Tube’s ‘lost customer hours’ hits 21million mark for last 12 months


Tube travellers have already wasted 21million hours on the London Underground this year as a result of delays.

The latest figures from Transport for London (TfL) reveal that from the start of this financial year (April 2018 to February this year), Underground passengers have been delayed by 21, 090, 396 hours.

Customers lost a total of 23,939,663 hours the year before. ‘Lost customer hours’ is the total additional journey time as a result of delays lasting more than two minutes. The month with the most lost hours on the Tube was October 2018, with customers losing 2,929,829 hours.

Richard Jones, TfL’s head of network delivery, said: “We have cut Tube delays significantly in recent years and continue to reduce them by introducing new train fleets, upgrading our signalling systems and refurbishing our stations.

“Lost customer hours is one of a number of measures of performance we use to identify areas of improvement on the network that enable us to deliver a better service to our customers.

“We monitor lost customer hours for service delays on a daily basis and deploy our resources to those areas which need improvement.”