First published in November 2014. Last update (62) December 31st  2018

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This website was initially published to draw attention to the possible safety implications for pedestrian and bus passengers once construction of the section of the Cycle Superhighway 2 (CS2), which was planned to run between Aldgate and Bow Roundabout, was completed.

It soon became clear that there were fairly widespread concerns about the planning and management of cycle lane projects by Transport for London (TfL) all over the capital and, during the period the Aldgate to Bow section of the CS2 was being built, it seemed TfL was little interested in providing a reasonable response when issues were raised by the public. Consequently, the focus of the website moved beyond the construction of CS2 to a wider overview of how TfL deals with bus passengers both on the roads on which the CS2 runs and in the area more broadly.

It is a common misconception that the red buses in London are directly run by Transport for London. Despite the uniform colour of the livery each route is sub-contacted to one of  a number of private bus companies. However, TfL, through London Buses, retains a number of responsibilities and Wikipedia lists, amongst others, the following;

monitoring service quality

management of bus stations and bus stops

providing information for passengers in the form of timetables and maps at bus stops and online, and an online route planning service

producing leaflet maps, available from Travel Information Centres, libraries etc., and as online downloads

In each of these four areas it is reasonable to say that on bus routes which, at some point, serve Bow, TfL is continuing to fall short.

Click in the boxes to the right for the yearly archives or read on below to see what has been happening this year.

 

Archives

2014

2015

2016

2017

Update 38  (January 22nd  2018)

To the left is a photo of the new TfL building, which is a short distance from Stratford City Bus Station. It might have been hoped that the opening of the building would have been marked by the opening of the Information and assistance booth at the bus station too. However, nothing has changed there yet.

An update posted over 11 weeks ago (see Update 36 in the 2017 archive) pointed out the spider map by the side of the booth had been removed. As mentioned at the time it is doubtful if it would have taken more than five minutes to write out and put up a notice to alert a passenger looking for information that an up-to-date map was available at bus stop X, just across the way but there is still no sign of a new map or a helpful note.

It would seem responsibility for keeping maps up to date may have been outsourced. But insourced or outsourced it would appear passengers can expect the same level of service.

A new barrier has been erected to prevent people crossing the roads and central reservation between the bus station and stop X. It is not clear if this is permanent but if it is it should certainly help prevent accidents. Let’s hope that the provision of correct information on the days on which events necessitate the re-routing of the 339 to bus stop W is provided by TfL at bus stop X. This information will need to be precise about the time in which re-routing will begin and end.

No audio warnings on the 205.

A recent check on the D8, 276, 25, 254, 425, 488, 399, 108 and 205 showed that, with the exception of the 205, audio warnings were played when passengers wanted to alight at most bus stop islands. The message urged caution when crossing the cycle track running between the island and the footway. It is clear, surely, that if crossing the cycle track warranted a warning to passengers on the D8, 276, 25, 254, 425, 488 and 399 then one was warranted for passengers on a 205 too. However, passengers on the 205 either going from Aldgate to Bow or Bow to Aldgate are not currently warned to take care when approaching a bus stop island, only the name of the stop is broadcast. The attention of TfL Customer Services was drawn to this two months ago.

Update 39  (April 7th  2018)

Audio warnings now given on the 205.

Given the observations made in the last update it is pleasing to note that, on the 205 route, audio warnings are now broadcast when a bus approaches a bus stop island. Such warnings may play an important part in alerting alighting passengers of a hazard if a cyclist is approaching the island when the bus stops. It is clearly important that TfL monitors this kind of provision on all routes.

No spider map at Stratford City Bus Station and continuing problems at Bow Road.

Compare the two photographs to the left. The top one was taken in mid-October 2017 the other in the first week of April 2018. As you may see nothing changed between the time the two photographs were made (what might appear to be a red poster on the top one is just a reflection). It is now over 20 weeks (see Update 36 in the 2017 archive) since it was pointed out that the spider map by the side of the booth had been removed.

Who knows how long it will be until the contractor gets round to replacing the spider map but if and when this happens it is to be hoped the replacement is up-to-date. If not passengers might be back on a wild goose chase crossing the bridge to Stratford Bus Station looking for the 108. Wild geese may still fly from Bow Road Tube Station, of course, for TfL still seems incapable of ensuring the two spider maps displayed on the concourse are both up-to-date. One shows the old routes of the D8 and 108, the other as they are currently. Bad luck for a customer who consults the wrong one.

Update 40  (May 26th  2018)

Good news and bad from Stratford City Bus Station.

