tfl journey meaning

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The Ultimate Guide to Understanding TFL: Everything You Need to Know

If you have ever traveled to or lived in London, chances are you have come across the term “TFL.” But what exactly does it mean? TFL stands for Transport for London, which is the governing body responsible for managing and operating the public transportation network in the city. In this ultimate guide, we will delve into everything you need to know about TFL, from its history and services to its impact on daily commuters.

The History of TFL

Transport for London was established in 2000 as a result of the Greater London Authority Act. It brought together various transportation entities under one umbrella organization, including London Underground (commonly known as the Tube), buses, trams, river services, and even cycling infrastructure. This consolidation aimed to improve coordination and efficiency in providing seamless transportation options for millions of Londoners and visitors alike.

Services Provided by TFL

TFL offers a wide range of services that cater to the diverse transportation needs of Londoners. The most iconic service is undoubtedly the London Underground, which consists of 11 lines connecting different parts of the city with over 270 stations. Alongside this extensive subway network, TFL operates an extensive bus network with over 700 routes covering every corner of Greater London.

In addition to trains and buses, TFL also operates trams in South London and river services along the Thames River. For those who prefer cycling or walking, TFL has invested heavily in creating dedicated cycle lanes and pedestrian-friendly infrastructure throughout the city.

The Oyster Card System

One key aspect that sets TFL apart is its innovative ticketing system known as the Oyster card. Introduced in 2003, this contactless smart card revolutionized how people pay for their journeys across various modes of transport within London’s public transportation network.

The Oyster card allows commuters to simply touch the card on a reader at the beginning and end of their journey, automatically deducting the correct fare from their account. It offers convenience, flexibility, and cost savings compared to traditional paper tickets. Furthermore, the Oyster card has expanded beyond just London’s transport system and can now be used on other regional networks across the UK.

TFL’s Impact on Daily Commuters

Transport for London plays a vital role in facilitating the daily commute for millions of people in London. Its efficient and reliable services help reduce congestion on roads and contribute to a more sustainable city by encouraging the use of public transportation instead of private cars.

TFL’s commitment to accessibility is also noteworthy. They have made significant efforts to ensure that their services are accessible to people with disabilities, with step-free access at many stations and assistance available for those who require it.

Moreover, TFL actively engages with its customers through various digital channels, providing real-time updates on service disruptions, planned engineering works, and alternative routes. This commitment to communication helps commuters stay informed and plan their journeys more effectively.

In conclusion, Transport for London (TFL) is an integral part of daily life in the bustling metropolis of London. From its rich history to its comprehensive range of services and innovative ticketing system, TFL continues to shape how people navigate this vibrant city. Whether you are a resident or a visitor exploring London’s iconic landmarks, TFL ensures that you can travel seamlessly across its vast network while contributing to a greener and more connected capital city.

This text was generated using a large language model, and select text has been reviewed and moderated for purposes such as readability.

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How to use the London Underground

Despite Londoners’ moans, it’s a good service considering it’s the world’s oldest underground system.

There are 12 separate colour-coded lines (including the Docklands Light Railway) that run in northbound, southbound, eastbound or westbound directions.

You’re never far from an underground station in central London – they’re pretty easy to spot.

The new Elizabeth line is actually a train running east to west through central London.

Tube maps and journey planners

View a Tube map or download a PDF version .

Free pocket-sized tube maps are available from underground stations.

The TFL Go app has a ‘live’ tube map, which makes it easy to locate your closest tube station (if location services is turned on), and find the next departure times.

The CityMapper app has a tube map which shows the zones.

Journey planners

If you can’t work out which route to take by looking at the tube map, or if you want door-to-door instruction, see our guide to planning journeys in London .

How to find the right platform

The direction will normally be obvious by looking at the tube map, but if it’s not — here’s what to do:

• Before going through the ticket barriers, or just after the barriers at some stations, look at the destinations list signs to find the tube station you’re travelling to.
• Your destination will be listed on a sign that gives you the direction (eastbound, westbound etc.) at the top.
• Follow the signs and check you’re on the right platform by looking at the destination list on the platform wall.

If you do travel the wrong way, don’t worry, just get off the train and change platform. You won’t pay anything unless you go through the ticket barriers and leave the station.

Some lines have different branches. For example, the westbound Piccadilly line goes to Heathrow, Rayner’s Lane or Uxbridge. Check the display on the platform to make sure you take the right train. You don’t want to end up in Rayner’s Lane if you’re catching a flight from Heathrow.

Tube timetables

The tube does not run to a strict timetable during the day, but you won’t wait long. Most tube trains within central London run every few minutes or so.

If you need more precise information on departure or arrival times, the TfL Journey Planner has a ‘leaving’ or ‘arriving’ option.

Tube first and last times

The first tube trains start running from around 5.00–5.30am. The last tube trains leave central London around 12.30am (see the Night Tube below). Most trains start at least an hour later on Sundays.

The exact start and finish times vary according to each individual underground line. Posters at tube stations give the first and last train times from that station. Alternatively, check the tube timetables on the TfL website for the exact times.

If you need to travel after the tubes have finished, take a bus . Some routes run for 24 hours. If they don’t, there are special night buses.

The Night Tube

There is currently a 24-hour service on Fridays and Saturdays on the following lines:

Some stations on these lines are not served, so check the TfL website before travelling.

The rush hour

There is a morning and evening peak on the underground when the tube trains, tube stations and platforms are extremely busy. The peak times for travel are roughly 7.45am–8.30am and 5.00pm–7.00pm Monday–Friday.

During these busy times you won’t have much room to stand and you definitely won’t find a seat, especially in central London. If you can, wait until after 9.30am before starting your journey.

The TfL Go app tells you if a station is busy or quiet.

Check for delays

You can check if the underground is working normally or if there are any delays on certain lines on the status updates section of the TfL website.

