BIG RED BOOK

Contents

Introduction 6

Frequently asked questions 8

The basics 16

More than just a driver 48

Fourth edition ©2014

Older and disabled passengers 60
For staff use only

Getting help 76

A driver's guide to ticketing 96

The New Routemaster 138

Bus service guide 162

Useful contacts, Glossary and Index 308

6 Introduction Introduction 7

Welcome to the Big Red Book

Welcome to the new edition of the Big Red Book. Its publication What’s new?
marks several big milestones for London Buses: the introduction We have updated the guidance in the book, but can’t cover all
of cash-free travel; the Year of the Bus in which we celebrate the possibilities. Often customers just want to be kept informed, so we
essential contribution bus drivers make to the communities have included some examples of what to say when using your public
within this great city; and the introduction of our newest icon, address (PA) system for this purpose.
the New Routemaster.
We’ve added or changed guidance on the following topics:
The network is performing better than ever before. Last year, our
buses covered 297 million miles, which is the equivalent to 321 Cash-free operation ...............................................Pages 11, 100
return trips to the moon. Every single weekday, around 6.5 million Transfer vouchers............................................................Page 32
journeys are made. In addition, London now has what is considered Cyclists and other vulnerable road users ..........................Page 51
the most wheelchair user-friendly bus network in the world. Using the PA system .......................................................Page 54
Pre-recorded announcements .........................................Page 58
Without drivers and customer assistants, our city would grind to a Travel support card..........................................................Page 67
halt. That is, without YOU, our passengers would not be able to Wheelchairs and mobility scooters .................................Page 72
enjoy a reliable, friendly and professional service. Driver text message options ............................................Page 88
Avoiding conflict .............................................................Page 90
I want to say a personal thank you for your contribution to making Vulnerable passengers ..................................................Page 101
every journey matter. Keep up the good work.
There are also the usual updates on fares and ticketing plus your
new bus service guide (page 162), a glossary (page 312) and an index
(page 318).

Get in touch and we’ll help you if we can

Leon Daniels Text your questions to: 07860 023080*

Managing Director, Surface Transport Email: [email protected]
Transport for London ...and we’ll get back to you.

*Your normal network rate applies

8 BUS SERVICE GUIDE BUS SERVICE GUIDE 9

Frequently
asked
questions

This section provides answers

to issues around:
Cash-free operation
Stopping policy
Serving busy bus stops
Passengers with hidden
impairments
Wheelchair users
Passengers with buggies
10 Frequently asked questions Frequently asked questions 11

Frequently asked questions

This section provides answers to many of the Top questions asked
issues we know you face and passengers tell
1. Why have London’s buses gone cash-free?
us about:
C
 ash use in London has been very low, at around one per cent of
Cash-free operation all journeys by the end of April 2014. By going cash-free, this
benefits you as you won’t have to carry cash, worry about having
Stopping policy enough change, or pay cash in at the end of your duty.

Serving busy bus stops This puts London’s bus service at the forefront of innovation and
you can feel proud to be a part of the biggest fares policy change
Passengers with hidden impairments in over a decade.

Wheelchair users There has been no change to Oyster or to concessionary passes

as part of going cash-free.
Passengers with buggies
I  n December 2012, we introduced acceptance of contactless
There are more detailed answers to these issues further on in the payment cards (CPCs) on our bus services. In 2014, we introduced
book but here is a brief summary plus details of where to find a ‘one more journey’ feature on Oyster. Also, we are extending
more information. acceptance of CPCs to other services and introducing capping to
further encourage their use as an alternative to cash payments.

 assengers who turn up and attempt to pay with cash should be

P
asked if they have another way to pay for travel. If they have no
alternative method of payment, you should politely refuse to let
them travel on your bus unless you feel they could be vulnerable.

See ‘A driver’s guide to ticketing’, page 100.

12 Frequently asked questions Frequently asked questions 13

2. Why should I pick up passengers if they don’t put 4. How do I know if a passenger has a hidden
their hand out at the bus stop? impairment?

S  ome passengers may not know they need to put their hand out N
 ot all impairments can be seen, so never make assumptions
or they might be visually impaired, making it difficult for them to and do not question anyone’s entitlement to a disabled person’s
know which bus they should flag down. Whether it is day or Freedom Pass. For example, they may have a hearing impairment,
night, if there is someone at the bus stop, you have to stop. If in mental health issue or a learning disability.
doubt, stop. If you are sure nobody is waiting for your bus, or
wants to get off, you can keep going.  e are working with organisations supporting people with
W
learning disabilities to promote the use of the travel support card
See ‘The basics’ page 22. for those people who may be left stranded due to cash-free
operation. Please look out for passengers with this card.

3. Do I have to stop more than once at busy bus stops? See ‘Older and disabled passengers’, page 67.

You may need to. Older passengers or those with mobility or visual
impairments frequently tell us that it is hard for them to board
their bus at busy bus stops. Often, this is because buses pull up
behind others already at the stop, which may be some distance
from where passengers are waiting.

You must always make sure that passengers who want your bus
have an opportunity to board before you pull away. Do not move
off or pull around other buses in front of you until you have
checked to see all passengers waiting for your bus have boarded.
This may mean you need to pull up to the bus stop flag/post.

See ‘The basics’ page 22.

14 Frequently asked questions Frequently asked questions 15

5. What do I do if there are people or buggies in the 6. What do I do if a passenger wants to board with a
wheelchair area and a wheelchair user wants to board? buggy and there are already buggies on board?

Wheelchair users are to be given access to the wheelchair priority Generally, it is safe to have two unfolded buggies in the
area even if it is occupied by other passengers or buggies. Use the wheelchair priority area depending on their size. However, there
iBus automated announcement to make it clear that the is no fixed rule on the maximum number of buggies allowed
wheelchair priority area is needed. because every situation is different – it depends on the size of
the buggy, the space available and how full your bus is. Only ask
Sometimes it is possible for a wheelchair and an unfolded buggy passengers to move or fold their buggy down if the space is
to share the wheelchair priority area. It would be helpful to explain needed by a wheelchair user or if it will cause an obstruction.
this to the wheelchair user and buggy owner, as they will be There is no restriction on the number of folded buggies as long
happier with that outcome and you will feel more in control of the as they will fit and do not block the gangway.
situation. You should allow this, provided the wheelchair user is in
the correct position. If part of the buggy extends into the gangway, See ‘The basics’, page 38.
that is allowed provided the gangway is not blocked.

If a buggy owner already on the bus is willing to get off to provide
more space for another buggy or wheelchair user, you should issue If there is anything that you want to know, that is not
a transfer voucher to allow them to travel on another bus. covered here, send a text to: 07860 023080*, or email
[email protected] and we’ll get back to you.
See ‘The basics’, page 38.

*Your normal network rate applies

16 BUS SERVICE GUIDE BUS SERVICE GUIDE 17

The basics

19........... A typical journey

28........... If your journey is diverted
33........... What can you allow on board?
38........... Buggies
40........... Using your Mobile Data
Terminal (MDT)
18 BUS SERVICE GUIDE BUS SERVICE GUIDE 19
18 The basics The basics A typical journey 19

The basics A typical journey

They may be called the basics, but the Before you leave the garage…
everyday tasks that you carry out are 1. Complete your walk around checks and make sure your
essential for ensuring our passengers wheelchair ramp is working. If there is a problem with the
ramp you must report it and it should be repaired or your bus
have a safe and reliable journey, every substituted before you leave the garage.

time they travel by bus.

Take pride in your contribution to the

communities you serve, and make sure
that every journey is as good as it
possibly can be.
20 BUS SERVICE GUIDE BUS SERVICE GUIDE 21
20 The basics A typical journey The basics A typical journey 21

2. Remember to sign on your electronic ticket machine (ETM) module 3. Do not chat to anyone (including colleagues) or allow yourself to
and check your ticketing equipment is working. If it is not, report any be distracted while driving. If a passenger asks you a question,
faults as soon as possible. explain you will answer their question when you have stopped.

3. You also need to make sure your iBus and MDT are working. Visual 4. Make sure all the destination blinds on your bus are set correctly
and audio announcements on iBus make it much easier for disabled and are easy to read for each journey. If it is dark, the blinds must
passengers, as well as those less familiar with the network, to use the be lit. This will be automatic on most new buses, when the side
buses. This is why you must make sure iBus is switched on at all times, and head lights are switched on, so please check before the start
unless you have been authorised not to by your service controller due, of your trip. If the lights are not working, report this to your garage.
for example, to the direction of travel not correctly updating.
5. Keep your dashboard clean and clear.
Having iBus on also means passengers will ask you fewer questions.
Please report any faults with iBus as soon as possible via your service
controller, so we can get them fixed.

4. You should be smartly dressed in your company’s uniform and must

not wear your hi-vis jacket while driving. This will not only promote a
smarter image, but ensure that you stay safe by deliberately putting
on a hi-vis when needed in operational areas.

On the road…
1. Always drive with the safety and comfort of your passengers in mind.

2. You must not eat, drink or smoke (including electronic cigarettes),

use a mobile phone or listen to headphones or a radio while driving
or in charge of the bus.
22 BUS SERVICE GUIDE BUS SERVICE GUIDE 23
22 The basics A typical journey The basics A typical journey 23

As your bus reaches the stop… 5. If something is delaying you from reaching the stop, you can let
passengers off, providing it is safe to do so. Use your PA system to
1. Keep an eye out for intending passengers at all times. You must let your passengers know. If possible, ask them to leave using the
stop to pick up anyone waiting to board your bus: front doors so you can make sure they are safe. This will be
appreciated by passengers and will help avoid conflict.
No matter what kind of stop it is (red or white stop flag)
Whether they have put their hand out or not 6. If an older or disabled passenger wishes to leave your bus via the
Any time, day or night front door, on two-door buses, you should allow it as this may be
easier and safer for them.
The reason for this is that people with visual or other hidden
impairments or visitors to London may not know they have to 7. Make sure all the passengers who want to get off are safely clear of
put their hand out or may not be able to. your bus before you close the doors.

2. Look and listen out for passengers intending to get off. Ideally they 8. Check to see where there is space on your bus. On a double deck
will let you know they wish to get off by ringing the bell but be bus, if there are seats on the upper deck encourage passengers to
prepared to stop in case they do not. go upstairs by playing the pre-recorded iBus announcement or use
your PA system (for help on what to say, see page 54). If your bus
If in doubt, stop. If you are sure no one wants to get on or off you begins to fill up with standing passengers, ask them politely to
can keep going. move down using the pre-recorded iBus announcement or your
PA system.
3. You must always pull in close to the kerb at bus stops wherever
possible. Before you open the doors, assess whether passengers
will need you to kneel the bus, especially if they have to step up on
to the platform. Please kneel the bus if someone asks you.

4. Make sure you stop within the bus stop road markings and move
forward to pick up passengers if it is a large stop for more than one
bus. You must not move off or pull around other buses until you are
sure you have picked up all your passengers.
24 BUS SERVICE GUIDE BUS SERVICE GUIDE 25
24 The basics A typical journey The basics A typical journey 25

9. Before moving off, make sure all passengers who boarded are 2. If you are shown a printed ticket, you should check for the following:
sitting down or holding on safely, especially those who are older,
disabled or with young children. TfL roundel
and 'Bus Pass'
10. Be prepared to give a little extra time or help if a passenger needs or 'Travelcard'
it. This could include writing things down, confirming they are on
the right bus or facing them so they can lip read. Expiry date

Some passengers may show you the travel support card, which
explains that they need some additional help (for more information,
see page 67).

Questions from passengers…

Checking tickets…
1. If you are asked a question like 'Where does this bus go to?'
1. If an Oyster card or contactless payment card is used, listen for the or 'Do you go past a Tube station?’ do your best to answer
beeps and check the information on your ticket machine. in a polite and helpful way.

Letting passengers off the bus…

1. You must pull up close enough to the kerb so all passengers
can step from the bus directly on to the pavement. If you have
a wheelchair user on board you must pull into the kerb so the
Adult Sing £1.45 deducted
£8.55 Remaining ramp can be extended correctly. You may use a different part
of the kerb if the bus stop is blocked or the ramp does not
extend correctly.
26 BUS SERVICE GUIDE BUS SERVICE GUIDE 27
26 The basics A typical journey The basics A typical journey 27

Hail and Ride routes… When you are at a bus station…

1. On Hail and Ride routes with no fixed bus stops you should only 1. These are the main things to remember:
stop where it is safe to do so. Avoid grass verges, street corners
and bends in the road where your view is limited or where you Switch off your engine
could block other road users. Wear your hi-vis jacket in and around the operational parts of
the bus station
2. If you cannot stop where a passenger has hailed you or asked Walk on designated walkways
you to let them off, politely explain the reason when it is safe to Report spillages, accidents or damaged surfaces to our TfL staff
do so. Comply with requests from the bus station controller (BSC)
Be considerate to other bus drivers

When you are at a bus stand…

1. You must switch off your engine. Leaving it running wastes fuel,
is a noise nuisance and damages health. London borough officers
may also issue you with an on-the-spot penalty.

2. Check for any passengers remaining on your bus as you do your

walk around checks and, if there are, politely ask them to leave.
If they appear to be lost, vulnerable or distressed, or you do not
feel comfortable about the situation, call Code Red immediately.
28 BUS SERVICE GUIDE BUS SERVICE GUIDE 29
28 The basics If your journey is diverted

If your journey is diverted

Diversions
1. Check at the garage for any planned diversions at the start of your
duty and make sure you are familiar with the revised route. For
unplanned diversions in service, always contact your service
controller and follow their instructions. If you are unsure where
to go, call CentreComm using Code Red.