On the mornings of Monday 7th, 14th and 21st May there was no spider map in the case by the yet-to-be opened Information and assistance booth, the digital post was blank and no member of TfL was on hand to help. However, the good news is that this week, after about seven months since the last one was taken down, an up-to-date spider map has been placed by the booth. The information on the map was correct as at February 2018. Hopefully, this will help passengers find the bus they want even if they do not know what time it will leave.

Less good was the situation yesterday evening at bus stop X. An event at the Olympic Stadium meant diversions were in place for route 339. A small notice on the bus stop post indicates that in the case of an event the Shadwell bound 339 will pick up from bus stop W. However, it is easy to miss this sign and, given that TfL becomes increasingly dependant on technology, it would seem reasonable to expect that the digital sign by the yet-to-be opened Information and assistance booth would give an accurate indication as to which stop the bus would be going from. But as, regrettably, might be expected, it indicated that 339s going on the Shadwell route would be going from bus stop X and at least one passenger was mislead by this and actually went to wait at X. Incidentally, the TfL Journey Planner also said the Shadwell bound 339 would be going from X.

Other people who might be seen waiting in vain at bus stop X between Monday and Friday are those who want to catch the Here East shuttle. I do not think this is operated by TfL, but the sign on the stop says it will go from there. A notice has been placed on the bus shelter to say it is now picking up from W, but, once again, it is easy to miss, particularly if there is a crowd waiting for the 339 and 108. Regulars will know, of course, about the change but those new to the service might be left as puzzled (as many passengers have been) to see the shuttle turn into the bus station and then whiz past X without stopping when it comes out again.

Update 41  (May 30th  2018)

Many organisations place a Customer Services buffer between the customer and those whose responsibility it is to actually manage and monitor the services that the organisation is paid to provide. TfL is one and, typically, has a stock set of copy and paste responses to letter or e-mail enquiries or complaints. One of these is the sentence;

If you are waiting at a stop, and need check on your service you can always give our travel information line a call on 0343 222 1234.

One might expect that such a line would give access to someone on a team who had accurate information and who, if it was pointed out that customers were being misdirected, would be able to do something about it.

Yesterday morning a diversion was in place at Stratford City Bus Station because of road works. These appear to have been planned well in advance as printed notices with yesterday’s date were displayed at the station to direct bus drivers where to go. A notice was placed on the post of bus stop X too indicating that the 339 would not stop there so long as the road works continued. Obviously plans had been made to instruct passengers who found themselves at bus stop X but, regrettably, the digital board by the booth and the TfL Journey Planner were both, once again, indicating that the 339 would actually stop at X. This meant that any customer who followed these instructions may well have missed their bus or got an extra drenching in a thunderstorm as they rushed from the digital board to X and then back over the road to W.

A call was made to the travel information line at about 1 pm and the misdirection reported. No change was made to either the digital board or the TfL Journey Planner for the rest of the day. No change this morning either. A bit of a waste of time calling the travel line really.

Update 42  (June 12th  2018)

More news from Stratford City Bus Station - two wrongs don’t make a right - and neither do three.

On June 4th, following a call to the travel information line on 0343 222 1234 on Tuesday, May 29th (see Update 41) about the misdirection of customers to bus stop X, an e-mail was received from TfL. This said the digital team had been contacted and they would update details on the digital information board. They would also look into updating the website as soon as possible.

TfL is very keen on passing information to teams but, as expected, nothing happened. This morning TfL was publishing the following information about services at bus stop X.

The digital board (by the permanently closed Information and assistance booth),

339 will arrive at bus stop X

The TfL Journey Planner,

339 going towards Shadwell – boarding at bus stop X

TfL text service,

Some customers keep the number and the return message number of a particular bus stop on their phones so they may check the time of the arrival of the bus they want to catch. Someone shopping at Westfield might, for example, want to catch the 339 going towards Shadwell and text TfL to find out when it will arrive. Texting the number for bus stop X elicited a response which thanked them for using the service and told them when the next 339 would arrive at stop X – except, of course, none would call at stop X.

It could be argued that it is better that information which TfL provides to be uniformly wrong because at least customers who arrive at stop X will be able to read a notice that will direct them to the actual departure point of stop W. This would seem to indicate that TfL management is incapable of co-ordinating the Journey Planner, digital board and text service and, perhaps, indifferent to the lost time and frustration which misdirected customers may feel.

Other people who might currently be seen arriving at bus stop X but who will not even have the benefit of directions to an actual pick up or departure point are those wanting to catch the Here East shuttle (see update 40). Unfortunately, the sign posted on the bus shelter has disappeared but the shuttle still departs from stop W. Also a new information box has been added to the stop sign (see photo to the left) to say it is now a point where passengers from National Express coaches may alight.  The London bound coach actually stops at what is designated stop 21 so anyone waiting to meet someone from a National Express coach may be confused. Fortunately, 21 is on the same side of the road as X and almost opposite bus stop W. It has no sign to say what number it is, however.

