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Description

Gem Collins

I'm having trouble with the 237 bus route. It seems to be really sporadic, and during rush hour we can wait 15-25 mins before seeing one, which isn't good as it is the only bus route heading from Brentford/ Chiswick to the Central Line in Shepherd's Bush. All other buses go to Hammersmith so the 237 is absolutely vital. Seeing as it's always packed and often too full to let others on, perhaps Metroline could think about adding an extra bus or two in rush hour, ESPECIALLY between 8-9am?

May I add that since the Hammersmith flyover's been closed, bringing extra traffic to Brentford/ Chiswick, all buses between 8.35am and 9.05am, both yesterday and today, terminated about two miles early due to being delayed in traffic. The queues this morning for a 237 were as if a tube strike were on. I was an hour late for work today due to the severe lack of 237 buses going to Shepherd's Bush. How is this a good service for commuters? I know the bus drivers have to have their allocated break and so on, but what happens to the commuters who rely on buses?

Problem History

  • 1 Gem Collins reported the issue on FixMyTransport. close 15:01 05 Jan 2012
  • 2 Gem Collins wrote to Transport for London close 15:01 05 Jan 2012

    Here is the letter that Gem Collins wrote.

    irregular bus service

    Hi there,
    I'm having trouble with the 237 bus route. It seems to be really sporadic, and during rush hour (8-9.30am and 5-6pm) we can wait 15 mins before seeing one, which isn't good as it is the ONLY bus route heading from Brentford/ Chiswick to the Central Line in Shepherd's Bush and back. All other buses go to Hammersmith so the 237 is absolutely vital. Seeing as it's always packed and often too full to let others on, perhaps you at Metroline could think about adding an extra bus or two in rush hour? At 5.35pm it is impossible to get on at the Shepherd's Bush stop going towards Brentford. And the buses only come once every 10-15mins, please don't tell me it's more because I know it isn't; I use the route 5 days a week all year round and have done so for a decade. Rush hour is bad enough as it is. Please help by laying on another bus or two in rush hours!
    Many thanks...

  • 3 [email address] responded to Gem Collins close 15:05 05 Jan 2012
    Thank you for your email. We can now confirm that this has been
    received.

    For further information about the Surface Transport Complaints
    and Feedback Policy including timescales, please see
    [1]http://www.tfl.gov.uk/corporate/about-tf...

    Problems with roadworks or other street faults? In support of
    the Mayor’s Streetworks Code of Conduct to help cut congestion,
    please report these issues by visiting
    [2]http://www.tfl.gov.uk/roadusers/reportas...

    show quoted sections

    References

    Visible links
    1. http://www.tfl.gov.uk/corporate/about-tf...
    2. http://www.tfl.gov.uk/roadusers/reportas...
  • 4 [email address] responded to Gem Collins close 11:32 27 Jan 2012
    Our Ref:         1010051834

    Date:              27.01.2012

    [email address]

    Dear Sir or Madam,

    Thank you for your feedback concerning the problems you have
    been experiencing with route 237.

    I can understand how frustrating it must be to have to wait
    longer than usual for your bus. Route 237 should operate every
    6-10 minutes between 6am and 8pm. Clearly this is currently not
    the case and I am sorry for the delay this has been causing to
    your journey.

    We’re committed to providing a first class bus service for our
    customers. To achieve this, we need to ensure that our buses are
    reliable and convenient. Our timetables are planned to ensure
    that we provide a regular and even service, taking issues such
    as traffic congestion into account.

    Our route controllers work to maintain a consistent service, but
    road conditions can change suddenly at any time. All routes can
    be affected by unexpected delays caused by problems such as
    traffic accidents, roadworks, illegal parking or staff
    shortages. This can mean passengers may have to wait longer than
    expected for their bus.

    Let me assure you that we continually monitor the bus network to
    ensure that routes are meeting their performance targets or
    identify any that are not. Where a problem becomes apparent, we
    will work with the operating company concerned to overcome it.

    The biggest causes of delays are illegal parking and traffic
    congestion. In the long term, we’re working with local councils
    and highways agencies to tackle these issues and provide more
    consistent journey times.