2. For both planned and unplanned diversions you must tell your
passengers what is going on. Use the PA system to keep them
informed. Do not rely on iBus as we are not always able to update
the onboard next stop information.

For more help with using the PA system, including what to say and
when to say it, see page 54.

3. On diversions, you must serve all bus stops if passengers want

to get on or off.
30 BUS SERVICE GUIDE BUS SERVICE GUIDE 31
30 The basics If your journey is diverted The basics If your journey is diverted 31

If your bus breaks down or is curtailed 3. Issue a transfer voucher to each passenger who used Oyster pay
as you go or a contactless payment card and needs to transfer to
1. Use the pre-recorded iBus ‘change of destination’ message. another bus. Remind those passengers not to touch in on the
This will also ask passengers who have used Oyster pay as you next bus.
go or a contactless payment card to see you to collect a transfer
voucher. This will allow them to transfer on to another London 4. Try to make sure all passengers are transferred to another bus. Keep
bus service going the same way at no extra cost. a special lookout for disabled passengers or those who may need a
little extra help from you (such as older people or tourists).
2. You can use the PA system to apologise and to tell your passengers
that you will help them on their way as soon as possible. For more help on what to say over the PA system, see page 54.

461 via Station

32 BUS SERVICE GUIDE BUS SERVICE GUIDE 33
32 The basics If your journey is diverted The basics What can you allow on board? 33

ADULT / FARE OTHER OTHER PASS

CHIL D VIEW TICKETS PASSES

What can you allow on board?

7 8 9
How to issue a transfer
4 5voucher…
6 Say yes to:
1 2 3
On your ETM, press button twice 0 C toENTER
access ‘driver functions’ then 1. Guide dogs (including puppy walkers training new guide dogs) and
select the curtailment option. Issue as many transfer vouchers as other assistance dogs (helping people with, for example, autism,
necessary to those who ask for one. epilepsy or a hearing impairment) – you must allow them on board,
and there is no limit to the number of assistance dogs you should
allow on (see page 66.)
How to deal with a transfer voucher…
If you are given a transfer voucher by a boarding passenger, check it is
valid – issued today, not more than 60 minutes ago. These can be
used on any London bus service going the same way. Provided it is
valid, tear the voucher completely in half and return both halves to
the passenger.
34 BUS SERVICE GUIDE BUS SERVICE GUIDE 35
34 The basics What can you allow on board? The basics What can you allow on board? 35

Say yes to: Say yes to:

2. Other dogs and inoffensive animals – only refuse them if they are 3. Bicycles that fold up and can be carried.
dangerous, and use your discretion if you are asked to carry more
than one per deck. Dogs should be under control and on a lead.
All dogs may travel on any deck of the bus.

4. Oxygen cylinders, which passengers may need for

medical reasons.
36 BUS SERVICE GUIDE BUS SERVICE GUIDE 37
36 The basics What can you allow on board? The basics What can you allow on board? 37

Say no to:
1. Open bottles or cans of alcohol.

2. Open containers or those leaking fluid, such as open tins of paint

or open food containers.

3. Anything hazardous or inflammable, such as petrol cans.

4. Unfolded bicycles.

5. Other items including:

Anything likely to cause injury or offence
Items more than two metres long
Anything one passenger cannot carry by themselves
Electronic cigarettes being used on the bus

If you decide you cannot allow something on board, apologise and

politely explain why.
38 BUS SERVICE GUIDE BUS SERVICE GUIDE 39
38 The basics Buggies The basics Buggies 39

Buggies
We know the number of people with buggies wanting to travel on your 4. If a buggy owner already on the bus is willing to get off to provide
bus can be difficult to manage sometimes. The following guidelines are more space for another buggy or wheelchair user, you should
designed to help you cope with these situations. issue a transfer voucher to allow them to travel on another bus.

Passengers with single buggies should board by the front door only. Dealing with double or large single buggies
However, if they wish to board by the middle door because their buggy
is too large to use the front door they must ask your permission first. Passengers with double or large single buggies can board by the
Users will still need to touch their Oyster card/contactless payment centre doors, as it is too difficult for them to get on at the front.
card or show you a valid ticket. Passengers must ask your permission first and users will still need
to touch their Oyster card/contactless payment card or show you
a valid ticket.
When there is more than one buggy
1. Generally, it is safe to have two unfolded buggies in the wheelchair
priority area depending on their size. However, there is no fixed
number of buggies allowed because each situation is different –
it depends on the size of the buggy, the space available, and how
full your bus is.

2. Sometimes it is possible for a wheelchair user and an unfolded

buggy to share the priority area. It would be helpful to explain this
to the wheelchair user and buggy owner, as they will be happier with
that outcome and you will feel more in control of the situation. You
should allow this provided the wheelchair user is in the correct
position and the buggy does not block the gangway.

3. Only ask passengers to move or fold down their buggy if the

unfolded buggy is unable to share the wheelchair priority area
with a wheelchair user or if it will cause an obstruction. Do not
move off until they are safely repositioned.
40 BUS SERVICE GUIDE BUS SERVICE GUIDE 41
40 The basics Using your MDT The basics Using your MDT 41

Using your Mobile Data Terminal

Make sure your MDT logs on at the same time as your ETM. It is 1. Enter a route variant.
important you log on to your ETM correctly using the details on your
duty card. This ensures your journeys can be tracked and appear on
passenger Countdown signs as well as the live bus departures Press the
website/mobile phone apps. button
next to
If you need to sign on to the iBus MDT separately from the ETM, 'Route
enter your details as below: variant'

2. Select where your journey starts and where it ends.

Press the
button
next to
the correct
Remember when you are running out of service to/from the start and
end point Scroll up
garage, you must log off from your MDT to ensure mileage is or down to
recorded correctly and your bus does not appear on passenger select the
Countdown signs and the live bus departures website. required
journey

You may also need to use the following process to ensure your MDT
is fully operational and you have proper radio communications with 3. Then do the same when you enter the details for
your garage. your return trip.
42 BUS SERVICE GUIDE BUS SERVICE GUIDE 43
42 The basics Using your MDT The basics Using your MDT 43

Driver-entered curtailments
If you need to enter a curtailment, proceed as follows. After a short
while you will get a confirmation screen:

Press the
Journey key
to display
the journey
options

Press the Press the

Scroll up or
Curtailments button next
down to select
key for the to the
the required
curtailment curtailment
curtailment
options to confirm

Acknowledge the instruction as shown on page 44, or select ‘x’

if there is a mistake and the service controller needs to reset the
instruction for you

When acknowledged, the destination announcement will change

44 BUS SERVICE GUIDE BUS SERVICE GUIDE 45
44 The basics Using your MDT The basics Using your MDT 45

Curtailments by service controller Using pre-recorded announcements

Curtailments by a service controller are shown to you as an
instruction (and the authorisation code will be given over the radio):

Select the
Interior
Sign menu

Scroll up or down until Press the

the announcement you button next
want is shown to the
announcement
Acknowledge the
that you wish
instruction, and only press
to play to your
'x' if there is a mistake
passengers

For more on this topic, see pages 54 and 58.

46 BUS SERVICE GUIDE BUS SERVICE GUIDE 47
46 The basics Using your MDT The basics Using your MDT 47

Low bridge warning alarm

When you are logged on to the MDT it will warn you about any low
bridges in the area around your bus. This will be given as an audible
warning alarm. If you hear the alarm, or see the information shown
below on your MDT screen, make sure you check the height of any
bridge you are approaching – especially if you have been asked to
go on diversion.
48 BUS SERVICE GUIDE BUS SERVICE GUIDE 49

More than
just a driver

51........... Cyclists and other vulnerable

road users
54........... Using the PA system
58........... Pre-recorded announcements
 BUS SERVICE GUIDE 51
50 More than just a driver More than just a driver Vulnerable road users 51

Cyclists and other vulnerable

More than just a driver road users
This section gives you guidance There are many more cyclists using London’s roads and you should
take special care to ensure you are aware of cyclists, pedestrians and
about how you can do more than other vulnerable road users at all times. Look out for Barclays Cycle
the basics and provide a Superhighways, Barclays Cycle Hire users and less experienced
cyclists across the Capital.
professional service to be truly
1. Give all cyclists space as you overtake (at least about half the
proud of. width of your bus, or 1.2 metres) and ensure the whole bus is
clear of the cyclist before you pull back in. Do not cut in on
cyclists as you approach bus stops or road junctions. It is often
Buses carry more passengers than safer to hold back for a few seconds and wait for cyclists to go
past a stop or through a road junction. Overall, this will not
the Tube, making it an essential impact on your schedule.

service for the Capital. Your actions

show our passengers that every
journey they make matters to us.
52 BUS SERVICE GUIDE BUS SERVICE GUIDE 53
52 More than just a driver Vulnerable road users More than just a driver Vulnerable road users 53

4. Watch out for pedestrians and keep your speed low. Use dipped
headlights, especially in contraflow bus lanes and central areas,
such as Oxford Street, Piccadilly or within bus stations. Your
company procedures may ask you to use dipped headlights at
all times.

5. If you are driving a hybrid or electric bus, keep a special lookout
for children, older and disabled people – especially visually
impaired people – as your bus will be quieter than other buses
and they may not be aware that you are there.

6. During school times, keep a special lookout for children and

young people at or near schools or in built-up areas.

7. At road junctions, be aware of other large vehicles such as

lorries. Like buses, they need a wide area to turn.

8. Remember, taxis can use bus lanes so be prepared to stop if they

are picking up or setting down passengers.

2. Do not stop in the advanced stop box (ASB). It must be left clear
for cyclists. The police may issue a fixed penalty fine as well as
three penalty points on your licence.

3. Watch out for motorcyclists. They can also use certain bus lanes.
54 BUS SERVICE GUIDE BUS SERVICE GUIDE 55
54 More than just a driver Using the PA system More than just a driver Using the PA system 55

Using the public address system

It is important to keep passengers informed, especially when things The benefits to you are:
go wrong, as this helps them and reduces hassle for you. The PA
system is the best way to do this. You can stay in the cab and talk to all your passengers at once

You can also use the PA system together with the pre-recorded iBus You feel more in control of the situation
messages to help you move passengers down the bus or out of the
wheelchair priority area. Passengers see you as a professional

You will be asked fewer questions

The benefits to your passengers are:

It gives them back control of their journey and allows them
to make alternative plans

It makes them feel safer

They can let other people know they may be delayed

PA button

Here are some simple guidelines to help you:

You will usually need to give your passengers advanced warning of
disruption. For example, on a diversion tell them at least twice what 1. Before you speak, close the doors so people can hear you.
is happening; first, a few stops before the start of a diversion and
again at the stop closest to the start of the revised route. 2. Think about the information you need to tell your passengers
and the best place to tell them – write down a few key points if
you need to and keep the message short and simple.
56 BUS SERVICE GUIDE BUS SERVICE GUIDE 57
56 More than just a driver Using the PA system More than just a driver Using the PA system 57

3. Make sure you are looking up and facing the microphone. Start Some drivers worry because English is not their first language or
with something like ‘This is your driver speaking’, ‘Good morning/ they do not feel comfortable using the PA system. Remember,
evening’ or ‘Attention please’. many passengers also do not have English as a first language but
everyone will appreciate your efforts in giving them information to
4. Speak slowly and clearly and do not use jargon such as RTA (road help them on their way. Just think about what you need to say and
traffic accident). speak slowly and clearly.

A suggested announcement might be: ‘This is your driver speaking.

I am pleased to tell you that Westminster station has now
re-opened and Tube services on the District and Jubilee lines
are back to normal. Thank you.’

Another suggested announcement might be: ‘Attention please.

The next bus stop for Southwark Tube station is closed due to
roadworks. You may leave the bus here if you wish. Our next stop
will be Stamford Street. Thank you.’

5. Practice when nobody is on the bus.

You can also try a non-urgent message such as: ‘Attention please.
This bus will terminate at the next stop. Please take your
belongings with you. Thank you.’

This will give you the confidence to use the PA system when you
need to.
58 BUS SERVICE GUIDE BUS SERVICE GUIDE 59
58 More than just a driver Pre-recorded announcements More than just a driver Pre-recorded announcements 59

Pre-recorded announcements
As well as the PA system, iBus can help you communicate with your The pre-recorded announcements on iBus are:
passengers. You can use pre-recorded iBus announcements to let
passengers know about stop closures or a change of driver. Also, you Bus terminates here. Please take your belongings with you
can ask them to move down the bus or out of the wheelchair priority
area, among other things. If your bus is busy, you can also let them Bus on diversion. Please listen for further announcements
know that seats are available on the upper deck.
Change of destination. Listen for more information
The pre-recorded iBus announcements also help in situations where
conflict might occur. For example, if you suspect antisocial behaviour The next bus stop is closed
or unwanted sexual attention on your bus, play the announcement
‘CCTV is in operation on this bus’. Can passengers please clear the wheelchair priority area

For information on how to use your MDT to play these Seats are available on the upper deck
announcements, see page 45.
Please move down inside the bus

No standing on the upper deck or stairs

CCTV is in operation on this bus

Smoking is not permitted on London's buses

For your child’s safety please remain with your buggy

Bus will wait here while drivers are changed

This list may change from time to time, and the addition of the buggy
safety message has been made following requests from drivers. So
please check your MDT and look out for notices in your garage.
60 BUS SERVICE GUIDE BUS SERVICE GUIDE 61

Older and
disabled
passengers

64........... Visually impaired passengers

65........... Passengers with hearing aids
66........... Assistance dogs
67........... Travel support card
68........... Boarding procedure for
wheelchair users
62 BUS SERVICE GUIDE BUS SERVICE GUIDE 63
62 Older and disabled passengers Older and disabled passengers 63

Older and disabled passengers

Following the guidelines below will help all 6. If an older or disabled passenger wishes to leave your bus via the
your passengers, especially those who are front door, on two-door buses, you should allow it as this may
be easier and safer for them.
older or disabled:
7. If you are driving a hybrid or electric bus, keep a lookout for older
1. You must pull in close to the kerb at bus stops wherever and disabled people – especially visually impaired people – as
possible. Before you open the doors, assess whether or not your bus will be quieter than others and they may not be aware
kneeling the bus will help your passengers, especially if they that you are there.
have to step up on to the platform.