Update 43  (June 28th  2018)

Shortly after the diversions referred to in update 42 were ended a new diversion was put in place. The notice currently posted on the shelter at stop X (and also on the bus stop post) shows what this is and how long it will last.

As of this morning the digital board is directing passengers who want to go in the direction of Shadwell on the 339 to X. The TfL Journey Planner will direct them to the same stop and the TfL text message service also indicates the next Shadwell bound 339 will go from that stop too. It will, of course, go from W, so passengers who make their sweltering way to X (27 degrees Celsius forecast for this afternoon) will have to retrace their steps and find W in the bus station.

No point in contacting TfL customer services on 0343 222 1234 or in any other way either because TfL is, apparently, either unwilling or incapable of co-ordinating the information provided on its posters with those delivered via electronic publication. A call would no doubt elicit a sympathetic response and maybe even a follow up e-mail which would say the information had been passed on to a team for further action but on past experience nothing would actually be done.

Feedback to TfL

TfL purports to be keen to have feedback on the way customer services has handled a complaint. Perhaps senior management could do with taking a little more care in the way the process is monitored. Two e-mails, which were sent in response to two complaints made about the situation at Stratford City Bus Station, asked for a questionnaire to be filled in. According to TfL Your feedback is important to us.  Unfortunately, it was not possible to use the questionnaire as it was clearly meant for complaints made by telephone. It is impossible to know whether a person who received an e-mail was polite, friendly, helpful or knowledgeable but grading these qualities were ‘required fields’ and progress couldn’t be made unless an assessment was made.

Update 44  (July 2nd 2018)

More confusion at Stratford City Bus Station – TfL at fault again.

This morning, as is more usual than not on a Monday, the digital post outside the never open Information and assistance booth was blank. However the TfL text service and the Journey Planner was directing passengers looking to catch the Shadwell bound 339 to bus stop X. As you may see from the photo by Update 43 once they reached there they would be directed to bus stop W. The poster on the bus shelter had been removed, but the identical one on the post remained. Note that TfL states that the diversion will operate from June 24th to July 14th. Therefore, passengers were going to W to catch the Shadwell bound 339. However, those that did were dismayed to see that, despite the notice on the bus stop X post the 339 did not turn into the bus station but went on to stop X!

A complaint was made by telephone about this situation. Let’s see how long it takes to remedy it. In the meantime, despite the notice on X that the Shadwell bound 339 will go from W, it will, of course, go from X and consequently passengers who make their sweltering way to W (the heatwave is continuing) will have to retrace their steps to X. No sprinting with shopping and a couple of children in tow so passengers in that situation will probably have to wait for the next bus.

Update 45  (July 3rd 2018)

Too much trouble for TfL Bus Operations?

This advice is given on the TfL Journey Planner.

It's important to plan your journey in advance and check before you travel, in case of any disruptions to your route.

If you read Update 44 above you will see what the current issue at bus stop X at Stratford City Bus Station is. Despite the call to TfL customer services yesterday no change has been made in 24 hours. So, despite the notice on X (identical to the one that was on the shelter - see photo to the left) that the Shadwell bound 339 will go from W, it will, of course, go from X and consequently passengers who make their sweltering way to W (the heatwave is continuing) will have to retrace their steps to X. No sprinting across to X with shopping and a couple of children in tow, so passengers in that situation will probably have to wait for the next bus. But, of course, they will not know if the next bus will go from either W or X. As usual, representatives of TfL Bus Operations are no-where to be seen. The Journey Planner and the Text service both indicate the bus will go from X but they cannot be trusted.

This situation will continue until the management of Bus Operations finally manages to get round to ensuring the notice from the bus stop post is removed. Is it really so difficult?  

Incidentally, the digital information board outside the yet to be opened Information and assistance booth is still sleeping this morning. Maybe it was asleep all day yesterday and maybe it will be asleep all day today too. Also, the TfL Journey Planner is currently wrong about the route beyond bus stop X. It is showing that when the 339 leaves bus stop X it will call at the London Aquatics Centre and Carpenters Road. It will not. TfL has diverted it along Westfield Avenue (where there is a temporary bus stop), Waterden Road and Clarnico Lane. But don’t forget It's important to plan your journey in advance and check before you travel, in case of any disruptions to your route.

Update 46  (July 4th 2018)

Too much trouble for TfL Bus Operations?