    I can inform you that route 237 has been experiencing delays
    recently as a result of the Hammersmith Flyover being closed.
    This has led to additional congestion in the nearby roads, which
    in turn has led to delays on route 237. I am sorry for the
    problems this as caused with your onward journeys.

    Route 237 was recently reviewed when the contract was open for
    tender earlier last year. As a part of this review, we looked at
    the capacity of the route and it was decided that the current
    capacity of the route meets the demand. As I am sure you are
    aware our services can be heavily used during the peak rush
    hours. Consequently we cannot guarantee that all passengers can
    board every service during these times. Please see section four
    of our conditions of carriage at the following link:
    [1]http://www.tfl.gov.uk/assets/downloads/c...
    .

    Nevertheless we will continue to monitor route 237. If a problem
    becomes apparent, we will work closely with Metroline, who
    operates the route on our behalf, to rectify the problem as
    quickly as possible.

    Thank you for taking the time to contact me. I hope your future
    bus journeys are more pleasant. If you have any further queries,
    please don’t hesitate to contact me.

    Yours sincerely,

    Transport for London Customer Experience

    DO NOT DELETE.............................
    {ticketno:[2382577]}
    DO NOT DELETE.............................

    Original Text

    From: [email address]
    To: [Transport for London problem reporting email]
    <[email address]>
    CC: [email address] <[email address]>
    Sent: 05.01.12 15:05:03
    Subject: irregular bus service

    Dear Transport for London,

    Hi there, I'm having trouble with the 237 bus route. It seems to
    be
    really sporadic, and during rush hour (8-9.30am and 5-6pm) we
    can
    wait 15 mins before seeing one, which isn't good as it is the
    ONLY
    bus route heading from Brentford/ Chiswick to the Central Line
    in
    Shepherd's Bush and back. All other buses go to Hammersmith so
    the
    237 is absolutely vital. Seeing as it's always packed and often
    too
    full to let others on, perhaps you at Metroline could think
    about
    adding an extra bus or two in rush hour? At 5.35pm it is
    impossible
    to get on at the Shepherd's Bush stop going towards Brentford.
    And
    the buses only come once every 10-15mins, please don't tell me
    it's
    more because I know it isn't; I use the route 5 days a week all
    year round and have done so for a decade. Rush hour is bad
    enough
    as it is. Please help by laying on another bus or two in rush
    hours! Many thanks...

    ------------------

    Here is some information from FixMyTransport about the location
    of
    this issue:

    Location name: Number 237 bus route

    Area: between London, Brentford, Brentford End, and Hounslow
    West

    ----------

    To view a map of the precise location of this problem, or to
    provide an update on the problem, please visit the following
    link:

    http://www.fixmytransport.com/campaigns/...

    [ PLEASE NOTE: Your replies to this problem report will be sent
    to
    Gem Collins and will be published online. This message was sent
    via
    FixMyTransport.com - a not-for-profit service dedicated to
    helping
    people get public transport problems resolved. If there is a
    more
    appropriate email address for messages about this type of
    problem,
    please let us know by visiting
    <http://www.fixmytransport.com/feedback>. This will help improve
    the service for people travelling. We also welcome any other
    feedback you may have. ]

    References

    Visible links
    1. http://www.tfl.gov.uk/assets/downloads/c...
  • 5 Gem Collins wrote to [email address] close 13:20 10 Feb 2012

    -----Original Message-----

    Our Ref:         1010051834

    Date:              27.01.2012

    Hi there,

     Thank you for responding. I still find the 237 quite sporadic, but am now looking for an alternative route so I don't have to rely on the bus. But thank you for explaining the process and how the frequency of buses is decided.

    Best,
    Gemma.

     

    [email address]

     

     

    Dear Sir or Madam,

     

    Thank you for your feedback concerning the problems you have
    been experiencing with route 237.

     

    I can understand how frustrating it must be to have to wait
    longer than usual for your bus. Route 237 should operate every
    6-10 minutes between 6am and 8pm. Clearly this is currently not
    the case and I am sorry for the delay this has been causing to
    your journey.