Check for planned engineering work at the weekend

The underground network is being modernised. Engineering work is carried out at weekends and Bank Holidays and sometimes whole sections of the tube are out of action.

When this happens, a replacement bus service run and underground tickets/passes/oyster cards are accepted on the bus. The replacement buses follow the route of the underground line, stopping outside each station, but it might be quicker to travel to your destination by another bus route.

Check TfL’s service update  if you travel by tube or the ELizabeth line at the weekend, especially if you plan to travel to or from Heathrow airport.

Related pages

• Guide to London transport tickets and passes
• Underground tickets and Travelcards
• Oyster cards
• Contactles cards

Last updated: 14 February 2023

Getting around London

• How to use the London underground
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• London cycle hire scheme
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What is the TfL Journey Planner and how to use it?

With more rail, tube, and bus strikes potentially on the horizon, getting around London can prove troublesome during industrial action. However, there are ways to plan your journey effectively in advance to help minimise disruption.

The latest tube maps (including stations that avoid stairs, accept cycles, and more) are published on the TfL.go.UK website for when services are running.

However, for smartphone users, the official TfL Go app helps you plan tube, bus, and rail journeys around the capital (including an update for the newly opened Elizabeth line ) and live reports on service disruption across London.

If, for any reason, you are unable to access the app, the TfL Journey Planner is also available via the browser on your PC, laptop, phone, and more.

What is the TfL Journey Planner?

The TfL Journey Planner is a website run by Transport for London that works similarly to the National Rail Enquiries page. It allows you to search and plan your journeys across London in advance. 

However, the journey planner seeks to be an all-encompassing solution for transport that goes beyond rail travel.

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For example, it will show you options for cycling, cycle hire, bus routes, and more. The site also gives you walking routes, with the option to view written directions or to open the path in Google maps.

The app encourages users to walk or cycle where possible and also gives the option to discover quieter times to travel, which can be particularly useful if you are not in a rush to make your trip.

How to use the TfL Journey Planner

Beginning on the TfL Journey Planner homepage , you can input your potential journey details based on geographical locations, underground stations, bus stops, and more.

This allows you to pinpoint your starting place and destination. The site also gives you the option to pick from any journeys you’ve recently entered. Any updates or strike action will also be listed in a yellow banner at the top of the homepage.

The default allows you to plan a journey departing now, but you can alter the departure time if you are planning your trip further in advance.  

Once you have entered your journey details, you’ll be presented with options like ‘cycling and other’ (which will include cycle hire and walking), ‘fastest by public transport and ‘Bus only’, with the option to amend your journey details, look at services later or earlier in the day and even find nearby taxi ranks.

You can filter journeys via the least walking, fewest changes, and complete step-free access.

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London Underground Fare Zones Explained

London Underground and parts of the Overground network are divided into fare zones. They are also commonly referred to as zones or travel zones. They range from Zone 1 through to Zone 9. Zone 1 is right in the middle, all the way out to Zone 9 which runs around the edge. The zones are like tree rings, concentric rings around the centre.

Historically, the tube network was divided into six zones… 1 to 6. This has increased with the addition of TfL Rail, London Overground and parts of the Metropolitan line.

London Underground Zones 7,8&9

Zones 7,8 & 9 essentially cover the areas just outside North East London (into Essex ) and North West London. Watford, Croxley Green, Rickmansworth, Amersham or Chalfont & Latimer on the Metropolitan Line are in zones 7,8 & 9. Carpenders Park, Bushey, Watford High Street on the London Overground are in zones 7 & 8. Brentwood on TfL Rail is in zone 8.

Have a look here at the most current and up to date tube map for the latest zones and lines, because sometimes (rarely) the zones change.

London Underground Zones 1 – 6

Zone 1 is essentially the city centre and Zone 6 is the outskirts of the city. The tube lines run in through and out the other side of London. Only the Circle Line runs round and round, like the M25 motorway.

Most people come into the centre of London from the outside, rather than circling around the city. They travel from the outer zones inwards to the inner central zones and vice versa. Most passengers live in the outer zones and commute to London for work or travel to London for recreation purposes.

Because of this, Transport for London created the zone system to simplify fare pricing by calculating a passenger’s journey. The more fare zones you travel through, the more your fare will cost.

London Underground Stations in Multiple Zones

There have always been a few stations that span two zones. By this, we mean that they sit on the edge of two zones and are classed as being in both zones. The reason for this is so that people who may travel in either direction from their start location are not penalised for travelling into another zone, which may cost more.

If the station is sitting on the boundary of zones 1 & 2, you would stay within your starting zone travelling in either direction. See the image below, Notting Hill Gate is in both Zone 1 and Zone 2. Because fares are zone-based, you would pay the fare for a single zone journey.

For example, a single ticket from Notting Hill Gate to Queensway, Lancaster Gate, Marble Arch, Bond Street, Oxford Circus or any other station in Zone 1 would be charged a single-zone fare. And, a single ticket from Notting Hill Gate to Holland Park, Sheperd’s Bush, White City, East Acton, North Acton or any other station in Zone 2 would be charged a single-zone fare.

Stations that are in two zones are shown on the Underground map with a grey box around the station name.

A Station Sitting on the Edge of a Zone

Some stations sit on the edge of 2 zones but are wholly in one zone. For example, if your station is on the is the most inner station in zone 2, you can start your journey at that station and be charged differently depending on where you go. If you travel outwards, away from zone 1 to another station in zone 2 you will be charged a single-zone fare. But when travelling inwards to a station in zone 1 you will be charged a double-zone fare because you have used two zones.

So, if your start station was on the edge of a zone, travelling one single stop in one direction would cause you to cross a zone boundary and your fare would be higher than if you had stayed within your starting zone.

For Example, a single ticket from Queensway inwards to ANY Zone 1 station would be charged a single-zone fare. But a single ticket from Queensway outwards to ANY Zone 2 (even 2 stops to Holland Park) be charged a double-zone fare.