Despite the call to TfL customer services on Monday (and one made yesterday) the notice on the post at bus stop X has not been removed (see Updates 44 and 45). So, despite the notice displayed (identical to the one that was on the shelter - see photo to the left) that the Shadwell bound 339 will go from W, it will go from X and, consequently, passengers who make their sweltering way to W (a bit cooler today but 28 degrees forecast for this afternoon) will have to retrace their steps to X. No sprinting across to X with shopping and a couple of children in tow, so passengers in that situation will probably have to wait for the next bus. But, of course, they will not know if the next bus will go from either W or X. As usual, representatives of TfL Bus Operations are no-where to be seen. The Journey Planner and the Text service both indicate the bus will go from X but they cannot be trusted.

Another call made about this state of affairs to 0343 222 1234 today.

Also, the TfL Journey Planner remains misleading about the route beyond bus stop X. It is showing that when the 339 leaves bus stop X it will call at the London Aquatics Centre and Carpenters Road and Kings Yard stops. It will not. TfL has diverted it along Westfield Avenue (where there is a temporary bus stop - but it is not clear if it is for the 339 or not, as a driver said this morning, after leaving stop X, that the next stop would be White Post Lane), Waterden Road and Clarnico Lane. But don’t forget It's important to plan your journey in advance and check before you travel, in case of any disruptions to your route.

Update 47  (July 5th 2018)

Too much trouble for TfL Bus Operations?

This morning the noticeboard at bus stop X at Stratford City Bus Station was changed. One with a single panel was replaced by one with two panels. It might have been hoped that Bus Operations would have contacted the sub-contractor responsible for making the change to have removed the notice identical to the one shown to the left (see Update 44). Not so. Even though the noticeboard is new, passengers for the Shadwell bound 339 are still being directed to stop W. Consequently, passengers who make their way to W will have to retrace their steps to X. Once again, for the seventh day day running, (and the fourth after TfL was first contacted on 0343 222 1234 about the situation) no sprinting across to X with shopping and a couple of children in tow, so hapless passengers at W will probably have to wait for the next bus. But, of course, they will not know if the next bus will go from either W or X. As usual, representatives of TfL Bus Operations are no-where to be seen. The Journey Planner and the Text service both indicate the bus will go from X but they cannot be trusted and although the digital information board by the yet to be opened Information and assistance booth is working now it is directing passengers to stop X - where they will read a notice, on the brand new noticeboard, directing them to go to W.

The TfL Journey Planner still remains misleading about the route beyond bus stop X. It is showing that when the 339 leaves bus stop X it will call at the London Aquatics Centre and Carpenters Road and Kings Yard stops. It will not. TfL has diverted it along Westfield Avenue (where there is a temporary bus stop - a passenger was picked up there this morning), Waterden Road and Clarnico Lane.

Update 48  (July 9th 2018)

This morning at bus stop X at Stratford City Bus station;

As usual on Monday morning the digital information post is still asleep.

TfL Bus Operations has finally got round to removing the notice directing Shadwell bound 339 passengers to W.

Passengers wanting to catch the Here East Shuttle still having to make a run towards W when they see it turn into the bus station.

An inbound National Express bus let passengers off at stop X.

Meanwhile, on the TfL Journey Planner, passengers planning to take a Shadwell bound 339 onward from Stratford City Bus Station are being lead to believe it will stop at the London Aquatics Centre, Carpenters Road and Kings Yard. Not so. Only the 108 is going to the London Aquatics Centre. Because of road works TfL has diverted the 339 along Westfield Avenue, Waterden Road and Clarnico Lane.

Update 49  (July 25th 2018)

Feedback

TfL has a desultory attitude to asking for feedback and seems to have little or no system in place for offering feedback to customers when they make complaints via e-mail. Neither explanation nor an apology has been given for the problems passengers had as outlined in Updates 44, 45, 46 and 47.

At least, today, things seem to be working relatively smoothly at Stratford City Bus Station although the digital information post near the never opened Information and assistance booth was, once again, not working. However, at bus stop X, which is now becoming a busy little place, passengers were being picked up on a National Express coach going to Victoria. Also, the Here East shuttle did not pull into the bus station and call at W but did stop at X. The 108 and the Shadwell bound 339 called at X too and the 339 continued on the normal route although there could be irritation for anyone wanting to go from Stratford City Bus Station to stop OU on Wick Lane, which is called Fish Island.

A passenger in this position may have checked the TfL Journey Planner, which showed it would take 9 minutes to get to stop OU. The photo to the left shows the present situation at stop OU. The TfL notice on the information panel says the stop would be closed between 07.00 on Monday 9th July and 17.00 on Monday 23rd July, so it should have been back in use as from last Monday evening although, clearly, that did not happen.

