Chapter four - A good public transport experience - Greater London ...
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A GOOD PUBLIC TRANSPORT EXPERIENCE 129
Chapter four –
A good public
transport
experience
London has one of the most extensive
public transport networks in the world,
with more than 9 million trips made every
day by bus, tram, Tube, train and river
boat. Use of the public transport system
has increased by 65 per cent since 2000,
largely because of enhanced services
and an improved customer experience.
An easy to use and accessible public
transport system is an essential part
of the Healthy Streets Approach as it
gives people alternatives to car use for
journeys that are not possible on foot or
by cycle. By providing the most efficient
and affordable option for journeys that
are either impractical or too long to walk
or cycle, public transport has helped to
reduce Londoners’ dependency on cars
during the past 15 years and this trend
must continue.
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A GOOD PUBLIC TRANSPORT EXPERIENCE 131
As it grows, the city requires the public This chapter sets out the importance of The whole journey
‘By 2041, the transport capacity to reduce crowding a whole journey approach, where public A good public transport experience
and support increasing numbers of transport improvements are an integral means catering for the whole journey,
public transport people travelling more actively, efficiently part of delivering the Healthy Streets with all its stages, from its planning to
and sustainably. Figure 18 shows that Approach. The chapter then explains the return home. All public transport
system will need by 2041 the public transport system will in four sections how London’s public journeys start or finish on foot or by
need to cater for up to around 15 million transport services can be improved for cycle, and half of all walking in London is
to cater for up to trips every day. all Londoners and also become a more done to or from public transport stations
appealing option than car use by: or stops 1. It is essential to integrate
15 million trips FORECAST GROWTH IN PUBLIC
TRANSPORT TRIPS TO 2041
bus, Tube, rail and tram services with
FIGURE 18: FORECAST GROWTH IN PUBLIC a) Improving safety, affordability and improvements to street environments
every day.’ TRANSPORT TRIPS TO 2041 customer service so the whole public to provide Londoners with attractive
20 transport network becomes easier and alternatives to car use.
Public transport trips per day (millions)
more convenient to use for more people.
The areas around and within stations,
15
b) Improving public transport accessibility however, can be cluttered and difficult
so that disabled and older people can to navigate, provision for cycle parking
10 travel spontaneously and independently. can be inconsistent, and interchanges
between services can be complex.
c) Shaping and growing the bus network to
5
provide convenient, reliable, accessible Stations and stops will be designed for
public transport options where they active, efficient and sustainable onward
0 are needed. journeys. The first things passengers
2015 2041 will see on emerging from the station will
Year d) Making rail services the most be clear walking directions and maps,
efficient way for people to travel cycle hire facilities, bus connections and
Committed investment Strategy longer distances by tackling crowding an attractive, accessible and inclusive
and improving the reliability, comfort public realm, rather than car parking and
and appeal of rail travel. pick-up/drop-off spaces.
1 London Travel Demand Survey (LTDS) 2013/14-2015/16, TfL analysis
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A GOOD PUBLIC TRANSPORT EXPERIENCE 133
Policy 10 system will be to achieve year-on-year Proposal 50
The Mayor, through TfL and the increases in the proportion of people who The Mayor, through TfL and the a) Sufficient space and desire-line
boroughs, and working with walk or cycle for at least 20 minutes a day. boroughs, will make improvements connectivity for current and
stakeholders, will use the Healthy measured and prioritised against future volumes of people arriving
Streets Approach to deliver co- The healthy, efficient and sustainable the Healthy Streets Indicators to and leaving on foot.
ordinated improvements to public choice must be the easiest option transform the design and layout of
transport and streets to provide an every time, particularly at places where street space and transport facilities b) High-quality provision for
attractive whole journey experience people change between transport around bus, rail, Underground, cycling, consistent with London
that will facilitate mode shift away modes. This will require good quality, London Overground, DLR and other Cycling Design Standards,
from the car. secure cycle parking at a level that stations, and around river piers, including secure and well-located
meets current demand and provides as far as practicable, to create cycle parking.
for future growth. Buses, cycle hire, safe, secure, accessible, inclusive,
The walk to and from the stop or station, Dial-a-Ride and community transport welcoming, well-designed gateways
however short, can be an important part services will also need to be easy to and routes to and from public
of staying healthy for many people. A key access and navigate to, and taxi ranks transport, including provision of:
measure of a more integrated transport should be accessible.
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A GOOD PUBLIC TRANSPORT EXPERIENCE 135
a) Improving safety, transport system. All parts of the Policy 11
affordability and public transport network will play an The Mayor, through TfL and the c) Training staff on their role in
customer service important role in achieving Vision Zero, boroughs, and with the DfT, Network helping customers and users
eliminating deaths and serious injuries Rail, train operating companies stay safe.
Vision Zero for safe public transport from London’s transport system by and other transport infrastructure
Londoners rightly expect their public 2041. The policies and proposals in providers and service operators, will d) Developing new and
transport services to be operated this chapter, setting out investment work to eliminate deaths and serious more innovative ways of
safely and to be managed and policed in new infrastructure and service injuries from London’s rail, Tube, communicating safety messages
to ensure their personal security. After enhancements, as well as other factors London Overground, DLR, tram, river to customers and users.
many years of safe operation, there such as staff training, will help develop and cable car services by:
was a tram overturning on a curve at an even safer and more secure public e) Applying appropriate
Sandilands Junction in November 2016, transport system. a) Ensuring that assets and arrangements for maintenance
in which seven people lost their lives infrastructure are maintained to and other supporting services
and more than 50 people were injured. Priorities include reducing the danger the required safety standards that are contracted or licensed.
This tragedy serves as a reminder that to users on the transport network itself, and that all new assets and
safety is paramount. TfL will implement for example when boarding and alighting infrastructure are designed with f) Working closely with the
the relevant lessons learnt from both trains, and also reducing the danger Vision Zero in mind. emergency services to ensure
the Rail Accident Investigation Branch posed to Londoners more generally, such rapid response to incidents.
