West Midlands Bus Passenger Charter Commitments

A summary of our West Midlands Bus Passenger Charter commitments September 2024 -February 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 - 78% - Down from 82% - 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 - 80% - Down from 86% - Surveys carried out at a small 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 - 94% - Up from 83%
• At stop timetable information updated no later than 7 days after service changes - 77% - Up from 65%
• Buses fitted with Next Stop Audio/Visual announcements - 48% - Up from 43%
• Complaints replied to within 10 working days - 93% - Down from 95%

  Keeping Passengers and colleagues safe:

• No of crimes per 100,000 passenger journeys
• Bus - 1.70 – Down from 1.77
• Rail – 4.60 – Up from 3.35
• Metro - 1.70 – Up from 1.39
• No of Transport Safety Officer patrol hours 6,375 – Up from 5,989
• Duty time on network – 86%
• No of Transport Safety Officer’s Engagements – 78,258 – Up from 62,514
• No of Transport Safety Officer’s Incidents dealt with – 5,426 – Up from 5,237

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