A recorded message, played after leaving the stop in Monier Road, indicates anyone wishing to get off at OU that ‘the next stop is closed’, so TfL must be aware the works have overrun. However, by the time passenger has heard the message it is too late to get off and they will have to walk back from Autumn Street. Why is there no alert on the Journey Planner so passengers who wish to get off at Monier Road  rather than travel on to Autumn Street may do so?  

Bow Road Tube Station bus maps.

TfL still seems incapable of ensuring the two spider maps displayed on the concourse are both up-to-date (see Update 39 above). One shows the old routes of the D8 and 108, the other as they are currently. Bad luck for a customer who consults the wrong one.

Update 50  (August 3rd 2018)

The Fish Island bus stop (see Update 49 above) was put back into use after all the barrier units were removed at the end of last week.

As of this morning the digital post at Stratford City Bus Station was not working but the 339 was stopping at bus stop X and continued along the usual route.

A response from TfL customer services about the situation outlined in Update 41 raises questions about the willingness of the organisation to respond in a timely fashion to temporary changes made to the stops which buses will use. In this case the direction of passengers from X to W at Stratford City Bus Station are in focus.

It should be remembered that TfL propaganda on radio, in newspapers and on advertisements on Underground stations, pushes customers to use the TfL website and various forms of electronic communications it supports. In these circumstances it would be reasonable to expect that the managers who control the flow of this information would ensure that it was up to date. TfL certainly raises this expectation with statements such as;

If you are waiting at a stop, and need check on your service you can always give our travel information line a call on 0343 222 1234.

It seems the digital post outside the never open Information and assistance booth is controlled by the Countdown Team because, presumably, when it is working, the digital post counts down the minutes until the arrival of a bus at a stop. Is it unreasonable to expect that when a pre-planned diversion, which is due to last for a week or more, is in place the Countdown Team managers will ensure that the correct information about bus stops is shown on the digital post? It might be expected that when planning the roll-out of this method of informing passengers of where to catch their bus such a scenario might have been given consideration. Evidently not – or if it has it has been dismissed. In any event Customer Services can apparently do nothing beyond passing on comments to the Countdown Team about passengers being sent to a bus stop from which their bus will not depart. It is up to the Countdown Team, which like all other TfL teams remain hidden behind Customer Services, to take action on this, but so far there has been no apparent change or explanation as to why such a change is not feasible. Perhaps it isn’t, in fact, feasible, but, in that case TfL should stop raising the expectation of passengers that it is.

Similar questions might be asked about the way the teams responsible for the TfL Journey Planner and text service operate. But the answer is likely to be that the “comments will be fed back to” etc. etc. and nothing will be done.

Update 51  (August 10th 2018)

An introduction to bus routes in London

A number of coach companies now operate to and from Stratford City Bus Station. Passengers may arrive from other parts of the south-east and from abroad too as one service is from Stansted Airport. Anyone arriving at Stratford City and hoping to find information about ongoing travel by bus might naturally gravitate to the Information and assistance booth. Unfortunately, they will find the Position Closed blind pulled down so no help there. No help there for years, actually. No help from the spider map either. It took seven months for TfL to get a new spider map up in the vacant space but it was covered up two weeks ago by a London Buses poster with information about a cycling event (see photo to the left). Still there.

A TfL response

Neither explanation nor an apology has been given for the problems outlined in Updates 44, 45, 46 and 47. Instead an e-mail response from TfL Customer Services said three members of TfL staff went to make checks but found all was ‘correct and in place’. No, things couldn’t have been all ‘correct and in place’ between the morning of Monday, July 2nd, when the first complaint was made and the time the single panel noticeboard was replaced by a double one on the morning of Thursday 5th.

The notice shown in the photograph to the left was in place on the morning of the 2nd and was moved to the new, double panel noticeboard on the morning of Thursday 5th. If the three members of TfL staff went to stop X after the notice on the post was replaced then, of course, they would find everything ‘correct and in place’, but the dates on which the visits took place were not provided in the e-mail from Customer Services. Presumably, however, TfL has a record of these dates and of the date the post notice was removed too. It would be interesting to know what they are.

The Countdown Team’s digital post

Out of action every day this week.

Bow Road Tube Station bus maps

Another month goes by and no change made. Two posters are displayed outside the station entrance. One shows the old routes of the D8 and 108, the other as they are currently. Bad luck for a customer who consults the wrong one.

