In the 2023/24 financial year, Transport for London (TfL) received the highest number of complaints about its Dial-a-Ride service, at 67 complaints per 10,000 journeys. TfL stated that the high number of complaints associated with the service is largely due to the individualized nature of the service and is not directly comparable with its mass transport services. The London Underground received 0.96 complaints per 10,000 journeys.
Passenger complaints received by Transport for London in the United Kingdom in 2023/24, by service
(in complaints per 10,000 journeys)
*The source mentions that the high number of complaints associated with Dial-a-Ride is due to the service being highly individualized as compared to mass transport services.
**Complaint data for taxi and private hire services is collected separately and is not directly comparable.
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Transport for London. (July 5, 2024). Passenger complaints received by Transport for London in the United Kingdom in 2023/24, by service (in complaints per 10,000 journeys) [Graph]. In Statista. Retrieved December 22, 2024, from https://www.statista.com/statistics/1413179/transport-for-london-customer-complaints-by-service/
Transport for London. "Passenger complaints received by Transport for London in the United Kingdom in 2023/24, by service (in complaints per 10,000 journeys) ." Chart. July 5, 2024. Statista. Accessed December 22, 2024. https://www.statista.com/statistics/1413179/transport-for-london-customer-complaints-by-service/
Transport for London. (2024). Passenger complaints received by Transport for London in the United Kingdom in 2023/24, by service (in complaints per 10,000 journeys) . Statista. Statista Inc.. Accessed: December 22, 2024. https://www.statista.com/statistics/1413179/transport-for-london-customer-complaints-by-service/
Transport for London. "Passenger Complaints Received by Transport for London in The United Kingdom in 2023/24, by Service (in Complaints per 10,000 Journeys) ." Statista, Statista Inc., 5 Jul 2024, https://www.statista.com/statistics/1413179/transport-for-london-customer-complaints-by-service/
Transport for London, Passenger complaints received by Transport for London in the United Kingdom in 2023/24, by service (in complaints per 10,000 journeys) Statista, https://www.statista.com/statistics/1413179/transport-for-london-customer-complaints-by-service/ (last visited December 22, 2024)
Passenger complaints received by Transport for London in the United Kingdom in 2023/24, by service (in complaints per 10,000 journeys) [Graph], Transport for London, July 5, 2024. [Online]. Available: https://www.statista.com/statistics/1413179/transport-for-london-customer-complaints-by-service/
