MAYOR OF LONDON
Transport for London
Transport for London
Corporate Design, 13th Floor Windsor House, 42–50 Victoria Street, London SW1H 0TL t: 020 3054 6257
File name: Designer: Created: Amended:
BRB3 Pages Trent 05/22/12 May 28, 2012 1:11 PM
Client: London Buses Document size: 105x148mm, 296pp Colour: CMYK
Third edition Š2012 For staff use only
Contents Introduction
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Frequently asked questions
5
The basics
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More than just a driver
41
Older and disabled passengers
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Getting help
65
A driver's guide to ticketing
83
Bus service guide
127
Useful contacts, Glossary and Index
281
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Introduction
Welcome to the Big Red Book The population of London is growing and demand for the bus service is at its greatest since the 1950s. As passenger numbers increase, our responsibility to carry passengers safely, reliably and comfortably is also becoming more important. This latest edition of the Big Red Book contains new and updated guidance to help you continue to deliver the high standards our customers expect. We’ve added and updated guidance, but can’t cover all possibilities. If you’re in doubt about how to handle a situation, think about how you would like to be treated and you will have the answer. Often customers just want to be kept informed, so we have included a new section on page 46 about using your PA for this purpose. Thank you for your contribution towards making the bus service in London world class.
Leon Daniels Managing Director, Surface Transport Transport for London
Introduction
What’s new? We’ve added or changed guidance on the following topics: Serving busy bus stops ....................................................Page 10 When to kneel the bus .............................................Pages 19, 53 Wheelchairs and mobility scooters ..................................Page 57 Using the public address (PA) system ...............................Page 46 Pre-recorded announcements .........................................Page 49 Avoiding conflict .............................................................Page 77 New Travel Support Card .................................................Page 56 Carriage of dogs .................................................Pages 28, 29, 55 As well as this, there are the usual updates on fares and tickets plus your new Bus Service Guide on page 127 and a glossary on page 284. There is also an improved contents list and index to make it easier for you to find what you need. We want to know how we can help you do your job and if there are any issues you think we should know about.
Get in touch and we’ll help you if we can Text your questions to: 07860 023080* Email: busdriverfeedback@tfl.gov.uk ...and we’ll get back to you. *Your normal network rate applies
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Frequently asked questions This section provides answers to issues around: Wheelchair users Passengers with buggies Serving bus stops Passengers who cannot pay
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Frequently asked questions
Frequently asked questions This section provides answers to many of the issues we know you face and customers tell us about: Wheelchair users Passengers with buggies Serving bus stops Passengers who cannot pay or are having trouble with their Oyster card There are more detailed answers to these issues further on in the book but here is a brief summary plus details of where to find more information.
Frequently asked questions
Top questions asked 1. What do I do if there are people or buggies in the wheelchair area and a wheelchair user wants to board? Wheelchair users are to be given access to the wheelchair space even if it is occupied by other passengers or buggies. Use the iBus automated announcement to make it clear that the wheelchair space is needed. If necessary, politely but firmly ask the buggy owners to move or fold their buggies to let the wheelchair user into the area as this is the only safe place for them to travel. Explain you will give them the time they need to do this and be patient and polite. Do not move off until they are re-positioned. Sometimes it is possible for a wheelchair and an unfolded buggy to share the space. You should allow this provided the wheelchair user is in the correct position and the buggy does not block the gangway. See ‘The basics’ page 33
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Frequently asked questions
2. What do I do if a passenger wants to board with a buggy and there are already buggies on board? Generally, it is safe to have two unfolded buggies in the space depending on their size. However, there is no fixed rule on the maximum number of buggies allowed because every situation is different - it depends on the size of the buggy, the space available and how full your bus is. Only ask passengers to move or fold their buggy down if space is needed by a wheelchair user or if it will cause an obstruction. There is no restriction on the number of folded buggies as long as they do not block the aisle. See ‘The basics’ page 33
