MAYOR OF LONDON Transport for London Think you know about Mystery Travellers? Things are changing. London Buses are now measuring manners as well as mileage. This book tells you how and why. Mystery Travellers will be assessing drivers, and this book gives you all the information you need to get full marks. You will find the essentials upfront, supported by a lot more detail and some useful tips on dealing with tricky situations. • Our new contracts ............................................. 02 GET FULL MARKS FROM THE TITLE.MYSTERY TRAVELLER .......................................... 06 Copy TOP TIPS • How to get respect from your passengers ..... 14 • Disabled passengers .......................................... 20 • Tricky situations ................................................. 36 • CentreComm ....................................................... 58 A DRIVER’S GUIDE TO TICKETING ................... 85 • Ticketing on London’s Buses BUS SERVICE GUIDE ............................................. 110 • Bus Service Guide – all routes USEFUL NUMBERS ............................................... 259 If you have comments and suggestions for future versions of this book, please let us know by emailing
[email protected] 2 OUR NEW CONTRACTS OUR NEW CONTRACTS 3 OUR NEW CONTRACTS There are more Mystery Travellers • Being polite to passengers than ever before and the things • Driving smoothly they are looking for have changed. • Checking tickets • Maintaining headway London Buses’ contracts now aim London Buses will check for all these things – to improve customer service as and more. well as reliability. Under the new scheme, Mystery Travellers will check whether bus drivers are polite and helpful to passengers. 4 OUR NEW CONTRACTS The Driving Standards Agency reports that the quality of driving across the network has improved by 66% since 2003. Now we’re looking for the same commitment and professionalism applied to customer service.