(RAIB) report2 and TfL’s independent as that which can be associated with b) Identifying and implementing
investigation3 more widely across TfL’s level crossings and low railway bridges new approaches to reduce or
operations. TfL will continue to work over roads. eliminate injuries.
with the wider tram industry to ensure
all the RAIB’s recommendations are Sadly, there are a number of suicides
implemented and tram safety continues each year on the transport system, and
to improve. a range of measures will continue to be The Vision Zero approach to road
taken to prevent this, including working danger, including bus services, is set
Including and beyond this, the Mayor with the rail industry and organisations out in Chapter three.
is committed to ensuring Londoners such as the Samaritans.
can travel safely throughout the entire
2 ‘Overturning of a tram at Sandilands Junction, Croydon, 9 November 2016’, Rail Accident Investigation
Branch: Rail Accident Report, December 2017
3 ‘Tram overturning at Sandilands, Croydon on 9 November, 2016’, TfL Board Paper: Safety, Sustainability
and Human Resources Panel – RAIB and TfL Investigations – Update, 22 January 2018
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Making public transport affordable Policy 12 Enhancing customer service to accurate real-time information and
A fully inclusive public transport The Mayor will ensure public In London, almost every resident, worker assistance along the way. There should
system would enable all Londoners to transport fare levels are set to and visitor is a customer on the city’s be easy and accessible interchange
take advantage of the opportunities enable access to affordable travel transport system. The experience of between different public transport
the city has to offer. An affordable fares for all Londoners. travelling around London has improved services and with walking and cycling.
system, both now and in the future, is significantly in recent years. However,
essential to encouraging a shift from car there are still too many inconsistencies This means, for the rail and Underground
to public transport. Members of the public who use non- across the network in terms of quality network, more frequent and reliable trains;
TfL services will still be subject to fares and reliability, information provision and fairer, simpler fares (including extending
To ensure that public transport is increases, however. Should such rail general integration between different Oyster and contactless payment to more
available to those who may find it least services be devolved to TfL, fares will be transport options. This can cause stress stations around the edge of London);
affordable, current concessions (such as aligned with TfL’s affordable fares policy, for individuals and, more broadly, weaken modern, staffed stations; and information
the Freedom Pass) will be maintained. In with affordability prioritised beyond Londoners’ confidence in the public at every stage of the journey. On the
addition, single fares across all current the current 2020 timeframe. As many transport system. An improved quality bus network, there will be improved
TfL services have been frozen until Londoners as possible should be able to of service is needed to enable more customer information during disruption
2020, reducing the cost of using TfL benefit from affordable public transport Londoners to positively choose to use and delays, as well as enhanced on-board
services in real terms. A new ‘Hopper’ services, with the same fares structure public transport as an alternative to services (e.g. cleanliness, seating and
fare was introduced in September 2016 and policy applying across the whole the car. air conditioning). New customer service
and then extended in January 2018 transport system in London, whether or standards will be developed for bus
to allow customers to make unlimited not it is provided by TfL. stations, and customer-focused training
bus or tram transfers within the hour, Policy 13 – with a continuing emphasis on equality
even if other trips on Oyster modes are The Mayor, through TfL and issues, particularly for older and disabled
made in between. This has improved the Proposal 51 the boroughs, and working with people – will be delivered to all bus drivers
affordability of those trips that involve While a Government decision on stakeholders, will seek to make the and front-line staff.
the use of multiple buses or trams. It further devolution of rail to London public transport network easier
has, in particular, delivered savings to has not been forthcoming, the and more pleasant to use, enabling With 27 million journeys taking place in
those who are unable to afford rail travel Mayor will press the Government customers to enjoy comfortable, London every day, inevitably sometimes
over longer distances, and helped make to match TfL’s fares freeze in confident, safe and secure, things will go wrong, so it is important
the cost of travel by bus or tram more London until 2020, and to prioritise informed and stress-free travel. that TfL and other transport service
competitive compared to journeys by car. affordability beyond then. providers support customers when
this happens. When there is service
Getting the basics right disruption, customers need to be given
Across all modes, what customers value up-to-date information that enables them
the most is the service provider ‘getting to make alternative travel arrangements.
the basics right’. This means providing a Customers should be confident that
reliable public transport service that gets staff are helpful, knowledgeable and
customers to their destination safely and empowered to assist whenever they
on time. Customers should have access need help.
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4.03
Customers should feel that they can Consistent level of service
trust the fares system. It is important Customers value a consistently good
that people are charged the cheapest service. TfL’s management of more of
fare and that any errors are fixed. As London’s suburban rail network would
part of that commitment, TfL and other support this, bringing staffed stations
operators should put in place initiatives and a consistent level of service to areas
to reduce the number of maximum fares beyond the existing Tube and London
charged should customers forget to Overground networks. TfL has a proven
‘touch out’, for example charging Oyster record of improving customer satisfaction
and contactless customers an average on London’s transport system. Figure 19
fare based on journey history. And, if shows the improvement when TfL took
customers need a refund for any reason, over and invested in the London
the process must be easy to follow. Overground network.