     

    We’re committed to providing a first class bus service for our
    customers. To achieve this, we need to ensure that our buses are
    reliable and convenient. Our timetables are planned to ensure
    that we provide a regular and even service, taking issues such
    as traffic congestion into account.

     

    Our route controllers work to maintain a consistent service, but
    road conditions can change suddenly at any time. All routes can
    be affected by unexpected delays caused by problems such as
    traffic accidents, roadworks, illegal parking or staff
    shortages. This can mean passengers may have to wait longer than
    expected for their bus.

     

    Let me assure you that we continually monitor the bus network to
    ensure that routes are meeting their performance targets or
    identify any that are not. Where a problem becomes apparent, we
    will work with the operating company concerned to overcome it.

     

    The biggest causes of delays are illegal parking and traffic
    congestion. In the long term, we’re working with local councils
    and highways agencies to tackle these issues and provide more
    consistent journey times.

     

    I can inform you that route 237 has been experiencing delays
    recently as a result of the Hammersmith Flyover being closed.
    This has led to additional congestion in the nearby roads, which
    in turn has led to delays on route 237. I am sorry for the
    problems this as caused with your onward journeys.

     

    Route 237 was recently reviewed when the contract was open for
    tender earlier last year. As a part of this review, we looked at
    the capacity of the route and it was decided that the current
    capacity of the route meets the demand. As I am sure you are
    aware our services can be heavily used during the peak rush
    hours. Consequently we cannot guarantee that all passengers can
    board every service during these times. Please see section four
    of our conditions of carriage at the following link:
    [1]http://www.tfl.gov.uk/assets/downloads/conditions-of-carriage-january-2012.pdf
    .

     

    Nevertheless we will continue to monitor route 237. If a problem
    becomes apparent, we will work closely with Metroline, who
    operates the route on our behalf, to rectify the problem as
    quickly as possible.

     

    Thank you for taking the time to contact me. I hope your future
    bus journeys are more pleasant. If you have any further queries,
    please don’t hesitate to contact me.

     

    Yours sincerely,

     

     

    Transport for London Customer Experience

     

     

    DO NOT DELETE.............................
    {ticketno:[2382577]}
    DO NOT DELETE.............................

    Original Text

    From: [email address]
    To: [Transport for London problem reporting email]
    <[email address]>
    CC: [email address] <[email address]>
    Sent: 05.01.12 15:05:03
    Subject: irregular bus service

    Dear Transport for London,

    Hi there, I'm having trouble with the 237 bus route. It seems to
    be
    really sporadic, and during rush hour (8-9.30am and 5-6pm) we
    can
    wait 15 mins before seeing one, which isn't good as it is the
    ONLY
    bus route heading from Brentford/ Chiswick to the Central Line
    in
    Shepherd's Bush and back. All other buses go to Hammersmith so
    the
    237 is absolutely vital. Seeing as it's always packed and often
    too
    full to let others on, perhaps you at Metroline could think
    about
    adding an extra bus or two in rush hour? At 5.35pm it is
    impossible
    to get on at the Shepherd's Bush stop going towards Brentford.
    And
    the buses only come once every 10-15mins, please don't tell me
    it's
    more because I know it isn't; I use the route 5 days a week all
    year round and have done so for a decade. Rush hour is bad
    enough
    as it is. Please help by laying on another bus or two in rush
    hours! Many thanks...

    ------------------

    Here is some information from FixMyTransport about the location
    of
    this issue:

    Location name: Number 237 bus route

    Area: between London, Brentford, Brentford End, and Hounslow
    West

    ----------

    To view a map of the precise location of this problem, or to
    provide an update on the problem, please visit the following
    link:

    http://www.fixmytransport.com/campaigns/1175

    [ PLEASE NOTE: Your replies to this problem report will be sent
    to
    Gem Collins and will be published online. This message was sent
    via
    FixMyTransport.com - a not-for-profit service dedicated to
    helping
    people get public transport problems resolved. If there is a
    more
    appropriate email address for messages about this type of
    problem,
    please let us know by visiting
    <http://www.fixmytransport.com/feedback>. This will help improve
    the service for people travelling. We also welcome any other
    feedback you may have. ]

    References

    Visible links
    1. http://www.tfl.gov.uk/assets/downloads/conditions-of-carriage-january-2012.pdf

  • 6 [email address] responded to Gem Collins close 13:25 10 Feb 2012
    Thank you for your email. We can now confirm that this has been
    received.