Update 52  (August 22nd 2018)

The situation outlined in the paragraph in Update 51 (above) under the heading An introduction to bus routes in London continues unchanged. The cover of a booklet issued by TfL is shown to the left. Note the date of the event and the advice to ‘Check your travel’. Presumably TfL management thought it necessary to place a map at Stratford City Bus Station relevant to this event so passengers could actually check the disruption that would be caused and plan accordingly. Unfortunately, the same management evidently forgot to ensure it was taken down immediately after July 29th and were not prompted to do so after an e-mail about the situation was sent to Customer Services on Monday August 13th. The spider map is still hidden.

The Countdown Team’s digital post by the never opened Information and assistance booth is still out of action. Consequently, anyone hoping to consult the post to find out what time a bus will arrive, or leave, Stratford City Bus Station will be disappointed. No point in trying to ‘Check your travel’ there then.

No further information, despite an e-mailed request, forthcoming about why 339 passengers were directed to stop W when it was actually at stopping at X, between Monday July 2nd and Thursday July 5th.

TfL consultation

TfL is now pushing the ‘Check your travel’ page on its website where everything relates to electronic communication accessed through either a smartphone or a computer. There is no reference to the paper based means of information delivery such as spider maps and notices on bus stop posts. So perhaps the advice ‘Check your travel’ isn’t intended to cover those means of communication for which TfL is responsible.

Curiously, a paper notice was recently placed on the two panel bus stop noticeboard at bus stop X which alerted passengers to the fact that TfL is consulting about the idea of changing the 339 route. The notice has now disappeared although the consultation period runs until September 14th. Why it was removed is unclear and although details remain on the TfL website many passengers will be unaware of it. Few passengers scan on-line consultations for fun, so the first they might know of the change will be after the 339 turns right towards Sidings Street rather than left onto Carpenters Road.

Update 53  (August 27th 2018)

Another misleading notice.

Last week planned construction work meant that bus stop A on Westfield Avenue was closed for a few days. Stop A is near 5 Endeavour Square and serves both the 388 and 97. A notice was posted at the stop indicating the nearest alternative for passengers who wished to catch the 388 to go Stratford City Bus Station was stop N on Waterden Road. The 388 terminates at Stratford City Bus Station, which is one stop away from A and a short walk round the corner. Why TfL thinks anyone would want to walk back to N at the Copper Box, which is much further away, to catch a bus that would take them to Stratford City Bus Station by way of the (closed) stop A is a mystery but the error, if that’s what it was, could have been avoided if the diversion notice had been checked by someone with local knowledge before it was posted. Fortunately, the work was completed on time and the notice was immediately removed.

Meanwhile, at Stratford City Bus Station the spider map which outlines local bus routes is still covered (see Updates 51 and 52) although it is a month since the Prudential Ride London and two weeks since TfL customer services were informed of the situation.

Neither explanation nor an apology has been given for the problems outlined in Updates 44, 45, 46 and 47 and it would seem reasonable to doubt if either ever will be.

The Countdown Team’s digital post now out of action for three weeks.

A check for a document alerting passengers about the consultation process concerning the re-routing of the 339 (see Update 52) failed to find anything at either stop Z, which is where the bus waits at Leytonstone, or at stop D where it waits at Shadwell. None of the intermediate stops had anything either and the removed notice at bus stop X at Stratford City Bus Station has not been replaced.

Click here for the link to the consultation alert on the TfL website.

It is a puzzle as to how (according to the explanation that goes with the consultation map),

Operating buses around Sidings Street will bring the south-west of the park within 400m of a bus stop which better serves the London stadium and the aquatics centre.

because, although the London Stadium may be better served by new bus stops, the present bus stops (H and J) are much closer to the Aquatics Centre than any of the proposed new ones.

Update 54 (September  3rd 2018)

Cycle event poster removed at last.

The cycle event poster, which covered the spider map (see the three updates above), has been removed. It would be interesting to know how many passengers went to check the map in August and found it was obscured. No point in looking for information or assistance at the never opened booth, of course. Or the Countdown Team’s digital post, which was still out of action this morning.

When complaints are made about the misleading information given to passengers (or even the lack of any information at all) TfL sometimes cites cuts in funding. This may well be the reason why the digital post appears to be defunct. However, it is hard to see how lack of funding could have contributed to the failure to remove the cycle event poster for a month or to any of the cases where the wrong notice about change of stops has been posted at bus stop X or to not keeping passengers informed of the consultation process through a notice on any of the stops on the 339 route. Getting things like this right are, surely, virtually cost free for TfL and should be covered even in a basic budget.

