and of course the local residence, as before a bus stop can be located and erected there is a consultation process with the local residence and in most cases no one wants a bus stop outside their house.

The issue of where to stop or not to stop will never be resolved, as an operator we cannot allocate pick up points as this would constitute a stopping, as frustrating as it is some customer will always be in the wrong place and have to walk to the bus, that said the driver should always wait for them and never leave anyone stranded.

0002902816

I'd like to make a complaint about the driver of bus 419 destination Hammersmith who failed to stop at the Richmond Circus bus stop on the Lower Mortlake Road, on Monday 30th at approx. 08:12 today

I understand that this bus stop is a compulsory stop and therefore want to know why the driver failed to stop as there were passengers waiting for the bus

OUT

Thank you for your feedback regarding the behaviour of the driver of a number 419 bus on 30 July. I am grateful for the time you have taken to get in touch. I am sorry to hear the driver did not open the doors of the bus for you at the Lower Mortlake Road bus stop. Please accept my sincere apologies for the obvious inconvenience and upset this matter caused you. You will not be surprised to learn that we expect the very highest standards of service from everyone representing London Buses. This is especially true of bus drivers as they are in many ways the face of the organisation. Drivers receive comprehensive training to enable them to perform their duties effectively. Customer service is central to this training. Clearly, bus stops should be served properly with drivers keeping a keen eye out for waiting passengers. Thanks to the information you have provided, London United Busways, who operate route 419 for us will be able to identify the driver involved. An interview will take place and this will be followed up with appropriate action in line with the operator’s company procedures. For confidentiality reasons we never release details of an interview and any subsequent action taken. But please rest assured the operator will endeavour to ensure that a repeat of this does not occur in the future. Thank you again for bringing this matter to our attention. Should you have any further queries, please let me know. 0002912118

Notes 05.08.2012 00:08:00 WEBLOGIN

PREFERRED MEANS OF CONTACT: EMAIL We left the bus station rapidly and turned the corner towards Hammersmith Bridge Road at about 40mph honking loudly at other road users. As he approached the next bus stop he hardly slowed down, despite two buses pulling in obscuring his view of potential passengers, and accelerated again as a passenger ran out to flag him down. If he did see him, he did not stop and he protested when I tried to tell him that he had missed a fare. He refused to speak to me even when the bus next stopped and also refused to divulge his driver number. His attitude was obnoxious and another passenger said he had met this driver and this behaviour before. I am appalled by the lack of concern for customers displayed by this driver, both in terms of safety and service. He was clearly more concerned with getting home than running a good bus service, and I don't believe someone in such a mood should be allowed to drive. I would be grateful for a response to this complaint and some positive action to prevent a repeat of this behaviour. I am always polite to drivers but they are not generally interested in dealing with customers only in driving buses. I believe they should be given customer service training, as there is little evidence of this from any driver. Today's example was extreme. Direction : Richmond

OUT

Re: Route 419 Driver

Thank you for your email dated 5 August. I was concerned to learn of your experience involving a route 419 driver, and I am sorry for any distress or inconvenience caused to you and other passengers as a result.

Our bus drivers have a duty to provide passengers with a safe, smooth and comfortable journey. They are also considered to be the public face of London Buses. As such, they’re expected to behave in a polite and professional manner at all times. Erratic driving and rude and aggressive conduct, such as you have described, is completely unacceptable. Furthermore, drivers should ensure that they serve all designated bus stops in the correct manner. It is disappointing to learn that this was not your experience on this occasion.

Thank you for bringing this matter to our attention. Please feel free to contact me if I can be of further assistance.

0002973916

Letter attached

OUT

Thank you for your feedback regarding the experience you had on a 419 bus on 1 September. I am grateful for the time you have taken to get in touch. I am sorry to hear that a bus driver was rude towards you and drove through a red light. I can assure you that this type of behaviour is not tolerated by Transport for London. Please accept my sincere apologies for any inconvenience or distress caused by this regrettable incident. You won’t be surprised to learn that safety, of other road users as well as that of our passengers, is an issue we take extremely seriously. Our drivers receive comprehensive training to enable them to perform their duties to the highest standard. As you would expect, safety is a vital part of this training. To drive a bus through traffic lights and direct aggressive behaviour towards customers is totally unacceptable. We realise how important it is that our drivers are polite and as helpful as possible and that passengers have smooth, comfortable and safe journeys. Any interaction with passengers should be polite and courteous. The details of the bus in question are greatly appreciated and has assisted me in identifying the relevant operating company. With this in mind, you'll be pleased to know that I've made London United Busways (who operates this vehicle on our behalf) aware of your complaint. They will try and identify the correct driver, if successful, they will interview the driver in question about their conduct, and follow this up with appropriate action in line with their internal procedures. Please feel assured that we are working with the bus operators to improve the quality of our services, through positive attitudes, courteous behaviour and attention to proper standards of service. As you correctly pointed out, this requires a strong emphasis on staff training and we are liaising with the bus operators in order to continue achieving real improvements across London. Once again thank you for taking the time to bring this matter to my attention. I hope your next experience is more pleasant. If I can be of any further help in the future, please feel free to get in touch.

0002974908

Notes 06.09.2012 17:03:11 MAVROUZO

Customer complained because a driver didn’t let her off at the Hail and Ride section at her requested point.

She was on Verdun Rd going towards Richmond.

Customer pressed the bell twice after another customer was let off shortly before.

Driver didn’t stop and she questioned him. Driver said rudely: “You want me to stop the bus every two seconds?”

Driver stopped further down and the customer had to carry her shopping bags.

Customer said most drivers on this route are very nice and she hasn’t complained before.

OUT

No response on case

0002982163

Notes 11.09.2012 10:19:06 WEBLOGIN

PREFERRED MEANS OF CONTACT: EMAIL My son and I boarded the 609 bus at Hammersmith Broadway (Butterwick) Bus station this morning for the 8.04 service towards Mortlake. It is my understanding (and that of other passengers) that the section of the route along Lonsdale Road is "hail and ride" (as it is for the 419) and we have previously been on the 609 and it has stopped for us without incident on Lonsdale road outside St Paul's School. This morning the driver refused to stop before the bus reached Harrodian School, which meant that my son and I had to walk back up Lonsdale Road and were consequently late for school and work respectively as the journey took us an extra 15 minutes. Please would you clarify whether this section of the 609 route is "hail and ride" - I have just consulted the map and it is shown as "hail and ride" in one direction but not the other, which has confused me further.

OUT

I am writing in reply to your communication to London Buses Customer Services (Ref No. 2982163) concerning the difficulties you and your son experienced when travelling by Route 609 on 11 September 2012, which has been passed to me for attention.

There appears to be a misconception that route 609 operates as Hail and Ride, this is not the case. I believe confusion exists because the Route 419 does have a hail and ride section where the routes overlap.

We are exploring with London Buses and Richmond upon Thames Borough Council if there is any possibility of a stop near St Paul’s school.

I should like to apologise for the annoyance and inconvenience caused on this occasion.

0002987735

Notes 13.09.2012 11:18:39 OGUNLASI

Customer called to complain that the bus driver was really rude and aggressive

Customer said that the bus driver was really aggressive to old an elderly people on the bus and would not stop to pick up

Customer said that she got off at Barnes at 11:04

Customer was not impressed with the bus drivers attitude

Kindly investigate

OUT

No response on case

0003011770

Notes 24.09.2012 12:49:08 WEBLOGIN

PREFERRED MEANS OF CONTACT: EMAIL This is about the bus driver of this bus who closed the exit door as a child was stepping off the bus (age about 4) and this left the little boy in the gutter alone as his grandmother was still on the bus. I watched as she made her way to the driver as he would not open the door. She was agitated and he told her that he wouldn't open the door as she was shouting at him to do so! I saw that the little boy was walking along the gutter towards the front door of the bus and I was afraid the driver would just drive away (wouldn't put it past some of them)so I took his hand and lead him on to the pavement and we both went to the front door. The driver opened this door and the lady was sort of arguing with him and I shouted out to him that he was a f...... pratt. He then drove off leaving the lady and little boy very shaken. I have told my MP Zac Goldsmith all about this incident and all about how drivers hardly every manage to stop near the curb even though they have plenty of room and that they wont always stop (hail and stop) even if like me you have a walking stick. They hardly ever lower the platform for people. Some drive too fast and some wont stop when you ring the bell. This has happened to a gentleman of 81 and he was just told to f...... off. A lot of them, just don't care and make our lives a misery on the journey to Richmond from Hammersmith and visa versa. Direction : Richmond

OUT

Thank you for your comments on 24 September concerning the behaviour of a bus driver on route 419.

I was concerned to learn of the events you describe. We expect drivers to promote a positive image of London Buses and to act professionally at all times. I am sorry the driver behaved in this way towards these passengers and apologise for the upset this caused.

Drivers receive comprehensive training to enable them to perform their duties effectively, a central part of which is customer service. Clearly, this kind of behaviour is unacceptable and I am disappointed to hear that it came from a London bus driver.

I can assure you that all of our bus drivers are trained to allow time for customers to board and disembark when stopping at bus stops. We require them to serve all stops in a thorough and professional manner. I am sorry to hear that you feel the driver failed to do so on this occasion.

The observations you have provided have been passed to London United, who operate route 419. The operator will endeavour to identify the driver from theses details. An interview will take place and this will be followed up with appropriate action in line with the company’s procedures. For confidentiality reasons we never release details of an interview and any subsequent action taken. However, please rest assured that both we and our operating companies take complaints about poor staff behaviour extremely seriously.

We are committed to improving driver behaviour and need to know when instances like this occur. Should you experience or witness any further problems, please let us know and we will take them up with the operator concerned. Any information that can be provided – time, date, location, route number, bus registration number – will be gratefully received as this helps us to take action with individual drivers who provide poor service.

Thank you again for bringing this matter to our attention. Should you have any further queries, please let us know.

Thank you for your reply.

I have also received a reply from Zac Goldsmith which contains similar reply from yourselves.

I do not agree with all you say about the drivers of the 419 bus route (obviously ~ have complained before via our last MP, Susan Kramer).

I suspect some are desperate to keep to their schedule and some are just useless and should not be driving any bus.

I have kept notes in my phone so will go through them today and get back to you and I will do as you suggest and make detailed notes in future for you but I think nothing will change their attitude. Even swearing at people to f...... off if they don't like it.

I talk to other people at bus stops and most have had some unfortunate/rude encounter with a bus driver on this route.

Once, again, thank you for your reply.

0003012207

Dear Zac G,

Idon't know if you have complaints about the bus No.419 but I and other people that I speak to have.

I used to inform Sudan Kramer and I think that she did contact the 419 bus company but I don't remember if they every replied to her as I can't remember if I ever received a letter from them. But problems and issues regarding how the drivers react and speak to us, not to mention their driving have never been resolved.

For instance, today, I got the 2.15pm 419 fromHammersmith to Mortlake Sorting Post Office in order to walk round the corner and get a train to Richmond in order to get the train to Windor. A lady was following me of of the bus (which was about 18" from the curb. I just got off and looked round as there was a little boy of about 4 just got off the bus ON HIS OWN and the doors has started to shut as he was getting off and DID SHUT leaving his grandmother on the bus. I looked at the bus doors expecting them to open and let her off but they didnt and the little boy was left in the gutter. I saw that the lady was upset and she was making her way on the bus to the driver as he would not open the door to let her off.

I saw that the little boy was upset and he was walking along the gutter towards the bus driver and fromt door calling something. I took hold of his hand telling him that 'mummy would soon be off the bus' (didn't know then that the lady was his grandmother) and I got him onto the pavement as I was worried that the bus might drive off. The front door opened and the lady was having words with the driver and I called out to him that he was a fu...... ng pratt (had so much trouble with them before) and he was saying that if she had calmly asked him to reopen the back door he would have BUY she was shouting at him to do so ~ of course she was shouting ~ her 4yr old grandson was off the bus on his own. I was almost caught in a closing door just the other day.

This driver was a small black guy.

Examples of what we have to put up with from 419 drivers: the 419 would not stop at the stop an elderly man wanted, so the man went to talk to the driver and had a word with him and the bus driver had heated words with the man which sounded rude. The man then got off when the driver next stopped.

A friend of mine who is 81 has rung the bell so that the bus can stop just after it turns right into Suffolk Road from Ferry Road which is where many stop, but went on and on, stopping later so had words with him as he had rung the bell in plenty of time and was just told that they can stop when they like and if he didn;t like it he shouldn't use this bus.

I once complained to a 419 bus driver because he didn't stop when I rang the bell but carried on to 'an established stop' (which is what they are doing) and he told me to 'fuck off'' if I didn't like it.

Most of these 419s seem incapable of stopping close to the kerb so that elderly people and people like me who use a walking stick have difficulty getting onto the bus and same thing happens when they stop. They don't even park close when they know that someone with a puch-chair is getting on and off again. And they don't lower the platform either.

Several times, when I have put my hand out in my road (Howsman Road) about half- way along, with my walking stick in view, the bus has just sailed past! or stopped and the driver has said that he is stopping as a favour to me but would I walk to either end of Howsman next time! Why o why is this bus called 'Hail and Stop' then......

Buses sail past people who are at a bus stop and put their hand out for the bus to stop

There are other things to complain about but I am approaching brain-dead and time to go to bed mode now.

It really makes travelling on the 419 stressfull (a few go too fast as well). There are a few really lovely drivers who do all they can to stop when we want them to; lower the platform; park nice and near the kerb and actually have a smile on their faces.

Perhaps a word from you would be met with respect from the bus company concerned and we would be promised a better service.

Yours truly,

OUT

I have reviewed this complaint and my findings are as follows:

There was a 419 departure from Hammersmith on 22/09/2012 at 14:19, (time given in complaint 14:15)

The drivers log card show the driver to be a White female.

Having read the details of the complaint I am very concerned that one of my staff would act in this way, I am therefore eager to identify the driver and deal with him through the company disciplinary procedure.

Unfortunately with incorrect information, it would only be an assumption if we looked at the description and matched it to a driver who may have been driving 30 minutes either side of the time stated, therefore it would not be possible to discipline the driver.

We expected all of our staff to act in a professional manner at all times and show a duty of care, if it is proven that they have failed to carry out their duty to the standard expected, disciplinary action will be taken up to and including dismissal.

I have checked our public complaint records to see if the (mother) grandmother of the child had reported the incident, no complaint received.