LONDON OVERGROUND OVERALL CUSTOMER EVALUATION SCORE
AND PASSENGER JOURNEY STAGES 2009�10 TO 2016�17
FIGURE 19: LONDON OVERGROUND CUSTOMER EVALUATION SCORE AND PASSENGER
JOURNEY STAGES, 2009/10-2016/17
100
200 200
90 180
80 160
Overall customer evaluation score
150 Journey stages (millions)
70 140
60 120
50
100 100
40 80
30 60
50
60
20 40
10 20
00 0
2009-10 2010-11 2011-12 2012-13 2013-14 2014-15 2015-16 2016-17
Year
Overall customer evaluation score Journey stages
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Londoners’ travel habits are changing and On the rail and Underground networks, Proposal 52
off-peak, weekend and night-time public rolling out WiFi to more stations will The Mayor, through TfL and the
transport services also need to be better support staff in providing customer boroughs, and working with other
developed, enabling London to become a information. Staff will be equipped with transport operators, will improve
fully 24-hour city that is open to everyone, mobile devices to provide real-time customer service across the
with a strong night-time economy. information to customers, and transport system with a focus on:
Devolution of suburban rail services personalised and relevant live
to the Mayor would help integrate the information will be integrated into a) Improved staff training, including
provision of services and achieve a more Journey Planner and Twitter travel the training of bus drivers.
consistent experience for customers alerts. The London Underground is
across the public transport system. one of the most high-profile 'not- b) Providing a more consistent level
spots' in the country and, building on of service across all transport
Innovation the improvements in communication modes (including rail services
More than 80 per cent of Londoners technology for the emergency services, where devolved from the DfT).
now use the TfL website and 5 million 4G mobile communications will be
people follow TfL on Twitter. In addition, provided on the Underground. This c) Making the most of new
more than 40 per cent of Londoners gives a unique opportunity to provide technology and innovations
use some of the 600 apps powered by public cellular services and in 2019 the in customer service, including
TfL data. Customer expectations will Elizabeth line is planned to be one of provision of mobile phone
continue to evolve as new information the first lines to offer 4G connectivity. access underground.
technology emerges. Innovations in
customer service are essential to attract On the bus network, vehicle layouts
Londoners to public transport, walking and branding could be varied to reflect
and cycling, and to make services more customer needs on different types
accessible and inclusive. of route. New ‘mobility’ models could
also be explored, for example demand-
responsive services, where these can
make public transport a more attractive
alternative to the car.
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b) Improving public transport Addressing these barriers, to create a Policy 14
accessibility and inclusivity more accessible and inclusive public The Mayor, through TfL and the
transport system, will enable new trips to boroughs, and working with
Making the public transport system be made by disabled and older people, stakeholders, will seek to enhance
more accessible and inclusive is critical as well as making their current trips London’s streets and public
to delivering a better whole journey easier and quicker. This will improve transport network to enable
experience for disabled people and the social integration by giving more disabled and older people to more
growing number of older people, and will people a chance to participate in the easily travel spontaneously and
also ensure that public transport is easier opportunities that London has to offer, independently, making the transport
to use for all Londoners. The transport helping create a more inclusive city. system navigable and accessible
system needs to be able to cater for to all and reducing the additional
journeys made by people with a range of Accessibility improvements should be journey time that disabled and older
visible and invisible disabilities. These complemented by ensuring that the users can experience.
include mental health conditions, long- transport network is better connected
term health conditions, impaired mobility, across and within all modes and spaces
and visual or hearing impairments. through which people travel. Vehicles, Enabling spontaneous and
stops, stations and streets should independent travel
However, the current public transport be designed to be as inclusive and Currently, 45 per cent of disabled
system can present a range of barriers accessible as possible, taking account Londoners find planning and making trips
to its use by disabled and older people. of the needs of all users. There should by public transport stressful, sometimes
These barriers include the need to be a focus on the needs of customers having to rely on staff assistance to
frequently plan journeys across a by providing good information and board and alight trains, as well as often
complex network in a high level of detail communication, and passenger support having fewer alternative options should
and in advance, inconsistent levels of and assistance should be available, services be delayed or disrupted. This
staff availability and assistance, and particularly when services are delayed can make it difficult for disabled and
the often poor physical accessibility of or disrupted. Accessibility and inclusion older people to feel they can depend on
stations and interchanges. The extent also means that all members of the public transport to travel spontaneously
that these barriers limit travel varies from public feel safe and secure when and independently – to ‘turn up and go’.
person to person, and some barriers travelling. Transport operators must
for some people can be so significant place a greater focus on the needs
that they prevent them from using the of all those travelling to help improve
network entirely. their services. They should embed
accessibility and inclusivity in all aspects
of their transport planning and delivery.
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Continuing to improve journey planning • Where a lift is unavailable at a Tube, Proposal 53 Making bus services more accessible
tools and travel mentoring programmes TfL Rail or Overground station, staff The Mayor, through TfL and working and inclusive
will be important in helping disabled and will help customers plan an alternative with transport operators, will enable Buses are typically the most common form
older people feel confident in using the route, or, where a reasonable spontaneous and independent of public transport used by older people,
public transport network. The availability alternative is not available, will book travel for disabled and older disabled people and those travelling with
of staff to assist, should this be required, a taxi (at TfL’s cost) to take them to people by: children, often with prams or buggies.
is also important to enable journeys to be their destination or another step-free Buses are a relatively accessible form
made spontaneously and independently. station to continue their journey a) Improving journey planning tools, of public transport – all London buses
ensuring advances in technology meet strict accessibility requirements,
TfL has staff at all Tube, TfL Rail, and • Staff on board DLR and trams are make the tools more accessible and 95 per cent of bus stops are now
Overground stations when services are available to assist and easier to use; and guiding wheelchair accessible. Specific training
running, while some piers, all boats, the people to the most accessible on helping those users with accessibility
Emirates Air Line and Victoria Coach • Staff should be easy to find at VCS, journey options. needs is being delivered to bus drivers,
Station (VCS) are staffed. Trams and Emirates Air Line terminals and on and TfL works with bus operators to
buses are staffed by the driver and the piers and boats b) Providing travel mentoring and ensure this training is put into practice
DLR has a Passenger Service Assistant other opportunities to help in daily service provision. Nevertheless,
on every train. This means that: • Help points can be found and easily Londoners gain confidence to on-board crowding, competition for
accessed for assistance throughout use public transport. the designated wheelchair space and
• There is no need to book in advance to TfL’s networks to request information the internal layout of the vehicle can
use TfL services or speak to staff in an emergency c) Continuing to provide the current negatively impact the experience of
‘turn-up-and-go’ service at using buses. There is therefore a real
• Station staff are able to accompany ‘Turn up and go’ is provided on London all TfL-operated stations, and need to further improve bus accessibility
customers to the train, help them Overground and will be introduced on providing it at additional stations through future bus design.