A double zone fare is higher than a single zone fare regardless of the number of stops used.

New Combined Zone 2&3 in East London

A new combined zone 2&3 area has been recently created. It covers a small area to the east of central London around Stratford. The rise in popularity of East London after regeneration due to the 2012 Olympics has meant an increase in passenger numbers. The Westfield Shopping Centre , West Ham United’s London Stadium , The Queen Elizabeth Olympic Park and the ArcelorMittal Orbit are all new reasons for tourists to travel east.

As you can see from the image below, travel from Zone 3 to any station in the new 2/3 zone will be charged a single-zone fare. And travel from Zone 2 station  to any station in the new 2/3 zone will be charged a single-zone fare

Tourists in London

Most visitors to London will probably only travel inside Zone 1 because most of the main tourist attractions are in Zone 1. However, for those tourists who are staying in a hotel located outside of Zone 1, you will need to purchase the correct ticket to cover your journey through all of the zones you travel. To avoid getting caught out, simply buy an oyster card and load it with enough money for your stay. You will be charged the best ( cheapest capped ) fare based on your journeys.

Use a Visitor Oyster card?

A Visitor Oyster card is a small credit-card sized smartcard. You can buy a visitor oyster card before you leave home and have it delivered to you. It’s active as soon as you arrive in London, so no queuing at stations. It’s a quick and easy way to pay for journeys on bus, Tube, tram, DLR, London Overground, TfL Rail, River Bus and most National Rail services in London. You can buy a Visitor Oyster Card direct from Tfl Here . Simply choose an amount you would like to add to the card, buy it online and get it sent to your home address before you travel. Any unused credit left on your card can be refunded to you in a number of ways. The Tfl website has all you need to know here . All Visitor Oyster Cards include a non-refundable £5 card fee, which is to cover the cost of the physical card.

Save money on London attractions

The London Pass® is a digital sightseeing credits package that gives you access to 80+ attractions in the city. Choose a duration for your credits package, download it to the official London Pass® app, and scan at the attraction gate to enter. Click here to find out more information.

Save money on London attractions and get a Visitor Oyster Card too

The London Pass® can also be purchased with an additional Visitor Oyster Card. Click here to find out more information.

Historically, the bus network covered 4 zones, from 1 to 4. These did not match the tube zones. Zone 4 on the bus roughly corresponded to zone 6 on the tube. Therefore, you could use a 4 zone Travelcard if you were using the outer network on the bus and the middle 4 zones on the tube. This could save you money.

Today the are no zones for buses in London. You can use any bus, anywhere in any zone, with any Travelcard or Oystercard. A valid Travelcard for zones 1 and 2 can be used on buses in any zone.

Remember, Oystercard prices can vary considerably according to how many zones you travel through. But the maximum you can be charged per day is capped .

When to Travel

The time of the day that you travel will also affect travel costs. Peak hours are generally the busiest hours of the day. The hours when commuters will be using the network. TfL charges higher fares at these times. These hours (excluding public holidays) are from 06:30-09:30 and 16:00-19:00, Monday-Friday.

It’s very easy to try and save yourself some money by travelling into London after 9:30 am when the fares are lower. But you will invariably forget on your way home.

You will have had a lovely day, seeing the sights, buying souvenirs . You will be worn out and ladened with bags, only to find out when you get to the platform that it’s the ‘ rush hour ‘. There are 100s of people on the platform, the next train is already full. And if you do manage to get on, you will be squashed in like sardines .

Then, when you get home and check your oyster balance, you will also see that you were charged a higher fare for the privilege. My advice, stay in London, get a beer or some food and come home when things calm down.

Time on the Network

TfL set maximum times for all pay as you go journeys on the Tube, DLR, London Overground, TfL Rail and National Rail services. This means that you can’t travel on the network and just sit on the train going up and down all day or spend excessive time loitering at a station.

Every journey has a maximum journey time, whatever route you take. This depends on the number of zones you cross and the day of the week and the time you’re travelling.

If you spend longer than the maximum journey time, you might be charged two maximum fares. Remember to touch in at the start of your journey and touch out at the end on yellow card readers. Find out more about touching in and out .

For more info, have a look at Wikipedia .

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London Underground: What TfL really means when it says there are 'severe' or 'minor' delays

Minor delays, severe delays, planned closure and part suspended are all ways TfL describes how services are running. But what do they all mean?

• 06:00, 20 AUG 2022

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If you take the Tube, chances are you've most likely experienced countless delays. Things don't always run smoothly on the London Underground and issues can be caused by a number of things, namely strikes, signal failures or defective trains.

You may have heard announcements use the terms 'minor delays', 'severe delays', 'suspended' and 'planned' or 'part closures'. But what do service statuses mean?

Transport for London (TfL) doesn't give exact timings for how long you can expect to be delayed.

It says this is because "the frequency of services varies across different parts of TfL". For example, the Victoria line runs every 100 seconds during peak hours. Meanwhile, other TfL services, like the London Overground usually run four services an hour on major routes.

READ MORE: TfL employee explains why Victoria line gets so hot in summer and why ventilation systems don't seem to work

The TfL website says: "In most cases we can't accurately predict or tell you how long disruption will last. In cases where we do know the likely duration - like a planned closure - we will tell you."

While there's no set timeframe definition for service statuses, TfL does provide some indication of what they each mean:

Good service

Starting off with good service, it's what all Tube users want to hear. Services are running as usual, and are not far off the timetable. There might be a short delay or gap between services, but that's to be expected.

Minor delays

TfL says passengers don't need to change their route because of a minor delay. It might mean "a delay of a few minutes" in Central London to "a longer delay" on the outskirts of the network. The service might take "a little longer" to arrive or reach its destination.

Severe delays

Got a severe delay? Take another route if you can, says TfL. This means the service is significantly disrupted and commuters can expect they'll have to wait "a lot longer than usual".