In response to other general observation of the route, with dates, times, bus numbers the offending drivers can be dealt with. In respect of the Hale and Ride section of the route, drivers are advised to stop only where it is safe to do so, in respect of Howsman Road, this often has vehicles parked on both sides of the road, the road is traverses in both direction, if the bus stops it will block the road many drivers do not stop for this reason, but will stop at either end and wait for passengers.

0003038214

Notes 04.10.2012 16:12:32 CHICOUON

Customer called to make a complaint about bus driver.

Advised she was waiting for about half an hour for bus when it did come, she was with her young child and had a bike with her however driver refused to let her on the bus with bike.

Advised customer normally only folded bikes are allowed on buses and it is to the driver's discretion however customer advises there was only 3 people on bus and wheelchair area was empty so couldn't see any safety issues.

Also the driver's attitude towards her was very bad as he kept shouting at her that she couldn't get on with bike.

Please investigare customer would like feedback to complaint

OUT

Thank you for your feedback regarding the policy of bringing bikes on our buses. I am grateful for the time you have taken to get in touch.

We do not allow unfolded bikes on our vehicles, for safety and capacity reasons. However, under normal circumstances, such as off peak times, you can certainly travel on our buses with a folded-up bike.

However, this is providing that it is not put on any seats and is not blocking any aisles, stairs or designated wheelchair areas. In most instances folded bikes should be placed in the luggage space provided.

On occasion, when the buses are exceptionally busy, drivers can refuse permission for you take any item onto our services. Below I have included a portion from our Conditions of Carriage for your reference:

12.1.1. For safety reasons, and for the comfort of other customers, we have to control what you can bring with you onto our buses, trains and property, although we do not charge you for the things we allow. If you have luggage or a folding buggy/pushchair, or a shopping trolley or cycle you must not put it on the seats or allow it to block gangways, stairs, lifts or passages.

12.1.2. You may bring with you:

- personal luggage that you are able to carry yourself (including up/down fixed stairways). - folding buggies and pushchairs that you are able to carry yourself (including up/down fixed stairways).

- any other item, provided it is not dangerous or likely to injure anyone.

12.1.3. You must not bring anything with you that:

- is more than 2 metres long.

- you are unable to carry yourself (including up/down fixed stairways).

- is a hazardous or inflammable substance.

- is likely to cause injury or offence to other customers or to our staff.

- is likely to cause damage to buses, trains or stations.

12.1.4. Staff can refuse permission for you to take any item onto our services. If you are not sure if a particular item will be allowed, contact London Travel Information for advice before you travel.

I was very concerned to learn of the bus driver’s behaviour towards you. You will not be surprised to learn that we expect the very highest standards of driving, courtesy and behaviour from all of our staff. This is this especially true for bus drivers as they are in many ways the face of the organisation.

We realise how important it is that our drivers are polite and as helpful as possible. Any interaction with passengers should be polite and courteous. No excuse can be made for the behaviour of this particular driver. I would be grateful if you could accept my apologies.

The details of the bus in question are greatly appreciated and has assisted me in identifying the relevant operating company. With this in mind, you'll be pleased to know that I've made First (who operates this vehicle on our behalf) aware of your complaint. They will try and identify the correct driver, if successful, they will interview the driver in question about their conduct, and follow this up with appropriate action in line with their internal procedures. For confidentiality reasons we can not release details of the interview or any subsequent action taken. But please rest assured the operator will endeavour to ensure that a repeat of this does not occur in the future.

Thank you once again for taking the time to write. If you have any queries in the future please feel free to contact me.

0003044856

Notes 08.10.2012 11:30:42 BECKFOSA

Customer callewd to complain that the buses are never on time and the drivers are very rude.

OUT

No response on case

0003049680

Notes 10.10.2012 08:35:22 WEBLOGIN

On the 419 route to hammersmith, there is a long open stretch at the end of lonsdale road covered by a yellow line. This is still part of the hail and ride section (I have been picked up here many many times). The driver turned me down TWICE at 2 different points on the stretch (note, the bus was mostly empty). As I crossed the road, I motioned that I was taking his number plate down and he opened the window shouting "its my licence, I can do what I want". As a result of this I missed my connecting train and was late for a meeting at work.

I take this as rude, completely unacceptable behaviour, which had a direct impact on my livelihood.

This is the first such complaint I am making about a driver in Barnes, and I have lived there for 27 years.

OUT

Internet anonymous

0003057484

Notes 12.10.2012 17:56:59 BECKFOSA

Customer called to complain that she had to wait 35 minutes for the bus. When the bus arrived she asked why, he said "do you want to come and see with me. he then said very rudely daid "traffic" .

At the start of the journey the bus had on the front Mortlake but the driver changed it to Richomond and shortly terminated the bus shortly. He did not inform the passengers. The Driver was very rude and suggested if they wanted to complasin that they should do so.

OUT

No response on case

0003067711

Notes 17.10.2012 12:56:04 WEBLOGIN

PREFERRED MEANS OF CONTACT: EMAIL I had to wait 1 hour 20 minutes for the bus. I also had to wait for over an hour one evening last week. This bus service is appalling Direction : towards Hammersmith

OUT

Thank you for your comments on 17 October regarding the extreme lateness of a 419 bus towards Hammersmith Bus Station. Please accept my apologies for the inconvenience these delays have caused you.

While delays in service will occur from time to time, it is disappointing to note the length of time you were left waiting for this service and that you have had a similar issue recently. This must have been very frustrating for you. Buses on this route are required to leave the garage at regular intervals to maintain an even service.

Buses on this route are subject to delays due to emergency water works taking place near the junction of Lower Richmond Park and Marksbury Avenue, which require lane closures to be put in place. This is expected to be completed on 25 October.

I have contacted London United, who operate route 419, and informed them of your dissatisfaction with this service. They will make sure their buses are sticking to the timetables wherever possible, and will continue to work with us to reduce late running buses.

Thank you again for bringing this matter to our attention. Should you have any further queries, please let us know.

0003071475

Notes 18.10.2012 17:14:10 JABERSA

Customer just called in complaining about injury on bus route no. 419 towards Hammersmith.

Customer says she boarded the bus at Richmond about 16:09hours, on the way other passengers requested to get off at Hail & Ride section on Stanley Road.

Customer says when passengers got off, the driver moved the bus too quickly causing the customer to fall on the floor and injured herself and bruised.

Customer wants to make a complaiint and requested this to be investigated and CCTV to be held.

Customer doesn't have any other details apart from what she had provided below and says that this happen on that bus between 16:10hours and 16:45hours.

Customer didn't ask for a response but said she is going to send a letter to the operator in her own words to describe the situation.

Please investigate.

OUT – garage called customer directly

Good morning,

We’ve just received above complaint and due to the nature of it we were wondering if you have got a phone number or email address so we can contact the complainant directly.

Thanks

0003074576

Notes 19.10.2012 20:02:32 CHICOUON

Customer called to make a complaint regarding service on 419 bus route.

Advised lives in Barnes and realise on 419 bus service alot, was at Richmond station yesterday bus came and said mortlake so he couldn't take as wanted to go hammersmith.

Then got 319 which terminates at Fulham, but during bus journey said it only going to Stamford brook.

Eventually when he got to Hammersmith went to bus station where 419 to get bus leaving at 20:51 got there 10 minutes earlier but when that bus came it drove past not in service and customer had to wait for next bus which didn't come until 21:20.

Customer not happy at all advised recently service on the 419 route has been getting worse also advised would be good if drivers could communicate more with passengers as regards to updating what problem with delays is if any like they do on tubes and trains.

Customer would like complaint registered no response required

Notes 24.10.2012 18:18:55 JABERSA

Customer just called in chasing his case.

I have advised the customer to allow more time for the operators to investigate the issue.

Customer didn't ask for response this time as well.

Thanks.

OUT

No reply on case

0003081543

Having arrived yesterday at Richmond station from Gatwick at 17.40 I crossed the road to get the 419 which -according to the timetable at the bus stop was due to arrive at 17.48 It never arrived as also did the next two scheduled buses 18.04 ,18.19, One finally arrived at 18.30 but only went to Barnes Bridge when we all had to get off and wait for another bus. It was pouring with rain and the bus shelter in Richmond has been removed I and my suitcase got soaked. This is not the first time this has happened and as all the other routes seemed to have no problems why is this one so unreliable? I am 76 and live in Walnut Tree Close on the hail and ride section and rely on this to get me to Richmond or Hammersmith. Please update the timetables !! Plus a better Sunday service. I await your reply with anticipation of a 'cure' ASAP.

OUT

Thank you for your recent email regarding route 419. I can certainly help you with this matter, and I would like to start by apologising for the inconvenience caused due to late running and bus stopping short of its final destination.

We realise that buses need to be reliable and convenient if we are to encourage more passengers to use our services, and we regularly monitor the bus network to identify those routes that fail to perform to the standard we expect. We then work closely with our operators to overcome the problems which may be causing delays, and improve the level of service that is offered to our passengers.

When a bus is particularly delayed, usually due to things such as traffic congestion, illegal parking or accidents, route controllers can stop it short of its usual destination. This allows the delayed bus to turn around, and return to its usual place in the timetable in the opposite direction. This also prevents severe delays from being passed from one journey to the next and delaying other buses along the route. I realise that this can cause delays for some passengers, although this decision is taken to benefit the majority of passengers using the service, and we expect operators to only take this action as a last resort.

We are constantly looking at ways to reduce instances of delays, as well as investing heavily in technology which is also aimed at providing a more consistent and efficient bus service.

I have forwarded the details of this incident to London United Busways, the operator of this route, and asked that they look into the concerns you have raised. The Route Performance Manager will address the issues you have raised to ensure that curtailments only happen where absolutely necessary in the future.

Once again, thank you for taking the time to contact me. I am sure that your next journey by bus will be more agreeable.

If I can be of any further assistance, please feel free to contact me.

0003088095

Notes 25.10.2012 17:27:23 HAYESAL

The customer says that at 16:46 the driver said went past the stop where her daughter and schoolfriends wanted off.

They had rung the bell three times but the bus went on and they had to get off at Hammersmith bus stationitself which the customer is not keen for them to do regarding crossing roads from there. (She says it has happened before with a different 419 driver.)

The girls went to the bus station office to make a complaint but they referred them to us and said that the bus in question was not displaying a running number.

Note: they had got onto this bus in Barnes about five minutes beforehand.

OUT

No response on case

0003091655

Notes 27.10.2012 14:56:23 WEBLOGIN

PREFERRED MEANS OF CONTACT: EMAIL Erratic and aggressive fast driving. Refused yo open front doors and directed me to back door with my pram thus preventing me from paying until the bus was in motion and dangerous for my child in his pram.

OUT

Thank you for your feedback regarding an unfortunate experience you had on a 419 bus as a result of a bus driver’s poor driving and inappropriate behaviour. I am grateful for the time you have taken to get in touch. Please accept my sincere apologies for any inconvenience or distress caused to you. You will not be surprised to learn that we expect the very highest standards of driving, courtesy and behaviour from all of our staff. The safety of our passengers and other road users is an issue we take extremely seriously and our drivers receive comprehensive training to enable them to perform their duties to the highest standards. It is clear from what you have described to me that this driver has failed these standards by driving erratically and too fast. I can assure you that this type of behaviour is not tolerated by Transport for London. You also comment that the driver did not let you on the bus with your pram from the front door. Drivers are instructed that prams should board from the front door of the bus unless this is not possible as is the case when for example a pram is too large to use the front door. I can see no reason for this driver to insist that you board from the back door or to not give you enough time to secure your pram and pay your fare before starting the bus. The details of the bus in question are greatly appreciated and have assisted me in identifying the relevant operating company. With this in mind, you'll be pleased to know that I've made London United (who operate this vehicle on our behalf) aware of your complaint. They will interview the driver in question about her conduct and follow this up with appropriate action in line with their internal procedures. For confidentiality reasons we never release details of an interview and any subsequent action taken but please rest assured the operator will make sure that a repeat of this does not occur in the future. In closing, allow me to stress that we at Transport for London realise how important it is that our drivers follow proper procedures and are polite and helpful so that passengers have smooth, comfortable and safe journeys. Any interaction with passengers should be polite and courteous. Overall, the majority of London’s bus drivers do an exemplary job and it is regrettable that isolated drivers cause this reputation to be called into disrepute. Therefore we greatly appreciate your taking the time to raise this incident with us as it allows us to continue working towards improving the level of service provided to our customers. I do hope that this incident has not dissuaded you from using our bus services in the future. If I can be of any further help, please feel free to get in touch.

0003108335

Notes 03.11.2012 19:59:26 WEBLOGIN

PREFERRED MEANS OF CONTACT: EMAIL My 15 year old son and his friend had waited over 20 minutes in the cold for a 419 going towards Richmond. The bus driver saw them. They put out their hands, he looked at them but drove off without stopping. They said he could not have failed to have misunderstood the situation. He simply ignored them.

OUT

Thank you for your comments on 3 October regarding the behaviour of a bus driver on route 419.

I was concerned to learn of the events you describe. We expect drivers to promote a positive image of London Buses and to act professionally at all times. I am sorry the driver failed to stop for your son and his friend, and apologise for the inconvenience this caused.

Drivers receive comprehensive training to enable them to perform their duties effectively, a central part of which is customer service. Clearly, bus stops should be served properly with drivers keeping a keen eye out for waiting passengers and stopping as appropriate. It is disappointing to hear that this basic procedure was not followed.

Details of your son’s experience have been passed to London United, who operate route 419. The operator will endeavour to identify the driver from the details you have provided. An interview will take place and this will be followed up with appropriate action in line with the company’s procedures. For confidentiality reasons we never release details of an interview and any subsequent action taken. However, please rest assured that both we and our operating companies take complaints about poor staff behaviour extremely seriously.

Thank you again for bringing this matter to our attention. Should you have any further queries, please let us know.

0003110014

Notes 05.11.2012 10:55:39 WEBLOGIN

PREFERRED MEANS OF CONTACT: EMAIL I waited at the bus stop from 8.55 until 9.45. The 9.02 and 9.17 had not turned up and when the next bus arrived (at 9.45) it was so full we couldn't get on it. This "service" is a joke and one of the worst bus routes I've ever used. Direction : towards Richmond

OUT

Thank you for your comments on 5 November regarding missing 419 bus services towards Richmond bus station which delayed your journey. Please accept my apologies for the inconvenience you were caused.

While delays in service and the cancellation of buses will occur from time to time, it is disappointing to note the length of time you were left waiting for this service. This must have been very frustrating for you. Buses on this route are required to leave the garage at regular intervals to maintain an even service.

I have contacted London United, who operate route 419, to let them know of your dissatisfaction with this service. They will make sure their buses are sticking to the timetables wherever possible, and will continue to work with us to reduce late running buses.