board, including providing a ramp London’s other local stopping services where national rail services are
where step-free access is only to (shown in Figure 29) where responsibility devolved to TfL. In addition to making more bus stops
the platform, and arrange for them for them is devolved to TfL from the DfT. wheelchair accessible, at key locations
to be met at their destination. Staff d) Continuing to seek and act on such as interchanges, a higher level of
are also encouraged to offer help feedback from disabled and improvements will include improving
to anyone who looks like they may older Londoners regarding public shelters, seating, interchange
need assistance transport services. information, and locating stops as close
as possible to key destinations with
excellent walking links.
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Proposal 54 consistent wayfinding, tactile paving,
The Mayor, through TfL and board space for wheelchair soft-touch hand rails, accessible ticket
the boroughs, will improve bus users, improved boarding ramps, machines, more seating for people who
accessibility by: induction loops and consistent struggle to stand, and extending the use
signage and messages regarding of hearing-aid induction loops across
a) Continuing to provide improved priority seating. the network. Most of the network now
accessibility training to all bus has these features, but TfL will continue
drivers and working with operators d) Continuing to upgrade existing to review them to make sure they are of
to ensure they are meeting their bus stops, including hail and ongoing benefit to users.
requirements for the level of ride route sections, so that they
service that their drivers provide. meet the wheelchair accessible TfL has already set ambitious aims to
standard, and ensuring that improve step-free access, and is working
b) Reviewing existing bus design, all new and amended bus stops to make 40 per cent of the Tube network
including opportunities for will be wheelchair accessible as step-free by 2022 (a significant increase
increasing wheelchair space and a minimum. from the current 26 per cent). In this
internal layout to ease movement time, TfL will develop proposals for a
and improve safety. e) Delivering a higher level of further tranche of step-free stations
bus stop accessibility at key for delivery beyond 2022. The Mayor’s
c) Ensuring that new buses locations, such as major transport longer-term aim is for the majority
provide better accessibility for interchanges and key health and of the Tube network to be step-free,
all users, including more on- education hubs. recognising that some locations will be
very difficult to retrospectively make
step-free because of the age and layout
of the original station. Network Rail must
Making Tube, rail and other services the quickest route on average across continue to make national rail stations
more accessible and inclusive London, although this is considerably step-free in parallel, so that the overall
London’s Tube and rail network brings higher in areas served by Tube lines with transport network is more accessible.
travel opportunities to millions of people, few step-free stations (see Figure 21). Level access, platform humps and
but for people who are older or disabled, boarding ramps must be available at
or who are travelling with luggage or The inclusive and accessible design stations so that people can board trains,
young children, it can sometimes be hard of stations and services is essential to with staff available who are trained to
to get around and journeys that require open up the full potential of the rail and assist, to provide a ‘turn-up-and-go’
a step-free route often take longer than Tube network to all Londoners, including service for those who require assistance
those that do not. TfL analysis suggests disabled and older people. This includes such as some people with visual
that journeys by step-free routes providing accessible and up-to-date impairments and wheelchair users.
take about 15 per cent longer than information on access, appropriate and
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Tube improvement programmes will Proposal 55 Figure 21 shows the reduction in the of extending flexibility and choice in how
benefit disabled and older people and The Mayor, through TfL and working difference in journey times between the and when to use ATS. When completed,
those travelling with young children in with the DfT, Network Rail and step-free and the full network that the there will be a single integrated service
two main ways. Firstly, they will provide other stakeholders, will make the strategy will deliver in the period to 2041. that gives customers seamless access
greater capacity and thus reduce transport network more accessible to a range of transport options, including
crowding (one of the most significant and inclusive by: Assisted Transport Services London’s public transport and core ATS.
barriers to travel for disabled people). The proposals set out above will make As the improved service is implemented,
Secondly, the new trains that will be a) Using Inclusive Design, for the public transport network more TfL will engage with other service
introduced as part of the programmes example for station and train accessible for disabled and older providers to investigate opportunities for
will incorporate inclusive design features layout and facilities, including people. However, there is also a further integration to establish a broader
such as spaces for wheelchairs and baby signing, information and seating, pressing need to deliver a more reliable coverage of London.
buggies, improved lighting, and visual giving consideration to those with and convenient service for older and
and audible real-time information. Their visible and invisible disabilities. disabled Londoners who require door-
design, together with platform humps at to-door transport services such as TfL’s Proposal 56
some stations, will also make it easier for b) Providing step-free access at Dial-a-Ride and the Taxicard scheme The Mayor, through TfL and the
those in wheelchairs to board and alight. selected rail and Underground operated by London Councils. Services boroughs, will design Assisted
stations and on all new such as these, together with TfL’s travel Transport Services around the
New infrastructure will be designed infrastructure, to halve the mentoring service, are known collectively principles of safe and reliable
from the outset to be accessible and additional journey time required by as Assisted Transport Services (ATS). journeys, convenience, flexibility
inclusive, and new lines and extensions those using the step-free network and choice, integration and
will therefore open up significant new only, so that journey times on TfL has undertaken a review of the innovation, delivering the Roadmap
journey opportunities for disabled and the step-free network become provision of ATS and developed a by 2021, and continuing to provide
older people. Notably, the Elizabeth line comparable to those on the wider Roadmap 4 for London to have world- the service to those who need it.
and Crossrail 2 will transform the ease public transport network. leading service provision by 2021.