2. You must also kneel the bus:

If someone asks
You can see somebody needs it

3. Older and disabled passengers may need more time to board;

kneeling the bus will help. For their safety, please be patient and
make sure they are holding on or are seated before you move off.

4. Remember, not all impairments can be seen, so never make

assumptions and do not question anyone’s entitlement to a
disabled person’s Freedom Pass. For example, they may have a
hearing impairment, mental health issue or a learning disability.

5. Be ready to offer help. This could be something as simple as

writing things down, giving some passengers a little extra time
or facing them so they can lip read.
64 BUS SERVICE GUIDE BUS SERVICE GUIDE 65
64 Older and disabled passengers Visually impaired passengers Older and disabled passengers Visually impaired passengers 65

Visually impaired passengers

Visually impaired passengers need you to pull in close to the kerb Let a visually impaired person know where there is a seat and
and kneel the bus. how far away it is from where they are standing – for example,
‘There’s a seat on your right or left about three steps in front of
If someone with a visual impairment boards your bus, let them you’, rather than ‘Over there’, and give them time to get to a seat
know the route number of your bus and where your bus is going,
as they board. Although iBus announces the destination, it will Blind and partially sighted people with guide dogs do not need to
only do so once the passenger is on board, so it can be reassuring show a concessionary ticket or validate a Freedom Pass
to hear you say it first

Ask where they are going so you can tell them when you reach Passengers with hearing aids
their stop. Some blind people use a white cane, but not always.
Passengers who are blind and deaf may use a white cane with red Most modern buses are fitted with a T-loop, which amplifies the
stripes sound for passengers with hearing aids. If your bus is fitted with a
T-loop there will be a sign near the cab and you should advise
passengers using a hearing aid so that they can select the ‘T’
position on their hearing aid. The T-loop operates in the driver’s
cab area and the area around the wheelchair priority space
66 BUS SERVICE GUIDE BUS SERVICE GUIDE 67
66 Older and disabled passengers Assistance dogs Older and disabled passengers Travel support card 67

Assistance dogs Travel support card

Assistance dogs are specially trained to help disabled people travel We provide a travel support card which passengers may show you
more independently. As well as guide dogs for blind and partially
sighted people other assistance dogs help people with, for example, Inside the card is a space for people to write down a short
autism, epilepsy or a hearing impairment. All assistance dogs are message that will ask you for help. It has been made clear to
welcomed on to London’s buses. Look out for their distinctive jackets users that you are not expected to get out of your cab to do this
or harnesses and be patient and ready to offer help when boarding.
The card can be used by any older or disabled passenger but is
mainly aimed at people with communication difficulties or who
might lack confidence in asking staff for help

An example of what the card might be used for and what it looks
like is shown below

How you can help me: My name is:

Please tell me if I’m Simon Brown

My emergency contact number is:
on the right bus for
07123 456789
Victoria Station?
This is not a ticket and does not entitle the holder
Thank you. to any discount.

As long as there is space, there is no limit on the number of We are working with organisations supporting people with learning
assistance dogs you can allow and they may travel on any deck disabilities to promote the use of the travel support card for those
of the bus. people who may be left stranded due to cash-free operation. Please
look out for passengers with this card.
Sometimes it is easier for an assistance dog owner to use the seats
by the wheelchair priority area so the assistance dog can sit in that
area. You should allow this and ask buggy owners or wheelchair
users to share the space.
68 BUS SERVICE GUIDE BUS SERVICE GUIDE 69
68 Older and disabled passengers Boarding procedure… Older and disabled passengers Boarding procedure… 69

Boarding procedure for

wheelchair users
Wheelchair users are to be given access to the wheelchair priority 5. Let other passengers off then close the centre doors and extend
area even if it is occupied by buggies and other passengers. the ramp. Reopen the centre doors and let the wheelchair user
on. You must make sure they have their back to the backrest and
Remember it is often stressful travelling on the bus if using a their brakes are applied or motor disengaged if they have one.
wheelchair as there are a number of challenges to overcome. Give the wheelchair user the time they need to position
Your professionalism and patience will help wheelchair users themselves safely.
feel confident about travelling independently.
6. Now you can open the front doors to let other passengers on.

When there’s a wheelchair user at a bus stop Drivers of the New Routemaster should see page 148 for the
wheelchair boarding procedure for their bus.
1. You must pull in close to the kerb and ensure your bus is not
parked where obstacles on the pavement such as litter bins or
railings will obstruct the ramp. Letting the wheelchair user off the bus
2. Acknowledge the wheelchair user. Listen out in case the wheelchair user tells you where they’re
going. If not, listen and look for the distinctive bell and
3. You must keep the front doors closed on two-door buses. This dashboard light
ensures the wheelchair user is given priority access and can
board in safety and comfort. Let the wheelchair user off the bus using the same procedure
for boarding
4. Check the wheelchair priority area is free. If not, play the
pre-recorded iBus message asking for passengers to make The most important things to remember are to pull as close
room or use your PA system. into the kerb as you can and to keep the front doors closed on
two-door buses. This ensures the wheelchair user can leave the
bus in safety and comfort and helps the ramp extend correctly.
Be prepared to move to a different part of the kerb if this helps
the ramp to extend properly
70 BUS SERVICE GUIDE BUS SERVICE GUIDE 71
70 Older and disabled passengers Boarding procedure… Older and disabled passengers Boarding procedure… 71

What if people don’t make room? What do I do if the ramp fails…

You must ask passengers to move. Use the iBus pre-recorded …while I am in service?
message at first. Remember, the wheelchair priority area is the only
place wheelchair users can travel safely. If other passengers seem If the ramp fails after you have left the garage, your bus can be kept
unwilling to make space for a wheelchair user: in service but you must contact your garage immediately so they can
Use the PA system to explain that the wheelchair priority area is sort out the problem as soon as possible.
the only safe place for wheelchair users to travel
It can be stressful travelling with children in buggies, so be polite
as this is more likely to get passengers to cooperate …when the wheelchair user is on board?
Sometimes it is possible for a wheelchair and an unfolded buggy
to share the priority area. It would be helpful to explain this to Reposition your bus and try again as the ramp may be blocked by the
the wheelchair user and buggy owner, as they will be happier with pavement or something on it. If this does not work, contact your
that outcome and you will feel more in control of the situation. garage for advice. Some wheelchair users may decide to try to leave
You should allow this provided the wheelchair user is in the the bus without the use of the ramp, and it may help them if you
correct position and the buggy is not blocking the gangway kneel the bus. Talk to the wheelchair user and work out the best
Explain you’ll give them the time they need to move or fold down option for them but do not put yourself or the wheelchair user in
their buggy and do not move off until they are safely repositioned danger. Other passengers may be willing to help but always discuss
If a buggy owner already on the bus is willing to get off to provide this with the wheelchair user first.
more space for another buggy or wheelchair user, you should issue a
transfer voucher to allow them to travel on another bus (see page 32)
…and I have to evacuate the bus with a wheelchair user
If passengers are unwilling to move, despite your request, do not on board?
make them leave the bus:
Explain to the wheelchair user they will need to catch the next Evacuate all other passengers first and then call Code Red,
bus and the reason why. Do not close the doors and move off explaining you have a wheelchair user on your bus. If the situation
until you have done this becomes dangerous and you need to get the wheelchair user off
If the wheelchair user has to wait, contact your garage so the before help arrives, you must ask what help the wheelchair user
driver of the next bus can be made aware needs before you attempt to move them. Get help from your
passengers or other people nearby, if needed.
72 BUS SERVICE GUIDE BUS SERVICE GUIDE 73
72 Older and disabled passengers Boarding procedure… Older and disabled passengers Boarding procedure… 73

Which wheelchairs and mobility scooters are The Mobility Aid card is very helpful but wheelchair and scooter
allowed on the bus? users that fit may not have one. For passengers without a Mobility
Aid card, follow these guidelines to help you decide whether the
Most manual and electric wheelchairs will fit into the wheelchair priority mobility aid can fit:
area on London’s buses. These, plus the user, will generally weigh less
than the usual maximum amount acceptable for most of the ramps
fitted to London’s buses (300kg). Some buses have ramps that can take
a greater weight – always check the limit for your bus. Motorised mobility
scooters are different and only the more compact designs will fit into
the wheelchair priority area. Use your discretion and allow this where
possible. Some types of mobility scooter are too large to fit (for example,
those with front and rear lights and hazard warning lights).

We have introduced a Mobility Aid card for users whose wheelchairs and Nearly all manual Nearly all electric
mobility scooters will fit, please look out for these when presented. wheelchairs will fit wheelchairs will fit

Mobility Aid

If you refuse a mobility scooter because you think it will not fit, tell the
user about the Mobility Aid card. They can find out more on our website
at tfl.gov.uk. Wheelchair and mobility scooter users travel free on Compact mobility Large mobility scooters
London's buses. They do not need to have or show a concessionary scooters may fit cannot be carried
ticket or validate a Freedom Pass.
74 BUS SERVICE GUIDE BUS SERVICE GUIDE 75
74 Older and disabled passengers Boarding procedure… Older and disabled passengers Boarding procedure… 75

Mobility walkers and shopping trolleys

Some passengers using wheeled mobility walkers or shopping
trolleys to assist with their mobility may ask to use the centre doors
and ramp to enter and leave the bus. This is because it is the safest
and easiest way for them to do so.

Extend the ramp if a passenger with a mobility walker or shopping

trolley asks you or kneel the bus if this helps.

The user should stay with their mobility walker or shopping trolley.
76 BUS SERVICE GUIDE BUS SERVICE GUIDE 77

Getting help
79........... CentreComm
88........... iBus pre-loaded SMS text
messages
90........... Should the worst happen
93........... Radio use during
major incidents
94........... Counter-terrorism
78 BUS SERVICE GUIDE BUS SERVICE GUIDE 79
78 Getting help Getting help CentreComm 79

Getting help CentreComm

We understand things don’t always CentreComm is London Buses’ emergency command and control
centre. Working side-by-side with the Metropolitan Police Service, it
run smoothly but we will do operates 24 hours a day, seven days a week to monitor and support
everything we can to ensure you the bus network.

are safe at work.

CentreComm helps you by:
Managing your emergency calls and making sure the right help
If things do go wrong, CentreComm gets to you
can get you help fast. This section
Working with the emergency services, other London Buses’ staff,
contains details of the support your company and you to ensure the service is safe and secure at
all times
services available as well as
information to keep you safe Monitoring more than 1,400 traffic cameras across London to
help bus drivers in trouble and identify potential problems, with
and secure. access to others

Diverting buses when there are problems ahead

Receiving and dealing with accident and crime reports

Working closely with the London Streets Traffic Control Centre

to make sure buses are given priority when things go wrong

Working closely with the police to share information and prevent

future problems by identifying trouble hotspots
80 BUS SERVICE GUIDE BUS SERVICE GUIDE 81
80 Getting help CentreComm Getting help CentreComm 81

Call Code Red when Call Code Blue when you need
you need emergency to report an incident that does
help, for example, if: not require immediate help,
for example:
You or your passengers are threatened or in danger from a violent
passenger or another road user A minor accident where no one is hurt. You should exchange
A passenger is hurt or taken ill on your bus details with the other party and continue your journey
A passenger tells you they have been a victim of crime, such as
theft or unwanted sexual attention Your bus has broken down, but other traffic can get past
There is a disturbance on or off your bus – a fight, pickpockets,
ticket fraud or other antisocial behaviour Traffic light failure
There is an argument about paying a fare, for example, if
someone wishes to pay using cash and refuses to leave the bus A bus stop or shelter has been damaged
(and is not vulnerable)
Your bus is badly damaged, involved in an accident or broken Something has happened on your bus (like graffiti or etching) but
down and causing an obstruction the people who did it have gone
You see an incident that needs the emergency services, even
if it doesn't involve your bus Someone has parked in the bus stop or bus lane, or a similar
Someone is vandalising your bus problem is making it difficult to continue your journey
The road ahead is blocked or you cannot continue your
journey safely
You have been told to go on diversion and are not sure where to go
If in doubt always call Code Red
Please see page 94 for guidance on dealing with suspicious packages
82 BUS SERVICE GUIDE BUS SERVICE GUIDE 83
82 Getting help CentreComm Getting help CentreComm 83

Getting help fast Your call to CentreComm

CentreComm is the fastest way to get help in an emergency.
Follow these guidelines and you will get help more quickly: You contact CentreComm
and your call is logged
Tell CentreComm what has happened

CentreComm will know where you are but be ready to confirm

your exact location using streets/roads and junctions or local
landmarks to help them or the emergency services to find you CentreComm act on the information that you have provided

You may be asked a few questions by CentreComm. This is

because the emergency services need this information

Use short, clear sentences. Speak calmly and clearly

If you are cleared to go or the problem goes away, call Code Red Ambulance service
Your garage is told what
again to cancel any call for emergency services – this will free is sent if needed
is happening
them up to help other bus drivers
Police are sent if needed
It is important that you tell CentreComm exactly what is happening
when you call Code Red. For example, if a passenger has a knife or is Any diversions are then Fire service is sent
threatening you, say so. Stay where you are and stay in the cab so you broadcast to other bus if needed
can answer a call from CentreComm if they need to call you back. drivers and sent to real-
time travel information London Buses operations
Remember to call Code Red again if the situation changes or the for the public
emergency services are no longer needed. This will make sure they staff are sent if needed
are sent to where they are needed most.
84 BUS SERVICE GUIDE BUS SERVICE GUIDE 85
84 Getting help CentreComm Getting help CentreComm 85

Getting the help you need Should I call 999?