Thank you again for bringing this matter to our attention. Should you have any further queries, please let us know.

0003110775

Notes 05.11.2012 13:37:49 BECKFOSA

Customer called to complain that on two seperate occasion her daughter has requested for the bus to stop in the hail and ride section by Kelmington road. On both occassion the driver has refused to stop and continued untill he was satisfied to stop. This stop in where all drivers stop but on this ocassion the driver refused. Her daughter is only 11 and was terrified that the driver had let her off in at a stop that she werent aware of. The customer is very angry and would like the driver investigated and to be updated with the result.

OUT

Thank you for your comments on 5 November regarding a bus driver on route 419 not stopping where they were expected to.

I was concerned to learn of the events you describe. We expect drivers to promote a positive image of London Buses and to act professionally at all times. I am sorry the driver failed to stop at the place requested by your daughter in a Hail and Ride section of the route. I apologise for the inconvenience and upset this caused.

Drivers receive comprehensive training to enable them to perform their duties effectively, a central part of which is customer service. Clearly, Hail and Ride sections should be served appropriately with drivers stopping where it is safe to do so to allow requesting passengers to disembark. It is disappointing to hear that this basic procedure was not followed.

Details of your daughter’s experience have been passed to London United, who operate route 419. The operator will endeavour to identify the driver from the details you have provided. An interview will take place and this will be followed up with appropriate action in line with the company’s procedures. For confidentiality reasons we never release details of an interview and any subsequent action taken. However, please rest assured that both we and our operating companies take complaints about poor staff behaviour extremely seriously.

Thank you again for bringing this matter to our attention. Should you have any further queries, please let us know.

0003112703

Notes 06.11.2012 10:17:03 BECKFOSA

Customer called to complain that the bus driver is always avoiding to pick passengers up at Manor circus/ Richmond. According to her he drives in the outside lane delibratley and does not make any attempt to pull into the bus stop. It always the same driver and he needs to be investigated.

OUT

No response on case

0003120462

09.11.2012 16:59:29 JOSEPHGE01

Customer advised that details of their complaint would be sent to London United. ______Notes 08.11.2012 18:11:49 BEESONDY

MOP is alleging she had to wait 30 minutes for a service today. MOP has made many complaints (ST3057484 to name one) about this route being delayed in the past.

MOP would like soemthing done about the perfromance of this route. She alleges that between 16:00 and 17:00 there is a agp in service of between 30 and 40 minutes every evening in the direction of Hammersmith. MOP has also alleged that the frustrations of passengers are heightened by the alleged poor customer service skills of the drivers on this route. MOP alleges that many of them cannot speak english and a significant proportion are sarcastic.

MOP alleges that on more than one ocassion, after the late arrival of a bus she has asked the driver to given her a reason as to why they are so late. MOP alleges that rather than the driver have the skill to deal with the situatiion they encourage customers to ring an make a complaint. MOP finds this culture unbelievable.

Please look into the allegations made by the MOP and send her a written response.

OUT

Thank you for contacting us about the delays that you experienced as a result of route 419.

I appreciate you bringing this matter to our attention, as it’s one of our aims to provide a reliable service for passengers to have confidence in. Please accept my sincere apologies for any frustration and inconvenience caused as a result of the delays that you endured.

Our route controllers work hard to maintain a consistent service, but road conditions can change suddenly at any time. Our routes can be affected by unexpected delays caused by problems such as traffic accidents, roadworks, illegal parking or staff shortages. This can often lead to passengers facing significant delays and disruption to service.

I have contacted London United, who operates route 419 for us and have made them aware of your complaint. I have also instructed them to remind all drivers despite these circumstances to make an effort to stick as possible to the scheduled timetables.

Please be assured, we continually monitor the bus network to ensure that routes are meeting their performance targets or identify any that are not. Where a problem becomes apparent, our Performance team will work with the operating company concerned to overcome it.

Once again, thank you for bringing this matter to our attention. If I can be of any further assistance please let me know.

0003120832

Notes 08.11.2012 21:52:20 WEBLOGIN

PREFERRED MEANS OF CONTACT: EMAIL i had been waiting at the hammersmith for 15 minutes. The 419 parked at the bus stop behind 3 other buses. I ran to get the 419, however although he saw me coming he closed the doors and drove off. Another man sprinted ahead of the other 3 buses to pull him over, he caught the bus and asked him to wait for me. I ran after him but the bus driver closed the doors in my face. He pulled out and waited at the red lights, I was outside the doors asking him to let me in as i had been waiting and it was late at night so i didn't want to walk home alone. He mouthed 'fuck off' at me, then sat there for a minute or two until the lights turned green and drove off. Direction : to barnes

OUT

Thank you for your comments on 8 November regarding the behaviour of a bus driver on route 419. I apologise for the inconvenience and upset you were caused.

Drivers are expected to promote a positive image of London Buses and to act professionally at all times. While I am sorry this driver did not allow you to board the bus and behaved in the unacceptable manner you describe, I am grateful to you for bringing it to my attention.

Drivers receive comprehensive training to enable them to perform their duties effectively, a central part of which is customer service. Clearly, bus stops should be served properly with drivers keeping a keen eye out for waiting passengers and waiting for space to become available before pulling up next to a bus stop. They should also allow waiting customers the time to comfortably and safely board the bus. It is disappointing to hear that these basic procedures were not followed.

Details of your experience have been passed to London United, who operate route 419. The operator will endeavour to identify the driver from the details you have provided. An interview will take place and this will be followed up with appropriate action in line with the company’s procedures. For confidentiality reasons we never release details of an interview and any subsequent action taken. However, please rest assured that both we and our operating companies take complaints about poor staff behaviour extremely seriously.

Thank you again for bringing this matter to our attention. Should you have any further queries, please let us know.

0003121133

Notes 09.11.2012 07:41:31 WEBLOGIN

PREFERRED MEANS OF CONTACT: EMAIL My daughter returned home at 10pm last night in a traumatised state. She had been waiting for a 419 bus on the road to hammersmith bridge, the first stop outside the station, by the church just before the under pass. 3 buses pulled in and the 419 pulled in behind them , not at the stop. she ran to the back to get the bus.He pulled away to go to the front of the other buses. A man also waiting for the bus ran to the front and got on the bus telling the driver my daughter was also coming, she had high heels on and some shopping bags. The driver closed the door as she approached and pulled off. She pursued the bus as it had stopped again she told the driver she had also been waiting for 15 mins and could he let her on. He mouthed at her F... off!!! and continued to sit at the lights ignoring her plight. she was shocked and very upset. He drove off and left her in an isolated spot at 9.30 in the evening. She walked home as she thought this would be safer. This is not a public service it is unacceptable behaviour.

I would like someone to contact me and reassure me that that this driver is spoken to and that this type of behaviour does not happen again. It is not that long ago where a case was won against a driver who left a young woman and that woman was attacked.

I just want to say that my daughter was returning from working late in the city. She was in a working suit and had not been drinking or was not in anyway dicourteous or aggressive to this driver or his vehicle.

OUT

Thank you for your comments on 9 November regarding the behaviour of a bus driver on route 419. I apologise for the inconvenience and upset that your daughter was caused.

I was concerned to learn of the events you describe. Drivers are expected to promote a positive image of London Buses and to act professionally at all times. While I am sorry this driver did not allow time for your daughter to board the bus and was rude to her, I am grateful to you for bringing it to my attention.

Drivers receive comprehensive training to enable them to perform their duties effectively, a central part of which is customer service. Clearly, bus stops should be served properly to allow passengers to get on and off buses safely and within a comfortable timeframe. It is disappointing to hear that this basic procedure was not followed.

Thank you again for bringing this matter to our attention. Should you have any further queries, please let us know.

0003121408

Notes 09.11.2012 09:34:05 WEBLOGIN

PREFERRED MEANS OF CONTACT: EMAIL I want to make a formal complaint regarding being thrown off a bus by an extremely rude driver this morning ahead of my stop. Not only was this inconvenient and make me late for work, the ill and unjust treatment resulted in a good deal of upset and distress.

The driver in question was driving the bus on Route 609, departing from Hammersmith at 8:05am on 9/11/2012, heading towards Mortlake. I’m afraid he refused to show his Driver Number but the number on the side of the bus was W112.

Despite taking my fare at the start of the journey I was told I had to get off at the Harrodian School because it was a School Bus, that I should not be on it and that I would not be taken to my destination. His tone made me feel I had no right to be on the bus. I felt criminalised.

Every morning I accompany my children – who at the age of 9 we feel are too young to be travelling alone on public transport in London - on the 609 bus from Hammersmith Bus Station to the Harrodian School. Each morning I stay on the bus after the Harrodian School stop and alight at Barnes Bridge Station, from where I take a train to my place of work at Waterloo. We choose this routine to avoid the nearly 90 min round trip by car we were previously taking from Hammersmith to Barnes and back. While this does cost more I does go some way to help relieve congestion on the Borough’s busy roads and I believe should be encouraged by Transport for London.

Even if the information on your website did not clearly show that the route for the 609 goes from Hammersmith to Mortlake via Barnes Bridge Station, it would be petty and small minded for a driver not to allow someone to alight at the next stop beyond. Normally the drivers are happy to do so and are very courteous and the behaviour of this particular staff member has let you all down as well as your customers. It is certainly not a good example to be displaying to the young kids on this route who should experience better behaviour and a more positive view of public transport.

Please provide confirmation that you have received this complaint immediately and I look forward to hearing how the driver in question will be formally reprimanded and how you will compensate me for lost time, inconvenience and distress.

Direction : Mortlake

OUT

I am writing in reply to your communication to London Buses Customer Services (Ref No. 3121408) concerning difficulties you experienced when travelling by Route 609 on 9 November 2012, which has been passed to me for attention.

I was extremely concerned to learn about the incident you were involved in. Let me start by saying how sorry I am for any distress you suffered as a result of this. Our bus drivers have a duty to provide passengers with a safe, smooth and comfortable journey. They are also the public face of London Buses. As such, they’re expected to behave in a polite and professional manner at all times. Driver behaviour such as you experienced is totally unacceptable.

The incident you report is currently in the process of being investigated and followed up with the member of staff concerned. You can be assured that arising from our findings a suitable course of action will be taken to deal effectively with the matter.

I would advise you that the outcome of any disciplinary action taken is confidential between the manager and the member of staff. However, I can assure you that appropriate action will be taken.

I should like to apologise for the annoyance and inconvenience caused to you. , please find enclosed one saver ticket as a gesture of good will, which can be used on any Transport for London bus route, again we are deeply sorry for the inconvenience caused.

0003127059

Test letter – not actual case

0003127417

Notes 12.11.2012 13:17:03 CHICOUON

Customer called to make a complaint about bus driver.

Advised on Thursday evening, 8th November at Avendale Road stop she got off the bus and before bus pulled away there were 2 young girls at the bus stop about 13 / 14 years old who wanetd to get off.

Customer advises it was now dark and driver refused to let them on the bus, reason he gave was that this was his last stop however bus was going all the way Richmond it only stopped at Avendale Road because customer asked bus to stop.

Customer feels there was no reason at all for driver not to let the girls on the bus especially since the time of the night and anything could happen.

Would like to receive a satisfactory response to this complaint, please investigate.

OUT

Thank you for your comments on 12 November regarding the actions of a bus driver on route 419.

I was concerned to learn of the events you describe. We expect drivers to promote a positive image of London Buses and to act professionally at all times. I am sorry the driver did not allow the two young girls to board the bus when they were by themselves after dark.

Drivers receive comprehensive training to enable them to perform their duties effectively, a central part of which is customer service. Clearly, the driver could have allowed them onto the bus or explained more clearly if the service was terminating early. It is disappointing to hear that this was not the case.

Thank you again for bringing this matter to our attention. Should you have any further queries, please let us know.

0003127662

Notes 12.11.2012 14:23:51 DAUDUOL

MOP reports that her son had to walk in the rain back from school today because the driver refused him entry into the bus. She said this is not the first time this has happened to her son. Last week he missed a whole day at school because the bus driver took his old oyster card away from him and today his new oystercard refused to beep when he touched it on the reader.

MOP said this is unacceptable because the driver can clearly see the date on the oyster card which shows that the cad is new and should have allowed him on the bus.She would appreciate if this is investigated.

She also wants feed back to her query.

OUT

Thank you for your email on 12 November concerning the actions of a 419 bus driver. I am sorry for any distress that this incident may have caused you and your son.

We ask all passengers to have a valid ticket or pass when boarding a bus, otherwise they must pay a cash fare. If an Oyster card does not work, drivers are instructed to ask for a cash fare, and to advise the passenger to contact the Oyster card Helpline to resolve the issue with the card. The Oyster card Helpline will also make any appropriate refunds.

If the passenger is unable to pay the fare, the driver has the discretion to allow the passenger to board and issue them with an Unpaid Fare Notice (UFN). The UFN enables the passenger to make their journey and pay later so that they are not left stranded.

Having said this, it is possible that the driver could have handled the situation in a more positive manner. I have passed the details to London United Busways, the bus operating company that runs the route 419 for us, so that appropriate action can be taken.

Having said all of this, I must tell you that in accordance with the Data Protection Act, the details of any interviews or action taken are a confidential matter between the operator and their employee, and we cannot therefore disclose this information.

We work hard to maintain high levels of service and are confident that the vast majority of London bus drivers do an excellent job. Passenger feedback is extremely valuable and I am grateful to you for bringing this to our attention.

0003133947

Notes 14.11.2012 17:13:49 DAYAN

I poske with the customer in realtion to this and will chase this again tomorrow

Customer stated that the 419 bus service does not run on time and haven’t been for as long as she has been using the servic.,

She has twaits of up to an hour between 3:45-4:45, today she waited 40 minutes for the bus at George Street Richmond going towards Barnes Bridge, she started waiting at 3:45

There is no information on whiteboard to suggest there is an issue with the service ______Notes 14.11.2012 16:43:04 BECKFOSA

Customer is requesting to speak to a manager in regards to a complaint that she has made about a bus service. According to her she has repeated herself too many times to our customer service agent and has now reached the point where she would like to speak to someone senior. I have asked her for a reference number , but she was unable to provide it has she was not at home when she called. Ihave not captured any information in regards to her complaint because she is refusing to speak too me. She has left her name and her contact number please respond to her request.