3. Why should I pick up passengers if they don’t put their hand out at the bus stop? Whether it is day or night, if there is someone at the bus stop, you have to stop. If you are sure nobody is waiting for your bus, or wants to get off, you can keep going. If in doubt, stop. The policy changed because some passengers may not know they need to put their hand out or they might be visually impaired making it difficult for them to know which bus they should flag down. See ‘The basics’ page 19
Frequently asked questions
4. Do I have to stop more than once at busy bus stops? You may need to. Older customers 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 round 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 forward nearer to the stop. See ‘The basics’ page 19
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Frequently asked questions
5. What if a passenger has a problem with their Oyster card? If the card is not working, there is little you can do to solve the problem, but always be patient and polite. Ask the passenger to try again, touching their card flat on the yellow target of the reader. If it still does not work, use the information on the ETM 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/oyster Tube ticket offices The Oyster helpline on 0845 330 9876 If the passenger still wants to travel they will have to pay the cash fare. In the Pay Before You Board (PBYB) area, passengers must buy tickets before they board Freedom Pass holders do not have to pay if their card is not working, except if it has been stopped. Otherwise, check the expiry date, make sure their photocard is a true likeness, let them board and advise them to get a replacement Freedom Pass
Frequently asked questions
If a passenger says there should be more money on their Oyster card, it could be for a number of reasons and there is little you can do. They must pay a fare if they want to travel and contact the Oyster Helpline or the place where they got their card to sort out the problem. A receipt is not valid for travel See ‘A drivers’ guide to ticketing’, page123
If there is anything that you want to know, which is not covered here, send a text to: 07860 023080*, or email busdriverfeedback@tfl.gov.uk and we’ll get back to you.
*Your normal network rate applies
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The basics 16........... A typical journey 23........... If your journey is disrupted 28........... What can you allow on board? 33........... Buggies 35........... Using your Mobile Data Terminal (MDT)
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The basics
The basics Customer expectations of the bus service are increasing, so being a professional is key to delivering the high standards needed for London's bus service to be regarded as 'World Class'. This section contains guidance to help you maintain these high standards.
The basics A typical journey
A typical journey Before you leave the garage‌ 1. C omplete your walk round checks and make sure your wheelchair ramp is working. If there is a problem with the ramp you must report it and it should be repaired or your bus substituted before you leave the garage.
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The basics A typical journey
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2. Remember to sign on your ETM module. 3. Y ou also need to make sure your iBus and Mobile Data Terminal (MDT) are working. Visual and audio announcements on iBus make it much easier for disabled passengers as well as those less familiar with the network to use the buses. This is why you must make sure iBus is switched on at all times, unless authorised not to by your service controller.
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. Y ou should be smartly dressed in your company’s uniform and must not wear your hi-vi while driving. 5. M ake sure you have a cash float to cover reasonable amounts presented by passengers during your shift, as this ensures you are able to give change and helps avoid conflict.
On the road… 1. Always drive with the safety and comfort of your passengers in mind. 2. Y ou must not eat or drink, use a mobile phone or listen to headphones or a radio whilst driving or in charge of the bus.
The basics A typical journey
3. D o not chat to anyone (including colleagues) or allow yourself to be distracted while driving. While you are driving, if a passenger asks you a question, explain you will answer their question when you have stopped. 4. M ake sure all the blinds on your bus are set correctly and are easy to read for each journey. If it is dark, the blinds should be lit. If the lights are not working, report this to your garage. 5. Keep your dashboard clean and clear.
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The basics A typical journey
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As your bus reaches the stop‌ 1. K eep an eye out for intending passengers at all times. You must stop to pick up anyone waiting to board your bus: No matter what kind of stop it is (red or white stop flag) Whether they have put their hand out or not Any time, day or night
he reason for this is that visitors to London or people with visual T or other hidden impairments may not know they have to put their hand out or may not be able to.