The information you provide to CentreComm – and on Youth Data No. Unlike CentreComm, the emergency service operators do not
Forms (YDFs) – is used to target problem areas. know the bus network, and it will take them longer to find you. We
may also need to send London Buses’ operations staff or let other
bus drivers and garages know about an incident. Calling Code Red
Even if the police do not attend an incident on your bus, will get you the right sort of help more quickly.
every Code Red call is entered in to a database. This
information is used to identify the best way to support you.
Police on the road
Sometimes the police might approach you while you are on the road.
Police and Enforcement decide where to send: Please comply with their requests but always check diversion routes
Police teams with CentreComm as the police may not be aware of any height,
Traffic Enforcement teams weight, length or width restrictions on diversion routes that will
affect your bus.
Departments of London Buses decide which:
Stops and stands need attention
Roadside trees need cutting back
Other changes are required across the network

Bus Enforcement decide where to send:

Individual RPIs
Larger teams of RPIs with police support

Schools Liaison Team decide which schools to visit to:

Talk to children about safe travel and respect for drivers
Meet head teachers to talk about ongoing issues
86 BUS SERVICE GUIDE BUS SERVICE GUIDE 87
86 Getting help CentreComm Getting help CentreComm 87

Low hanging branches or other obstacles The phonetic alphabet

Let CentreComm know if you see any low hanging tree branches or The phonetic alphabet is used by CentreComm, the police and other
obstacles on your route, and call Code Red if there is immediate emergency services to ensure that details are taken down accurately.
danger or damage. In less urgent instances complete an occurrence For example, it allows you to spell out a street name over the radio
report at your garage. At TfL we work together with the London without misunderstandings. Refer to the table below when you
boroughs and other tree owners to ensure bus routes are safe. make a call to CentreComm.

Going on diversion
A lpha J uliet S ierra
Official diversions provided by London Buses or CentreComm must be
followed and are checked regularly to make sure they are safe for buses. B ravo K ilo Tango
If you go on an unofficial diversion, stop your bus, call Code Red, and
let your passengers know using your PA system. (See page 54 for details.) C harlie L ima U niform
D elta M ike V ictor
Identification Codes
E cho N ovember W hiskey
These are used by the police and CentreComm to help identify
individuals. Using these codes may help when you report an incident. Foxtrot O scar X -ray

IC1: White European IC 2: Mediterranean European G olf P apa Yankee

IC 3: Afro Caribbean/African IC 4: (South) Asian - Indian, H otel Q uebec Z ulu

Pakistani, Sri Lankan, etc.
IC 5: (East) Asian - Chinese, IC 6: Arabic I ndia R omeo
Japanese, Korean, etc.
88 BUS SERVICE GUIDE BUS SERVICE GUIDE 89
88 Getting help iBus pre-loaded SMS text messages Getting help iBus pre-loaded SMS text messages 89

iBus pre-loaded SMS text messages

Use the text message facility on the iBus MDT whenever possible to 13. Road closed ahead
reduce the number of radio calls. This will allow CentreComm to
respond faster to Code Red and other urgent calls. 14. Bus in RTA – exchanged details/fit to continue

The available text messages are: 15. Bus in RTA – injury/major bus damage

1. Please call me 16. Announcement error – On Bus Next Stop Sign (OBNSS)
switched off
2. Yes
17. Adverse weather at this location
3. No
18. Arrived at point
4. Awaiting assistance – revenue problem
19. Departing now
5. Mechanical problem, unable to continue

6. Mechanical problem, can continue

7. Clear to continue

8. Repeat your last message please

9. Unable to transmit radio messages

10. Unable to receive radio messages

11. Delay for toilet break

12. Lost property found

90 BUS SERVICE GUIDE BUS SERVICE GUIDE 91
90 Getting help Should the worst happen Getting help Should the worst happen 91

Should the worst happen

Avoiding conflict Try to offer the passenger help or a ‘way out’ of the situation.
For example, explain how they can complain to TfL if this is
Most of your trips will be trouble free, but occasionally, passengers appropriate and point out the contact information on the main
may become aggressive and we want you to stay safe. Here are a few notice
tips to keep you out of harm’s way:
If you feel threatened and unable to resolve the issue yourself,
Stay in your cab if you feel unsafe call Code Red immediately. CentreComm will tell you what to
do and send help if necessary
Look and listen for signs of anger; for example, a change of
voice tone Remember, you have the right to carry out your work without the
fear of attack and this fact is widely publicised across the network
Be aware of your own tone of voice or body language. Do not use
sarcasm as this will inflame the situation

Assess the risk of harm to yourself and your passengers. If you

are out of your cab for any reason, think about your exit route
and if possible put some distance between you and the
threatening passenger

If passengers raise their voice at you politely but firmly ask, rather
than tell them to stop

If a passenger is making a complaint, acknowledge their point and

offer a genuine apology, even if you think it is not your fault. This
will calm down most situations
92 BUS SERVICE GUIDE BUS SERVICE GUIDE 93
92 Getting help Should the worst happen Getting help Radio use during major incidents 93

Radio use during major incidents

Workplace Violence Unit Bad weather, a terrorist attack or other major incidents will result
in a need to limit radio use to essential calls only. This will ensure
If you are assaulted, the Workplace Violence Unit (WVU) can help you. genuine emergency calls are dealt with quickly and effectively. The
instruction to limit radio use will be broadcast by CentreComm as
If you call Code Red and the police attend, report the incident to a radio announcement. Essential calls will still be broadcast from
them. If they are unable to attend you need to report the crime to the CentreComm and service controllers to buses.
police. This can be done by calling 101 or by going to a police station
and quoting the computer aided dispatch (CAD) reference number
given to you by CentreComm.
Do:
A member of police staff from the WVU will contact you. Make emergency calls Look out for and use the
to CentreComm using text message facility on
Code Red the iBus MDT
The WVU will assist with the investigation of: Listen carefully to all
Restrict your radio use
Physical assaults as much as possible broadcast calls from
and ensure that your CentreComm and your
Offences involving weapons and firearms service controllers
messages are short

Offences with aggravating factors (for example, hate Do not:

crime or cases with a sexual motive)
Make non-emergency calls, use Code Blue or report
 
Spitting (which lands on your skin – see below) weather or traffic conditions unless asked to do so

If you have been spat at, you can use a DNA collection kit to collect When the major incident is over, CentreComm will broadcast a
a saliva sample. Saliva that lands on clothing or the assault screen message to all drivers.
could be contaminated by other DNA. Saliva samples from the skin
give us the best chance of identifying the person who spat at you.
94 BUS SERVICE GUIDE BUS SERVICE GUIDE 95
94 Getting help Counter-terrorism Getting help Counter-terrorism 95

Counter-terrorism
Be vigilant at all times, both on and off duty.

Suspicious people
Suspicious packages
If you see a passenger acting suspiciously (for example, if they
Check the bus for unattended bags or packages: are wearing heavy clothing during hot weather) or a passenger
Before leaving your garage tips you off:
At the end of each journey
On arrival back at your garage You must pull over safely (not at a bus stop)

Be aware of any unattended bag or package during the Evacuate passengers – tell them the bus has a problem
journey. Ask passengers if it belongs to them. If it does
not, evacuate passengers from the bus, switch off the As above, switch off the engine and call Code Red
engine and call Code Red from another bus radio at a (only if the person is no longer on your bus and is at least
safe distance away (50 metres – roughly the length of 50 metres away)
five buses)
Stay at the scene to identify yourself when police arrive
You can also call 999 using a landline. If you use a mobile
phone make sure you are a safe distance away (as above, Be prepared to give a description of the suspicious person
we recommend you move 50 metres away)
When you have been cleared by the police, call Code Red
Do not try and move a suspicious package yourself and let CentreComm know

Do not drive into a bus station If the suspicious person remains nearby, use another radio
or mobile phone from a safe distance.
96 BUS SERVICE GUIDE BUS SERVICE GUIDE 97

A driver’s 100........ Cash-free operation on

London’s buses

guide to 102........ Oyster cards and contactless

payment cards

ticketing 110........ Tickets and passes that

passengers show the driver
118........ Still accepted but no longer on
general sale
120.......... Tickets not normally accepted
on buses
121........ Passengers who do not need
to show a valid ticket
122........ Unpaid Fare Reports, Pass
Withdrawal Envelopes and
Youth Data Forms
128....... End of a trip/driving spell/duty
130....... Helpful ticketing information
 BUS SERVICE GUIDE 99
98 A driver’s guide to ticketing

A driver’s guide to ticketing

This guide gives you some basic information
about ticketing on London’s buses. Other
ticketing information you may see includes:

Using your ticket machine and dealing with smartcards

An overview of your ticket machine and how it works, with additional
information about your MDT.

A driver’s pocket guide to tickets and passes accepted

on London’s buses
This guide gives you more detailed information about ticketing on
London’s buses with more printed ticket and card images.

A complete staff guide to ticketing on London’s buses

A document available to your garage manager for reference with
information for staff about the full range of bus tickets and passes.

This information is correct at time of printing, May 2014.

100 BUS SERVICE GUIDE BUS SERVICE GUIDE 101
100 A driver’s guide to ticketing Cash-free operation… A driver’s guide to ticketing Cash-free operation… 101

Cash-free operation on
London’s buses
Cash use in London was very low, at around one per cent of all
journeys by the end of 2013. By going cash-free, you won’t have to
carry cash, worry about having enough change, or pay cash in at the
end of your duty.

This puts London’s bus service at the forefront of innovation and you Emergency fare charged

can feel proud to be a part of the biggest fares policy change in over
a decade.

Passengers who turn up and attempt to pay with cash should be

asked if they have another way to pay for travel. If they have no Vulnerable passengers
alternative method of payment, they should be politely refused
travel on your bus unless you feel they could be vulnerable. Do not leave anyone stranded if they are vulnerable or obviously in
distress. For example:
See information below about the one more journey feature on
Oyster and opposite about vulnerable passengers. Young or older people
People who could be at risk if left behind, including those in
One more journey isolated places or at quieter times
People who are disabled, injured, unwell or who have had an
This feature on Oyster cards allows the user to ‘dip’ into their accident, assault or similar incident
balance if they do not have the full Oyster fare remaining on their People who show you a travel support card and may have
card. If passengers have at least £0.00 value on their card, they will learning difficulties. Not all impairments are obvious
hear a different sound on the ticket machine and ‘Emergency fare
charged’ will be shown on the driver and passenger displays. An If you decide to let someone travel in this situation you must issue
emergency fare slip will be printed out telling them to top up before an Unpaid Fare Report (see page 122).
making their next journey. You can help by making sure they take the
slip and politely explaining this to them.

Green light on the reader and high-low-high beeps.

102 BUS SERVICE GUIDE BUS SERVICE GUIDE 103
102 A driver’s guide to ticketing Oyster cards and contactless … A driver’s guide to ticketing Oyster cards and contactless … 103

Oyster cards and

contactless payment cards
Listen for the beeps and watch your ticket machine screen. Oyster card or contactless payment card validity
Do not press the button for a valid Oyster card or
contactless payment card – the card reader records it for you. Valid
Green light on the reader and one short beep (or eight quick beeps
Passengers using Oyster cards, Oyster photocards or contactless for Oyster photocards used by under-16s).
payment cards must touch their card flat on the yellow card reader
when they board. If a passenger presents a card and nothing is The reader will show details of the card on both the passenger and
displayed on your ETM screen, ask the passenger to try again. driver displays:

If the card keeps being rejected, it could be that they have more than
one card in their wallet. If so, they should take out the card they wish
to use and re-present it to the reader. Otherwise, the passenger will
have to use another valid ticket or card.

Adult Sing £1.45 deducted

£8.55 Remaining

Not valid
Red light on the reader and two low beeps.

2014

Card not read or more than one card presented

2014 2014
2014
2014
2014
2014 2014
2014 2014
2014
2014
2014
2014
2014 2014
2014
2014
2014
2014

ion
limited edit
2014 2014

If the card is not touched flat on the yellow target of the card reader,
2014
2014
2014
2014
2014 2014
2014
2014
2014

the ticket machine may reject it and display ‘card not read – try again’
2014
2014 2014
2014
2014
2014
2014
2014 2014

or may display ‘more than one card presented’.

2014
2014
2014
2014

n
for Londo
2014 2014
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Transport
2014
2014

– see over 2014

ct to conditions 2014 2014

Issued subje
2014
2014
2014
104 BUS SERVICE GUIDE BUS SERVICE GUIDE 105
104 A driver’s guide to ticketing Oyster cards… A driver’s guide to ticketing Oyster cards… 105

Ask the passenger if they have more than one card in their wallet. If You can give the printed information to the passenger to help them
so, they will get card clash. They should take out the card they wish sort out the problem. If the passenger still wants to travel they will
to use and re-present it to the reader. Otherwise, ask the passenger have to use another valid ticket or card.
to try again. If the card keeps being rejected, the passenger will have
to use another valid ticket or card.
ITSO card, not accepted
Other card problems If another operator’s smartcard or an English National Concessionary
Travel Scheme pass is touched on the card reader, the ticket machine
The driver and passenger displays will show what is wrong: will reject it and display ‘ITSO card, not accepted’. Ask to see the
card and if it is an ENCTS pass you should accept it if it is valid (see
page 114).

