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Our Ref:         1009865523

Date:              16.12.2011

[email address]

Dear  Sir or Madam

Re: Route 261 – Your Complaint

Thank you for your complaint dated 22 November which you
submitted via the Transport for London (TfL) website in relation
to the delays that you have encountered with this bus service. 
I would very much like to apologise for the difficulties that
you have experienced.

I can assure you that we take such issues seriously.  Indeed, we
understand how important it is for our customers to be provided
with a reliable service that arrives at the designated bus stops
to there specified frequency.  Regrettably, due to factors
outside of our control, this is not always possible.  Such
issues include, but are not limited to: roadworks, increased
traffic congestion, bus related incidents, and as we enter the
colder months which are now upon us, the negative impact that
adverse weather can play on the running times of our services.

I have raised the issues you encountered on 17 November with
Metrobus who operate this service on our behalf.  They have
assured me that they will do their utmost to ensure to ensure
that there services operate on time as far as possible, taking
into account that issues can arise along the route that prevents
this.  We shall continue to monitor the performance of this
route.

I hope that you do not incur any further issues with this
service.  In the event that you do, please let me know and I
will be happy to look into any further issues that you wish to
raise. 

Yours sincerely

Benjamin Lyon

Customer Service Advisor

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