OUT

No response on case

0003136381

Notes 15.11.2012 14:44:37 MCLAUGBE

feedback The 419 Bus from Hammersmith to Richmond and viceversa is wholly unreliable. My daughter relies on this bus to get to school each morning and we expect the bus is usually up to 5 minutes lates however in the past several days it has been 10 - 15 minutes late. This is not acceptable. Please sort it out!! 10 - 15 days to response to this...... why so long!!! It will probably all change by then. Please manage your bus drivers and schedule better. Meanwhile, my daughter waits in the cold hoping for the bus to come on time. It's not too much to ask is it?? location Lower Richmond Road date 15/11/2012 time 7:22

OUT

Re: Route 419 Service

Thank you for your email dated 15th November, regarding the operation of the 419 service. I was concerned to learn of the problems that your daughter has been experiencing whilst waiting for this service, and apologise for any inconvenience caused as a result.

I would like to assure you that the punctuality, consistency and reliability of our services are of uppermost importance to Transport for London (TfL). Nevertheless, as our bus routes operate along public highways they are vulnerable to delays and disruption stemming from circumstances beyond our control, or that of our operators. Road traffic accidents, broken down vehicles, higher than average congestion levels, traffic signalling problems, road works and a wide variety of other factors besides can all have a pejorative impact on bus services in the capital.

I have spoken with the management of London United Busways, the operating company that runs the 419 service on behalf of TfL, this morning, and requested an explanation for the delays that your daughter experienced on the 15th November. The Route Controller for the 419 service has informed me that delays of 10-15 minutes were experienced in the Richmond area, due to congestion at the "pinch point" at Chalker's Corner. This congestion stemmed from the contraction of two lanes into one, and the traffic light phasing in operation at that location. Please pass on our apologies to your daughter for any inconvenience caused as a result of these delays.

I would like to assure you that TfL routinely monitors the bus network to ensure that performance targets are being met, and the requisite levels of customer service being offered to our customers. When a given route is regularly failing to meet its targets, we take swift remedial action in conjunction with the operator concerned.

I am attaching a copy of the latest performance statistics for the 419 route, for the year up to 14th September 2012, for your reference. As you will see, the route is actually performing satisfactorily at present, with almost 90% of buses departing on time in the last recorded quarter. We will continue to monitor the route, and if performance has dropped since September 14th then we will take necessary corrective action in conjunction with the management of London United.

Thank you once again for your email, and please do not hesitate to contact me again if I can be of any further assistance.

Re: Route 419 Performance Attachment

Further to my previous email, please find attached the Performance Data for route 419. I neglected to attach it to my first email, an oversight for which I apologise. Please do not hesitate to contact me again if I can be of any further assistance.

0003137089

Notes 15.11.2012 18:57:24 WEBLOGIN

PREFERRED MEANS OF CONTACT: EMAIL To whom may concern,

Service of 419 bus either way are really really bad, is frustrating the buses service suppost to run every 15 min but lately I have been waiting for over 40min for a bus, ridiculus. I understand that might be a lot traffic so you should act and develop and strategy to offer a service ( not a good service I do not think you will be able to offer that) but at least a service where you have more buses to run and in the rush hour in the morning and afternoon.

This morning was the same I had to wait for 25min and two buses came at the same time?

Please do something about this route as is the only one who offers the mortlake to manor grove (richmond) route, so is very indispensable for this area. Direction : Richmond

OUT

Thank you for your recent email regarding route 419 and the delays that you encountered. I can certainly help you with this matter and would like to start by apologising for any upset caused to you.

Bunching of buses is usually a result of unpredictable traffic conditions causing the buses to experience different journey times. If a bus is delayed, the services behind it may start to catch it up. Because of the delay, there will also be extra passengers waiting at stops, meaning that the bus is held up for longer while passengers board.

Our route controllers work hard to prevent this from happening and to ensure that services are evenly spaced on the route. Since spring 2009 they also have access to iBus – our real time travel information system – which gives them the exact location of each bus. In the event that several buses bunch together, they will take steps to remedy the situation, and move one or more of them to a part of the route where a gap has developed.

Nevertheless, I do completely understand that you were frustrated by the service that you received on this route and I have raised your concerns directly with the Performance Manager for this route.

I hope that you see a marked improvement in the service offered on this route in the coming weeks. Whilst I am disappointed that our services have given you reason to complain, I can promise you that your feedback is vital in helping us to improve these aspects of our bus network.

Thank you once again for your letter. Please get in touch again if I can be of further help.

0003145129

Notes 19.11.2012 19:21:39 GRIGGSCH

customer arrived in good tiome for the 21.10 for the scheduled departure 21.21

this bus left on time but it left out of service

this is a LOW FREQUENCY route

this is unacceptable as the customer could have gone a different way if he had known

OUT

Thank you for your feedback of 17 November. I am grateful for the time you have taken to get in touch.

I am sorry that the scheduled bus you were waiting for was out of service causing a delay to your journey. Please accept my apologies for the inconvenience this caused you.

I appreciate that seeing a bus ‘not in service’ can be frustrating for passengers. We aim to make the best use of buses and of a driver’s time and to limit the time buses are out of service.

However, buses can be ‘not in service’ for a number of reasons. For example, when delays occur, buses can be terminated short of their usual destinations. This enables them to be sent ‘not in service’ to those sections of the route where demand is greatest. A more even service can then be provided throughout the route. In addition, the amount of time a driver can work is strictly regulated. When delays occur some services are stopped short of the end of the route so that drivers are not in breach of these regulations. Occasionally, buses will develop faults that require them to travel ‘not in service’ to the depot for repair.

Once again thank you for contacting us and please do not hesitate to get in touch again if you have any further comments or queries.

Notes 17.12.2012 19:16:55 CHICOUON

Customer called regarding response he has received to below complaint.

Advises response did not answer his complaint at all, he saw bus standing for about 10 minutes at bus stand before it was due to depart.

Then as soon as it was due to leave bus then pulled off and immediately put up 'not in service' and drove off.

Would like to know what the particular problem on this occasion was as caused him alot of inconveniance as bus isn't as frequent.

please investigate

OUT

Re: Route 419 not in service.

Thank you for your feedback regarding an incident on Saturday 17 November 2012 involving the 419 bus. I am sorry that our previous response did not fully address the issue

I referred the details of your experience to the operators of the service, London United. The data from the bus GPS system (Hyperion) and the ticket machines on the buses show both services departed as scheduled and picked up passengers.

In your feedback you state that you were in good time for the 21:21 scheduled departure. However, please be aware that the buses are scheduled to depart at 21:11.

It was therefore a mystery how you observed a bus 419 on the stand for 10 minutes and depart out of service, London United therefore checked all data relating to the 419 service on the evening of 17/11/2012.

The outcome showed that a driver scheduled to return to Twickenham garage from Hammersmith at 20:06 out of service, had taken his meal relief at Hammersmith without permission and had parked his bus there for over an hour, the driver has subsequently been dealt with.

On behalf of TfL and the bus company I would like to apologise for any confusion this has caused.

Thank you again for your feedback and I hope that this incident does not prevent you from using our services in the future. Please do not hesitate to contact me again if you have any other questions.

0003148480

Notes 21.11.2012 09:16:35 WEBLOGIN

Driver failed to stop in hail & ride section on Lonsdale road in slow moving traffic. Clearly saw me, gestured at me, but did not open the doors although stationary and I was only a few metres from the bus. It was raining too. Urgen re-training on the meaning of 'hail&ride' and customer service required. Direction : Hammersmith

OUT

No response on case

0003152923

Notes 22.11.2012 17:27:34 ALLEYNST

MOP says that she uses this bus every evening to get from George Street to Barnes Bridge Station. MOP says that for weeks now that there have been long gaps in service and today she had to wait over an hour for a bus to arrive.

MOP syas she has made countless complaints in the past to TfL and she would like to know why there is a continuous problem with this route.

MOP has asked for this matter to be investigated and a response sent out.

OUT

Re: Route 419 Service

Thank you for your call to the Transport for London (TfL) Customer Services Call Centre dated 22nd November, regarding the operation of the 419 route. I was concerned to learn of the delays that you have been experiencing recently whilst waiting for this service, and apologise for any inconvenience or dissatisfaction caused as a result.

I have written to the management of London United's Twickenham Garage, the depot from which the 419 service operates, and requested an explanation for the poor service you received on the 22nd November. The Route Controller for the 419 service has informed me that the route was effected a road traffic accident at 15:30 which caused heavy congestion on Hammersmith Broadway and led to delays of two hours. A 419 bus also broke down at 16:40 and had to be taken out of service, which may also have been a contributory factor in the delays that you experienced.

On a more general note, I would also like to assure you that we constantly monitor the bus network to ensure that acceptable standards of service provision are being met. When a route is deemed to be under-performing on a regular basis, we take swift remedial action in conjunction with the bus operator concerned. Passenger feedback plays an important role in this monitoring process, and with this in mind your comments have been duly noted.

I am attaching the most recent performance data for the 419 route, for the year ending 14th September 2012, for your reference. This data indicates that the route is performing satisfactorily at present, and exceeding the targets stipulated in its service contract. We will continue to monitor the route, however, and should any concerns become apparent we will work quickly in conjunction with London United to address them.

Thank you once again for your call, and please do not hesitate to contact me again if I can be of any further assistance.

Re: 419 Performance Stats

Further to my previous email, please find attached the latest performance statistics for the 419 route. Please accept my apologies for this oversight in failing to attach the document to my previous response.

0003153051

Notes 22.11.2012 18:29:56 WEBLOGIN

PREFERRED MEANS OF CONTACT: PHONE What an absolute disgrace this is! I have just waited an hour in the cold for a single 419 to turn up, 4 buses of this service should have been through here by now, I have counted 14 209's to Mortlake in this time. Now I am on this bus and have been informed it is only going as far as Mortlake, 2 miles from where I live, how do I het home now. The elderly people on this service are upset and confused, you are a joke. And people wonder why public transport in London cannot be used for every journey - because it is responsible for things like this...you sirs - the drivers in particular should be demoted and fined, a disgrace..... Direction : Richmond

OUT

Customer called

0003153090

Notes 23.11.2012 16:55:57 JOSEPHGE01

Customer advised that details of their complaint would be sent to London United. ______Notes 22.11.2012 19:09:28 ALLEYNST

MOP says that she has been waiting o9ver an hour for this service to arrive and it has made her late for work. MOP says that this is furious and that this happens on a regular basis, which is getting her into trouble at work.

MOP would like this matter investigated and a response sent out. No information available on Whiteboard

OUT

Thank you for your email concerning the delays that you experienced as a result of route 419.

I have contacted London United who operates route 419 for us and have made them aware of your complaint. I have also instructed them to remind all drivers despite these circumstances to make an effort to stick as possible to the scheduled timetables.

Once again, thank you for bringing this matter to our attention. If I can be of any further assistance please let me know.

0003153212

Notes 22.11.2012 20:07:57 CHICOUON

Customer called to make a complaint

Advised he called 419 bus garage at Twickenham to ask why there were delays with bus, as his mother was waiting over an hour for bus and he was getting worried for her.

Person he was speaking to passed him over to his supervisor who said bus was delayed by about 40 minutes and that sorry but "I can't put wings on buses"

Customer not happy at all at the way he was spoken to by supervisor there feels it is not a way at all to speak to people.

Would like a letter or phone call of apology

OUT

Customer called

0003153637

Notes 23.11.2012 09:09:31 GRIGGSCH

Customer concerned about the large gaps in this service over the last few days

yesterday at 1700 from hammewrsmith a gap of 50 minutes meant three buses were unaccounted for

and this morning the customer has been waiting for 30 minutes towards hammersmith

this is the only bus from this stop

there are no reported issues either on the website or the whiteboard

countdown was working although not at the stop

displaying two buses at 12 minutes and 17 minutes

please investigate the poor service and account for the gaps

please respond to the customer as he is now looking for an alternative way to get to work

OUT

No response on case

0003166910

Notes 28.11.2012 16:56:26 WEBLOGIN

Why is this service ALWAYS late?????? This bus starts about 3 stops away from me, there is clearly no traffic yet is is always late. Direction : Hammersmith

OUT

Internet anon

0003173852

Notes 02.12.2012 09:34:29 WEBLOGIN

PREFERRED MEANS OF CONTACT: EMAIL A general comment, rather than specific days, but recently (i.e. past couple of months), the reliability fo the 419 service from Hammersmith to Richmond has been very unpredictable. Buses apparently on their way from H'Smith (getting on the bus at H'Smith Bridge) have not arrived; buses swapping their destination from Richmond to Mortlake. The buses dont; seem to be running anywhere close to their previous timetable - has the timetable changed? With buses only running every half an hour later on in the evening, a bus that doesn't arrive can mean the best part of an hour wait. Direction : Richmond

OUT

Re: Route 419

Thank you for your email dated 2 December. I was concerned to learn of your experience in attempting to travel on bus route 419, and I am sorry for the inconvenience caused as a consequence.

We understand how important it is for our buses to be reliable and convenient and we regularly monitor the bus network to help ensure that all of our services are performing to the standards we expect. This also allows us to identify those routes which are not meeting this target, and we can then work with our operators to overcome whatever problems they face to improve the situation.

Buses on every bus route should leave the terminus at regular intervals to maintain an even and regular service, and timetables are planned to take instances of disruption into account. However, as traffic conditions may change suddenly at any time of the day delays can be experienced. These delays can also be caused by other vehicles parking illegally, road traffic accidents, or by road works on or near the bus route.

I am sorry that you have experienced delays on route 419. Please rest assured that the route controllers for this service monitor the route closely and endeavour to provide as reliable and as consistent a service as possible.

The details of your complaint have been sent to London United, who operate route 419 for us. The London United management are in a position to closely monitor the service on route 419 to help provide the best possible service.

Let me also assure you that Transport for London (TfL) will continue to monitor the route as part of the larger bus network. Where persistent issues become apparent, we will work with the operating company to overcome them.

Thank you for your correspondence. Please feel free to contact us if we can be of further assistance.

0003175436

Letter attached

Out

Re: Route 491 Bus Service

Thank you for your letter of the 26 November 2012, regarding your proposal to re- route the 491 bus service via Electric Avenue and Kinetic Crescent. Please accept my sincerest apologies for the delay in responding to you.

At present we are still conducting an investigation into your proposal. We hope to be able to give you a full response within the next 10 working days, otherwise I will update you with all the information I have at that time.

Your patience during this period is greatly appreciated.

Once again, many thanks for your email. In the mean time, should you need further assistance please do not hesitate to contact us.

I apologise for my late response. I have looked into this and there doesn't appear to be a need for a route restructure to serve Kinetic Crescent nor the need for a bus stop. The route currently serves the length of Innova Way where a bus stop was also installed in April 2012 and is within walking distance from the residents and schools on Kinetic Crescent/Innova Business Park.