Otherwise, for any other smartcard, you should explain that you
currently cannot accept it for travel and ask the passenger if they
To find out have another valid ticket or card. We will let you know when this
Card not accepted
Not enough money More
more, press changes and ask you to look out for driver notices at that time.
the button
by More

Invalid Transaction
There is not enough money
on this card to pay the fare.
Use another way to pay and
add value at a station or
Ticket Stop. For more info To print the
information,
visit tfl.gov.uk/fares

Card not accepted

Not enough money
Print
Exit
press the
button next
to Print
106 BUS SERVICE GUIDE BUS SERVICE GUIDE 107
106 A driver’s guide to ticketing Oyster cards… A driver’s guide to ticketing Oyster cards… 107

Under-11s
A Zip Oyster photocard application form by itself, an
Under-11s travel free and do not need to have or show any valid authorisation letter or a receipt is not a valid ticket
ticket or pass to travel, unless they look older then they should use
a 5-10 Zip Oyster photocard. If the card is not valid (red light, reader beeps twice) and
there is not enough money on the card, ask to see the
passenger's Zip Oyster photocard. If it is their photograph
11 to 18 year-olds on the card and it is a card that allows free travel, the holder
should be allowed to travel on your bus. It has been rejected
because the holder owes money for a rail journey so please
11-15s – Zip Oyster photocard to get free travel ask them to top up their card as soon as possible otherwise,
the holder should use another valid ticket or card.
11-15s (using an 11-15N Zip Oyster photocard) pay half-rate
fares. See details opposite Zip Oyster photocards that show ‘N’ (for example
11-15N) do not allow free travel – holders pay half-rate
16+ (in full-time education and live in London) – Zip Oyster fares. These are issued where the photocard holder has
photocard to get free travel had free travel withdrawn

16+ (not in full-time education or do not live in London)

– Zip Oyster photocard to get half-rate travel

Wearing a school uniform does not allow a young person to travel

free. All must touch their Oyster photocard on the reader when
boarding.

Do not withdraw a Zip Oyster photocard unless it is badly damaged 11-15-year-olds may show a Day Travelcard for travel
or defaced, obviously not being used by the person it was issued to – there is no need for an accompanying photocard
or it has been ‘stopped’.
See page 130 for information about vulnerable passengers.
108 BUS SERVICE GUIDE BUS SERVICE GUIDE 109
108 A driver’s guide to ticketing Oyster cards… A driver’s guide to ticketing Oyster cards… 109

Freedom Passes
All Freedom Passes are valid at any time
Freedom Passes are Oyster-style cards that allow qualifying older All Freedom Passes do not allow free travel for ‘companions’
Londoners and qualifying disabled people of any age, to travel free. Blind and other disabled or older people may need help in
using the card reader. Do not insist they use the card reader if it
These look similar to the English National Concessionary Travel causes them a problem
Scheme pass but clearly show ‘Freedom Pass’ instead of a local A blind or partially sighted person with a guide dog does not
authority name. need to show a concessionary ticket or validate a Freedom
Pass to travel
When these are touched on the card reader, both you and the Wheelchair or mobility scooter users do not need to have or
passenger will see ‘Freedom Pas’ on the ETM but only you will see ‘E’ show a concessionary ticket or validate a Freedom Pass to
for an older person’s pass or ‘D’ for a disabled person’s pass. travel
Some people use a disabled person’s Freedom Pass valid on
Remember that not all impairments are obvious, for example, mental London’s buses only, as these are issued to people with a range
health issues. Only ask to see a passenger’s pass if you have a good of impairments, some of which are hidden and not covered by
reason to suspect it does not belong to them. Always ask politely. the national scheme
Londoners aged 60+, not yet eligible for a Freedom Pass, can
use a 60+ London Oyster photocard. These are accepted in the
same way as an older person's Freedom Pass
If a Freedom Pass shows as ‘not valid’ on the card reader:
Politely ask to see the passenger’s card
Check it is their photograph on the Freedom Pass and check
the date
Older person's Disabled person's Disabled person's
Freedom Pass Freedom Pass Freedom Pass If all looks OK, and the photograph is a true likeness, allow the
(London only) passenger to travel – press the button once – and advise
them to get a replacement Freedom Pass
110 BUS SERVICE GUIDE BUS SERVICE GUIDE 111
110 A driver’s guide to ticketing Tickets and passes… A driver’s guide to ticketing Tickets and passes… 111

Tickets and passes that

passengers show the driver
Press the button once to record each passenger. This helps us Day Travelcards
to monitor the number of passengers using our services.
Under-16s can use a child rate Day Travelcard instead of an Oyster
photocard. Anyone 16 or over must use an adult rate Day Travelcard.
Bus Passes and Travelcards
Anytime Day Travelcards can be used from 00:01 on the day printed
There are a number of tickets and passes that passengers can use on the card until 04:30 on the following day. They are issued only on
across the London bus network. You should look for the following: ordinary working days (Monday-Friday except public holidays).

Off-peak Day Travelcards can be used from 09:30 on Monday-Friday,

TfL roundel and from 00:01 on Saturday, Sunday and public holidays, on the day
and 'Bus Pass' printed on the card until 04:30 on the following day.
or 'Travelcard'

Expiry date Please note:

Some adults who care for disabled people are able to travel
with them using a child-rate Day Travelcard. If you see an
adult with a child-rate Day Travelcard and they are not
accompanying a disabled person you should advise the
passenger that you cannot accept their ticket for travel.
They will need to use another valid ticket or card.
Also check the expiry date. Tickets can be used up to 04:30 the next
morning. For example, if it says ‘31 DMR’, you can accept it until
04:30 on 1 January.
7 Day and longer period Travelcards
Adults only need a photocard with a printed Travelcard lasting
one month or longer
Under-16s need a photocard with a printed Travelcard that lasts
seven days or longer
112 BUS SERVICE GUIDE BUS SERVICE GUIDE 113
112 A driver’s guide to ticketing Tickets and passes… A driver’s guide to ticketing Tickets and passes… 113

School Party Tickets Temporary Authority to Travel Ticket (TATTs)

Revenue protection inspectors (RPIs) sometimes issue these to

passengers after withdrawing a ticket or pass. The RPI will make the
These are valid after 09:30 and before 16:30 on school days only. TATT valid by crossing out the sections that do not apply to the
passenger, and will write on an expiry date.
One ticket allows travel for a group of up to 10 school children aged
18 or under, with a maximum of two adults.
Puppy Walkers
If there are disruptions on the network, the return journey
can start after 16:30

Each group will only have one ticket, which they keep, but
the button should be pressed for every member of
the group

The design of School Party Tickets is due to change during

2014. We will let you know when this happens and ask ‘Puppy walkers’ train guide dogs. They will not be blind themselves
you to look out for driver notices at that time but are allowed to travel free with their puppy on either deck as long
as they show you their pass. Passes will show ‘Staff’ or ‘Volunteer’.
114 BUS SERVICE GUIDE BUS SERVICE GUIDE 115
114 A driver’s guide to ticketing Tickets and passes… A driver’s guide to ticketing Tickets and passes… 115

English National Concessionary Travel

Please note:
Scheme pass
On TfL bus services, the English National Concessionary
Travel Scheme pass is valid at any time just like the
London Freedom Pass

Drivers should currently press the button once to

record each passenger with this kind of travel pass. We
will let you know when this changes

Some TfL bus routes that operate beyond Greater

London may offer additional availability and free travel for
companions. Drivers on those routes should check their
Older and disabled people across England can travel free anywhere
route information sheets for further information.
on London’s bus network with the English National Concessionary Companions do not get free travel within Greater London
Travel Scheme pass. These passes look similar to Freedom Passes,
but they do not currently work on Oyster readers so the ETM will Older and disabled people’s passes from outside London
display ‘ITSO card, not accepted’. Holders must show you their pass. are not valid for free travel on trams, Tube, Docklands
We will let you know when this changes and ask you to look out for Light Railway (DLR), London Overground and National Rail
driver notices at that time. services

Older and disabled people's passes issued in Northern

Each pass includes: Ireland, Scotland and Wales have different logos and
images and are not valid for free travel on London’s buses
A red Tudor rose logo

A red ribbon St George’s cross

A hologram
116 BUS SERVICE GUIDE BUS SERVICE GUIDE 117
116 A driver’s guide to ticketing Tickets and passes… A driver’s guide to ticketing Tickets and passes… 117

Police community support officers (PCSOs) Police officers and special constables
Free travel is offered at all times with a police staff card and a red or London police officers, such as those in the Metropolitan Police
blue Bus Pass. The police staff card on the left can only be used by Service, have been issued with a Police Oyster card which works in
itself if the holder is in full uniform. the same way as a staff Oyster card.

Many police officers may prefer to show their warrant card instead or
may not have an Oyster card yet. Officers from other forces are not
issued with Police Oyster cards, in these cases, check their warrant
card (below).

Please note:
PCSOs are trained in particular skills that contribute to safer
travel. If an incident occurs on the bus, PCSOs can help you by:
Please note:
Acting as witnesses if required Free travel is offered at all times for these police forces only:

Using their training in emergency life support, evidence British Transport Kent Police
gathering and communication with the public City of London Police Metropolitan Police
Essex Police Surrey Police
Helping by calling the police or other emergency services Hertfordshire Police Thames Valley Police
118 BUS SERVICE GUIDE BUS SERVICE GUIDE 119
118 A driver’s guide to ticketing Tickets and passes… A driver’s guide to ticketing Still accepted… 119

Parking/Council attendant staff pass Saver tickets

Although not on general sale these tickets must still be accepted for
travel as they are still issued to certain people and organisations.

Free travel with this pass only when the holder is in full uniform.

Still accepted but

no longer on general sale
Bus & Tram Passes Keep the hexagonal part that says ‘Staff receipt only’ until the
end of the trip. When an RPI boards your bus, you must give the
Where valid, these printed tickets must be accepted for travel as staff receipts to him/her
they are still issued to certain people and organisations.
If there is a crew change during a trip give the staff receipts to the
new driver

At the end of the trip, tear the staff receipts in half completely
and dispose of them in a bin

7 Day Bus & Tram Pass

120 BUS SERVICE GUIDE BUS SERVICE GUIDE 121
120 A driver’s guide to ticketing Tickets not normally accepted… A driver’s guide to ticketing Passengers who do not need… 121

Tickets not normally Passengers who do not

accepted on buses need to show a valid ticket
Tube, DLR and rail-only tickets (either printed or handwritten) are not Children under 11
normally accepted on the London bus network.
Press the button once to record each passenger.
You might have to accept these tickets when there is disruption on
the Tube, rail or DLR. If this is the case, you will be told by Children under 11 do not need to have or show a ticket or
CentreComm over your radio, and given a three figure ‘resolution photocard, unless they look older (see page 106.)
number’. If there is a planned rail closure, a fares notice will be posted
at your garage to say where and when tickets should be accepted.
Blind and partially sighted people with
ADULT /
CHILD
FARE
VIEW
OTHER
TICKETS
OTHER
PASSES
PASS
guide dogs
What to do with a resolution number
Press the button once to record each passenger.
A resolution number is used to prevent passengers from
7 8 9
being overcharged when there is disruption on the Tube, rail Blind and partially sighted people with guide dogs do not need to
or DLR. 4 5 6
1 2 3
show their concessionary ticket or Freedom Pass. Blind and partially
0 C ENTER
sighted people without guide dogs also travel free, but should
On your ETM, press the button twice:
validate their Freedom Pass or show an English National
Select ‘End Journey’ and sign on to the ticket machine again Concessionary Travel Scheme pass.

As you sign on, ‘LUL Resolution?’ will come up on the

screen. Press the ‘up’ arrow to select ‘Y’ Wheelchair users
Type in the three figure number you have been given when Press the button once to record each passenger in a wheelchair
the screen says ‘LUL No’ or mobility scooter.