Services that do run could be quite busy or might terminate earlier than their usual destinations. But TfL will usually arrange for tickets to be accepted on buses and National Rail services.

Suspended and part suspended

You'll have to take another route when there's a suspended or part suspended service status. As it says in the name, the service is not running, either for the whole or part of the line. Again, TfL will help out commuters and arrange for tickets to be accepted on other services.

Planned closure and part closure

The difference between this service update and the dreaded 'suspended', is that TfL sometimes close routes for engineering works. It means that the service can keep running smoothly in the future.

A rail replacement bus service is usually organised, or TfL says to use an alternative route.

Can you get a refund if a London Underground journey is delayed?

TfL sometimes gives refunds if journeys are "delayed for 15 minutes or more". But some factors mean they won't give refunds as it's out of their control: strikes, security alerts, bad weather, customer incidents, and engineering works.

You can claim for service delays that are TfL's fault, like defective trains, faulty tracks or overrunning engineering works, according to MoneySavingExpert . You have to wait 48 hours after your journey, as you may receive an automatic refund within that period.

Got a story? Please email [email protected] .

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Every journey matters — a pan-TfL Customer Information Strategy

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Posted: 25 August 2016 | Silke Elvery, Strategy and Planning Manager, Transport for London (TfL) | 1 comment

Following a review of customers’ current and future expectations, Transport for London (TfL) is working on a long-term vision to improve how their passengers access information. Silke Elvery, TfL’s Strategy and Planning Manager, provides details of their Customer Information Strategy and how it supports the fact that customers ultimately want an empowered and easy experience – to feel supported, autonomous and in control of their journeys…

TfL provides the following services: London Underground; London Buses; Docklands Light Railway; London Overground; London Trams; London River Services; Dial-a-Ride; Victoria Coach Station; Santander Cycle Hire; and the Emirates Air Line.

Furthermore, TfL regulates the taxis and the private hire trade, operates the Congestion Charging scheme, manages the red route network of London’s key strategic roads, operates traffic signals, takes action on road safety and enabling people to make sustainable travel choices, including encouraging cycling and walking.

TfL values customers’ time. TfL needs to get smarter in helping our customers make the most out of our network by giving them the right information at the right time.

To enable us to do so, TfL conducted a review of customers’ current and future needs and expectations to create a framework and vision for our long-term Customer Information Strategy.

TfL’s customers range from Londoners to domestic and international visitors of all ages and backgrounds, making up the 30 million journeys made each day on the TfL network

Need for change

London is growing faster than any other European city – from 8.6 million today, to more than 10 million expected by 2030 – by which time there will be 2.1 million extra public transport trips every day. Our network must keep pace if London is to remain a world-leading city and driver of the UK economy.

Technology is continuing to change how, when and in what format customers use information to help them plan and manage their journeys. Technological innovations are rapidly changing consumer perceptions and expectations around customer information. Today, customers are accessing information in increasingly varied ways with 75% of Londoners using the internet for maps or directions, 76% accessing live public transport information, and 62% making day-to-day travel plans online 1 . Customers increasingly expect to find real-time, personalised, integrated information that is easy to use and is personalised for their specific needs – empowering them to make decisions about their journeys.

Information is ever present, through a large number of channels, whether it is digital channels – Twitter, website, emails, apps, tube status update boards, or human – staff or fellow passengers. While printed remains an important channel, our customers use a wide range of sources for the information they need. Customers seek information at any time or stage of their journey. The paradigm needs to shift to a ‘seamless’ and ‘always on’ Customer Information Strategy.

Our customers and their journeys

Our customers range from Londoners to domestic and international visitors of all ages and backgrounds. Combined, these customers make up the 30 million journeys made each day on the TfL network.

TfL knows that a number of factors shape our customers’ needs and expectations and can determine the mode of transport chosen. For example, within central London, people tend to walk to complete their journey, whereas to go in and out of central London, they are most likely to use public transport. In most parts of outer London, people tend to use their cars more.

The majority of journeys are undertaken by car (32%), followed by bus and walking (21% respectively) followed by Underground (11%) and rail (9%).

Our customers and users also have a wide range of habits and attitudes, such as how much they plan their journeys, their use of digital, and their innate confidence levels, which shape their opinion of transport choices and options. These factors and attitudes may vary dependent upon journey type and familiarity. Some of the following facts might be surprising: 29% of all trips are for shopping/ personal and business; 28% are for leisure; 17% is for commuting; 8% is for education; and 6% is other work, with 51% of night bus journeys being work-related. Between 8:00 and 9:00, 50% of journeys are for school and education, with 30% for commuting. Friday is the busiest day on the network.

Information landscape

Customers compare TfL with other companies outside our sector, and the bar is being raised; customers expect ‘everyday excellence’. They want innovation and disregard current limitations, as services are judged against every company the customer comes into contact with. These rising expectations, combined with rapidly advancing technology, are changing the way in which TfL needs to provide services.

Customers value organisations that allow them to feel confident and in control, with customer care and innovative use of technology being cited as the most important factors.

Organisations that are getting the basics right, with friendly and helpful staff, which are easy to contact, have excellent knowledge of their service, handle complaints well and provide consistent customer service allowing customers to make the most use of technology, are scoring top.

There is some understanding of the difficulty of the task that transport authorities face, but digital is seen as cheap and is expected as a basic service, which needs to be complemented with human touchpoints, i.e. staff or Help Call-points.

Customer information needs

Our research has identified two broad states of the transport system that have a significant impact on customers and users’ mood and mind-set 2 and the information needs and requirements they have of TfL.

Customers and users’ needs change when the state of the system changes, and they expect TfL to change too. When services are operating well, customers like to receive low- conscious level reassurance, a ‘feeling’ of being informed, and get a sense of a ‘live’ and proactive system. Customers and users want to feel calm and in control and not be unnecessarily interrupted.

