Travel in London Travel in London Report 8 Report 8 ©Transport for London 2015 All rights reserved. Reproduction permitted for research, private study and internal circulation within an organisation. Extracts may be reproduced provided the source is acknowledged. Disclaimer This publication is intended to provide accurate information. However, Transport for London (TfL) and the authors accept no liability or responsibility for any errors or omissions or for any damage or loss arising from use of the information provided. Overview .......................................................................................................... 7 1. Introduction and contents ............................................................... 21 1.1 Travel in London report 8 ............................................................................ 21 1.2 Transport goals and outcomes sought by the Mayor’s Transport Strategy ... 21 1.3 Monitoring the implementation of the Mayor’s Transport Strategy ............. 23 1.4 Structure and content of this report ............................................................ 23 1.5 Further information ..................................................................................... 24 Travel demand and performance of the transport networks ............... 25 2. Overall travel trends in London ....................................................... 27 2.1 Introduction and contents ........................................................................... 27 2.2 Total travel in London ................................................................................. 27 2.3 Journey stages in London ............................................................................ 28 2.4 Trips in London ........................................................................................... 30 2.5 Mode shares in London ............................................................................... 33 2.6 Comparison of outcomes with MTS expectation to date ............................. 36 2.7 Morning peak travel to central London ........................................................ 37 2.8 Travel to London Docklands ........................................................................ 42 2.9 Key reference statistics ............................................................................... 47 3. Travel trends by mode ....................................................................... 49 3.1 Introduction and contents ........................................................................... 49 3.2 Key modal trends ........................................................................................ 49 3.3 Modal trends: Bus ....................................................................................... 51 3.4 Modal trends: Underground ........................................................................ 52 3.5 Modal trends: Docklands Light Railway ....................................................... 52 3.6 Modal trends: London Tramlink .................................................................. 53 3.7 Modal trends: London Overground ............................................................. 54 3.8 Modal trends: Emirates Air Line .................................................................. 55 3.9 Modal trends: National Rail in London ........................................................ 56 3.10 Modal trends: Road traffic in London .......................................................... 57 3.11 Modal trends: Cycling .................................................................................. 61 3.12 Modal trends: Walking ................................................................................. 65 3.13 Modal trends: Road-based freight and servicing .......................................... 65 3.14 Modal trends: River Services ........................................................................ 68 3.15 Modal trends: Travel by air .......................................................................... 69 3.16 Modal trends: Licensed taxis and private hire vehicles................................. 70 3.17 Key reference statistics ............................................................................... 71 4. Performance of the transport networks ........................................ 73 4.1 Introduction and contents ........................................................................... 73 4.2 Key modal trends (service supply) ............................................................... 73 1 Travel in London, Report 8 4.3 Key modal trends (operational performance) ............................................... 73 4.4 Summary of key service supply and operational performance statistics for London’s key public transport networks ................................................ 75 4.5 Modal performance indicators: Bus ............................................................. 76 4.6 Modal performance indicators: Underground .............................................. 78 4.7 Modal performance indicators: Docklands Light Railway ............................. 79 4.8 Modal performance indicators: London Tramlink ........................................ 80 4.9 Modal performance indicators: National Rail and London Overground ........ 81 4.10 Public transport reliability ............................................................................ 83 4.11 Public transport capacity ............................................................................. 84 4.12 Performance of the road network for movement by motorised vehicles – average traffic speeds and delays (congestion) ............................................ 85 4.13 Journey time reliability for general road traffic ............................................ 92 4.14 Key reference statistics ............................................................................... 94 Progress towards MTS transport goals ..................................................... 95 5. Operational efficiency, public transport fares, asset condition and payment technologies ............................................................... 97 5.1 Introduction and contents ........................................................................... 97 5.2 Key trends – operating costs, asset condition and public transport fares .... 97 5.3 Transport operational efficiency and asset management ............................. 98 5.4 Public transport fares ................................................................................ 101 5.5 Payment technologies – contactless ......................................................... 102 6. Safety and security on the transport networks .......................... 105 6.1 Introduction and contents ......................................................................... 105 6.2 Key trends – safety and security on the transport networks ...................... 105 6.3 Road safety ............................................................................................... 106 6.4 Passenger safety on the public transport networks ................................... 114 6.5 Crime and antisocial behaviour on the public transport networks .............. 116 6.6 Perception of crime and antisocial behaviour ............................................ 117 7. The customer experience ............................................................... 121 7.1 Introduction and content .......................................................................... 121 7.2 Summary ................................................................................................... 121 7.3 Understanding where improvement was required ..................................... 122 7.4 TfL’s Customer Model .............................................................................. 122 7.5 A track record of continuous improvement ............................................... 123 7.6 Our customer service today and understanding the challenges ahead ....... 125 7.7 Using digital information and technology to improve customer service ..... 134 7.8 Customer perception and satisfaction of the wider transport experience .. 135 8. Transport connectivity, physical accessibility and understanding London’s diverse communities ...................................................... 139 2 Travel in London, Report 8 8.1 Introduction and content .......................................................................... 139 8.2 Key trends – transport connectivity and physical accessibility ................... 139 8.3 Transport connectivity – access to jobs .................................................... 140 8.4 Transport connectivity – access to public transport .................................. 141 8.5 Using PTALs – TfL’s WebCAT tool ........................................................... 144 8.6 Physical accessibility to the transport system ........................................... 148 8.7 Understanding London’s Diverse Communities ......................................... 148 8.8 Action on equality ..................................................................................... 161 9. London’s air quality and greenhouse gas emissions and transport and public health ............................................................ 163 9.1 Background and content ............................................................................ 163 9.2 Local air quality and greenhouse gas emissions – recent initiatives ........... 163 9.3 Trends in London’s ambient air