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West Midlands Bus Passenger Charter Commitments

A summary of our West Midlands Bus Passenger Charter commitments March - August 2025

  • Overall Passenger Satisfaction – 79% - Up from 76% - Transport Focus “Your Bus Journey” independent bus user survey for 2024. https://www.transportfocus.org.uk/publication/your-bus-journey-the-independent-bus-user-survey-2024-results/
  • Bus Service Punctuality - 83% - up from 73% - Monday to Friday, 7am to 11am and 3pm to 6:30pm. Registered local services operating between 1 minute early and 5 minutes late at origin and intermediate timing points.
  • Availability of Real Time Information - 85% - Up from 80% - Surveys carried out at a sample of stops to record the percentage of services where a real time prediction was observed on the TfWM App, electronic screen or both.
  • Buses cleaned prior to entering service each day - 99% - No change
  • New bus timetables available on TfWM website in advance of changes - 81% - Down from 94%
  • At stop timetable information updated no later than 7 days after service changes - 73% - Down from 77%
  • Buses fitted with Next Stop Audio/Visual announcements - 55% - Up from 48%
  • Complaints replied to within 10 working days - 95% - Up from 93%

  Keeping Passengers and colleagues safe:

  • No of crimes per 100,000 passenger journeys
  • Bus - 1.70 – No change
  • Rail – 4.70 – Up from 4.60
  • Metro - 1.70 – No change
  • No of Transport Safety Officer patrol hours 5,777 – Down from 6,375
  • Duty time on network – 84% - Down from 86%
  • No of Transport Safety Officer’s Engagements – 70,281 – Down from 78,258
  • No of Transport Safety Officer’s Incidents dealt with – 4,816 – Down from 5,426

Data for this period provided by Transport for West Midlands, Arriva, Diamond Bus, Kev’s Cars and Coaches, Landflight, National Express Coventry, National Express West Midlands, Stagecoach Midlands and Walsall Community Transport.

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