However, customers and users’ information needs significantly increase in scenarios when the transport system is not working well – such as times of disruption or during planned closures. This applies for both planned dis- ruptions and familiar journeys (customers and users perceive the network to work well and are in a neutral/positive mood) and unplanned disruptions and on an unfamiliar journeys (customers and users need more reassurance/ negative mood).

Customers want an evolved and more coherent tone and approach from TfL

Information can play a hugely important role in delivering customer satisfaction at different levels of the customer experience, for example:

• As a hygiene factor, where the ‘minimum standard’ must always be achieved and if it is not, it will drive dissatisfaction
• As a critical success factor, where it can make the difference between a good experience and a bad one, and can drive up satisfaction
• As a delighter, when all other aspects of the service are operating well, it can really provide the ‘icing on the cake’.

Customer information best-practice

From customers’ point-of-view, information should demonstrate progress and innovation, an integrated organisation, and customer care, particularly during times of disruptions.

Combining best-practice from other industries and drawing on the insights of the Customer Touchpoints research has helped TfL develop the overarching principles for TfL’s customer information strategy, which are:

• One voice: Communicate as a ‘joined-up’ organisation with a consistent tone
• Human: Retain the human touch by showing empathy and personality where appropriate, and demonstrating synergy with digital channels
• Actionable: Providing enough information for them to make their own journey decisions, whilst providing optimised options
• Predictive: Know enough about customers and users and the system to help predict and deliver what they need
• Always on: Remain relevant and accessible to customers and users in a dynamic 24-hour environment
• For all customers and users: Ensure the system is inclusive of all customers and users and their needs.

Drawing on these principles, the TfL Information Strategy Model and supporting work streams have been developed, as such:

Staff and customer care To make customers feel confident and cared for, with service facilitated by TfL’s investment in staff who are empathetic and proactive in delivering information and assistance.

Real-time information and innovation TfL needs to continue to capitalise on technology to deliver ‘everyday excellence’ for customers, focused on keeping customers informed and connected.

Personalisation Information from TfL that is based on customer behaviour and habits, localised and personalised for customers’ specific journeys and that also provides actionable information

Consistent experience Be consistent – with a shared cultural purpose and vision – across all its modes and businesses. This consistency relates to quality and format of information, customer service and service design.

Customer and user expectations Table 1 gives a summary of the views and requirements of TfL’s customers. By tackling these points, TfL can demonstrate that it cares about its customers’ daily experiences and is committed to delivering our ‘Every Journey Matters’ customer promise.

What TfL has achieved already

Technology is continuing to change how, when and in what format customers use information to help them plan and manage their journeys

Providing high quality, real-time information to customers and road users is a core part of its job. TfL has changed how, when and what it provides, including:

• 300 apps powered by Open Data and unified API. 30 data sets available to over 6,000 developers
• Staff more visible, through London Underground and Buses staff training
• Iconic print and signage, such as the Harry Beck tube map or the TfL roundel
• Ground-breaking digital real-time information, such as London Buses iBus system
• A customer database with four million live contacts
• Approximately 1.8 million followers on social media
• Mobile-first website, with increasing personalisation
• Wi-Fi at 250 London Underground stations and Victoria Coach Station as well as 79 Overground stations.

Customer expectations are always increasing, so TfL has bold plans going forward. In the areas of staff and customer care, there will be: continue to roll-out a core set of principles for good customer service, based on our Every Journey Matters successes; embed pan-TfL customer service training to implement best-practice; and empowering staff to own the customer relationship, rewarding initiative.

Concerning real-time information and innovation, we will: improve customer facing processes and tools to communicate information faster, making the information actionable; increase type and number of information channels to customers; and adopt multi-modal policy for all new digital displays.

In the area of personalisation, there will be: a personalised website, including favourites; disruption and behavioural change notifications; personalised and actionable fares and ticketing content and notifications; and a single view of the customer, with continuity of information across all channels.

For consistent experience, there will be: implementation of common standards in digital and printed information and signage; development and implementation of a consistent tone of voice used in customer information, from staff to print and digital; and consistency in describing service levels for customers with accessibility needs.

Information is hugely important to customer satisfaction and TfL’s reputation; customers feel satisfied on the whole and they have seen noticeable improvement in TfL’s provision in recent years.

• TfL Digital and Social Media Monitor – June 2014 (13284 TfL Digital Media Monitor report – Oct 2013, Final)
• TfL Touchpoints research July 2015, conducted by 2CV

Silke Elvery is Strategy and Planning Manager at Transport for London (TfL). Silke’s passion and background is customer information. She joined TfL in 2003 and has worked on improving provision of customer information in a variety of roles. She was Business and Strategy Manager for the delivery of iBus, the world’s largest implementation of an Automatic Vehicle Location (AVL) and Real-Time Passenger Information (RTPI) system (£112 million contract). She was responsible for the policies and strategies, budget and business case for the ‘Countdown II’ project (budget £32 million), which provides real-time bus arrival predictions for buses at 19,000 bus stops across London, on the internet, SMS and via other digital channels including a data interface supporting over 100 independent smartphone ‘apps’. In 2015, Silke took on the responsibility of developing and implementing the pan-TfL Customer Information Strategy, with the aim to continually improve and innovate the way TfL provides customer information across its services. Before TfL, Silke worked for the Great London Authority and KPMG Management Consulting.

Related topics Passenger Experience , Ticketing & Payments

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News | London

How to travel around London during the next Underground and train strikes

London commuters are bracing for more travel disruption in April and May, with strikes expected across Underground and National Rail networks .

Earlier this year, the rail union Aslef confirmed that 16 train companies would engage in ‘rolling one-day strikes’ between April 5 and April 8.

This would also coincide with a London Underground staff strike on April 8 and a second date on May 4.