with which disabled and older people can The Roadmap identifies five design
access central London. c) Providing step-free access at principles: safe and reliable journeys; Figure 20 sets out the proposed
further national rail stations convenience; flexibility and choice; timetable for delivering accessibility
In addition to bus, rail and Tube in London. integration; and innovation. Actions in the improvements.
services, to ensure the whole journey Roadmap include: establishing a simpler
is accessible, improvements to the d) Improving the accessibility of taxi way to access ATS that will initially
accessibility of taxi ranks, river piers ranks, river piers and services, be hosted on the TfL website; better
and services, and VCS (and its and Victoria Coach Station (and informing Londoners of what services
potential replacement), should continue its potential replacement). are available to support them, their
to be made. family or friends; and piloting new ways
4 ‘Assisted Transport Services’, TfL Board Paper: Customer Service and Operational Performance Panel,
1 November 2017
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Supporting Service Upgrading Station Network
FIGURE 20: ACCESSIBILITY IMPLEMENTATION PLAN Key: programmes enhancements infrastructure upgrades extensions
NOW 2020 2025 2030 2035 2040
Enabling Accessible streets Embed accessibility and inclusivity in the planning Continue to deliver improvements to London’s streets, including safe and accessible walking routes, removing
spontaneous and and design of Liveable Neighbourhoods, Vision Zero obstacles, widening pavements, providing tactile paving and seating, making crossing easier and catering for
independent travel schemes and other Healthy Streets programmes cycles used by disabled people
Customer service and staff Improve accessible Continue to improve on-street and online navigation and journey planning tools
journey planning and
information provision
Implement fare freeze and Continue to ensure public transport fare levels are set to enable access to affordable travel for all Londoners
extend Hopper offering
Deliver staff training programmes
Safety and security Ensure that crime and the fear of crime remain low on London’s streets and transport system through designing secure environments and by providing dedicated
specialist and integrated policing for London’s transport system
Public transport Continue to deliver improvements that make public transport easier for all users, including embedding the principles of Inclusive Design at stations,
a review of ‘turn up and go’, and providing a more consistent level of service across all TfL operated services
Taxis Deliver accessible taxi ranks
Making bus services Customer service and staff Deliver bus driver training programmes
more accessible
and inclusive Bus infrastructure Deliver accessible bus stops
Deliver wheelchair accessible bus stops,
to achieve 95% in all boroughs
Deliver bus priority to improve reliability
Bus services Adjust bus service volumes to reflect changing patterns of demand
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Supporting Service Upgrading Station Network
FIGURE 20: ACCESSIBILITY IMPLEMENTATION PLAN (CONTINUED) Key: programmes enhancements infrastructure upgrades extensions
NOW 2020 2025 2030 2035 2040
Making Tube, rail National rail and Deliver step-free Deliver Access for All step-free upgrades at rail stations (5-10 stations every 5 years)
and other services London Overground upgrades at national rail
more accessible and London Overground
and inclusive stations (eg Blackhorse
Road, Brondesbury and
West Hampstead)
Deliver station capacity and improvement schemes on national rail network
Introduce new London
Overground rolling-stock
Tube stations Deliver 14 step-free Deliver approximately Deliver approximately Deliver approximately 15 step-free Tube stations Deliver additional
(step-free and capacity Tube stations 25 step-free Tube stations 15 step-free Tube stations step-free Tube stations
upgrades including step-free)
Deliver Tube station Deliver Tube station Deliver Tube station
capacity and improvement capacity and improvement capacity and
schemes (eg Tottenham schemes (eg Camden Town improvement schemes
Court Road) (eg Holborn)
Approximate number of 86 111 126 141
step-free Tube stations
(end of period)
Tube improvement Deliver Four-Line modernisation programme Deliver Deep Tube Deliver Deep Tube
programme upgrade – Piccadilly line upgrade – Bakerloo,
(new trains and reduced crowding) Central and Waterloo
& City lines
Deliver Tube upgrade programme – Jubilee, Northern and Victoria lines
DLR & tram Deliver DLR and tram upgrades to increase capacity and improve reliability
River & coach Improve accessibility at river piers and Victoria Coach Station (and its potential replacement)
New infrastructure Deliver Northern line Deliver Elizabeth line extension east of Abbey Wood
(new step-free and improved extension (including (step-free access in outer south east London)
connectivity by accessible
public transport) 2 step-free stations)
Deliver Bakerloo line Deliver Bakerloo line extension beyond Lewisham
Deliver Elizabeth line extension to Lewisham (step-free access in south east London)
(including 41 (step-free access in inner
step-free stations) south east London) Deliver Crossrail 2
(step-free access to and
through central London
from north and south
west London)
Assisted Transport Deliver Assisted Transport Continue to provide a single integrated Assisted Transport Service to those who need it
Services review Services roadmap
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FIGURE 21: DIFFERENCE IN JOURNEY TIMES USING THE STEP-FREE AND FULL NETWORK,
2015 AND 2041
c) Shaping and growing the The role of the bus in reducing
2015 bus network car dependency
The bus network has been carefully
Buses play a unique role in the life of developed over the past decades to
London – they are the most accessible accommodate changing travel demands.
form of public transport, and they The transport network and passenger
provide the widest and densest network expectations are ever changing and
of travel options for distances that are further service development is required
too long to walk or cycle. Good bus to adapt to these recent changes.
services are fundamental to achieving
Difference in journey time less reliance on the car, making efficient The beauty of the bus network is that
Higher use of street space and supporting it is flexible – routes are relatively easy
London’s sustainable growth. to add and remove compared to Tube
and rail lines, so they can be much more
In parts of inner and outer London, making responsive to changes in demand than
0 5 miles the bus a more attractive option than the other forms of public transport. This means
Lower
car will require significant enhancements that buses can be important in supporting
0 5 km
to bus services. Trip times must be regeneration and social integration –
Differences are indicative only
comparable to car journey times and good where there may not be the justification
quality bus stations, bus stops and other for investing in expensive, permanent
facilities are vital. Alongside this, better rail infrastructure, new bus routes can be
2041 customer communication and branding planned to connect new communities and
are needed to make the bus network both support housing and jobs growth.