2. L ook and listen out for passengers intending to get off. Ideally they will let you know they wish to get off by ringing the bell but be prepared to stop in case they do not.
I f you are sure no-one wants to get on or off you can keep going. If in doubt, stop.
3. P ull 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 onto the platform. You must kneel the bus if someone asks you. 4. M ake 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. Do not move off or pull round other buses until you are sure you have picked up all your passengers.
The basics A typical journey
5. I f something is delaying you from reaching the stop, you can let passengers off, providing it is safe to do so. Use your public address (PA) system to let your passengers know. If possible, ask them to leave using the front doors so you can make sure they are safe. This will be appreciated by customers and will help avoid conflict. 6. M ake sure all the passengers who want to get off are safely clear of your bus before you close the doors. 7. B efore moving off, make sure all passengers who boarded are sitting down or holding on safely, especially those who are older, disabled or with young children. 8. C heck to see where there is space on your bus. On a double deck bus, if there are seats on the upper deck encourage customers to go upstairs by playing the pre-recorded iBus announcement or use your PA system (for help on what to say see page 46). If your bus begins to fill up with standing passengers, ask them politely to move down using the pre-recorded iBus announcement or your PA system.
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Move down the bus
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No Standing Upstairs
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Smoking not allowed 2/3
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The basics A typical journey
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9. B e prepared to give a little extra time or help to passengers that need it, such as writing things down, confi rming they are on the right bus or facing them so they can lip-read.
S ome passengers may show you the new Travel Support Card, which explains that they need some additional help. (For more information see page 56.)
Checking tickets‌ 1. I f a passenger pays by cash, issue a ticket and give the right change. Ensure you start each shift with a fl oat to cover reasonable amounts presented by passengers as this will lead to fewer problems. (For more information see page 120.) 2. If you are shown a printed ticket, you should check for the following:
TfL roundel and 'Bus Pass' or 'Travelcard' Expiry date
The basics A typical journey
3. I f an Oyster card is used, listen for the beeps and check the information on your ticket machine.
Questions from passengers… 1. I f you are asked 'Where does this bus go to?' or 'Do you go past a Tube station?’ do your best to answer in a helpful way.
Letting passengers off the bus… 1. P ull 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 ramp can be extended correctly. You may use a different part of the kerb if the bus stop is blocked. 2. O n Hail & Ride routes with no fixed bus stops you should only 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 could block other road users.
When you are at a bus stand… 1. Y ou must switch off your engine. Leaving it running wastes fuel, is a noise nuisance and damages health. London Boroughs may also issue you with an on-the-spot penalty.
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The basics If your journey is distrupted
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If your journey is disrupted Diversions 1. C heck at the garage for any planned diversions at the start of your duty and make sure you are familiar with the revised route.
F or unplanned diversions in service, always contact your service controller and follow their instructions. If you’re unsure where to go, call CentreComm using Code Red.
2. F or both planned and unplanned diversions you must tell your passengers what is going on. Use the public address (PA) system to keep them informed. Do not rely on iBus as we will not always be able to update the on-board next stop information. For more help with using the PA system, including what to say and when to say it see page 46. 3. O n diversions, you must serve all bus stops if passengers want to get on or off.
The basics
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The basics If your journey is distrupted
If your bus breaks down or is curtailed 1. Use the PA system to apologise and tell your passengers you will help them on their way as soon as possible. 2. U sing the PA system, you will need to tell passengers who have paid cash or used Oyster pay as you go that they can transfer onto another London bus service going the same way at no extra cost.
The basics If your journey is distrupted
3. Remind Oyster pay as you go users not to touch in on the next bus. 4. T ry to make sure all passengers are transferred to another bus and give your Transfer ticket to the driver of the next bus. Keep a special look out for disabled passengers or those who may need a little extra help from you. For more help on what to say over the PA system see page 46.