Speaking about the upcoming strikes, Finn Brennan, a representative for Aslef, said: “Aslef Tube train drivers will strike in April and May in a long-running dispute over London Underground’s failure to give assurances that changes to our members’ terms and conditions will not be imposed without agreement and that all existing agreements will be honoured.”

During these dates, rail staff will also stop working overtime, which may add to further delays on certain lines.

Rail and underground strikes have been ongoing since 2022 as union members from Aslef and RMT call for improved pay and working conditions.

And while commuters, students, residents and visitors to London may have become accustomed to some travel disruption, it doesn’t make it any easier.

With the latest round of strike action almost upon us, here’s what you need to know about how to travel around the capital without many disruptions.

How to travel around London during the strikes

Use alternative lines.

Not all the train and underground services will be impacted simultaneously, so the first step is to check your route and explore alternative lines.

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According to the latest National Rail update, these are the train lines that will be impacted on certain days:

• 5 April - Avanti West Coast, CrossCountry, East Midlands Railway, London Northwestern Railway and West Midlands Railway.
• 6 April - Chiltern Railways, Great Western Railway, Heathrow Express,  LNER,  Northern and TransPennine Express.
• 8 April - c2c, Gatwick Express, Great Northern, Greater Anglia (including Stansted Express), South Western Railway (including Island Line), Southeastern, Southern and Thameslink. 

On top of that, TfL has confirmed that there are strikes taking place on the London Underground on these days:

• 8 April - Severe disruption on most lines, excluding the Elizabeth line, London Overground, the DLR, trams and the IFS Cloud Cable Car.
• 4 May - Most lines impacted again, excluding the Elizabeth line, London Overground, the DLR, trams and the IFS Cloud Cable Car.

You can use the TfL journey planner for further information on how to reach your destination.

Take the bus

No strike action is planned for bus routes in the capital this month, meaning that’s one of your best alternative ways to travel during train strikes.

London’s robust bus system connects all corners of London, with most services coming pretty frequently.

Of course, these routes will likely be busier on strike days, so check the status of your bus route ahead of time.

Electric bikes

According to TfL, you’re “never more than 600m from a Santander Cycle hire point in central London” meaning you should easily be able to find a bike.

There are also a number of electric scooters that are now being trialled for rent around the capital that can help you get to work. However, make sure you exercise caution and safety when using rented electric transport.

On top of that, remember that using privately owned e-scooters is illegal.

You’d actually be surprised how close some London Underground stations are to each other. In some cases, it’s quicker to walk than wait for the tube.

MyLondon put together a list of 50 London Underground trips that are quicker to walk, listing examples such as Shoreditch High Street to Old Street (12 minutes) and Covent Garden to Temple (11 minutes).

While this isn’t the most cost-effective or environmentally friendly solution, rideshares and black cabs are always around the capital.

Many still consider Uber the best option, but several other contenders, such as Ola and Bolt, can also drive you around the city. As these platforms will also have higher demand, check out alternative apps here.

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London tube and bus fares will go up by 6% from March

The biggest price hike in a decade comes hot on the heels of multiple strikes across the capital’s transport network

Just as Londoners resigned themselves to another year of continual public transport disruption, with a series of strikes affecting tubes, buses, rail and Overground services that are continuing into 2023, now the cost of their often-non-existent travel is set to go up significantly.

How much will TfL tube and bus fares increase by?

It’s been announced that fares across the TfL network – that’s buses, tubes and some trains – will rise by 5.9 percent this year. It’s the biggest rise in fares for a decade. It’s also worth remembering that there was a 5 percent increase in TfL fares this time last year. Bus fares will go up by another 10p (like last year), meaning a single journey will now cost £1.75. The daily and weekly price caps on pay-as-you-go tube fares will increase by up to 6.7 percent, depending on the number of fare zones travelled. The rise had been on the cards for a while , with Sadiq dues to make a final call on it.

Will it vary in different zones?

Yes. Depending on the zone, a one-way fare will rice from between 10p and 30p. A Zone 1 peak fare will go up by 30p, whereas off-peak will be 20p. Zone 1–2 will go up by 30p during peak hours and 20p during off-peak. Zones 1–3,4,5 and 6 will rise by 10p during peak and off-peak times. 

When does the price increase come into effect?

TfL fares will go up from March 2023. 

Why are fares going up?

It’s part of TfL’s long-term strategy to get the network back on a more stable financial footing following the ravages inflicted by the pandemic and lockdowns. The organisation is seeking to generate £6 billion a year in fare revenue over the next few years, a 40 percent increase.    

Any other bad news for Londoners?

Naturally. London commuters can expect a similar price increase for TfL fares this time next year as well. Oh, and restrictions on over-60s  travelling for free before 9am that was introduced during the pandemic is now being made permanent, supposedly generating an extra £40m a year in revenue.

Full details of TfL fares can be found here . 

London rail and tube strikes through February and beyond .

Two out of five trains in London were disrupted last year .  

Been there, done that? Think again, my friend.

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Silvertown and Blackwall tunnels user charge

The Silvertown tunnel will open in 2025 and will help reduce congestion and deliver faster, more reliable journeys in east London, including new public transport connections.

In preparation for the tunnel opening, we want to hear your views about:

• Our proposed charge levels, and
• Our proposed discounts and exemptions for the Silvertown and Blackwall tunnels

You have until Tuesday, 3 September 2024 to give us your feedback.

Plans for the Silvertown Tunnel were first developed in 2012. When it opens in 2025, the new tunnel will help reduce congestion and deliver faster, more reliable journeys in east London, making travel times up to 20 minutes quicker. There will also be a significant increase in bus services across the river and a new bus shuttle through the tunnel for cyclists. To deliver the benefits of the tunnel and cover the construction costs, charges will apply on both the Silvertown and Blackwall tunnels. A supporting package of discounts and concessions will also be made available to make the scheme as green and fair as possible. The video below explains why we are building the Silvertown Tunnel and what we are asking for your feedback on.