easier to understand and more appealing
to existing and future customers. This flexibility also makes buses the
perfect means of providing convenient
public transport options in areas of
Policy 15 London that are changing. As the Healthy
The Mayor, through TfL and the Streets Approach is applied to realise
Difference in journey time boroughs, and working with the benefits of more walking, cycling
Higher stakeholders, will transform the and public transport use across the city,
quality of bus services so that they the character of many parts of London
offer faster, more reliable, accessible, will change over time. Using buses to
comfortable and convenient travel support these changes will allow public
by public transport, while being transport links to be added where they
0 5 miles integrated with, and complementing, are needed now, and potentially reviewed
Lower
0 5 km the rail and Tube networks. as cycling and walking become more
Differences are indicative only common options in the future.
VERSION FOR PUBLICATIONA GOOD PUBLIC TRANSPORT EXPERIENCE 157
The Healthy Streets Approach will Re-shaping the bus network
support buses by reasserting the The current strategy for bus network
priority of walking, cycling and public development is to redistribute resources
transport over car use, and taking an to reflect changing patterns of demand.
integrated approach to planning these There has been, and will continue to
complementary modes. It is therefore be, a fall in demand for buses in central
important at this pivotal moment in the London as passengers transfer to
future of London’s transport system that the new and upgraded rail network
a strategic view of how the bus network (e.g. Elizabeth line) and to cycling and
operates is taken. walking. Demand for buses is expected
to increase in outer London, where the
It is essential that TfL’s bus services potential for mode shift to buses and
match demand from Londoners and for housing growth is greatest. TfL will
visitors, and attract new users by being therefore re-shape the bus network to
seen as a viable alternative to the car, increase its focus on outer London. This
if they are to fulfil their potential for will help improve bus services in outer
supporting London’s transport future. It London – right now, and continuing in the
will be important to make the most of the medium and longer term.
flexibility of the bus network to reduce
and remove existing services where Bus services will be focused on streets
they are no longer required in central where high-quality bus priority can
and inner London, and use this freed- be provided, ensuring reliable and
up capacity to provide new or improved quick services (see Figure 22). In
services in outer London. This may be central London, bus services could be
in existing neighbourhoods that are concentrated on streets where they
poorly served, locations of significant can be given the high priority required
new housing growth where demand is and thereby significantly increase
expected to increase, or in locations reliability. Concentrating services on to
where buses can feed new or enhanced fewer routes with higher frequencies
rail services, such as the Elizabeth line. on these streets would reduce waiting
TfL will listen to borough views when times for most passengers and offer a
making these changes. This will have an simpler network for all bus passengers.
important part to play in achieving the This would create a genuine network of
strategy’s aim of reducing the damaging high-frequency, reliable bus services
effects of car dependency, particularly in across central London, using the Healthy
outer London. Streets Approach to design in benefits
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for people walking, cycling and using This strategic approach is supported Across London, reasonable and reliable Protecting buses from congestion will
public transport. by focused reviews of services, such bus journey times are essential to require a bus priority programme that
as a recently completed study of bus the attractiveness of bus services to uses investment in specific, high-quality
In outer London, new or enhanced bus routes serving hospitals. This research existing and potential customers. TfL street changes that will protect bus
services will be introduced to reduce concluded that, while most hospitals will make sure bus routes are adequately journey times and improve reliability.
car dependency and support growth, have a good bus service, changes in resourced, contracts are incentivised to
particularly around Elizabeth line stations NHS service provision mean that some ensure reliable journeys, and supporting Bus priority programme
and in areas where housing growth is bus services could need to be adjusted. infrastructure (e.g. bus priority, stops and TfL will start by making the best use
expected, including Barking Riverside, A specific set of proposals 5 has been stands) is protected and enhanced. of existing bus priority by reviewing
Croydon, Royal Docks, Colindale and the developed by TfL, which will require the hours of operation and reducing
Lee Valley. additional funding and infrastructure However, the greatest threat to journey interference from general traffic. The
such as bus stands. times and reliability is from road Mayor will review whether lanes that
As outer London becomes more congestion caused by cars and other do not currently operate in off-peak
densely populated, new types of traffic as well as by the increasing hours, late evening or on Saturdays and
service could allow buses to play an Proposal 57 volume of utilities road works. Buses Sundays, should be extended to operate
increasing role in allowing longer trips The Mayor, through TfL, will adjust therefore need to be given greater at these times or on these days. This can
to be carried out without people having bus service volumes, and consider priority on London’s streets. be delivered quickly and at low cost.
to rely on cars. These could include new types of bus service, to
‘express’ services, running on the same support measures to reduce car use Further bus priority will be essential to
corridors as ‘local’ routes, but with in conjunction with improvements Proposal 58 give Londoners a good public transport
fewer stops so longer journeys can to rail services and walking and The Mayor, through TfL and working experience. This will be planned in
be conducted more quickly. To allow cycling environments. with the boroughs, will protect a new, holistic way with other road
both express and local services to buses from congestion by: users: for example, opportunities for
run smoothly, at high frequency, this further improvements for cycling will be
approach works best where bus demand Improving bus journey times a) Putting people walking, cycling integrated into the scheme design. This
is high, and where buses can be given and reliability and using public transport at the will achieve the best result for public
high priority and allowed to flow freely. Taking the Healthy Streets Approach heart of street network design, transport, walking, cycling and essential
In places where this is possible, express in inner and outer London will require with the needs of bus passengers freight, as well as improving the public
routes could help to provide orbital a significant uplift in the number of considered alongside those of realm and reducing emissions.