OUT

Re: Route 491/ Kinetic Crescent/ Innova Business Park

Thank you for contacting Transport for London (TfL) regarding a proposal to re-route the 491 bus service via Electric Avenue and Kinetic Crescent.

I can advise a review of the routeing of the 491 bus service has now been completed.

I must inform you that at present we have no plans to change the routeing or the stopping arrangements in place on the route 491 service. As the route serves the length of Innova Way we are satisfied that the residents and schools in Kinetic Crescent/Innova Business Park are provided with sufficient access to this service.

However, let me assure you that we continually monitor the bus network. To this end, where appropriate we will act to ensure that we are meeting our commitment to providing the best possible service. Once again, many thanks for your correspondence and please do not hesitate to contact us again.

0003180989

Dear sir/madam. On Sunday the 2nd Dec I had called your office regarding a complaint, to 020 400 6600 following the ex-number 6234.I was greeted by a answering machine, leaving a complaint to do with the 419 bus driver who failed to stop at a Bus stop. The driver was aggressive, rude and embarrassing a customer using your bus service. I am still waiting for a follow up phone call and was wondering when this would be taking place.

OUT

17.12.2012 17:38:55 JOHNSOES

Customer contacted.

says that on Sunday 2nd Dec at approx. 11:00am he and his daughter attempted to board the 419 from The Quadrant. However, another bus was stationed at the stop and the route 419 alledgedly drove away failing to service the stop.

The customer and his daughter raced to the next stop at Richmond Station where he confronted the driver. The driver is alledged to have said that The Quadrant is not a stop. As the argument escalated the driver is said to have pulled over and radioed for the police to attend, as he has accused the customer of racism. The driver is said to have eventually continued on with the route.

Customer would like this matter investigated.

OUT

Re: Route 419 Bus Driver Thank you for contacting Transport for London (TfL) regarding your experiences with a London Buses driver on 2 December 2012. Please accept my apologies for the delay in responding to you. TfL is committed to providing a customer-orientated service across the entirety of the London Buses Network. The importance of our drivers in accomplishing this cannot be under stated. As such, it is concerning to learn that such a basic yet vital aspect such as servicing all bus stop was not met on this day with this route 419 bus driver. As per our bus stopping procedures, London Buses drivers are required to stop at all bus stops to ensure that all intending passengers can access the service. Needless to say to acknowledge a passenger then proceed to fail to provide service is simply unacceptable. Furthermore, London Buses drivers are ambassadors of the bus network. In all their encounters with members of the public our drivers are expected to conduct themselves in a professional, conscientious and considerate manner. We would not expect our drivers to engage with passengers in the manner you have described. In view of this I have forwarded the details of your experience on to the management of London United. I can advise that an investigation into this incident has been undertaken. Please be assured that appropriate action will be taken. Going forward, I sincerely hope that you do not again encounter conduct of this kind from a driver. Once again, many thanks for your email and for bringing this matter to our attention. Please do not hesitate to contact us again.

0003181464

IN Dear Transport for London, 419 drivers are regularly refusing the stop for passengers to get on or off the bus in the 'hail and ride' section of this route. Specifically on Sat 1 Dec, at about 3.30. driver refused to stop for my daughter with baby in a pram in Lonsdale Rd 100 yards before the Kilmington Rd turning, indicating that he would stop around the corner instead (which he did not do either). On 28 Nov, at about 5.45 pm, another driver refused to pick up in Lonsdale Rd a few yards East of the Kilmington Rd turning. And on a number of occasions other drivers have refused to stop in Lonsdale Rd saying they are not allowed to stop in front of driveways. What is the actual policy, and how can drivers be made to stick to it? OUT Thank you for feedback dated 4 December, regarding buses not stopping to pick passengers up in the ‘hail and ride’ section of route 419. I am sorry to hear of your experiences and I apologise for any frustration caused to you and any delays caused to your journey. We aim to provide a reliable and accessible service to all of our passengers and I am sorry that you have been let down. Also, driver behaviour is central to the service we provide and for a driver to act in the manner you describe is unacceptable and not condoned by Transport for London or the bus operating company. In ‘hail and ride’ sections of a route drivers are expected to stop when requested by a passenger, as you are aware. As you can appreciate, they can only stop where it is safe to do so. If you hail for a bus, and the driver feels it is not safe to stop there, they should stop at the closest safe place to where you have requested. I apologise that this has not happened. Therefore, details of your experiences have been passed to London United, who operate route 419 on our behalf. They will reiterate to drivers the importance of serving the ‘hail and ride’ section of route 419 properly, and providing passengers with the scheduled service. Should you experience any further problems, please let me know and I will take them up with London United again. If you can get the registration number for me, London United will be able to identify the driver, and take action. I apologise again for the experiences you have had, and should mention that we are continuously working with the bus operators to improve the quality of our services. Thank you again for your feedback and if we can be of any further assistance, please don’t hesitate to contact us. 0003181839

IN Dear Complaints Manager,

I want to make a strong complaint about the drivers on the 419 hail and ride section of the above route, who frequently refuse to stop when hailed. This is unnecessary and appears to be totally contrary to London Buses' stated policy for the route: * On Saturday 1 Dec, at about 3.30 pm, the 419 driver (going towards Richmond) saw us in Lonsdale Rd about 100 yards East of Kilmington Rd and refused to stop. Instead he signalled that he would stop around the corner in Kilmington Rd. He waited at the corner while we ran there, but drove off when we were a few yards away and instead stopped to pick up some other passengers further down the road. We were with my daughter who had her baby in a push chair, which the driver could see perfectly well; * On Wednesday 28 Nov, at about 5.45 pm, the driver of the bus going towards Hammersmith refused to pick up two friends who had been waiting for 25 minutes on the North side of Lonsdale Rd a bit East of Kilmington Rd. He clearly saw them and waved to indicate he was not stopping; * On three other occasions in November, the driver of 419s going towards Hammersmith refused to stop in Lonsdale Rd in the area before the Kilmington Rd turning, saying he was not allowed to stop in front of driveways and instead would stop in Kilmington Rd. This is simply rude and arrogant on the part of the drivers, and appears to ignore the 'hail and ride' policy for this section of the route. I do not believe that they are allowed to say they cannot stop near corners, or outside driveways. We have lived in Lonsdale Rd since 1988, and never had any trouble in getting buses to stop outside our own driveway when we lived at 37 Lonsdale Rd. The buses also stop regularly to pick up and drop off passengers at the corner of Boileau Rd and Lonsdale Rd. Could you please register and respond to this complaint, and also let me know precisely what the stopping policy is in the 'hail and ride' route, especially around the Kilmington Rd junction. OUT Thank you for your message about bus drivers on the hail and ride section of route 419. I’m very sorry to hear that drivers have not been stopping at the places where passengers have indicated they wish to board. I appreciate how frustrating this is, so please accept my apologies on behalf Transport for London (TfL) for the inconvenience caused and delays to your journeys.

Our official policy on hail and ride sections is that bus drivers are instructed to only stop to pick up and alight passengers where they consider it is safe to do so; various factors can impact on this decision such as proximity to junctions, obstructions, the presence of other vehicles and other factors. It is the bus driver who ultimately has the responsibility for the safety of the passengers and other road users. This means that the driver may have deemed that some places where passengers waited at any given time were not suitable for a pick up. I can only apologise for this difference of opinion, if it was indeed the case.

However, there is no excuse for the driver behaviour and apparent lack of decency you described, with a driver implying he would wait but then driving off before you got to where he had waited. Indeed, if a driver cannot stop where a person is waiting, we would expect them to make every effort to stop at the closest possible place with a view to the customer being able to board. I apologise if drivers have been rude, arrogant, or unwilling to accommodate the needs of passengers. This behaviour is not at all in keeping with the standards expected of bus drivers working on Transport for London’s behalf.

I have passed your reports to London United Buses, who operate route 419 on our behalf, and asked the route’s performance manager to instruct drivers to follow the correct hail and ride stopping procedures at all times. He should be able to identify the specific drivers you mentioned, and they will be spoken to about these incidents. Appropriate follow-up action will be taken to ensure an improvement in these drivers’ customer service and passenger interaction skills.

I have asked will London United to reiterate to their drivers the importance of being vigilant to the requirements of customers waiting on the hail and ride section, of always stopping where safe to do so and making every effort to accommodate passengers’ requirements.

With regard specifically to the Lonsdale Road/Kilmington Road junction, drivers would probably not be expected to stop very close to the junction itself, but elsewhere they should stop wherever it is safe to do so. Traffic conditions may dictate whether or not it is safe to stop near driveways in proximity to the junction, but I have asked the performance manager to clarify this issue with his staff.

Thank you for highlighting the problems you and your friends have experienced. We value all the feedback we receive from passengers as it assists us in making improvements and helps individual drivers to provide a better service. Once again, please accept our apologies for the problems and please contact me again should you require further assistance.

Many thanks. We've just had another very bad experience with the 419, which – to judge by the number of time the bell was pinged in anger at the end – was shared by about 10 other passengers.

The 419 going from Hammersmith today around 18.33 failed to stop in Lonsdale Rd for the last 300 yards – requested several times well in advance - and drove on around the corner into Kilmington and went as far as the other side of the Nowell Rd junction before he stopped. Many people got off then and had to walk back to Lonsdale Rd.

There was a completely clear section of road in Lonsdale where he could have stopped, "miles" before the Kilmington junction, with no parked cars and very well clear of any traffic islands. He compounded his error by going on down Kilmington much further than usual before he stopped.

It would seem that london United or someone have put out an erroneous instruction that drivers may only stop when they are well into Kilmington. Very annoying to residents of Lonsdale. And I think they are making up "rule" as they go along which have no foundation in common practicality.

Sorry to come back so quickly on your kind and helpful reply. I was feeling quit cheerful when I read it an hour ago, but now it's all as wrong as before!

OUT

Thanks for replying. I am very sorry to hear about this further incident. I have raised it with the operations manager at Twickenham bus depot and I will reply in full once I have his feedback.

OUT

Further to my email below, I have now received feedback from Steven Harry, the operations manager at London United Buses’ Twickenham garage.

We apologise for the delay in responding fully to you about this. Steven wanted to obtain a definitive answer about the officially designated start and finish points of the hail and ride section of route 419. It appears that there is no actual named start and finish, or regulation on stopping, outside the roads list on the London Buses route specification, which states that hail and ride on route 419 is operated in the following roads in both directions: Suffolk Road, Verdun Road, Howsman Road and Kilmington Road.

Hence, there has always been a grey area of whether the bus should pick up and set down in Lonsdale Road at either end of the roads named above.

Steven has operated this route for over ten years and says it has become practice to pick up and set down on Lonsdale Road between Boileau Road and Kilmington Road at the north end and between Suffork Road and Gerard Road at the south end.

As with all hail and ride operation in London suburbs, driver are instructed to stop where it is safe to do so; however, Steven recognises that this is unfortunately sometimes misused by the drivers as a reason not to stop.

The location on Lonsdale Road described in your emails should not present an issue for buses to stop and from the two dates you gave, Steven was able to identify the drivers in question. They have now been dealt with through the company disciplinary procedure; however, as you mentioned this happening on a regular, London United realises there may be other drivers involved.

The conduct you reported is unacceptable and Steven has therefore issued the following guidelines for all drivers on route 419: when hailed or requested to stop on Lonsdale Road between Boileau Road and Kilmington Road or Suffork Road and Gerard Road in both directions, they must stop when it is safe to do so (meaning if there is room to pull in parallel to the kerb and it is not on a junction). There is no reason not to stop in front of driveways except when the wheelchair ramp needs to be deployed.

Steven has asked me to pass on his apologies, on behalf of London United, for the conduct the drivers who have failed to stop on Lonsdale Road. Going forward he hopes the above guidance will stop this from happening. He will also be introducing a refresher course in customer care, to reiterate to the drivers that they have a duty of care to the public and to remind them of the consequences of failing to provide that duty of care.

Should you have any further problems, you are welcome to contact Steven directly on until 1 March 2013, after which the operation of route 419 will transfer to London United’s Stamford Brook Garage. Nevertheless, please be assured that a copy of the guidelines detailed above will be sent to the new garage.

I hope this is helpful and that henceforth you will not experience any similar problems. Thank you for contacting Transport for London. Please don’t hesitate to contact me again should you require any further information or assistance.

Many thanks for this reply. It is clear and specific, and it's reassuring that the instructions have been reviewed and also discussed with drivers. Let's hope things get better!

It must be a mistake that Lonsdale Rd itself isn't listed as part of the hail and ride sector. It's a long road and a major part of the route; the other roads listed are side streets off Lonsdale Rd. And in any event the buses have always stopped in Lonsdale rd on a hail and ride basis because there have never been any bus stops! Perhaps this is just a misprint.

0003186299

Notes 06.12.2012 21:04:21 WEBLOGIN

PREFERRED MEANS OF CONTACT: EMAIL 419 is pretty rubbish at ever being on time but recently it is just unreal how badly this service is being run- it is ALWAYS late, often with a bus being parked at the station but with the driver just being on the phone while everyone waits 10minutes for him to move. Why especially when the bus is at the station can it not be on time? Why is this bus always late? At least if you knew it wouldn't leave at the right time you can change your route and take another bus but you don't know and it invariably leaves everyone feeling shit. Direction : Richmond

OUT

Thank you for your feedback regarding the unreliability issues you have faced with the 419 bus route. I am grateful for the time you have taken to get in touch.

I can assure you that Transport for London (TfL) aims to provide an efficient and reliable service for all our passengers. I'm sorry if you feel disappointed with the service you have been receiving. As a regular bus traveller myself, I totally understand how frustrating it is when there are problems with the bus service. We're committed to providing a first class bus service for our customers. To achieve this, we need to ensure that our buses are reliable and convenient. Our timetables are planned to ensure that we provide a regular and even service, taking issues such as traffic congestion in to account.

Our route controllers work to maintain a consistent service, but road conditions can change suddenly at any time. All routes can be affected by unexpected delays caused by problems such as traffic accidents, roadworks or illegal parking. This can mean passengers may have to wait longer than expected for their bus.

Let me assure you that we continually monitor the bus network to ensure that routes are meeting their performance targets or identify any that are not. Where a problem becomes apparent, our Performance team will work with the operating company concerned to overcome it. As you have mentioned that this is a regular occurrence, I have passed your comments to our Performance team and have asked them to remedy this situation and make sure that a repeat does not occur in the future.