Until the disruption is over, answer ‘Y’ to ‘LUL Resolution?’ Wheelchair or mobility scooter users do not need to have or show
when you sign on to the ticket machine for your next trip a concessionary ticket or validate a Freedom Pass. However,
companions to wheelchair users do not automatically travel free –
they must show a valid ticket or validate a card.
122 BUS SERVICE GUIDE BUS SERVICE GUIDE 123
122 A driver’s guide to ticketing UFRs, PWEs and YDFs A driver’s guide to ticketing UFRs, PWEs and YDFs 123

Unpaid Fare Reports (UFRs), Pass

Withdrawal Envelopes (PWEs) and
Youth Data Forms (YDFs)
Issue a UFR when:
How to use UFRs
A passenger is potentially vulnerable or distressed and does not Always fill in the driver section completely including
have a valid ticket or card, such as: the date, time, route number and full location. Ask the
passenger for their postcode, unless you feel that
Young or older people could cause confrontation

People who could be at risk if left behind, including those in Make sure that you tick a ‘reason for issue’ box and add
isolated places or at quieter times extra information on the back that would be helpful. This
helps us to identify routes and times that RPIs should be
targeting
People who are disabled, injured, unwell or who have had an
accident, assault or similar incident
Please do not use abbreviations as the police and revenue
teams will need as much detail as possible to help
People who show you a travel support card and may have establish where and when these are being issued
learning difficulties. Not all impairments are obvious
Tear off the bottom part of the UFR and give it to the
In this situation – if you decide to let someone travel – you must passenger and politely explain they will need to pay
issue an Unpaid Fare Report. their unpaid fare within five days

Do not put yourself at risk, especially if you do not feel Hand in any completed top parts of UFRs issued at your
comfortable challenging the passenger garage at the end of that day’s duty

Think about how you would want to be treated if you were in the
same situation
124 BUS SERVICE GUIDE BUS SERVICE GUIDE 125
124 A driver’s guide to ticketing UFRs, PWEs and YDFs A driver’s guide to ticketing UFRs, PWEs and YDFs 125

Unpaid Fare Report: Pass Withdrawal Envelopes

Complete a PWE when you need Pass Withdrawal Receipt – Passenger copy
to withdraw a damaged or invalid Date D D M M Y Y Time H H M M

Fare due PWE 0000000

ticket or Oyster card/photocard.
Do not withdraw a Zip Oyster Your pass/ticket has been withdrawn because it is
not valid for this journey. It is your responsibility

Unpaid Fare Report – Driver copy photocard, Freedom Pass or to ensure you have the correct pass/ticket for your
entire journey.
This receipt allows you to travel on the bus on which
English National Concessionary it was issued. If you owe an outstanding fare, you
must pay within days of issue.
Date D D M M Y Y Time H H M M Travel Scheme pass, unless it is To appeal this withdrawal, write to the address
below, quoting the reference number above.
Route UFR 0000000 badly damaged or not being Transport for London will not be liable for
any travel costs.
Location used by the person it was issued Ways to pay:

Passenger’s home postcode to. Do not withdraw a • By phone

Call 020 3054 0326 to use your credit or debit card
contactless payment card • By post
Send cheque or postal order [payable to
Reason for issue (tick box and add details overleaf) On the envelope always fill in Transport for London] to: Bus Enforcement,
PO Box 68800, London SE1P 4RE

Confrontation Vulnerable/in distress the date, time, route number

Other (reason must be given on other side)
and location. Also fill in the Pass Withdrawal Envelope – Driver copy

Date Time
reason for withdrawal. This
D D M M Y Y H H M M

Route PWE 0000000

information will help us track Location

Unpaid Fare Demand – Passenger copy why a ticket or Oyster card was Reason for withdrawal (tick box and add details overleaf)

Date D D M M Y Y Time H H M M withdrawn Altered/defaced Transferred

Out of date Stopped

Fare due UFR 0000000

Tear off the PWE and seal the Copied Other

top part. Hand this in at your Fare due

This form authorises you to travel on the bus on which

it was issued. See the other side for ways to pay.
garage at the end of that day’s
duty
You must pay the outstanding fare Tear off the passenger’s copy and give it to the passenger
within five days of issue.
and politely explain they will need to pay any unpaid fare
within five days

See page 131 for more about withdrawing tickets and cards.
126 BUS SERVICE GUIDE BUS SERVICE GUIDE 127
126 A driver’s guide to ticketing UFRs, PWEs and YDFs A driver’s guide to ticketing UFRs, PWEs and YDFs 127

When to complete a Youth Data Form Youth Data Form (YDF):

When under-18s (groups or individuals) board your bus and do not
touch in or show you a valid ticket, it may not be possible to issue
them with multiple UFRs. Use the blue YDFs to record what
happened. This data is useful for recording the problems you
face with youths or schools.

The more detail we have, the more TfL and the police can help.

Further information is printed on the back of each YDF.

How to use a YDF

Always fill in the date, time, full location, route number
and number of under 18s; plus the school name if
you know it. Please do not use abbreviations. This
information helps us to identify routes and times that
RPIs should be targeting

Hand in any completed YDFs at your garage at the end

of that day’s duty
If an RPI gets on your bus, tell them if you have issued any UFRs,
passenger copies of PWEs or filled in any YDFs on that trip.

If you had good reason not to issue a UFR to a passenger who

did not have a valid ticket or card, or they walked off before
you could issue one, let the RPI know immediately.
128 BUS SERVICE GUIDE BUS SERVICE GUIDE 129
128 A driver’s guide to ticketing End of trip… A driver’s guide to ticketing End of trip… 129

End of a trip/driving spell/duty

ADULT /
CHIL D
FARE
VIEW
OTHER
TICKETS
OTHER
PASSES
PASS

End of a trip ADULT /

CHILD
FARE
VIEW
OTHER
TICKETS
OTHER
PASSES
PASS
End of duty ADULT /
CHILD
FARE
VIEW
OTHER
TICKETS
OTHER
PASSES
PASS

7 8 9
5 6will show details of the next trip.
At the last stop, the ETM4screen At garage:
1 2 37 8 9 7 8 9
0 C
If details are correct: press 4 5
ENTER 6 4 5
Insert module in garage terminal 6
1 2 3 1 2 3
0 C , then
If details are not correct: press ENTER key in the correct route 0 C
Key in your driver number, press ENTER
and trip details. If you need to change other details remove and
re-insert the module Wait for beeps, take paying-in slip, then remove module.

If necessary, sign on separately to iBus MDT, as shown on

page 40

Details of the trip may appear on the ETM again later. If they do,
check and accept or change them as above.

End of a driving spell

Remove module, take waybill
130 BUS SERVICE GUIDE BUS SERVICE GUIDE 131
130 A driver’s guide to ticketing Helpful ticketing information A driver’s guide to ticketing Helpful ticketing information 131

Helpful ticketing information

Problems with paying Do not put yourself at risk, especially if you do not feel
comfortable challenging the passenger
Very few printed tickets are now used on London’s buses compared
to previous years. Oyster cards and contactless payment cards make Think about how you would want to be treated if you were in the
things easier for everyone. Here are some typical problems you might same situation
come up against and how to deal with them.

What if…
What if...
…a passenger presents an invalid ticket or card?
…a passenger cannot or will not show a valid pass or
validate a card? Point out the problem and explain they need to use another valid
ticket or card
Do not allow them to travel and do not accept cash. Be polite but
firm – except as below Always be polite and never accuse anyone of fraud. The
passenger might not have realised their pass is out-of-date,
Do not leave anyone stranded if they are vulnerable or obviously out of credit or no longer works
in distress. For example:
Young or older people Never withdraw a card if it has failed. Advise the passenger that
People who could be at risk if left behind, including those in they should get it replaced immediately and need to use another
isolated places or at quieter times valid ticket or card
People who are disabled, injured, unwell or who have had an
accident, assault or similar incident If they just need more money on their Oyster card, do not
People who show you a travel support card and may have withdraw the card, simply explain that they need to use another
learning difficulties. Not all impairments are obvious valid ticket or card

In this situation – if you decide to let someone travel – you must

issue an Unpaid Fare Report (see page 122).
132 BUS SERVICE GUIDE BUS SERVICE GUIDE 133
132 A driver’s guide to ticketing Helpful ticketing information A driver’s guide to ticketing Helpful ticketing information 133

In a few cases, you can withdraw an Oyster card or a printed If there are too many under-18s to stop them all, use the blue
pass. You can only do this if it has been badly damaged or Youth Data Form (see page 126) to tell us where the problems
defaced, is obviously not being used by the person it was are, or call Code Red if you feel unsafe
issued to, is a ‘Stopped’ Oyster card or is a printed pass more
than one day out of date or an obvious forgery (see page 125)
…my ticketing equipment breaks down?
Contactless payment cards are different – you must never
withdraw them because they are the passenger's credit/debit Report it immediately so it can be replaced quickly
card as well as their ticket
If the card reader is not working or is not fitted, allow all
If necessary, use the Vulnerable Person Procedure to allow them passengers with Oyster cards or contactless payment cards
to travel, and issue an Unpaid Fare Report (see page 122) to travel without having to use another valid ticket

People without Oyster cards or contactless payment cards

What if... still need to show a valid printed ticket in the usual way

…a passenger aged 11-18 claims free travel without a Speak to a supervisor if you are unsure or have any problems
Zip Oyster photocard?

Explain that they must touch their Zip Oyster photocard on the …my bus breaks down or is turned?
reader to get free travel
If your bus breaks down, or is turned short of its original
If they refuse to pay using a valid ticket or Oyster card, you can destination, passengers can transfer on to any London bus
refuse to take them unless they could be vulnerable service going the same way

Use your common sense and do not leave young people Issue a transfer voucher (see page 32) to each passenger who
stranded if they could be in a vulnerable position or in obvious used Oyster pay as you go or a contactless payment card, and
distress – issue an Unpaid Fare Report (see page 122) needs to transfer to another bus
134 BUS SERVICE GUIDE BUS SERVICE GUIDE 135
134 A driver’s guide to ticketing Helpful ticketing information A driver’s guide to ticketing Helpful ticketing information 135

Remind passengers with Oyster cards or contactless payment …a passenger says there should be more money on
cards that they should not touch their card on the card reader their Oyster card?
when boarding the second bus
It could be for a number of reasons and there is little you can do
Try to make sure all your passengers are safely aboard another bus
(see page 30) If they have been allowed ‘one more journey’ on their Oyster
card, they can continue to travel on your bus but you will need
to make sure they take the emergency fare slip and explain they
What if... need to top up their card before making their next journey

…a passenger’s Oyster card or contactless payment If a passenger boards your bus at night and shows an emergency
card is not accepted for travel? fare slip printed out from a previous bus that night, you can issue
a UFR for further travel if you feel they could be vulnerable (see
Ask the passenger if they have more than one card in their wallet. earlier question ‘What if a passenger cannot or will not pay?’)
If so, they will get card clash. They should take out the card they
wish to use and re-present it to the reader If you do not feel a passenger could be vulnerable, they must use
If the card is not working, there is little you can do to solve the another card or valid ticket if they want to travel and contact the
problem, but always be patient and polite. Ask the passenger to Oyster helpline or their card issuer to sort out the problem
try again, touching their card flat on the yellow target of the reader
If it still does not work, use the information on the card reader A receipt is not valid for travel
display to explain what is wrong and print it out if necessary
Passengers can get help to sort the problem out at:
tfl.gov.uk/fares
Tube stations
Oyster helpline on 0343 222 1234

Freedom Pass holders do not have to pay if their card is not

working, as long as you have checked the expiry date and their
photocard is a true likeness – unless it has been stopped
136 BUS SERVICE GUIDE BUS SERVICE GUIDE 137
136 A driver’s guide to ticketing Helpful ticketing information A driver’s guide to ticketing 137

What if…
…a revenue protection inspector gets on my bus?

If you think someone may have been trying to avoid using a valid
card or ticket, let the RPI know immediately when they get on
your bus

If you had good reason not to issue a UFR to a passenger who did
not have a valid ticket or card, or they walked off before you
could issue one, let the RPI know immediately

…a passenger wants to know where to buy tickets and

Oyster cards, where to top up their Oyster card or get
a refund?

Advise them to ask at:

Oyster Ticket Stops
London Travel Information Centres
Many National Rail stations
Tube stations

They can also:

Visit our website – tfl.gov.uk
Call 24-hour travel information or the Oyster helpline on
0343 222 1234
138 BUS SERVICE GUIDE BUS SERVICE GUIDE 139

The New
Routemaster
140....... London’s New Routemaster
144....... Driver responsibilities
145....... Customer assistants:
the basics
147....... More than just a customer
assistant
148....... Older and disabled passengers
151....... Modes of operation
160 ...... Key points to remember
140 BUS SERVICE GUIDE BUS SERVICE GUIDE 141
140 The New Routemaster London’s New Routemaster The New Routemaster London’s New Routemaster 141

London’s New Routemaster

As a driver or customer assistant Good for the environment
working on these unique vehicles, you The New Routemaster is the first bus designed for the Capital’s
are an ambassador for London’s bus streets in more than 50 years. Inspired by the old Routemaster
design, this fully accessible bus uses the latest technology and is
service and have a great opportunity to much more energy efficient.

show the world what a truly first-class A battery pack powers a permanent magnet electric motor that
moves the wheels. A small, hybrid diesel-electric drive, acting as a
customer experience we provide. generator and a regenerative system that recycles energy lost during
braking, charges the battery. Revolutionary start-stop technology
means the engine only runs when it needs to charge the battery.
This section summarises the key
features and operating procedures of Good for passengers
the bus and explains how passengers Passengers can quickly enter and exit the bus using the three doors
use it. It also outlines your particular at the front, centre and rear. All three doors have card readers, so
Oyster and contactless payment card users, as well as Travelcard
responsibilities, as either a driver or holders, can use any of them to board. Only those passengers using
customer assistant. Saver tickets need to use the front door, because they have to hand
the staff receipt portion to the driver.

The rear open platform allows passengers to hop on and off when
a customer assistant is on board. The New Routemaster has an
automated message which plays at certain locations advising
passengers to ‘watch out for traffic when leaving the bus’.
Customer assistants can, of course, also provide journey and
basic tourist information.
142 BUS SERVICE GUIDE BUS SERVICE GUIDE 143
142 The New Routemaster London’s New Routemaster The New Routemaster Oyster cards and contactless … 143

Upper saloon:
40 seated

Lower saloon: 87 person

capacity
22 seated
Inside there are two staircases, one near the front and one at the 4.4m
25 standing, or 18
back, for easy access to and from the upper deck. The bus also has standing and one
a step-free gangway on the lower deck from the front to the back, wheelchair user
to allow easy access for all passengers.
2.5m
Max
As with all London buses, the iBus system provides passengers with speed:
audio and visual service information, including ‘next stop’ and other
automated announcements. The driver can also use the PA system
to communicate with passengers.
50mph
To find out more about the New Routemaster, visit 12,460
4.5 litre diesel engine, kg
tfl.gov.uk/newbusforlondon
electric motor and
hybrid drive

2.6m 2.6m

11.2m
144 BUS SERVICE GUIDE BUS SERVICE GUIDE 145
144 The New Routemaster Driver responsibilities The New Routemaster Customer assistants: The basics 145

Driver responsibilities Customer assistants: The basics

Like all bus drivers, you should familiarise yourself with the As a customer assistant, you can enhance your passengers’
information in the Big Red Book to ensure you provide your experience of travelling on one of London’s iconic buses.
passengers with a safe and reliable journey every time they
board your bus. Passengers can hop on and off the New Routemaster between stops.
You are responsible for supervising the rear platform and for warning
As the driver of a New Routemaster, you have some additional passengers of any potential dangers if they choose to hop off.
responsibilities:
You can help passengers validate their Oyster and contactless

Stay close to the kerb in heavy traffic, so that the customer payment cards if they need to, although you should not validate
assistant can allow people to hop on and off the rear open them yourself.
platform safely between stops
You also have a general responsibility to assist your passengers,

Remember that you are always responsible for passenger especially older or disabled people who may need extra help to
safety and comfort, whether operating the bus alone or make their journey as safe, stress-free and comfortable as possible.
with a customer assistant Your professionalism and patience can make a difference.


