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West Midlands Bus Passenger Charter Commitments

A summary of our West Midlands Bus Passenger Charter commitments September 2025 - February 2026

  • Overall Passenger Satisfaction – 81% - Up from 79% - Transport Focus “Your Bus Journey” independent bus user survey for 2025
  • Bus Service Punctuality - 70% - Down from 83% - Monday to Friday, 7am to 11am and 3pm to 6pm. Registered local services operating between 1 minute early and 5 minutes late at origin and intermediate timing points.
  • Availability of Real Time Information - 84% - Down from 85% - 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.
  • On Bus Cleanliness Audit Score – 59% - Total percentage of buses noted as clean and litter free during audits carried out on a sample of bus operators services during 2025
  • Buses cleaned prior to entering service each day - 99% - No change
  • New bus timetables available on TfWM website in advance of changes - 87% - Up from 81%
  • At stop timetable information updated no later than 7 days after service changes - 67% - Down from 73%
  • Buses fitted with Next Stop Audio/Visual announcements - 68% - Up from 55%
  • Complaints replied to within 10 working days - 97% - Up from 95%

Keeping Passengers and colleagues safe:

  • No of crimes per 100,000 passenger journeys
  • Bus - 1.70 – No change
  • Rail – 4.50 – Down from 4.70
  • Metro - 1.30 – Down from 1.70
  • No of Transport Safety Officer patrol hours 8,342 – Up from 5,777
  • Duty time on network – 85% - Up from 84%
  • No of Transport Safety Officer’s Engagements – 94,337 – Up from 70,281
  • No of Transport Safety Officer’s Incidents dealt with – 4,086 – Down from 4,816

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

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