You may be interested to know that we monitor service quality on bus services in several ways: Every 12 weeks we carry out Quality of Service Indicator (QSI) surveys. These measure the reliability of a route and focus on regularity and punctuality. Mystery Traveller Surveys and Customer Satisfaction Surveys are carried out monthly and monitor the quality of service from a customer perspective.

We may also commission extra surveys if we are concerned about particular problems on a route, such as overcrowding. These surveys can help us decide what changes may need to be made to improve a service.

In addition, our Network Development team carry out a detailed evaluation of each route every five years, as part of the route tendering process. These measure areas such as how many people board the bus at any given point, where passengers are travelling to and from, and how many passengers use the bus each day. The results of these surveys allow us to ensure that we’re providing the best possible service right across London.

Once again thank you for taking the time to bring this matter to my attention. I hope your next experience with us is more pleasant. It is of great benefit to have passenger feedback to identify room for improvement. Please feel free to get in touch if there is anything further I can do to help.

0003187228

Notes 07.12.2012 10:53:21 OJEBIYAB01

Customer said she was standing with other passengers at the hail and ride section of the road.

Customer said the driver refused to stop for passengers because he said they were standing on the wrong side of the road.

Customer is not happy about this because she was late to work and she said the whole of that road hail and ride and sh ewnats the drivers'on the route tols about this.

OUT

No response on case

0003188909

Notes 07.12.2012 18:39:21 ALLEYNST

MOP says that the driver was driving very aggressively, and attempted to pull in front of the MOP, but the MOP had right of way as he was slightly ahead. MOP says that he had to break aggressively to stop his vehicle from being damaged.

MOP says that the driver showed no consideration whatsoever for other road users. No response required, but customer wanted this complaint lodged.

OUT

No response on case

0003207793

Notes 18.12.2012 16:57:32 JOSEPHGE01

Customer advised that details of their complaint have been sent to London United. ______Notes 16.12.2012 18:35:43 WEBLOGIN

PREFERRED MEANS OF CONTACT: EMAIL I had to wait one hour for a 419 in Richmond. The unreliability of the 419 service is increasing, making it unreliable for travel between Barnes and Richmond. Other bus services through Barnes are very good,but the 419 is increasingly dire. Direction : Hammersmith

OUT

Thank you for contacting us aboput the delays that you experienced as a result of route 419.

Once again, thank you for bringing this matter to our attention. If I can be of any further assistance please let me know.

0003210351

Notes 17.12.2012 18:12:05 RICHARSE mop had been waiting for ten minutes for the bus

the bus came along and then went straight past

afterwards about 15 minutes later as she walked down and she was right near the bottom of it and the next bus came along and went straight pst her

customer would like to know why this was and would like a response

OUT

Thank you for your recent feedback regarding the behaviour of two route 419 bus drivers on 14 December.

I was concerned to learn about your experiences. It goes without saying that bus drivers are expected to serve all bus stops where there are passengers waiting. As the public face of London Buses, drivers are expected to conduct themselves in a professional manner at all times. It is therefore extremely disappointing to learn that not one, but two, route 419 drivers failed to stop for you and I can only apologise for the inconvenience that this caused.

Please be assured that both London Buses and our operating companies take reports of poor staff conduct very seriously. I have therefore passed your complaint onto London United, who operate route 419 for us, so that they can speak to the two drivers concerned and take appropriate remedial action, as well as reiterating to all of their drivers the need to follow this most basic of procedures.

As a gesture of goodwill for the problems you encountered, I would like to offer you a pack of six bus Saver tickets. Each ticket is valid for a single London bus journey and the tickets have no expiry date. If you can let me have your postal address, I will send these to you.

Thanks again for taking the time to contact us. If I can be of assistance on any other matter, please feel free to contact me again.

0003232961

Notes 01.01.2013 12:40:54 WEBLOGIN

PREFERRED MEANS OF CONTACT: EMAIL I hailed the bus (even though it is not a request stop) but he just drove straight past.

When the service is as poor as every 30 minutes, is it too much to ask that the drivers show respect to potential passengers.

Also I would like to know why only after spending £8 pounds on mobile phone calls, I was told that the office was closed. Direction : Towards Barnes

OUT

Thank you for contacting me concerning the driver of the 419 bus on 1 January. I appreciate you taking the time to bring this incident to my attention.

I am sorry to hear that the driver did not stop for you despite you putting out your hand to hail the bus. I can appreciate how frustrating it must have been and I apologise for the inconvenience caused. Our drivers are trained to stop when a passenger hails the bus from the bus stop. If another bus is blocking the stop, the driver should wait until it has moved away to ensure he doesn’t miss any waiting passengers. Not stopping when someone is trying to hail a bus in the right place is totally unacceptable.

London Buses monitors driver behaviour through its regular, network wide monitoring, such as Customer Satisfaction and Mystery Traveller surveys. In addition, the Driver Quality Monitoring (DQM) programme carried out for TfL by the Driving Standards Agency (DSA), checks for safety and also assesses the overall quality of driving standards.

Given the details that you have supplied, the driver should be identified by London United who operates this bus route on our behalf. They will be able to take this matter further and discuss the driver’s conduct with him, taking appropriate action.

Please feel assured that we are working with the bus operators to improve the quality of our services. This requires a strong emphasis on staff training and we are liaising with the bus operators in order to continue achieving real improvements across London. We also depend on feedback from passengers such as you. We take the feedback seriously and will look into all claims made.

I am sorry that it took so long for you to be notified that the offices were closed on New Years day. There should have been a recorded message early into your call to let you know that there were no staff on hand to take your call. I am sorry for the inconvenience and the cost incurred when calling the Helpline.

0003253208

Hi there, I'm a bus enthusiast from New Zealand and I was just wondering if you could please give me the fleet number of the Alexander Dennis Enviro used on the number 419 service from Hammersmith to Richmond arriving into Richmond at roughly 1615 on Sunday the 6th of January 2013?

OUT

Re: Route 419 Fleet Number

Thank you for your email dated 9th January, regarding the fleet number of a bus on the 419 Route.

I am pleased to inform you that I have followed this matter up with London United's Twickenham Garage, the depot from which the 419 service operates, and have been able to source the information requested. The fleet number of the bus in question, which arrived into Richmond at 16:17, was DE115, and the registration number is YX60 CBO.

Thank you once again for your enquiry, and please do not hesitate to contact me again if I can be of any further assistance.

0003272577

Notes 17.01.2013 16:41:30 ANTONIAN02

Mop has reported a problem with the 419 service this afternoon.

Caller claims to have waited 36 minutes, from 16:00 - 16:36, for a 419 to arrive.

He would like an explanation as to why the service has suffered such a delay.

No problems reported on whiteboard.

Please respond

OUT

Thank you for your telephone call on 17 January, regarding route 419. Please accept my sincere apologies for the delay in replying to you.

I am sorry to hear of the problems you have recently experienced on the above route. I realise how frustrating it can be when a service does not arrive as scheduled and causes you to arrive late to your destination.

Unfortunately, the delays on route 419 started at 14:10 due to the closure of Hammersmith Bridge, because of a road traffic accident. As a result, buses were diverted along the A4 and A316 towards Richmond, this resulted in three buses being delayed by 20 to 30 minutes. Although the closure of the bridge was short, it had a knock on effect for the following three hours as buses were out of place.

Although we route controllers endeavour to maintain the schedule during the planned road works, unfortunately, unexpected incidents as above cannot be planned for.

Despite these works, and the subsequent adverse road conditions, I would again like to assure you that the route controllers have strived to provide as reliable and as consistent a service as possible.

Once again, thank you for taking the time to contact us. Should you require any further assistance in the future, please do not hesitate to contact me again.

0003306238

PREFERRED MEANS OF CONTACT: PHONE bus number 609 at hammersmith bus station Direction :

OUT

Spoke with Customer on the phone, driver refused to open the doors for him to come off. Have told the customer will pass on to the operator and investigate the matter and interview driver about his conduct.

0003310593

Notes 02.02.2013 14:34:29 WEBLOGIN

PREFERRED MEANS OF CONTACT: EMAIL Dear Sir/Madam,

Today at 1.20 I was travelling on the bus from Richmond towards Hammersmith on the 419 bus route, (bus number SN55HKZ).

On arrival at Richmond station, there were taxis parked along the side of the road and a large amount of traffic due to rugby. The 419 pulled in as close as possible, leaving just a few short steps between the pavement and doors. A man of about 20 got onto the bus complaining about the fact that the bus hadn't pulled into the side of the road. When he did not receive the argument he obviously wanted from the driver he began shouting abuse at him, using foul language, telling him to "step off of the bus" and threatening to "spit in his face".

After this incident, the man continued to complain on his phone, saying he would report the bus driver, taking down the bus number and typing in the tfl complaints telephone number.

I feel the need to write this email, informing you that I regularly take this bus, living on the bus route and travelling to both Richmond and Hammersmith frequently. This bus driver is the most polite and courteous driver working on this route and if you do receive any complaints I am more than happy to defend him with regard to this incident.

Many thanks,

OUT

Thank you for your comments on 2 February regarding your observations of an encounter between a route 419 bus driver and a customer who boarded at Richmond Station.

We appreciate you letting us know your view of this incident. I will pass the details you have provided on to the operator of route 419, London United, so that they can consider your description of what happened. I am sure that your comments will give them a more complete overview if, and when, it becomes necessary for an investigation into this incident to take place.

Thank you again for getting in touch. Should you have any further queries, please let us know.

0003319997

Bus Stop Detail Stop Code BP4311 SMS Code 71757 Access Node M414 Point Letter Stop Name HARRODIAN SCHOOL Towards Location LONSDALE ROAD Borough Richmond upon Thames Position SUFFOLK ROAD, 108.6M E OF C/L OF. 24.1M W OF K/L OF EXIT GATE OF HARRODIAN SCHOOL. Owner Status ACTIVE Installation date 15 Oct 2004 Withdrawn date Shelter Link to Countdown Live Bus Arrival Times

Mop has called on behalf of Harrodian School in regards to an issue raised by a concerned parent.

Caller reports that there is currently insufficient lighting at the stop. He took a look during the day and found that there are currently two bulbs installed at the shelter. He believes that it may simply be a problem with the brightness each bulb.

Please investigate, no response required.

OUT

No response required

0003329467

Notes 10.02.2013 19:39:18 WEBLOGIN

PREFERRED MEANS OF CONTACT: EMAIL Thank you TFL for spoiling my Saturday evening I was going to a restaurant to celebrate Chinese New Year i left my flat at 7.25pm to get the 7.30pm bus to Richmond Circus takes about 2 mins I waited tell 7.44p.m I realised it wasn't coming. I knew there was a bus at 7.50p.m it got to 8p.m no bus the next bus was 8.20pm this is all according to the time table at 8pm i gave up Later I net a neighbour who told me he waited over 30 minutes at Hammersmith

Don't you have a back up plan if anything unforeseen happens

obviously not It was SAt night

Where I live people are dependant on this bus if it doesn't run people are stuck I felt very frustrated and uncomfortable standing out there in the dark not many people around

Also as it's the Hail and Ride section there is no bus stop therefore i did not know the phone no to call and get information Please don't 'advise me' to look up the internet or any such nonsense when all i want to do is catch a bus

Sincerely

OUT

Thank you for your feedback concerning the delayed service of the route 419 bus service on 9 February 2013. Firstly I would like to apologise for the delay in replying to you. We receive a high volume of feedback and aim to respond to customers within 15 working days. Clearly this has not been the case on this occasion and for this I apologise. As a fellow bus user I can fully understand how frustrating it can be when a bus service we are relying on fails to arrive, especially when we are travelling to an event. Please accept my sincere apologies for the inconvenience caused. We aim to provide a reliable service that our passengers can have confidence in. Keeping services running to schedule is of key importance to us. I have investigated this matter and have found that this service suffered from severe delays at this time due to a road traffic accident along the line of route. This caused delays in both directions. I am sorry for the inconvenience this caused you. I have highlighted your feedback with London United, the operator of this service. They will monitor this route and ensure buses are adhering to the allocated timetable wherever possible. Please be assured that we take the matter of services running to schedule extremely seriously. When a problem arises on a route we aim to respond to it as quickly as possible. It may be of use for you to know that we have recently changed our Customer Service helpline number. The new number is charged at a lesser rate than the previous one, and is included within most phone operators phone minutes packages. This new number could be of use should you have problems with the service again. The new number is: 0343 222 1234 Thank you for taking the time to contact me. I hope my comments have been of use and that any future journeys by bus are pleasant. Please let me know if I can be of any further assistance.

0003331894

Notes 11.02.2013 17:20:13 BASARUIB

(419)Driver Failed To Pick Up Passengers

Date of Incident: 06/02/2013

Time of Incident : 18:00

Details of Complaint/issue:

Mop including two other passengers were waiting at the bus stop to board the bus. A route 419 driver drove past the bus stop and he failed to stop. Mop stated this has become a regular occurrence along this route and something needs to be done regarding this.

Action taken: Created Sap Record handed off to bus garage

Have all additional fields been completed in ST: Yes /No Yes Helpful Information given to caller: Apologised to customer and informed them feedback will be sent to bus garage

Response Required: Yes/No No

OUT

No response required

0003341217

Hi Tom,

A request from Harrodian School for an extra bus to serve the school at 5:20pm on route 609. Can you advise whether we would be able to take this one forward?

CS Admin - please log and assign to Buses South for response and provide me with the ST Reference.

Regards

Hi ND,

I have had the below request for an additional 609 bus service to Harrodian School. Can you pick this one up please or shall I send them through customer services?

Cheers,

Thanks again for your willingness to help here.

As far as numbers go, that's quite a difficult question to answer I'm afraid.

We educate nearly a 1,000 pupils at the school and we have a very busy curriculum. The reason why it's difficult to answer your questions is because there are many different sports events going on, music rehearsals and rehearsals for shows as well as detentions. Moreover, pupils stay late to complete school work together as well as Senior School using the Senior Library until 5pm.

As you can tell from my comments above, the number of pupils who will benefit for the additional bus will vary from day to day.

I do hope that this helps but if you feel that more 'meat on the bones' is required, please don't hesitate to get in touch.

Thanks so much in advance.

Kind regards.

Thank you for your e-mails and for your offer Rob to pass on our request.

Ross mentions in his e-mail below about having some more information to help re this process.

I will ask my colleague, Bronwen, to provide you with some more background information.

Thanks in advance.

Kind regards.

These queries should really be put through to customer services on the TfL.gov.uk/contacts. They will then log your request and provide you with timely feedback.