    For further information about the Surface Transport Complaints
    and Feedback Policy including timescales, please see
    [1]http://www.tfl.gov.uk/corporate/about-tf...

    Problems with roadworks or other street faults? In support of
    the Mayor’s Streetworks Code of Conduct to help cut congestion,
    please report these issues by visiting
    [2]http://www.tfl.gov.uk/roadusers/reportas...

    show quoted sections

    References

    Visible links
    1. http://www.tfl.gov.uk/corporate/about-tf...
    2. http://www.tfl.gov.uk/roadusers/reportas...
  • 7 Gem Collins added an update close 13:29 10 Feb 2012

    Had a nice reply from TFL but not much they can do, as the stats show the buses are not over-subscribed. 237s are still very sporadic and during rush hour are often bunched together or with huge gaps. Waited over 20 mins yesterday, 8.45am until 9.05am when I jumped in a black cab to the tube. God knows when the bus actually arrived, the bus stops were heaving with angry commuters. Shame the 237 can't stick to its 7-9min frequency, I'm not sure it's actually true. Gaps are at LEAST 10 - 15 mins when traffic isn't bad so think that is a bit of a porkie... False advertising?!

    Just to add, last Friday I waited 25mins for a bus at Shepherd's Bush station/ Westfield (one sailed through - "Not In Service") - there were HUNDREDS of people at the bus stop and not all could get on when the bus turned up at 5.45pm. This is PRIME commuter time, plus it was below freezing. If only Metroline buses would offer refunds for such poor service. I'll be expecting the same tonight.

  • 8 Peter Dixon commented close 19:39 10 Feb 2012

    Gem

    Keep logging these service issues. If they continue to fail to deliver the service you can take your complaint to the Traffic Commissioner who will be able to take action against them.

    anorak
    admin
  • 9 Gem Collins commented close 16:49 23 Feb 2012

    Thanks Peter, I will do!

  • 10 Colin Liebenberg commented close 14:24 27 Feb 2012

    Hey Gem,

    It would appear I am having the same experiences as yourself with the terribly managed 237 service, I have given you my support. I have just raised a similar complaint, please could you support my case as well.

    I know a number of other people having the same issues I will have them sign up for support as well. The 237 issue seems to be a daily occurrence now, got stung again today - took an hour to get to work in Chiswick from the time i arrived at the bus stop on Shepherds Bush Rd, waited 26 mins for a bus. This is a journey that normally took about 20 - 25mins in the good old days. Sadly those days seem to be long gone now.

    Regards Colin Liebenberg

  • 11 Colin Liebenberg commented close 14:27 27 Feb 2012

    Here is the link for my issue:

    http://www.fixmytransport.com/campaigns/fix-a-substandard-237-service-during

  • 12 Hrista Masen-Wayland Herondale commented close 02:08 19 Jul 2012

    I am also having some serious issues with 237. It seems to be getting even worse, and in the run-up to the Olympics, I dread to think what it will be like during the actual games...a bus every hour, maybe.

    Three days in a row I've had to deal with 30 minute waits. Once, it was at about 5pm, and the other two were at 11pm. Granted, this is late in the evening, but the advertised times for the bus are 7-12 minutes, not 30. There is barely any traffic. To add insult to injury, there were THREE 237 strung together (I got on the bus at Shepherd's Bush, and only noticed the triple bus parade later).
    There are aways too many people to fit on this bus. It is an absolute joke. It takes less time in lunchtime traffic than at 11pm? I mean, for real!

  • 13 Hrista Masen-Wayland Herondale commented close 02:09 19 Jul 2012

    P.S. When and how can we contact the Traffic Commissioner?

  • 14 Peter Dixon commented close 21:57 19 Jul 2012

    Hello Hrista

    FixMyTransport Volunteer here

    That is a really good question. My initial attempts to get engagement from the Traffic Commissioners have not been successful.

    However, because you are in London, you should first contact TfL, then London Travelwatch, then the Commissioners.

    anorak
    admin
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