The photo to the left shows the two panel noticeboard at bus stop X. Two identical notices concerning changes at the time of events are displayed but the one publicising the consultation about the proposed alteration to the route of the 339 has still not been replaced.

Update 55 (September 6th 2018)

Digital post gathering dust

No sign of life on the Countdown Team’s digital post at Stratford City Bus Station and the adjacent booth, closed in 2013, is still closed. It would be interesting to know how much, if anything, this booth has cost and is costing TfL.

Your feedback is important to us

This is the title of e-mails received from TfL when purportedly seeking customer feedback. See Update 43 about the problems with this. Interestingly, the feedback ‘requests’ come from tfl@servicetick.com but no point in trying to send a complaint there as the e-mail contains this statement -  Please note this email inbox does not accept replies.

Consultation on change of route of 339

A call was made to TfL Customer Services about the removal of the consultation notice (see Update 52) on September 4th. The person who took the call conferred with the Bus Operations team who evidently said they knew nothing about it. As the consultation process is due to end in a week it might have been hoped that action might have been taken quickly to get a notice put back up at bus stop X. But nothing. Still, consultation doesn’t appear to be a TfL strong point. Even local authorities are kept in the dark about possible plans. Click here for more information.

Incidentally, in what is quite a short on-line consultation document, TfL states that there is a junction between Marshgate Lane and White Post Lane, but the map shows the junction is between Marshgate Terrace and White Post Lane. Google Maps adds to the confusion as the whole road between Pool Street and White Post Lane is shown as the Loop Road. The Google photograph of Sidings Street was taken from the junction of Pool Street and Montfichet Road, but Montfichet Road doesn’t run into Sidings Street. Is it possible that there is going to be some confusion when SatNav drivers are looking for addresses on Sidings Street?

Update 56 (September 18th 2018)

What happened to the Countdown Team’s digital post?

The functioning of the Countdown Team’s digital post by the side of the closed-since-2013 Information and assistance booth at Stratford City Bus Station has been somewhat intermittent at the best of times. Now, however, it does not appear to have been in use for over six continuous weeks. Maybe it will never be used again.

Bus stop closed /bus stop open – who knows?

Bus Stop OU on Wick Lane is shown on the TfL Journey Planner as Fish Island. It serves the Shadwell bound 339. According the journey planner there is no problem with the stop. It is not designated as being out of action on the list of stops between Leytonstone and Shadwell and, if a request is made, the journey planner itself will give times that buses are due to arrive and depart there. But according to London Buses the stop is closed (see photographs to the left). The hood and the notices have been in place for a couple of weeks. This morning I noticed that, after the 339 left Monier Road, no message was given that the Fish Island stop was closed. As we approached the stop a passenger rang the bell. Fortunately the driver stopped and let her off. I wonder how many passengers intending to catch a bus at the stop have made their way to Autumn Street or Monier Road having, at first, been misled by the journey planner.

Once again an illustration of the lackadaisical attitude shown by TfL to keeping its customers informed of what is going on. Full marks to the driver for stopping, despite the clearly visible hood.

Update 57 (September 20th 2018)

A flicker of life…

this morning in the Countdown Team’s digital post at Stratford City Bus Station. But closer inspection revealed the screen was only showing the name of the company which provides the kit. Never mind, there is always hope.

Stop OU

The hood, (see Update 56 directly above) attached by Velcro strips, blew off in the high winds on Monday night. It has not been replaced so there is only a notice to tell passengers the stop is closed and best go to another one. But the TfL Journey Planner indicates it is open and a TfL text message will indicate when the next bus is due. Which team to believe?

Update 58 (September 24th 2018)

Time for another cuppa?

A advert currently carried on London buses controlled by TfL, including the 339, commends using the TfL website to get ‘real time bus updates’. There is also a picture of a biscuit, underscoring the assertion that if you do you may have time for ‘another cuppa’.

Last week a complaint was made to TfL about the fact that the TfL text message service and the TfL Journey Planner were both showing stop OU (Fish Island) was open but a notice on the bus stop said it was closed. This morning, on a 339 leaving Monier Road, a message was given three times that ‘the next bus stop is closed’. As both the TfL Journey Planner and the TfL text service are still indicating Fish Island is open it appears the information provided by TfL is split 50/50.

This raises the question that if you are thinking of catching a bus from stop OU is it best to forget another cuppa and walk to either Autumn Street or Monier Road or boiling the kettle and taking the risk of going there in the hope the 339 won’t zoom past. There can be no clear answer but it would be interesting to know who, if anybody, within the TfL hierarchy, takes responsibility for ensuring that ‘real time bus updates’ are accurate and coordinated and the advertising is not misleading either.