You are responsible for checking the bus when it is on a stand Remember that not all impairments are visible. Never make
(see page 26) assumptions and do not question anyone’s entitlement to a disabled
person’s Freedom Pass. For example, they may be hearing impaired
or have learning difficulties. (You can find more tips on helping
disabled passengers on page 62.)

You can answer basic queries, such as the bus number and destination
from members of the public, including people waiting at stops.
Try not to engage in a prolonged conversation that could delay the
service. Instead, politely direct the passenger to the nearest location
where they can get help, such as a Tube station.
146 BUS SERVICE GUIDE BUS SERVICE GUIDE 147
146 The New Routemaster Customer assistants: The basics The New Routemaster More than just a customer assistant 147

More than just a customer assistant

All customer assistants wear the same uniform, irrespective of When you and the driver work together, you can provide an even
operating company. This is to give New Routemaster buses a unified better service to our passengers.
look and feel. You will also receive a special name badge: please wear
it while you are on duty. If a passenger is engaged in a long conversation with the driver, you
can politely intervene to prevent delay to the service.

Carry out routine patrols inside the vehicle to check for any unusual
or suspicious activity. Whenever possible, use the front staircase to
get to the top deck, so you are facing the passengers as you walk
through to the rear staircase to return to your usual standing
position on the rear platform.

If a passenger is unsteady on their feet or needs a little extra time to

get to their seat, ask the driver to wait until a passenger is seated.

You can help with light luggage or bags if someone is struggling, as

long as you are happy to do so. Take care not to strain yourself by
carrying heavy objects.

If the bus breaks down or is turned off its route, you can help by
If your company has issued you with a hand-held device, such making sure any passenger who needs a transfer voucher gets one
as a tablet PC, use it in accordance with their instructions when from the driver before the bus terminates. You can also help them
answering passengers’ questions. plan their onward journey and transfer to other buses.

Most of your trips will be trouble free, but occasionally a passenger If people transfer to your bus from another that has broken down or
may become aggressive. If you feel threatened, think about your been turned short of its destination, you – or the driver – should
exit route and, if possible, put some distance between you and check each transfer voucher is valid if presented to you. If so, tear
the individual. If you need help, press the orange alert button to the voucher in two and return both halves to the passenger.
inform the driver who should call Code Red immediately.
See page 32 for more information about transfers vouchers.
148 BUS SERVICE GUIDE BUS SERVICE GUIDE 149
148 The New Routemaster Older and disabled passengers The New Routemaster Older and disabled passengers 149

Older and disabled passengers

Kneeling the bus Wheelchair ramp
1. Lower the bus by holding your finger on the ‘kneel’ button, next To extend the ramp, hold your finger on the button. If you release
to the handbrake. the button too early, the ramp will stop and will need to be retracted
before being extended again.
2. Briefly press the button again to return the bus to its normal
position.

Boarding procedure for wheelchair users

The bus offers full wheelchair access and a priority area for
wheelchair users.

All three doors open at once – operated by a single button in the cab
– and drivers should aim to give wheelchair users priority and allow
them to board first using the ramp, which can be extended from the
centre doors. The wheelchair ramp has a sensitive edge so, if it meets an
obstruction, it will stop and exhaust air. You will need to remove the
Ask passengers who want to board at the front door to wait until obstruction before retracting the ramp and extending it once more.
the wheelchair user is safely positioned in the priority area located
opposite the centre doors – with their back against the backrest See page 68 for the boarding procedure for wheelchair users.
and wheelchair brake on – before they get on the bus.

Customer assistants can help by asking passengers who board via

the rear platform, and want to use the lower deck, to wait until the
wheelchair user has boarded.

There is guidance about assisting wheelchair users on pages 68-71.

150 BUS SERVICE GUIDE BUS SERVICE GUIDE 151
150 The New Routemaster Older and disabled passengers The New Routemaster Modes of operation 151

Modes of operation
Using the wheelchair priority area The bus can be operated by
either a driver (OPO mode) or a
Wheelchair users should have access to the priority area, as this is driver and customer assistant
the only place they can travel safely. (crew mode). It is quite
straightforward to switch
If the space is occupied by other passengers or buggies, the driver from one mode to another.
must ask them to move using the iBus pre-recorded message or
PA system, or the customer assistant should speak to them In crew mode the customer
face-to-face. assistant uses the three buttons
pictured opposite. These are (left
If a buggy owner already on the bus is willing to get off to provide to right): Lock, Alert, Interlock.
more space for another buggy or wheelchair user, you should issue
a transfer voucher to allow them to travel on another bus.
Normal operation in crew mode
This situation, and dealing with buggies generally, is covered on
pages 38-39. 1. When the driver presses the ‘door open’ button, both the front
and middle doors will open at once.

Passengers with hearing aids 2. After closing the doors, the

driver’s information screen
The bus is fitted with a T-loop, so, if it is appropriate, the driver shows a ‘red man’. This
should advise passengers using a hearing aid so that they can set means the door/brake
their aid to the ‘T’ position. interlock is on.
152 BUS SERVICE GUIDE BUS SERVICE GUIDE 153
152 The New Routemaster Modes of operation The New Routemaster Modes of operation 153

3. The customer assistant 5. Drivers should check for boarding/alighting passengers using the
should first check for any mirrors and/or CCTV until they are satisfied they can set off safely.
passengers still intending to
board, then release the door/ 6. Customer assistants can let the driver know of any potential
brake interlock by pressing problems, such as a passenger attempting to board/alight, by
and holding the green repeatedly pressing their orange alert button (also located in
interlock release button until the inset area by the rear staircase). If the bus has already pulled
it stops beeping – generally away, the driver should stop the vehicle as soon as it is safe to
about five seconds. do so, discuss the problem with the customer assistant and
seek help, perhaps by contacting CentreComm.

Overhead (emergency) door buttons

4. A ‘green man’ on the driver’s
information screen will
indicate that the door/brake
interlock is off and the bus is
ready to proceed.
154 BUS SERVICE GUIDE BUS SERVICE GUIDE 155
154 The New Routemaster Modes of operation The New Routemaster Modes of operation 155

Converting the bus from crew to OPO mode 4. The customer assistant then moves the curved, quarter-panel
door into the correct closed/nested position, keeping hands and
1. The driver should check the handbrake is on and the engine is fingers clear of the hand pole.
running.

2. The driver then presses the yellow ‘crew’ button in the cab and
an icon will appear on their information screen.

5. The customer assistant should press and hold the orange lock
button again until they hear the air pressure being released.

3. The customer assistant should press and hold their orange lock
button (located in the inset area by the rear staircase) until they
can hear the air pressure release. An alarm will then sound.
156 BUS SERVICE GUIDE BUS SERVICE GUIDE 157
156 The New Routemaster Modes of operation The New Routemaster Modes of operation 157

6. The final step is for the 3. The driver then presses the
customer assistant to close yellow ‘crew’ button inside
the three-quarter rear door the cab. An icon will appear
using the overhead green on their information screen.
emergency button.

7. Pressing the green interlock release button will stop the alarm. 4. The customer assistant should press and hold the orange lock
button until they hear the air pressure release and an alarm sound.

Converting the bus from crew to OPO mode 5. The customer assistant moves the curved quarter-panel door
into an open position, taking care that it does not foul the
1. Check the handbrake is on and the engine is running. overhead coving panel.

2. The customer assistant

opens the three-quarter rear
door using the overhead red
emergency button.
158 BUS SERVICE GUIDE BUS SERVICE GUIDE 159
158 The New Routemaster Modes of operation The New Routemaster Modes of operation 159

6. They should then press and hold the orange lock button again The customer assistant helps people get on and off safely.
until they can hear the air pressure being released.

7. The alarm can be stopped by pressing the green interlock release

button.

8. Finally, the customer

assistant confirms with the
driver that the crew light in
the cab has been switched
off. The driver may need to
do this by pressing the yellow
‘crew’ button.
160 BUS SERVICE GUIDE BUS SERVICE GUIDE 161
160 The New Routemaster Key points to remember The New Routemaster Key points to remember 161

Key points to remember

You can operate the New Routemaster in either OPO mode, with The New Routemaster is designed to help older and disabled
just a driver, or crew mode, with a driver and customer assistant. passengers travel safely and comfortably. All buses can kneel to
The rear platform (and door) is open in crew mode. The driver make getting on and off easier and have a step-free gangway on
operates all three doors, including the rear door, when the bus is the lower deck, a wheelchair ramp, dedicated priority area for
in OPO mode wheelchair users and a T-loop system transmitting
announcements for passengers with hearing aids
The driver is responsible for passenger safety and comfort at all
times, whether a customer assistant is on board or not, and for Both the driver and customer assistant should be ready to offer
checking the bus when it is on a stand. Check the bus regularly help if a passenger is having difficulty, and should give wheelchair
for unattended bags or packages, with the customer assistant’s users priority. However, if other passengers insist on occupying
help when available the wheelchair priority area, even after you have requested they
move to make room for a wheelchair user, you cannot make
The customer assistant should normally stand at the rear open them leave the bus (see page 150)
platform to help people get on and off safely, both at stops and
between stops. They should patrol the bus to check for unusual When the bus is in crew mode, passengers should never be
or suspicious activity, including unattended items prevented from using the open rear platform to board or alight
between stops, although the customer assistant should advise
Customer assistants should not validate Oyster or contactless if it is not safe to do so. Driving close to the kerb in heavy traffic
payment cards, although you can direct people to card readers will reduce the risk to passengers hopping on or off
(available at all three doors) and advise passengers using Saver
tickets to see the driver

Drivers are responsible for informing passengers about any

change of destination or unscheduled stops owing to breakdown,
and for issuing transfer vouchers to all passengers. Both the
driver and customer assistant should help people transfer to
other buses, and check transfer vouchers presented by anyone
transferring from another bus
308 BUS SERVICE GUIDE BUS SERVICE GUIDE 309
308 Useful contacts Useful contents 309

Useful contacts
Report It
London Buses Customer Services: Report disruptive roadworks at tfl.gov.uk/roadworks or by tweeting
0343 222 1234 @report_it with the hashtag #roadworks
(08:00-20:00, Monday to Friday)
TfL website: tfl.gov.uk
Live bus departures:
countdown.tfl.gov.uk
The following page is for you to make a note of anything you want to
Oyster helpline: know that is not covered in this book.
0343 222 1234
(08:00-20:00, every day)

TfL Lost Property Office: If there is anything that you want to know, which is not
0343 222 1234 covered here, send a text to: 07860 023080*, or email
(08:30-16:00, Monday to Friday except public holidays) [email protected] and we’ll get back to you.
Any lost property found on your bus should be kept in a secure place
until you can hand it in at your garage at the end of your shift.

24-hour travel information:

0343 222 1234 or text 60835

If you see a vandalised bus stop/shelter:

Call 0800 731 3699 or CentreComm (Code Blue)
310 BUS SERVICE GUIDE BUS SERVICE GUIDE 311
310 Notes Glossary 311

Notes Glossary
Advanced Stop Box (ASB) – At junctions, this is an area at the top
of a road where cyclists can wait at the front of traffic at an advanced
stop line (ASL). All other vehicles, including buses, should not stop
in this box and should wait at the first stop line (see page 52).

Assistance dogs – Specially trained dogs that help disabled people

to travel more independently. All assistance dogs are welcomed on
to London’s buses. There is no limit on the number you can allow on
your bus (see page 66).

Barclays Cycle Hire – Cycles provided by TfL that can be hired by

users from docking stations in central and east London.

Barclays Cycle Superhighways – In some parts of London, cycle

routes are marked out in blue to help provide a clearer, direct and
continuous route for cyclists.

Bus station controller (BSC) – TfL staff who help to maintain safe
operation in and around bus stations.

Bus stand – A place away from the bus route where a bus may
stand. The bus engine should be switched off upon arrival
(see page 26).