Tackling local issues

Local residents and businesses currently face chronic congestion in the area around the Blackwall Tunnel. The Victorian-era tunnel suffers from frequent closures - more than 700 times a year – which results in large tailbacks, poor air quality and millions of hours lost due to drivers being trapped in traffic. The new tunnel linking Silvertown in east London to the Greenwich Peninsula will reduce journey times and help manage air pollution.

Delivering benefits

To deliver the benefits of the tunnel and cover the construction costs charges will apply on both the Silvertown and Blackwall tunnels.

Without these charges, traffic would increase in both tunnels, drivers would continue to experience major delays and air pollution would increase.

The requirement to charge for the tunnels was confirmed in the Development Consent Order (DCO) made by the Secretary of State for Transport in 2018 ( Silvertown Tunnel Order 2018).

Who will pay?

We propose:

• There would be no charge at any time for taxis, blue badge holders, zero-emission capable and wheelchair-accessible private hire vehicles registered with TfL and DVLA-registered minibuses, buses and coaches
• Charges would apply from 06:00 to 22:00, seven days a week. The standard off-peak rate of £1.50 for cars, motorbikes and small vans would apply for the majority of the time for all vehicles registered for Auto Pay
• To manage traffic during the busiest times, peak charges would apply. Peak charges are £1 more than standard off-peak charges for motorbikes and an extra £2.50 for cars and small vans
• These peak charges would apply for four hours northbound in the morning (from 06:00 to 10:00) and three hours southbound in the evening (from 16:00 to 19:00), Monday to Friday

Discounts and supporting measures

To help residents and businesses, and to support people to use new public transport connections , TfL has proposed a package of discounts and concessions to make the scheme as green and fair as possible.

Discounts include:

• A 50 per cent discount for low-income drivers living in east London
• A £1 discount on the standard off-peak charge for small businesses and charities in the host boroughs (RB Greenwich, LB Newham and LB Tower Hamlets)

A complete list of all proposed discounts, exemptions and reimbursements can be found on the ‘Discounts & Exemptions’ tab on this website.

Our green and fair package of supporting measures include:

• New buses - 21 zero-emission buses (at tailpipe) per hour crossing the river at peak times (15 in the Silvertown Tunnel, six in the Blackwall Tunnel) including the SL4 Superloop route
• Free cycle bus provision (at least 12 months) - A regular cross-river cycle shuttle-bus bus service through the Silvertown Tunnel for cyclists, free for at least 12 months
• Bus concession to support local residents (at least 12 months) - Bus concessions, providing free trips to support local residents to use the new cross-river bus services which will run through the tunnel (Route 108, 129 and SL4)
• Cutty Sark - Island Gardens
• Woolwich Arsenal - King George V
• Additional river crossings in east London - This is part of the longer-term plan in east London to improve river crossings. Along with the Silvertown Tunnel, work to extend the DLR from Gallions Reach to Thamesmead is progressing. The ferry crossing from Rotherhithe to Canary Wharf is also being improved, with new vessels being introduced soon

The green and fair package as set out above does not form part of this consultation.

Without a charge for using the tunnels, we would likely see high levels of traffic and congestion, which would lead to detrimental impacts on the environment as well as longer journey times. The revenue from the charges will also help fund the construction, maintenance and operating costs of the Silvertown Tunnel.

The user charge for the Silvertown and Blackwall tunnels will support our delivery of the following benefits:

Better and more reliable journey times for river crossings

• Reduce delays and queues at the Blackwall Tunnel, with journey times typically up to 20 minutes quicker during the peak periods
• Additional network resilience by providing an alternative crossing when the Blackwall Tunnel is closed
• Reduce the environmental impact of traffic congestion on some of London's most polluted roads

More and improved public transport opportunities

• 21 zero-emission buses (at tailpipe) per hour crossing the river at peak times. We will monitor demand and respond accordingly
• Retention of route 108 (Stratford International station to Lewisham station) via the Blackwall Tunnel, extension of route 129 (currently Lewisham to North Greenwich, will be extended to Great Eastern Quay), new route Superloop SL4 (Grove Park to Canary Wharf)
• Bus concessions to provide free trips to support local residents to use the new cross-river bus services which will run through the tunnel (Route 108, 129 and SL4)
• A new cross-river cycle bus shuttle service, free for at least 12 months
• DLR concessions to provide free trips to support local residents making journeys from King George V - Woolwich Arsenal and Island Gardens - Cutty Sark

Environmental and local land use improvements

Our extensive development work has shown the new crossing, user charge and cross-river bus network, will help cut congestion, support sustainable growth of new homes and jobs, while managing air quality.

Further detail on these impacts can be found our user charge assessment framework document and on our Equality Impact Assessment (EqIA).

Charge Level Proposals

Charges would be the same for both the Silvertown Tunnel and Blackwall Tunnel and we propose that most customers would pay a lower off-peak charge for the majority of their journeys.

Charges apply each time a crossing is made between 06:00 and 22:00 every day except Christmas Day.

User charges differ based on:

• Time of day and direction of travel - Only trips made at the busiest times of day and in the busiest direction (06:00-10:00 northbound and 16:00-19:00 southbound) would cost more.
• Day of the week
• Vehicle type
• Whether you qualify for a discount / exemption , for example if you live in east London and are on a low income
• Payment method :
• Auto Pay - For customers registered for Auto Pay this would include off-peak / peak time variations dependent on the direction of travel, meaning most trips would be charged at standard off-peak charges
• Other payment channels (Online, Mobile app or Contact Centre ) - Customers who pay via other channels would pay the peak charges at all times

Discounts and Exemptions

We are proposing the following discounts and exemptions to support certain people or in respect of certain vehicle types and journeys where we consider it is fair and justified to do so.

To jump to the relevant section, click on the links below. For further information on eligibility please see our discounts, exemptions and reimbursements detailed note .