Update 59 (September 27th 2018)

OU open again

Yesterday morning, although the notice at the bus stop OU still indicated it was closed, no message was played on a 339 to warn passengers of this as it left Monier Road. However, when a passenger rang the bell the driver stopped and let them off. Today, at last, the Closed notice was removed so, for the first time in several weeks, all the information publicised by TfL about the stop was in agreement.

Update 60 (October 23rd 2018)

Latest news from Stratford City Bus Station

The Information and assistance booth still closed. The TfL Countdown Team’s digital post has been non-operational since July (although the blank screen often shows a message saying ‘digital display solutions’ by the name of the company which, presumably, supplied the kit) and the spider map, which took so long to be installed, has been removed (see photo to the left). As usual TfL has provided no explanation as to why this happened or when the map will be replaced. Perhaps it is because some changes were made to the stops in Stratford Bus Station as from September 17th, but, surely, these changes will have been planned some time ago and basic planning would have indicated the need for co-ordination in map replacement.

No change in the map situation on the concourse at Bow Road Tube Station.

Update 61 (November 6th 2018)

Latest news from Stratford City Bus Station

No change at Stratford City Bus Station as far as assistance to passengers is concerned. Things are exactly the same as noted in Update 60. Curiously, a digital display at the Information and Assistance booth at Stratford Bus Station (across the bridge) is working although this only lists buses arriving and leaving in that locality. It shows nothing for Stratford City. Stratford Bus Station is much bigger than Stratford City and the Information and Assistance booth is open and staffed at busy times. When it is closed there is usually a member of TfL staff around. Surely, TfL could ensure that at least the digital display post at Stratford City is kept in operation.

Update 62 (December 31st 2018)

Re-routeing of the 339

On the weekend of December 29th TfL re-routed the 339 in line with the intentions shown in the consultation document (see Updates 52, 53 and 55). Although notices were posted at the closed stops on Carpenters Road, no notice was posted neither on the information panel at bus stop X at Stratford City Bus Station nor on the bus shelter. Consequently, anyone consulting the spider map on the bus stop shelter would naturally draw the conclusion that the 339 was still going on the old route. On the Shadwell bound bus itself bus no information about the re-routing was given either on the LED information panel nor through the audio system. The result was that more than one passenger, unaware of the changes that had been made, became rather agitated that the bus was ‘going the wrong way’.

The Consultation Report published by TfL about the change of route may be found through this link;

https://consultations.tfl.gov.uk/buses/route-339/

It would appear that raising awareness of the consultation was almost totally through electronic media. There are over 70 bus stops on the 339 route between Shadwell and Leytonstone. The concerns raised by members of the public who, by chance, were alerted through electronic media, could have been amplified by those who learnt of the potential change of route through notices posted at bus stops. However, only 5 stops had notices posted and these disappeared well in advance of the end of the consultation period. The statement made in the Consultation Report that We were informed by a member of the public on 11 September that the notices had been removed early. After a thorough investigation we discoved this was due to an error by our contractor who has been reprimanded for this indisgression (the spelling errors are those in the report) is incorrect. Had those making the thorough investigation read the communication received by TfL on September 11th they would have seen that this was actually a complaint that no action had been taken after Customer Services had been notified about the matter on September 4th (see Update 55 for more detail about this). Had the consultation notices been more widely posted and been in place for the whole of the consultation period perhaps more than 2% of the respondents to the document would have identified themselves as having been alerted by a notice at a bus stop.  

TfL says it will keep the way the 339 operates on its new route under review. A pity that passengers actually using the service were not properly informed about the change of route when the change took place. Let us hope that from now on this review is comprehensive and systematic and if problems are identified they are rectified quickly.

It should be remembered that now the Consultation Team has finished its work it will disappear from the scene and another team, presumably the local Bus Operations Team, will take over responsibility for the review. One of the first things this team could do would be to ensure that a notice is posted at bus stop X at Stratford City Bus Station to indicate that the route has been changed. At the moment the route on the TfL journey planner is at variance with the one shown on the spider map (the replacement of which is presumably in the hands of the Publicity Team) and this could cause confusion to anyone looking to make their way to either of the Bobby Moore schools. It should be borne in mind that none of these teams are directly accessible to the public, who have to make a complaint through Customer Services and hope (in vain more often than not) something may be done.

So 2018 ends. No progress has been made at Stratford City Bus Station about the Information and assistance booth (not opened since 2013), the Countdown Team’s digital post (out of operation since July) or the return of spider map (taken away in October).

Needless to say there is no change in the map situation on the concourse at Bow Road Tube Station