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MAYOR of LONDON Transport for London MAYOR OF LONDON Transport for London Transport for London File name: BRB3 Pages Client: London Buses Designer: Trent Document size: 105x148mm, 296pp Corporate Design, 13th Floor Windsor House, Created: 05/22/12 Colour: CMYK 42–50 Victoria Street, London SW1H 0TL t: 020 3054 6257 Amended: May 28, 2012 1:11 PM For staff only For use Third edition © 2012 Contents Introduction 3 Frequently asked questions 5 The basics 13 More than just a driver 41 Older and disabled passengers 51 Getting help 65 A driver's guide to ticketing 83 Bus service guide 127 Useful contacts, Glossary and Index 281 3 Introduction Welcome to the Big Red Book The population of London is growing and demand for the bus service is at its greatest since the 1950s. As passenger numbers increase, our responsibility to carry passengers safely, reliably and comfortably is also becoming more important. This latest edition of the Big Red Book contains new and updated guidance to help you continue to deliver the high standards our customers expect. We’ve added and updated guidance, but can’t cover all possibilities. If you’re in doubt about how to handle a situation, think about how you would like to be treated and you will have the answer. Often customers just want to be kept informed, so we have included a new section on page 46 about using your PA for this purpose. Thank you for your contribution towards making the bus service in London world class. Leon Daniels Managing Director, Surface Transport Transport for London Introduction 4 What’s new? We’ve added or changed guidance on the following topics: Serving busy bus stops ....................................................Page 10 When to kneel the bus .............................................Pages 19, 53 Wheelchairs and mobility scooters ..................................Page 57 Using the public address (PA) system ...............................Page 46 Pre-recorded announcements .........................................Page 49 Avoiding conflict .............................................................Page 77 New Travel Support Card .................................................Page 56 Carriage of dogs .................................................Pages 28, 29, 55 As well as this, there are the usual updates on fares and tickets plus your new Bus Service Guide on page 127 and a glossary on page 284. There is also an improved contents list and index to make it easier for you to find what you need. We want to know how we can help you do your job and if there are any issues you think we should know about. Get in touch and we’ll help you if we can Text your questions to: 07860 023080* Email: [email protected] ...and we’ll get back to you. *Your normal network rate applies Frequently asked questions This section provides answers to issues around: Wheelchair users Passengers with buggies Serving bus stops Passengers who cannot pay 7 Frequently asked questions Frequently asked questions This section provides answers to many of the issues we know you face and customers tell us about: Wheelchair users Passengers with buggies Serving bus stops Passengers who cannot pay or are having trouble with their Oyster card There are more detailed answers to these issues further on in the book but here is a brief summary plus details of where to find more information. Frequently asked questions 8 Top questions asked 1. What do I do if there are people or buggies in the wheelchair area and a wheelchair user wants to board? Wheelchair users are to be given access to the wheelchair space even if it is occupied by other passengers or buggies. Use the iBus automated announcement to make it clear that the wheelchair space is needed. If necessary, politely but firmly ask the buggy owners to move or fold their buggies to let the wheelchair user into the area as this is the only safe place for them to travel. Explain you will give them the time they need to do this and be patient and polite. Do not move off until they are re-positioned. Sometimes it is possible for a wheelchair and an unfolded buggy to share the space. You should allow this provided the wheelchair user is in the correct position and the buggy does not block the gangway. See ‘The basics’ page 33 9 Frequently asked questions 2. What do I do if a passenger wants to board with a buggy and there are already buggies on board? Generally, it is safe to have two unfolded buggies in the space depending on their size. However, there is no fixed rule on the maximum number of buggies allowed because every situation is different - it depends on the size of the buggy, the space available and how full your bus is. Only ask passengers to move or fold their buggy down if space is needed by a wheelchair user or if it will cause an obstruction. There is no restriction on the number of folded buggies as long as they do not block the aisle. See ‘The basics’ page 33 3. Why should I pick up passengers if they don’t put their hand out at the bus stop? Whether it is day or night, if there is someone at the bus stop, you have to stop. If you are sure nobody is waiting for your bus, or wants to get off, you can keep going. If in doubt, stop. The policy changed because some passengers may not know they need to put their hand out or they might be visually impaired making it difficult for them to know which bus they should flag down. See ‘The basics’ page 19 Frequently asked questions 10 4. Do I have to stop more than once at busy bus stops? You may need to. Older customers or those with mobility or visual impairments frequently tell us that it is hard for them to board their bus at busy bus stops. Often, this is because buses pull up behind others already at the stop, which may be some distance from where passengers are waiting. You must always make sure that passengers who want your bus have an opportunity to board before you pull away. Do not move off or pull round other buses in front of you until you have checked to see all passengers waiting for your bus have boarded. This may mean you need to pull forward nearer to the stop. See ‘The basics’ page 19 11 Frequently asked questions 5. What if a passenger has a problem with their Oyster card? If the card is not working, there is little you can do to solve the problem, but always be patient and polite. Ask the passenger to try again, touching their card flat on the yellow target of the reader. If it still does not work, use the information on the ETM display to explain what is wrong and print it out if necessary. Passengers can get help to sort the problem out at: tfl.gov.uk/oyster Tube ticket offices The Oyster helpline on 0845 330 9876 If the passenger still wants to travel they will have to pay the cash fare. In the Pay Before You Board (PBYB) area, passengers must buy tickets before they board Freedom Pass holders do not have to pay if their card is not working, except if it has been stopped. Otherwise, check the expiry date, make sure their photocard is a true likeness, let them board and advise them to get a replacement Freedom Pass Frequently asked questions 12 If a passenger says there should be more money on their Oyster card, it could be for a number of reasons and there is little you can do. They must pay a fare if they want to travel and contact the Oyster Helpline or the place where they got their card to sort out the problem. A receipt is not valid for travel See ‘A drivers’ guide to ticketing’, page123 If there is anything that you want to know, which is not covered here, send a text to: 07860 023080*, or email [email protected] and we’ll get back to you. *Your normal network rate applies The basics 16 ........... A typical journey 23 ........... If your journey is disrupted 28 ........... What can you allow on board? 33 ........... Buggies 35 ........... Using your Mobile Data Terminal (MDT) 15 The basics The basics Customer expectations of the bus service are increasing, so being a professional is key to delivering the high standards needed for London's bus service to be regarded as 'World Class'. This section contains guidance to help you maintain these high standards. The basics A typical journey 16 A typical journey Before you leave the garage… 1. Complete your walk round checks and make sure your wheelchair ramp is working. If there is a problem with the ramp you must report it and it should be repaired or your bus substituted before you leave the garage. 17 The basics A typical journey 2. Remember to sign on your ETM module. 3. You also need to make sure your iBus and Mobile Data Terminal (MDT) are working. Visual and audio announcements on iBus make it much easier for disabled passengers as well as those less familiar with the network to use the buses. This is why you must make sure iBus is switched on at all times, unless authorised not to by your service controller. Having iBus on also means passengers will ask you fewer questions. Please report any faults with iBus as soon as possible via your service controller, so we can get them fixed. 4. You should be smartly dressed in your company’s uniform and must not wear your hi-vi while driving. 5. Make sure you have a cash float to cover reasonable amounts presented by passengers during your shift, as this ensures you are able to give change and helps avoid conflict.
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