London Underground should improve its passengers communications and simplify the compensation system for delayed journeys according to passenger watchdog London TravelWatch.
In a submission to the London Assembly’s investigation into the state of the Tube, TravelWatch says passenger feedback reveals frustration that compensation payments cannot be returned to Oyster or credit/debit cards.
The body says passengers are also unhappy about delays and station closures resulting from the Tube upgrade programme.
Sharon Grant, Chair, London TravelWatch says: “From our conversations and correspondence with passengers, it is clear that the three main concerns on the Underground are the performance of the network during the commuting week, weekend and evening closures and communication on trains and at stations.”
The Assembly’s transport committee have held two public meetings as part of their investigation into the Tube’s performance and the outcomes of TFL’s investment in the network.
Assembly Members have promised “a line-by-line look” at Transport for London’s performance compared to the promises made to Londoners when the Tube upgrade programme began eight years ago.