461 via Station
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The basics If your journey is distrupted
How to issue a Transfer ticket… Issue an inspector’s ticket for ‘9999’ and give it to the driver of the bus picking up your passengers. You may have to do this with more than one bus, until all your passengers have been picked up.
The basics What can you allow on board?
What can you allow on board? Say yes to: 1. G uide dogs and other assistance dogs – you must allow them on board, and there is no limit to the number of assistance dogs you should allow on.
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The basics What can you allow on board?
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Say yes to: 2. O ther dogs and inoffensive animals – only refuse them if they are 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.
The basics What can you allow on board?
Say yes to: 3. O xygen cylinders – which passengers may be transporting for medical purposes.
4. Bicycles which fold up and can be carried.
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The basics What can you allow on board?
Say no to: 1. Open bottles or cans of alcohol. 2. O pen containers or those leaking fl uid, such as open tins of paint. 3. Anything hazardous or infl ammable, 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 If you decide you cannot allow something on board, apologise and politely explain why.
The basics What can you allow on board?
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The basics Buggies
Buggies We know the number of people with buggies wanting to travel on your bus can be difficult to manage sometimes. The following guidelines are designed to help you cope with these situations at busy times.
When there is more than one buggy 1. G enerally, it is safe to have two unfolded buggies in the wheelchair space 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. Only ask passengers to move or fold down their buggy if the space is needed by a wheelchair user or if it will cause an obstruction. Do not move off until they are re-positioned. 2. S ingle buggies should board by the front door only. 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. Users will still need to touch their Oyster card, show you a ticket or pay a fare. 3. S ometimes it is possible for a wheelchair user and an unfolded buggy to share the space. You should allow this provided the wheelchair user is in the correct position and the buggy does not block the gangway.
The basics Buggies
Dealing with double buggies Passengers with double buggies can board by the centre doors, as it is too diffi cult for them to get on at the front. Passengers must ask your permission fi rst and users will still need to touch their Oyster card, show you a ticket or pay a fare.
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The basics Using your MDT
Using your Mobile Data Terminal Make sure your Mobile Data Terminal (MDT) logs on at the same time as your ETM. It is 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 website. If you need to sign on to the iBus MDT separately from the ETM, enter your details as below:
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Garage
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Route
2<
Oper. No. LOGON
Trip No.
You may also need to use the following process to ensure your MDT is fully operational and you have proper radio communications with your garage.
The basics Using your MDT
1. Enter a route variant.
Press the button next to 'Route variant'
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2. Select where your journey starts and where it ends.
Press the button 343 next to the correct start and end pointROUTE
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London Bridge New Cross 10.11.12
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3. T hen do the same when you enter the details for your return trip.
Scroll up or down to select the required journey
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The basics Using your MDT
Driver-entered curtailments If you need to enter a curtailment, proceed as follows. After a short while you will get a confirmation screen:
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Press the Journey key to display the Journey options
Press the Curtailments key for the curtailment options 10.11.12
The basics Using your MDT
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N - Marble Arch S - Marble Arch
Scroll up or down to select the required curtailment
Press the button next to the curtailment to confirm
A cknowledge the instruction as shown on page 39 or select ‘no’ if there is a mistake and the service controller needs to re-set the instruction for you When acknowledged, the destination announcement will change
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The basics Using your MDT
Curtailments by Service Controller Curtailments by a Service Controller are shown to you as an instruction, which will include an authorisation code:
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Acknowledge the instruction, and only press 'no' if there is a mistake
Remember when you are running out of service back to the garage, you must log off from your MDT to ensure mileage is recorded correctly and your bus does not appear on passenger Countdown signs and the live bus departures website.
The basics Using your MDT
Using pre-recorded announcements
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Select the Interior Sign menu
Scroll up or down until the announcement you want is shown Seats Upstairs
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No Standing Upstairs
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Smoking not allowed 2/3
For more on this topic, see pages 46 and 49.
Press the button next to the announcement that you wish to play to your passengers
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