connectivity around outer London, journeys made by bus instead of car. people walking and cycling at the
something that was previously only earliest stages of scheme design. Central London is where there is the
thought achievable through rail provision. greatest opportunity to improve bus
b) Prioritising buses alongside journey times and reliability through the
walking and cycling provision deployment of bus priority measures.
in day-to-day management of These will include 24-hour bus lanes
disruption on the street network. and bus- and cycle-only corridors, all
5 ‘Review of Bus Services to London’s Hospitals’, TfL Board Paper: Customer Service and Operational of which will help to make bus services
Performance Panel, 13 July 2017
VERSION FOR PUBLICATIONA GOOD PUBLIC TRANSPORT EXPERIENCE 161
in central London simple to use as well must also work well for the communities The provision of reliable bus services Demand-responsive services
as improving air quality and future- and town centres they pass through. also requires infrastructure to support New types of bus service, such as
proofing the bus network from further Measures to improve bus reliability on their operation, including suitably located services that operate flexibly in response
congestion impacts. these routes will include revised bus bus stands and facilities for drivers. to levels and location of demand, are
lane hours, traffic signal priority, policing being developed across the world
Many of the main radial roads in inner and enforcement, behaviour change Improved bus services and bus priority as different business models and
London are key bus routes to central initiatives and priority measures. To are also essential in supporting the technologies evolve. If designed well,
London. They carry large numbers of improve air quality, low emission buses provision of new homes and jobs. This is these could complement walking, cycling
people and it is essential they continue will be deployed along these routes. addressed in Chapter five. and traditional public transport use in
to do this reliably. But these bus routes London to support the shift away from
All of the above can only be successful car dependency. However, services
if the public has an ongoing opportunity that operate with the wrong vehicles or
to shape and comment on TfL’s plans. in the wrong places could discourage
Proposal 59 Accordingly, targeted consultation will walking, cycling and public transport
The Mayor, through TfL and the bus lane hours and to fill the gaps be carried out on all service changes, use, potentially threatening the viability
boroughs, will seek to improve bus in bus priority on the busiest and TfL will work with boroughs to of existing bus services, which many
journey times and reliability by: bus routes. These bus lanes discuss aspirations for bus priority people rely on. The proposed approach
represent a valuable transport and local bus networks. This work will to demand-responsive services and
a) Developing a core network of asset and they must be utilised continue to benefit from the expertise other new transport models is set out in
reliable bus services in central when bus passengers and people of bus operators, who have an essential Chapter six.
London, through the provision of cycling need them most. role to play in the delivery of a high-
bus priority corridors. quality network.
d) Improving conditions for buses
b) Delivering bus priority to support serving inner and outer London
the low emission buses being town centres and providing
rolled out in the 12 Low Emission orbital links.
Bus Zones. Improvements will
include signal schemes and e) Delivering bus priority in areas
reviewing bus lane hours. of growth to support frequency
increases, for example to new
c) Delivering bus priority on the developments, and for bus
busiest passenger links, including services providing links to
working with the boroughs to new rail services, such as the
undertake a data-led review of all Elizabeth line.
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FIGURE 22: SHAPING AND GROWING THE BUS NETWORK
E nfi eld
Barnet
Edgw a re
Wood
G reen Walthamstow
Romford
Ilford
Ha r row Upminster
U x br i dge
Old Oak Stratford Dagenham
Common
S outh a ll Ea lin g
Ch is w ick
Central Activities Zone
Woolwich
Bus priority/transit in growth areas and town centres
R ich mon d
H e a t h row E ltham
Low Emission Bus Zones
Hounslow
Clapham Lewisham
Busiest bus links
Junction Bexley
Proposed Silvertown Tunnel (potential new bus routes)
Wimble don Tram network
Kin gs ton
Road
Croydon Bromley
Strategic interchange
Current and potential express corridors
Existing express and limited stop services
Potential orbital express and limited stop corridors
S utton
Potential radial express and limited stop corridors
Central London
Oxford Street transformation
0 5 miles
Bus priority in central London
0 5 km
VERSION FOR PUBLICATIONA GOOD PUBLIC TRANSPORT EXPERIENCE 165
d) Improving rail services and railways focused on central London FIGURE 23: PUBLIC TRANSPORT TRAVEL TIME TO THE CENTRAL ACTIVITIES ZONE, 2015
tackling crowding enables the strong concentration of
employment located there.
The importance of rail and Tube
London is more dependent on rail Figure 23 shows that residents of
than any other city in the UK: 70 per most of London can reach the Central
cent of all rail travel (including Tube Activities Zone (CAZ) in under an hour,
journeys) in the UK is to, from or within with most inner London residents able to
London. London’s success is bound up reach the centre in less than 45 minutes.
with the future of its rail services.
The Mayor will continue to improve the Tube and rail services are of essential
Tube, London Overground, DLR and importance to the functioning of the city,
tram services. It is vitally important that but too often the experience of using
Network Rail and the train operating them is not good enough. Crowding
companies (TOCs) better serve London’s is a real problem on most routes into
needs, and that the Mayor has greater central London on a daily basis: people
input and influence over the planning struggle to get on board trains and
and delivery of their services. experience uncomfortable journeys.
It is also a significant barrier to using Central Activities Zone
Rail transport is critical to securing public transport for certain users such as Travel time
London’s economic growth and future disabled people and those travelling with
less than 30 minutes
prosperity. The rail-based transport young children.
30 to 45 minutes
network has enabled central London
to develop by facilitating access to 0 5 miles 45 to 60 minutes
a wide labour pool from well beyond Policy 16 more than 60 minutes
0 5 km
London’s boundaries, assisting business The Mayor, through TfL and the
connections and allowing supply chain boroughs, and working with
linkages. Rail-based modes of travel stakeholders, will seek to transform
make up 80 per cent of the 1.3 million London’s rail-based services to
trips to central London in an average provide safer, modern, reliable,
weekday morning peak period. The integrated, accessible and user-
network of national rail and TfL lines friendly services, with improved
needed to concentrate and then journey times and an increase in
disperse such a volume of people is capacity of at least 80 per cent
vast, and the ‘hyper-connectivity’ and by 2041 to tackle crowding and
capacity of the existing network of facilitate mode shift to rail.