If you are happy for me to do so I will pass your request on for them to log and respond to you directly.

Kind Regards,

I have cc'd in my Colleague Rob Agutter who also works in the same team as me. Are you able to provide some more information about this - like why an additional service is required. Numbers, catchment etc?

My name is Neal Wilkinson and I work at The Harrodian School in Lonsdale Road, Barnes.

We have received some enquiries from parents about an additional 609 bus at 5:20pm in addition to the current service at 4:20pm and 4:50pm. May I ask if you are the chap to refer this to or should I be contacting one of your colleagues?

Thanks as always.

OUT

Thank you for your email to Ross Butcher requesting an additional route 609 bus to serve The Harrodian School at 17:20. From the information you provided Ross I can see that this additional bus would be of use to some of your pupils and their parents. Your request was highlighted with the relevant department who have looked into this matter. Usage of the 16:20 journey averages under 30 passengers, while usage of the 16:50 journey averages under five passengers and is typically just one passenger. Taking this into account we would unfortunately not be able to justify the cost of providing an additional journey at 17:20. I realise this response will not be what you had hoped for, but please let me assure you that we aim to provide a service that uses public funding in the most effective way possible. Thank you for contacting us. Please let me know if I can be of any further assistance.

0003342165

Notes 15.02.2013 15:23:27 AROYEHYE

MOP said her husband has got Parkinson disease, so has difficulties walking, there was a detour and the next stop they could get off at was Manor road which is miles away from where they were going. MOP said driver did not warn them in advance, so it was really difficult on the day.

No further details of driver known.

OUT

No response on case

0003345646

Notes 18.02.2013 10:31:06 WEBLOGIN

PREFERRED MEANS OF CONTACT: EMAIL Last Monday, coming back home from work, I arrived at Richmond station, as everyday, a bit later, at 9 pm more or less. I waited more than one hour for the 419 bus to Hammersmith. I walked towards the big roundabout and all the buses were circulating, except the 419. At 10.39 pm I finally caught a taxi which brought me home. I paid 12 pound to go home, and I had my travel card and I could not use it as my bus did not come. I was very upset, and I will send you my taxi receipt as I think it is not fair I had to pay more to go home! No signals, no information, anything at all, to inform people about works in Richmond. It was awful. Hope you'll be in touch soon. Have a nice day! Direction : Hammermith

OUT

Thank you for contacting us on 18 February in regards to route 419.

I am sorry to hear that your journey was delayed on 11 February, please accept my apologies for this. I have looked in to this matter and can confirm that from 21:00 on 11 February, route 419 was not serving any bus stops at Richmond station because of resurfacing works. I would like to apologise that you were not aware that the bus was not serving these stops and that there was not any obvious publicity informing you of this. The resurfacing works on this part of the route were completed on 18 February at 05:00.

I have passed your comments on to our Infrastructure team and have asked that they always ensure that notices are posted at all affected bus stops during diversions.

In regards to your request for compensation, I can confirm that we do not compensate passengers for matters such as this.

Thank you again for contacting us and please do not hesitate to get in touch if you have any further comments or queries.

I'm glad you replied me and acknowledged me about all these things.

However, I must say that apologies are sometimes simply not enough, and that I really think you created a big issue for all the people who, like me, commute every day.

0003345706

AdditionalComments=The 419 bus at 22.15 from Richmond Circus (Stop RS) failed to show and as such I ended up getting the train from Barnes to Richmond (which isnt covered by my travel card) and facing a 15 minute walk at the other end. Waiting for the next bus (30 minutes later) was simply not an option owing to the temperature.

OUT

Thank you for your comments, forwarded to us on 13 February, regarding a missing route 419 bus from Richmond Circus.

While a date was not included in the details you included, buses in the area were on diversion and not serving stops between Richmond Circus and Hill Street / Bus Station, including those at Richmond Station and George Street, during the period from 21:00 until 05:00 on each night from 10 February until 18 February, except the Saturday. This was due to resurfacing works.

I am disappointed to hear that this information does not appear to have been available at the Richmond Circus bus stop. We always endeavour to publicise clear and accurate information about any temporary changes to routes and ensure that information is posted at every bus stop affected. I apologise for the inconvenience and frustration you were caused. If this incident occurred before 10 February, please let us know and we will take the matter up with the operator of the 419 route, London United.

Thank you again for getting in touch. Should you have any further queries, please let us know.

0003360609

Notes 25.02.2013 09:34:44 ANTONIAN02

Mop has reported a 419 driver not picking up passengers along Ferry Road on Friday evening.

Caller was waiting for the bus with her husband, arriving on Ferry Road ten minutes before the bus was due. As the 419 approached, caller and her husband both stepped onto the road, sensing the driver was not looking to stop.

As the bus continued past, at a slow pace, her husband knocked on the door. She reports that the driver then accelerated sharply, nearly running her husband over in the process.

Please investigate, no response required.

OUT

No response required

0003370340

Notes 28.02.2013 13:57:18 WEBLOGIN

PREFERRED MEANS OF CONTACT: EMAIL Hi

I would like to understand how 419 operates to and from colet court school on Lonsdale road. I am trying to work out journey times for getting to school. However I get different responses every time I check. I think the system is confused be cause of the hail and ride section. I couldn't find an explanation of this on the system. Does it mean he can ask bus to stop anywhere? To get on or off it.? Is there way to get timings for this.

OUT

Thank you for your email dated 28 February. I am grateful for the time you have taken to get in touch.

Indeed the Lonsdale Road section of the route is a Hail and Ride Section, meaning that drivers can stop the bus for passengers requesting to get on or off, anywhere on the road so long at is safe for them to do so.

As there are no bus stops on this route, there is no way of accurately finding out when the bus is due between the Hail and Ride Section , this is because Countdown uses the specific position of a bus to determine the approximate travel time from that location to the next bus stop. There are no bus stops at any point in the Hail and Ride section only at the beginning and the end. To investigate the problem you had experienced in getting timings from the website, I require further information from you. Could you let me know how you are trying to get timings for the route? Is this using the Journey Planner or the Bus Live times (Countdown Service)? Also I would need to know the exact journey you are trying to get times for, for instance the location of the start of the journey and the time in the day. With this information I could properly investigate the problems you experienced.

Thank you for getting in touch, I will await further information from you.

0003380994

Dear Transport for London,

BUS ROUTE 419 3rd march 2013 bloody chaos

today twickenham bus garage closed = new timetable. its resulted in long waits no info online..

to many passengers are hailing bus in areas of no stopping . yellow lines zig zags by crossings and no area 2 pull in.. ... passengers have to think 2

OUT

Dear Sir or Madam

Thank you for your feedback concerning the problems you experienced with the route 419 bus service on 3 March 2013. Firstly I would like to apologise for the delay in replying to you. We receive a high volume of feedback and aim to respond to customers within 15 working days. Clearly this has not been the case on this occasion and for this I apologise. As a fellow bus user I can fully understand how frustrating it can be when services we rely on fail to operate to the standards we expect and need. Please accept my sincere apologies for the inconvenience caused. We aim to provide a reliable service that our passengers can have confidence in. Keeping services running to schedule and informing passengers of changes as far in advance as possible are matters of key importance to us. I have highlighted your feedback with London United, the operator of this service. They will monitor this route and aim to keep services running to timetable whenever possible. I have also highlighted your comments regarding the lack of online information to our Digital department. They ask that I assure you that all information they receive regarding disruptions to service is posted immediately once received. Thank you for taking the time to contact me. Please let me know if I can be of any further assistance.

Yours sincerely

0003398221

Notes 12.03.2013 12:34:51 JABERSA

Customer just called in complaining about a bus driver of bus route no. 419 towards Hammersmith.

Customer says she was waiting at George Street for 419 for ten minutes, four buses arrived at the same time and the 419 was the last one.

Customer says as she was running to the bus the bus driver pulled out very quickly and didn't wait for anyone.

Customer is not happy with service and wants to make a complaint about.

Customer requested for a response.

Please investigate and respond.

OUT

Thank you for your email regarding a route 419 driver not following the correct stopping procedures. I am sorry for the inconvenience caused.

We have simplified bus stopping procedures by removing the distinction between compulsory and request stops. This means drivers must always stop when there are waiting passengers.

If another bus is blocking the stop the driver should wait until it has moved away to ensure nobody has been missed. Drivers are instructed to keep a sharp lookout for waiting passengers at all times.

In the instance you describe, it would appear those procedures were not followed. I have passed your complaint to London United so that appropriate action can be taken. Should the operator require photos in order to identify the driver, I shall let you know.

Once again, thank you for contacting us. We are grateful for all passenger feedback as it helps us to improve service quality. Please contact me again if you need any further assistance.

0003431258

Dear Transport for London,

This bus is regularly late or doesn't turn up

OUT

Thank you for your email of 22 March concerning reliability on the 419 bus route. I am sorry if the level of service has been unsatisfactory.

We aim to provide efficient and reliable services, and we continually monitor the network to ensure they meet performance targets.

Road conditions can of course change suddenly and cause unexpected delays. When repeated problems become apparent, however, our Performance team works with the bus operating company concerned to remedy them.

As the problem you describe appears to be a regular occurrence, I have passed your comments to the team so that it can be investigated. I will also be contacting London United, who operates this route for us, to let them know of your dissatisfaction with this service.

In the meantime, thank you for writing to us. We value passenger feedback as it helps us to improve the service.

Please contact us again if you need any further help.

0003451404

IN feedback Dear Sir/Madam, Re: 419 - Dep 703 - 5.15pm Friday 22 nd March The bus time table at Hammersmith states that between 4pm and 8pm buses will run at 15 mins past the hour. I was waiting in the freezing cold from 10 past. The driver pulled in and then left the bus not returning till 20 past. Really annoying.

OUT

Thank you for your email on 22 March. I apologise for any inconvenience this incident has caused.

We make every reasonable effort to provide a punctual, reliable and consistent service across the bus network in Greater London. It is always disappointing to learn that we fell short of your expectations.

I can understand the frustration caused by a bus driver not adhering to the schedule provided and would like to assure you that this matter will be looked in to. I have passed the relevant details you have provided to the bus operating company, London United, who are responsible for running the 419 route, so that appropriate action can be taken to ensure this doesn’t happen again.

We work hard to maintain high levels of service and are confident the vast majority of London bus drivers do an excellent job.

Passenger feedback is extremely valuable and I am grateful to you for bringing this to our attention. Please contact me again if you need any further assistance.

0003452257

Notes 05.04.2013 13:49:56 RUSSELCH

boarded the 419 with her shopping trolley and a walking stick there were about 9 people in front of her when she managed to get on the seat available to accommodate her shopping trolley was taken by another passenger.

then sat in the next available seat and tried to tuck the trolley in as much as possible but the driver then said to her you cannot sit there she then looked around and said where is she supposed to sit. then said she’d have to get off the bus and the driver didn’t try to help in anyway by either asking the passenger to give up the seat or simply allow her to sit there.

As she got off she said to the driver you should accommodate the elderly to which he just shouted ‘NO’ which she found very shocking, please look into this.

No response needed thank you.

OUT

No response required

0003457589

Notes 08.04.2013 11:55:09 OGUNLASI

Customer called to complain that there is a Dolly stop just a down the Richmond station

Customer said that she is 74 and was waiting for the bus at the Dolly stop

Customer said that there where other buses at the bus stop which where in front of the 419

Customer said that she indicated wanting to get on the bus with her shopping

Customer said that the bus driver refused to stop and drove off without stopping at the Dolly stop

Customer said that she walked to the traffic signal where the bus was held and indicated that the bus driver should open the door

Customer said that the bus driver used a hand sign and like he stopped at the Dolly stop which he did not

Kindly investigate

OUT

No response on case

0003498272

Notes 24.04.2013 11:15:36 TRIMKY02 type buses feedback The 419 bus from Mortlake Clifford Avenue towards Richmond at 7.20am this morning drove past and ignored 5 passengers standing at the bus stop. My daughter put her had up in advance but the bus driver failed to stop. As this stop only services the 419 bus, the bus driver can not have filed to see the 5 passengers all waiting, This bus has also been arriving several minutes early recently causing passengers to miss this bus. location Clifford Avenue (towards Richmond) date 24 April 2013 time 7.20 am 0003498272

Thank you for contacting us this morning. I apologise for any inconvenience or distress that has been caused as a result of this incident. We have simplified bus stopping procedures by removing the distinction between compulsory and request stops. This means drivers must always stop when there are waiting passengers and are instructed to keep a sharp lookout at all times. Our drivers also receive strict instructions about the importance of sticking to their timetables. It is not acceptable for a driver to deliberately leave a bus stop early, such as you have reported. I have passed the details of your complaint onto London United so that this matter can be looked into. London United will also ensure that all drivers are reminded of the importance of adhering to their schedule. Once again, thank you for contacting us. We are grateful for all passenger feedback as it helps us to improve service quality. Please contact me again if you need any further assistance. OUT

0003500914

Dear sir I am writing to complain about the dire service of the 419 bus travelling from richmond to mortlake. I work in richmond and generally leave the office around 6pm to get home to take over from my nanny. I find the bus service extremely unreliable and it causes me a huge amount of stress. Tonight I left early and was waiting at the bus stop from 1630 to 1715. I am now running late again not down to my time management but due to bad bus service. I would be grateful if you could look into this matter. Yes I could get the train to mortlake but the bus route goes right by the end of my road. Best regards.

OUT

Thank you for your feedback of 25 April concerning reliability on the 419 bus route. I am sorry if the level of service has been unsatisfactory.

We aim to provide efficient and reliable services, and we continually monitor the network to ensure they meet performance targets. Road conditions can of course change suddenly and cause unexpected delays. When repeated problems become apparent, however, our Performance team works with the bus operating company concerned to remedy them. As the problem you describe appears to be a regular occurrence, I have passed your comments to the team so that it can be investigated. In the meantime, thank you for contacting us. We value passenger feedback as it helps us to improve the service.

0003567355

AdditionalComments=This morning my husband and I were waiting at the Sandycombe Road request stop [opposite Sainsbury's] for a 419 to Hammersmith. At 11.40 two buses arrived: the 190 then the 419. As the 190 came in first I hurried behind it to put out my hand to stop the 419. The driver ignored me and started to overtake the parked 190. My husband then rushed in front of the 190 and held out his hand. The driver ignored him too and drove on at speed. This meant that we had to wait in the cold for the next 419. We had already waited quite a while prior to the 11.40 bus and at our age [my husband is 78 and suffers from a heart condition and diabetes] this was both unacceptable and unnecessary. We would add that we use the 419 service frequently and nearly all the drivers are courteous and helpful, which made the behaviour of this particular driver shocking.