Card clash – If a passenger has more than one card in their wallet,
they will get card clash and the reader will reject their cards. You
should ask them to take out the card they wish to use and re-present
it to the reader.
312 BUS SERVICE GUIDE BUS SERVICE GUIDE 313
312 Glossary Glossary 313

Cash-free operation – On London’s buses we no longer accept Curtailment – You may be asked to turn your bus short of its usual
cash to pay fares. Passengers need another way to pay for bus destination by a bus company official, a TfL official or the police.
travel: Oyster card, contactless payment card or printed ticket When this happens, you should inform your passengers using the PA.
(see page 100).
English National Concessionary Travel Scheme (ENCTS)
CentreComm – London Buses’ emergency command and control pass – Issued outside London, these passes allow free travel across
centre. It operates 24 hours a day, seven days a week to monitor the England for older and disabled passengers. The local authority name
bus network. CentreComm is the fastest way to get help in an is shown on the top right hand corner (see page 114).
emergency (see page 79).
Electronic ticket machine (ETM) – The standard ticket machine,
Closed-circuit television (CCTV) – Cameras are fitted in various plus Oyster card reader, used on all buses that operate on London’s
places on London’s buses to digitally record visual images for safety, bus network.
security and crime prevention.
Freedom Pass – Similar to the ENCTS pass, these generally allow
Code Blue – When you need to report an incident (not an free travel across England for older and disabled London residents.
emergency) press the blue button on your MDT to call CentreComm The words ‘Freedom Pass’ appear on the top right hand corner
(see page 81). (see page 108).

Code Red – When you need emergency help, press the red button Hail and Ride – A section of a bus route with no fixed bus stops,
on your MDT to call CentreComm (see page 80). often within housing estates, where intending passengers can hail
the bus. You should only stop where it is safe to do so. Avoid areas
Computer aided dispatch (CAD) reference number – If you are a where your view is limited or where you could block other road users
victim of crime, you will be given a CAD reference number by the (see page 26).
police, which is then used to refer to your case (see page 92).
iBus – The system that supports the MDT which allows your bus
Contactless payment card (CPC) – A credit or debit card issued by company, TfL and others (where necessary) to know where you are.
a bank or building society that includes the ‘contactless’ symbol and It also provides the information for audio and visual stop
can be used for contactless payments. Note: Many cards issued by announcements on your bus.
foreign banks will not work on bus readers.
314 BUS SERVICE GUIDE BUS SERVICE GUIDE 315
314 Glossary Glossary 315

iBus pre-loaded SMS text messages – iBus includes a set of Mobility walkers and shopping trolleys – A wheeled device or
pre-loaded SMS (short message service) text messages which help to shopping trolley used by people to assist with their mobility. They
get important messages quicker to your service controller and may ask to use the centre doors and ramp to enter and leave the bus,
reduces the number of radio calls (see pages 88). and this is allowed as it is the safest and easiest way for them to do
so. These can be positioned with the user in the wheelchair priority
iBus pre-recorded announcements – Another feature of iBus is a area (see page 74).
set of pre-recorded automated announcements to support you,
such as ‘Seats are available on the upper deck’ and ‘Can passengers Network traffic controller (NTC) – TfL staff who help with
please make space in the wheelchair area’ (see pages 45, 58). incidents and emergencies that affect London’s bus network.

ITSO smartcard – Smartcards issued by other operators. Currently, One more journey feature – A feature on Oyster cards that allows
these cannot be validated on TfL card readers (see page 105). the user to ‘dip’ into the deposit on their card and make one more
bus journey if they do not have a valid Bus & Tram Pass, Travelcard or
Kneel the bus – The facility to lower the bus so that your entry and the full Oyster fare remaining on their card. If passengers have at
exit doors are nearer to the height of the kerb. It may help an older or least £0.00 value on their card, they will hear a different sound on
disabled person to board or alight if you lower the nearside of the the ticket machine and an emergency fare slip will be printed out
bus before you open the doors. telling them to top up before making their next journey. You can help
by making sure they take the slip and politely explaining this to them
Mobile data terminal (MDT) – The standard iBus radio unit fitted (see page 100).
to all buses that operate on London’s bus network.
Oxygen cylinder – A portable oxygen cylinder that helps the user
Mobility Aid card – A card that helps you to know the holder is with their breathing, generally carried in a bag. You should allow
using an approved mobility aid that can be taken on to the bus. This passengers carrying oxygen cyclinders to board the bus (see page 35).
will be used mainly by mobility scooter users (see page 72).
Police community support officer (PCSO) – A member of police
staff who can assist and support you with issues on your route.
Some of their powers are similar to those of a police officer and they
are trained in particular skills such as evidence gathering and
communication with the public.
316 BUS SERVICE GUIDE BUS SERVICE GUIDE 317
316 Glossary Glossary 317

Public address (PA) system – Every MDT fitted to a bus includes Transfer voucher – A voucher issued to each passenger who used
a microphone that allows you to make announcements to your Oyster pay as you go or a contactless payment card, when you are
passengers. This is particularly useful, for example, before you asked to curtail your bus and they need to transfer to another bus.
go on diversion (see page 54). These can be issued to buggy owners already on the bus, if they
are willing to get off to provide more space for another buggy or
Report IT – Roadworks should be tidy, safe, have clear signage to wheelchair user. The transfer voucher is valid for up to 60 minutes
explain what is happening, and take up as little space as possible. from issue on any London bus service going the same way. Remind
If you see any roadworks that are not reaching these standards, you card users not to touch in on the next bus (see page 32).
can report them at tfl.gov.uk/roadworks or by tweeting @report_it
with the hashtag #roadworks. Transport for London (TfL) – We are the integrated body
responsible for the Capital’s transport system. Our role is to
Resolution number – A three-digit number that you enter into the implement the Mayor’s Transport Strategy and manage transport
ticket machine to prevent Oyster users from being overcharged services across London, for which the Mayor has ultimate
when there is disruption on Tube or rail services (see page 120). responsibility. We manage London’s buses, London Underground,
the Docklands Light Railway, London Overground and London
Revenue protection inspector (RPI) – TfL staff who are employed Tramlink. We also run London River Services, Victoria Coach Station
to ensure passengers are paying the right fares and using the correct and London Transport Museum. We manage a 580km network of
tickets (see page 136). main roads, all of London’s 6,000 traffic lights, regulate taxis and
the private hire trade and run Barclays Cycle Hire.
T-loop – Amplifies sound for passengers with hearing aids. If the
bus is fitted with a T-loop there will be a sign on the cab door, and Travel support card – A card that allows the holder to write down
the passenger must select the ‘T’ position on their hearing aid. key information which helps them explain their transport needs and
The T-loop operates in the drivers cab area and the area around gives the holder more confidence. For example, this may be used by
the wheelchair priority space. someone with learning difficulties (see page 67).

Workplace Violence Unit (WVU) – A partnership between TfL and

the Metropolitan Police Service dedicated to the investigation of
assaults (including spitting) on frontline bus staff ( ).
318 BUS SERVICE GUIDE BUS SERVICE GUIDE 319
318 Index Index 319

Index
11 to18 year olds ......................................... 106, 107, 112, 126, 132 Contactless payment cards ....... 11, 24, 30, 31, 38, 39, 102-104, 125,
Advanced stop box (ASB) ...................................................... 52, 311 130, 132-134, 141, 145, 160, 312,
Advanced stop line (ASL) ............................................................ 311 Problems ............................................. 103, 104, 123, 125, 132
Alcohol on the bus....................................................................... 36 Validity ............................................ 11, 24, 102, 103, 145, 312
Animals ............................................................................33, 34, 66 Council Attendant Staff Pass ..................................................... 118,
Announcements .............................................................. 45, 54-59 Curtailments ........................................................ 30-32, 42-44, 313
Personal .......................................................................... 54-57 Cycles
Pre-recorded ............................................. 23, 45, 54, 58, 59, 314 On the bus...................................................................... 35, 36
Assistance dogs ..............................................................33, 66, 311 On the road .............................................................51, 52, 311
Avoiding conflict................................................................58, 90, 91 Day Travelcards .......................................................................... 111
Bike ............................................................................... see 'Cycles' Disabled passengers ..........13, 20, 23, 31, 53, 62, 63, 66, 67, 101, 109,
Blind and partially sighted passengers ...................... 64, 65, 109, 121 111, 114, 115, 122, 145
Branches, low hanging and other obstacles ................................... 86 Diversions ............................................................. 28, 54, 80, 85, 86
Breakdowns ..................................................30-32, 80-81, 133, 147 Dogs .................................................................................33, 34, 66
Buggies ..........................................14, 15, 38, 39, 59, 66, 68,70, 150 Assistance dogs .................................. 33, 65, 66, 109, 121, 113
Bus & Tram Pass .................................................................. 118, 315 Guide dogs ..........................................33, 65, 66, 109, 113, 121
Bus service guide ........................................................................ 162 On board ........................................................................ 33, 34
Bus stand ......................................................................26, 144, 311 Puppy walkers ................................................................33, 113
Bus station controller (BSC) ...................................................27, 311 Electronic cigarettes on the bus ............................................. 20, 36
Bus stops .................................................................... 12, 22, 81, 84 Emergency, getting help ..................................80, 82, 83, 85, 87, 116
Busy stops ............................................................................ 12 English National Concessionary Travel Scheme ......33, 105, 114, 115,
Stopping policy ..........................................................12, 22, 26 121, 125
Card clash ...................................................................104, 134, 311 Food on the bus ........................................................................... 36
Cash-free operation .................................................11, 67, 100, 312 Freedom Pass........ 13, 62, 65, 72, 108, 109, 114, 115, 121, 125, 134,
CentreComm ................................... 28, 78-88, 91-93, 120, 153,312 145, 313,
Checking tickets .............................................................25, 110-120 Getting help ............................................................................ 67-82
Code Blue ............................................................... 81, 93, 308, 312 Guide dogs ...............................................65, 66, 109, 113, 121, 313
Code Red ...............26, 28, 71, 80, 81, 82, 84-86, 88, 91-95, 133, 146 Hail and Ride ........................................................................ 26, 313
iBus pre-recorded announcements .23, 30, 45, 54, 58, 59, 68, 70, 314
320 BUS SERVICE GUIDE BUS SERVICE GUIDE 321
320 Index Index 321

Identification codes (ICs) .............................................................. 86 Phonetic alphabet ........................................................................ 87

Kneeling the bus ..........................................22, 62, 71, 74, 148, 314 Police ........................................................84, 85, 116, 117, 123, 126
LUL resolution number .............................................................. 120 Free travel ................................................................... 116, 117
Major incidents ............................................................................ 93 Police community support officers (PCSOs) ..................116, 315
Mobile data terminal (MDT)................20, 40-46, 54, 59, 88, 128, 314 Police officers and special constables .................................. 117
Mobility Aid card .............................................................22, 73, 314 Public address (PA) system ............. 23, 28, 30, 54, 55-58, 68, 70, 86,
Mobility scooters ............................................................ 72, 73, 314 142, 150, 316
Mobility walkers................................................................... 74, 315 Puppy walkers .......................................................................33, 113
Network traffic controller (NTC) ................................................. 315 Resolution number ............................................................ 120, 316
Older passengers ...........12, 62, 63, 67, 101, 108, 109, 114, 115, 122, Revenue protection inspector (RPI) .........84, 113, 119, 123, 125, 126,
130, 145, 313 127, 136, 316
One more journey feature ..................................... 11, 100, 135, 315 Saver tickets................................................................ 119, 141, 160
Other road users .....................................................................52-53 School party tickets .................................................................... 112
Oxygen cylinders ...................................................................35, 315 Scooters ..................................................................72, 73, 109, 121
Oyster ........11, 24, 30, 31, 38, 39, 100, 102, 103, 104, 106, 107, 109, Shopping trolleys.................................................................. 74, 315
111, 117, 125, 130-136, 141, 145, 160 Stopping policy..................................................................12, 22, 26
Problems ............................... 103, 104, 125, 130-132, 134, 135 Suspicious packages ..................................................................... 94
Validity...................................................................24, 102, 103 Suspicious people ........................................................................ 95
Paint, on the bus .......................................................................... 36 T-loop .................................................................. 65, 150, 161, 316
Parking council attendant staff pass............................................ 118 Temporary Authority to Travel Tickets (TATTs) ............................ 113
Passengers Text messages (available on iBus) ..................................... 88-89, 314
11 to 18-year-olds ................................ 106, 107, 112, 126, 132 Tickets ....................................................................... 24, 25, 96-136
Disabled............ 13, 20, 23, 31, 53, 62, 63, 66, 67, 101, 108, 109, Not normally accepted on buses ......................................... 120
111, 114, 115, 145 Still accepted but not on general sale .......................... 118, 119
Older ........ 12, 53, 62, 63, 67, 101, 108, 109, 114, 115, 122, 130, Transfer voucher .............. 14, 30-32, 39, 70, 133, 147, 150, 161, 317
145, 313 Travelcard ...........................................................................111, 112
Under 11..................................................................... 106, 121 7 Day and longer ................................................................. 112
Unable to pay..........................................11, 100, 122, 123, 130 Day..................................................................................... 111
Pass Withdrawal Envelope (PWE) .................................122, 125, 127 Travel information for passengers ................................136, 308, 309
 BUS SERVICE GUIDE 323
322 Notes Notes 323

Notes
Travel support card ............................................ 13, 24, 67, 101, 317
Under 11s ...........................................................................106, 121
Unpaid Fare Report (UFR) ................... 101, 122-124, 126, 127, 135, 136
Useful contacts ................................................................. 308, 309
Vandalism .............................................................................. 80, 81
Victims of crime........................................................................... 80
Visually impaired passengers ....................................... 22, 53, 63-65
Vulnerable passengers .................. 7, 11, 26, 100, 101, 107, 122, 130,
132, 135
Wheelchairs ........................ 14, 15, 38, 39, 68-72, 121, 148-150, 161
Wheelchair priority area ........................14, 38, 54, 65, 66, 68, 70, 72
Wheelchair ramp ..................19, 25, 68, 69, 71, 72, 74, 148, 149, 161
Workplace Violence Unit (WVU) ........................................... 92, 317
Youth Data Form (YDF) ....................................84, 122, 126, 127, 133
Zip Oyster photocard............................................102, 106, 107, 132
Not for resale