VERSION FOR PUBLICATIONA GOOD PUBLIC TRANSPORT EXPERIENCE 167
Growth and crowding on radial services crowded parts of the network. This might A sufficient increase in capacity can only the network. Rail capacity improvements
to central London mean walking or cycling in the morning be achieved through building new lines, to central London are shown in Figure 25.
Crowding currently exceeds four people peak, for example, rather than making a in particular Crossrail 2, and getting the All the improvements contained in this
standing per square metre on six out short journey on a crowded Tube service. most out of the existing network (see strategy and set out in this chapter and
of ten Tube lines coming into central The provision of information both Figure 24). The strategy will increase Chapter five are needed to achieve this
London. Crowding is also severe on before and during the journey should capacity on all routes to enable growth capacity increase.
some national rail lines, such as those be improved, making the most of new and relieve the most crowded sections of
coming into Waterloo. At 60 per cent technological opportunities as they arise,
of stations within Zone 1, Tube trains to enable Londoners to make best use of
depart with crowding in excess of four their available travel options. FIGURE 24: PROPOSED RAIL AND TUBE CAPACITY INCREASES, 2015-2041,
people standing per square metre. This is MORNING PEAK HOUR
particularly challenging at Tube stations
serving national rail termini, with more Proposal 60
than 75 per cent of stations affected. The Mayor, through TfL, will seek to
This can make it difficult to board trains consistently deliver real-time data, Crossrail 2
in some cases, and delays journeys. information and visualisations for
Elizabeth line
the Tube, rail, buses and streets High
Employment growth will exacerbate via multiple customer channels. Speed 2
this, generating an increase in travel by TfL will develop real-time tools for
all rail modes of more than 50 per cent operational staff to improve the
by 2041. A step-change in capacity will communication of overcrowding Elizabeth line
be needed to address both of these and congestion information
challenges. If just the current investment to customers.
programme (which excludes Crossrail Elizabeth line
2) were followed, crowding on the Tube
Bakerloo line
and rail networks would increase to well Most people travelling on crowded parts Crossrail 2 extension
in excess of tolerable levels on some of the public transport system, however,
services in the morning peak by 2041, have limited ability to alter their travel
as shown by Figure 33. patterns. The provision of significant
additional public transport capacity is Thameslink Capacity increase in
The first step in tackling crowding is to therefore essential to tackle crowding, to upgrade dominant AM peak
direction (people)
inform the public of the best modes, enable mode shift and to provide for the
more than 50,000
routes and times for their journey so that expected growth in London’s population.
0 5 miles 10,000 to 50,000
they can, when possible, avoid the most
0 5 km less than 10,000
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A GOOD PUBLIC TRANSPORT EXPERIENCE 169
FOCUS ON: CROSSRAIL 2
FIGURE
RAIL 25: PROPOSED
CAPACITY RAIL CAPACITY
IMPROVEMENTS IMPROVEMENTS
TO CENTRAL TO CENTRAL
LONDON, MORNING LONDON,
PEAK, 2015 TO 2041, With London’s population and homes – more than 30 per cent of them
WITH THE STRATEGY
MORNING PEAK, 2015-41 employment growing, its transport outside London.
100 infrastructure needs major improvements
if it is to remain a successful city that can More than that, Crossrail 2 is an
support the UK economy and provide a infrastructure scheme of national
good quality of life for all its residents. importance. It will be at the heart of
90
the UK’s post-Brexit economy, one of a
London is the world’s pre-eminent series of key regional projects to boost
international financial and business Britain’s competitiveness. Prioritising
80 centre and the most productive these schemes is not a zero-sum game:
economic region in the UK. Home to just a series of infrastructure investments
over 13 per cent of the UK’s population, for growth is needed in every region, and
70 it generates around 23 per cent of GVA each new project will support growth
and more than 25 per cent of national across the whole country. This will send
tax revenues. Through its trade and a clear message that Britain is open for
Capacity increase into central London (%)
60 transport links, it also serves as an business and ready to compete.
international gateway to the whole of
the UK, with the entire nation benefiting Crossrail 2 involves connecting
from trade and investment generated existing national rail lines in Surrey and
50
in London. Despite current successes, Hertfordshire with two new 37km tunnels
however, the city’s future international from Wimbledon to Tottenham Hale and
competitiveness is threatened by New Southgate (see Figure 26). This main
40 significant transport challenges and a section will carry up to 30 trains an hour
severe housing shortage. in each direction, increasing London’s
overall rail capacity by 10 per cent.
30 Crossrail 2 is a major new rail project
that must be at the heart of London’s Combined with improved connectivity
response to these challenges. It will – the new line will connect with eight
20
benefit businesses, residents and Underground lines, the London
commuters across London, the Wider Overground, the Elizabeth line, High Speed
South East and the whole nation. It Two (HS2) and national and international
will enable London’s highly productive rail services – this extra capacity will
10
economy to continue to grow by helping allow Crossrail 2 to cut journey times to
270,000 more people get into the centre destinations across London. For example,
in the morning peak. It will thereby a journey from Clapham Junction to
0 Elizabeth Thameslink HS2 Tube Metroisation Overground DLR Bakerloo line Elizabeth line Crossrail 2
support 200,000 new jobs, as well as Tottenham Court Road will be reduced by
line upgrade upgrades and other rail upgrades
upgrades
upgrades extension frequency
enhancement unlocking 200,000 additional new around 15 minutes.
Funded schemes Partially funded schemes New funding required
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