OUT

Thank you for your comments on 21 May regarding the behaviour of a bus driver on route 419. I apologise for the inconvenience you and your husband were caused.

We have simplified bus stopping procedures by removing the distinction between compulsory and request stops. This means drivers must always stop when there are waiting passengers.

In the instance you describe, it would appear those procedures were not followed. I have passed your complaint to London United, who operates the 419 route, so that appropriate action can be taken.

Thank you for taking the time to contact us. Please contact us again if you need any further assistance or if you would prefer to call us, please use our low cost number 0343 222 1234.

0003567740

Notes

23.05.2013 14:37:17 BUARIOL

MoP would like to make a complaint about service on the 419 bus route from Richmond bus st – Hamm’smith

MoP says she's pregnant and routinely had to wait over 30minutes for the bus.

It occurs mainly during rush hour at Whitehart lane & Sheendale road

OUT

No response required

0003620710

Notes

17.06.2013 19:09:35 HAYESAL

The customer complains that although there are only three 419s per hour on Saturday evenings, when the bus arrived it was only going to Mortlake. The customer wanted to go to Richmond and the driver told him that another bus was coming in ten minutes.

He decided to take a train at Barnes Bridge instead.

OUT

No response on case 0003663954

Notes

05.07.2013 16:36:28 WEBLOGIN

PREFERRED MEANS OF CONTACT: PHONE

Six of us got on what we all thought was marked as a 209 bus at Hammersmith heading to mortlake on a very hot day. After the bridge the bus went off course and we ended up stopped at the harrodian school and told to get off the bus with no explanation. It was a very hot day and I am at the final stages of a twin pregnancy an unable to walk in the heat. The driver told me tough and that I would need to walk to the next top to get another bus (as no other buses pass at that stop). All the other passengers on the bus argued with the bus driver as we all believed it to be a 209 bus. Several passengers were 100% sure the sign read 209 when we got on the bus. Perhaps he changed the number when we got on the bus? Regardless, I was left stranded in a vulnerable state. My husband had to leave work to come pick me up. I did not feel up to confronting the driver directly but I did take a picture of him if that is of help to you. I think it's very sad that a heavily pregnant woman can be treated this way on London public transportation

Direction :

OUT

I am writing in reply to your communication to London Buses Customer Services (Ref No. 3663954) concerning difficulties you experienced when travelling by Route 609 on 5th July 2013, which has been passed to me for attention.

I was extremely concerned to learn about the incident you were involved in. Let me start by saying how sorry I am for any distress you suffered as a result of this. Our bus drivers have a duty to provide passengers with a safe, smooth and comfortable journey. They are also the public face of London Buses. As such, they’re expected to behave in a polite and professional manner at all times. The incident you report is currently in the process of being investigated and followed up with the member of staff concerned. You can be assured that arising from our findings a suitable course of action will be taken to deal effectively with the matter.

I should like to apologise for the distress that you suffered while travelling on this occasion.

0003678026

Notes 11.07.2013 18:28:34 AJIJOLMO

Customer called to make a complaint about a bus driver who refusal to stop

There were so many people at the bus stop and he just drove past , he was already running late as the bus was ten minutes late to the stop.

This attitude is unacceptable as she has been forced to be late for an appointment which she would be charged for.

She would like a response

regards

OUT

Thank you for your call on 11 July 2013 regarding the failure to stop on bus route 419. I apologise that you had to go through this experience and the inconvenience it may have caused you.

We have simplified bus stopping procedures by removing the distinction between compulsory and request stops. This means drivers are instructed to keep a sharp lookout and must always stop when there are waiting passengers except where the bus is full.

I have passed your complaint and the details you provided to London United so that the appropriate action can be taken.

Thank you again for bringing this matter to my attention. Please contact us again if you need any further assistance or if you would prefer to call us about this matter, please use our new cheaper number 0343 222 1234.

0003678044

Notes 11.07.2013 18:29:09 MITCHEMI

MoP was waiting at the stop for the bus and the driver ignore MoPs request to stop and drove straight past.

Please investigate

Thanks,

OUT

No response on case

0003686374

Notes 15.07.2013 19:16:43 BUARIOL

Mop said he had been waiting for bus 419 for 20 minutes on 13/07/2013 at Barnes going indirection on Richmond . Mop said just after going past Manor Grove stop the driver announced that the bus will be terminating before Richmond . Mop also said he asked driver the reason for terminating service short of destination displayed on blind and driver said to ‘am running late’ .

Mop said he got off the bus and another 419 bus went past with not in service on the blind . Mop said he waited a while before getting on bus to arrive at Richmond .

Mop said he is not happy with the service .

OUT

No response

0003713164

IN Notes 26.07.2013 17:29:21 GRIGGSCH

customer waiting and refused to open doors

65 at stop double decker and another bus this driver stopped and apparently let customers on and off

as the bus passes the customer tried to flag him down

the customer stepped into the road

and conversed with the driver about her desire to use the service

and the driver refused shook his head, put his hands in the air

and indicated she should have seen where he was etc

please identify this driver this is not correct procedure

and the driver needs to be reminded who it is he serves

Mo (the hero) eventually picked up the customers on the bus behind (483) please note this driver wanted to convey his excellence via this complaint

OUT

Thank you for your call on the 26 July 2013 regarding the driver of bus 419 who failed to open the doors for you. I understand how you must have felt after this experience and appreciate your concern.

We have simplified bus stopping procedures so that drivers must always stop when there are waiting passengers except when the bus is full. If another bus is blocking the stop the driver should wait until it has moved away to ensure nobody has been missed. Drivers are also instructed to keep a sharp lookout for waiting passengers at all times.

I have passed your complaint to London United so the appropriate action can be taken.

Thank you for taking the time to contact us. If you need any further assistance we will be happy to help. If you would prefer to call us about this matter, please use our new cheaper number 0343 222 1234.

0003725562

419 The customer is calling on behalf of her mother and would like to make a complaint against the driver in question as he failed to stop and open the doors for her mother at the stop she requested for the bus to stop.

The customer’s mother pressed the buzzer well in advance and the driver still drove on, the customer's mother is an elderly woman who had a trolley full of shopping. When the driver eventually decided to stop he would not let the ramp down or lower he bus for her to get off.

Please Investigate

OUT

No response on case

0003727040

Notes 01.08.2013 16:57:30 WEBLOGIN

PREFERRED MEANS OF CONTACT: EMAIL Requested the bus to stop at Nassau Road Barnes, corner of Lonsdale Road and the driver refused to stop saying there was no stop there and didn't believe me when I told him the website shows a stop. He then kept driving until Barnes Bridge station which made me have to walk a mile backwards with large grocery shopping bags on a hot afternoon. The bus number plate was SN55 HKG Direction : Richmond

OUT

Thank you for your email of 1 August 2013 regarding to the behaviour of the 419 driver. I am sorry for inconvenience caused by this incident. It is of paramount importance to us that London’s bus drivers promote a positive image of London Buses.

We expect the highest standards from all our drivers and do not tolerate this kind of behaviour. I have passed the details to Travel London who are the bus operating company that runs the route for us, so that appropriate action can be taken to ensure this does not happen again. Once the driver has been identified they will be interviewed and dealt with in accordance to their companies procedures.

We work hard to maintain high levels of service and we believe that the vast majority of London bus drivers do an excellent job. Passenger feedback is extremely valuable, both good and bad and I am grateful to you for bringing this to our attention.

Thank you for taking the time to contact us. Please contact us again if you need any further assistance or if you would prefer to call us about this matter, please use our cheaper number 0343 222 1234.

0003729842

Notes 02.08.2013 16:18:07 WEBLOGIN

PREFERRED MEANS OF CONTACT: EMAIL Please can you tell me if the 419 will be running from Mortlake to Hammersmith to Mortlake on Saturday and Sunday and will the timetable still be the same?

Thank you

OUT

Re: 419 Bus route enquiry

Thank you for your email dated 2 August 2013.

I am sorry that we were not able to respond to you in time. I can advise that from 0430 Sunday 4 August until 0100 Monday 5 August there was no 419 service between Mortlake High Street and Richmond. For future enquiries, please allow up to 10 working days for us to respond.

Thank you once again for your email. Please do not hesitate to contact us if you have any further enquiries. If you would prefer to call us about any future matters, you may wish to use our low cost number, 03432221234.

0003733999

Notes 05.08.2013 12:13:12 BEGUMSH01

The customer called in to make a complaint against the service provider for the 419 route, the customer had been waiting at Barnes Bridge bus stop for over 30 minutes when he buses for that route are scheduled to come every 15 minutes.

Please Investigate

OUT

No response required

0003747520

Notes 12.08.2013 10:27:16 HAYESAL

The customer who has called us previously says that for the third time in a few months a 419 has been missed out at this time of the evening.

On Saturday 10 August, she was waiting at MAnor Circus for the 17:48 bus toewarsd Hammersmith. She had been there ten minutes before it was due.

Her 'app' said the bus was coming however at 20:09 she saw a bus pass by 'out of service'.

At 20:16 the next bus arrived.

She had spent 40 mins alone waiting and feels a bus should not be cancelled when people would have a half hour wait as a consequence.

OUT

No response on case

0003748503

Notes 12.08.2013 14:11:15 BOURNEPE01

The caller says could the management instruct their drivers to be sure to stop at stops late at night - the caller has been left more than once now late at night at Mortlake Road on the way to Richmond waiting to go home. She is an elderly woman and very vulnerable. Some drivers seem to be assuming there is no one there.

OUT

No response on case

0003771423

Notes 21.08.2013 15:19:31 WEBLOGIN

PREFERRED MEANS OF CONTACT: EMAIL I rang the bell to get off the stop at White Hart Lane. The stop sign at the front of the bus by the front doors lit up but not the sign on the indicator board. I rang another bell and the same thing happened. The bus stopped and the driver opened the front doors to let on a passenger. He could see that the stop sign was illuminated and I was standing by the rear doors. He started to drive off. I shouted out, and he stopped. I said I rang the bell. (And the stop sign by the front doors was still lit). He said he could not see that sign from where he was sitting (which indicates he has vision problems as the sign is clearly in his line of vision, so it is obviously dangerous for him to drive a bus or any vehicle). He said "don't blame me". At that stage I had not got angry or blamed him. I replied "what do you expect me to do if none of the bells on this bus work properly?". He said it was not his fault, and seemed to imply it was my fault. He just sat there and kept saying "don't blame me". I had to ask him twice to let me off the bus, and by this time I started to feel harassed and threatened. He opened the doors eventually and I said he was a very rude man. He then called me a "stupid cow". I then did get angry and told him to "f*** off", because quite frankly, his behaviour is not becoming of someone in a public servant role. How dare he blame a customer for something that is not their fault. As a woman, I felt threatened that he didn't immediately let me off the bus. Further, he seemed to have problems driving the bus and stopped after starting the vehicle at Hammersmith bus station where I boarded it. I want an immediate answer from a senior manager of the bus company along with a written apology. I want to know that this individual will not be driving this bus again as I regularly take the 419 bus. I am considering going to the police because I feel threatened by the way this individual spoke to me. Instead of apologising and acknowledging I had rung the bell and he had failed to see this, he became angry, defensive and abusive. A member of the public should not have to tolerate this verbal aggression. Direction : Richmond

OUT

Thank you for contacting us regarding the actions of a 419 bus driver earlier today. I appreciate you taking the time to bring the issues raised to my attention.

I am very sorry to hear that the driver did not let you off the bus despite stopping the bus. I apologise for the inconvenience and frustration caused by the driver’s actions.

The driver is alerted in his cabin when the bell is pressed so he has no need to look at the sign that the rest of the passengers use. There is no excuse for the driver to not let you and to then be rude and continue driving. Such behaviour will not be tolerated.

I have passed your complaint to London United, who operates route number 419 on our behalf. This incident will be investigated and appropriate action taken. They will try to ensure that this does not happen in future.

Once again, thank you for taking the time to contact us. Please contact us again if you need any further assistance or if you would prefer to call us about this matter, please use our new cheaper number 0343 222 1234.

0003784033

Notes 28.08.2013 11:02:03 MITCHEMI

Customer got on the bus and the driver shouted at her “I’m not going to stop and pick you up next time”

Customer said she didnt say nothing to the driver the entire jounrney and that his attiude was totally un-called for.

Please respond to customer.

Thanks,

OUT

Thank you for your call on 28 August regarding the behaviour of the driver on the 419 bus route. I apologise for any distress and inconvenience this caused you.

We expect the highest standards from all our drivers and do not tolerate this kind of behaviour. I have passed the details to London United who are the bus operating company that runs the route on our behalf. As you have provided us with a description of the driver and the registration number of the bus they will be able to identify and interview the driver, so that appropriate action can be taken to ensure this does not happen again.

Thank you for taking the time to contact us. Please contact us again if you need any further assistance we will be happy to help; If you would prefer to call us about this matter, please use our new cheaper number 0343 222 1234.

0003786663

Notes 29.08.2013 11:17:58 BANNINES01

Customer got on the bus from Barnesbridge station.

Customer said he rang the bell twice but this driver refused to stop though he rang the bell about 5 yards before the light plus it was a traffic jam.

Customer said that the driver told him to have rang the bell 20 yards before the traffic lights.

Customer said its a hail and ride session and the bus was also in traffic.

Customer said this driver is aware he is disabled

Customer said that this driver is not courteous and helpful.

Customer said that this is the second time this driver has refused him. He has being using the route over 10 years and he has never had any problem with a bus driver getting off and on

Please investigate and respond to customer.

OUT

Re: 419 bus driver failing to stop after bell was rung

Thank you for contacting us, about a 419 bus driver who refused to stop for you after you had rung on the bell twice, on your journey on 29 August.

I’m sorry for the inconvenience this caused you that morning. Drivers must look out as well as listen for passengers wishing to leave the bus, particularly if the bell has been rung. On Hail & Ride sections however, they must only stop where it is safe to do so, as they must also take other road users into account. This may not always be as close to where you would like, especially if there is other traffic.

We work hard to maintain a high level of service and expect drivers to pay their part in delivering this. They must assist passengers as best they can and show a polite manner. I have forwarded the details of your complaint to London United, which operates the route. As you gave the bus registration number, they will view CCTV footage as well as interview the driver about how he handled this situation.

Thank you for taking the time to contact us and I wish you a more pleasant journey next time. Please contact us again if you need assistance in the future; if you would prefer to call us, use our new cheaper number 0343 222 1234 (24 hours).