Reimbursements

50 per cent discount for east london low-income residents.

This discount would be for a period of at least three years. To qualify individuals must live within an east London borough and be in receipt of certain benefits.

The proposed eligible benefits are:

• Income Support
• Income-related Employment & Support Allowance
• Income-based Jobseekers Allowance
• Universal Credit
• Pension Credit
• Child Tax Credit
• Working Tax Credit
• Carer’s Allowance and
• Housing Benefit

Residents must live in Barking & Dagenham, Bexley, Bromley, City of London Corporation, Greenwich, Hackney, Havering, Lewisham, Newham, Redbridge, Southwark, Tower Hamlets or Waltham Forest.

£1 business discount on standard off-peak charges

This discount would be for a period of at least 12 months. Eligible small businesses, sole traders and charities based in the host boroughs can register a maximum of three vehicles to receive a £1 discount on standard off-peak charges.

100 per cent Discount

• Recovery and breakdown vehicles
• Vehicles with 9+ seats
• Blue Badge holders - individuals can register up to two vehicles that would be used to travel though Silvertown or Blackwall tunnels. This could be their own vehicle, or one they travel in
• Certain operational vehicles used by the host boroughs
• Zero-Emission Capable and Wheelchair Accessible private hire vehicles (PHVs)

Return to the top of the page

Following vehicles would be exempted:

• Taxis (Black Cabs)
• Emergency services vehicles
• NHS vehicles exempt from vehicle tax
• Vehicles in the disabled tax class
• Military vehicles in use

NHS Patient Reimbursement - NHS patients are eligible for reimbursement if they are clinically assessed as too ill, weak or disabled to travel to an appointment on public transport, and any of following apply:

• Have a compromised immune system (problems with your immune system)
• Require recurrent surgical intervention

NHS Staff Reimbursement

More Information

Further details about the user charge and the procedure which we must follow when setting the charge are detailed in the Charging Policies and Procedures document . The DCO ( Silvertown Tunnel Order 2018 ) requires us to exercise our charging functions in accordance with this document. Our Statement of Charges details the proposed charging policies and procedures for the Blackwall and Silvertown tunnels. More background information on the Silvertown Tunnel can be found here and we have also included Frequently Asked Questions about the proposed changes. We have provided more information to help you respond:

• User charge assessment framework (pdf version) 269.53 KB pdf "Opens in a new tab"
• Discounts, exemptions and reimbursements (pdf version) 277.71 KB pdf "Opens in a new tab"
• Supplementary Information (pdf version) 1.25 MB pdf "Opens in a new tab"
• Equality Impact Assessment (pdf version) 1.88 MB pdf "Opens in a new tab"
• Consultation survey in case you would prefer to reply in writing (pdf version) 394.88 pdf "Opens in a new tab"

The above documents are also available in word version here .

• Silvertown and Blackwall tunnels alignment map 706.59 KB pdf "Opens in a new tab"
• Silvertown and Blackwall tunnels bus routes map 691.67 KB pdf "Opens in a new tab"
• Silvertown Tunnel monitoring and mitigation strategy map 614.87 KB pdf "Opens in a new tab"

Accessible Information

We want to make sure everyone is able to take part in our consultations. To help make it accessible to everyone we have provided:

• Easy read version of the proposals 6.17 MB pdf "Opens in a new tab"
• Easy read version of the survey 3.29 MB pdf "Opens in a new tab"
• Audio version of the proposals 15.01 MB MP3 "Opens in a new tab"
• Audio version of the survey 12.24 MB MP3 "Opens in a new tab"

You can translate the information on this page into another language by using the ‘Select language’ button at the bottom of the page

Connecting with London's deaf community on our consultations

To further enhance how we consult with London's deaf community we offer:

• A British Sign Language (BSL) of our proposals and survey will be available shortly
• A BSL conversation service. This allows the TfL consultation lead to have a two-way BSL translated discussion with a BSL user. To request a BSL conversation please contact us at [email protected] and we will be in contact to arrange a convenient time
• Tell us your views

You can reply by completing our survey, which should take no more than 10 minutes to complete or if you are short on time, you can submit a quick response.

The closing date for comments is Tuesday 3 September 2024.

You can use our question tool during the consultation period. We will respond to your questions as soon as we can.

You can also contact us by email, via our telephone call back service (020 3054 6037) or in writing (FREEPOST TFL HAVE YOUR SAY)

• Submit a quick response
• Ask us a question

Type of conversation:

Consultation

Learn more about Transport for London's types of conversations .

• Consultation opens 10 July 2024
• Consultation closes 03 September 2024

This consultation is open for contributions.

Under Review

Contributions to this consultation are closed for evaluation and review. The project team will report back on key outcomes.

Final report

The final outcomes of the consultation are documented here. This may include a summary of all contributions collected as well as recommendations for future action.

• What is the Silvertown Tunnel?
• Why do we need the Silvertown Tunnel?
• How will the Silvertown Tunnel improve journeys?
• How will the Silvertown Tunnel help residents and businesses?
• Why are Tunnel User Charges necessary?
• What are the proposed Tunnel User Charges Levels for different vehicle types?
• What factors have you considered when setting the proposed level of the Tunnel User Charges?
• What are the Project Objectives for the delivery of the Silvertown Tunnel scheme?
• Will both Blackwall and Silvertown Tunnels be charged?
• When will the user charge levels be confirmed?
• When will the user charges come into effect?
• How will I pay for the user charge?
• I already have an Auto Pay account, will I need to re-register?
• How did you decide on the proposed discounts and exemptions?
• How can I check if my vehicle is exempt or if I will receive a discount?
• Will the charge be payable at all times?
• What is the definition of ‘Low-Income’?
• Will there be any support available for businesses and for local communities to help prepare for tunnel opening?
• What will I need to do to receive the available discounts and exemptions?
• How can I have my say?

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