§ Mr. BayleyTo ask the Secretary of State for Transport how many London Underground customers have received compensation due to delays in their service since January 1993; and how much compensation in total has been paid to those customers.
§ Mr. NorrisSince 1 January 1993 compensation totalling £180,357 has been paid in response to 59,251 individual claims. There is currently a large number of outstanding claims relating to incidents in the past two months of 1993, particularly the power failure on the Central line.
§ Mr. BayleyTo ask the Secretary of State for Transport what quality of service targets were published by London Underground in May 1992; and how it has performed in relation to them.
§ Mr. NorrisThe information requested is shown in the table.
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Service performance targets Trains in customer service Escalators in customer service Lifts in customer service 4Train service headways 5Station closures 6Ticket purchasing Other targets violent crime 4 weeks ending 18 July 1992 98.4 90.0 92.2 95.9 45 99.94 1.12 4 weeks ending 18 August 1992 98.2 89.5 91.9 96.5 39 99.87 1.36 4 weeks ending 12 September 1992 98.4 88.3 92.4 95.9 32 99.95 1.02 4 weeks ending 10 October 1992 98.3 89.1 94.0 96.6 31 99.92 1.19 4 weeks ending 7 November 1992 97.7 89.6 92.1 95.0 46 99.92 1.53 4 weeks ending 5 December 1992 97.9 90.0 91.7 95.0 42 99.95 1.59 4 weeks ending 2 January 1993 97.8 88.5 89.5 94.4 38 99.93 1.41 4 weeks ending 30 January 1993 97.6 88.3 90.2 95.0 34 99.93 1.29 4 weeks ending 27 February 1993 97.0 87.3 91.6 93.5 26 99.89 1.38 4 weeks ending 31 March 1993 97.2 89.4 90.9 94.8 56 99.91 1.12 Overall3 for 1992–93 98.0 89.0 91.0 95.2 40 99.93 1.29
Customer satisfaction targets Cleanliness of trains Cleanliness of stations Staff helpfulness and availability Information on trains Information on stations Ticket purchasing7 Targets set for 1993–948 81 89 86 86 81 92 4 weeks ending 24 April 1993 82 89 85 89 81 90 4 weeks ending 22 May 1993 83 89 85 90 83 89 4 weeks ending 19 June 1993 84 88 86 92 82 90 4 weeks ending 17 July 1993 84 89 87 93 83 91 4 weeks ending 14 August 1993 84 89 87 93 82 92 4 weeks ending 11 September 1993 86 90 88 94 83 93 4 weeks ending 9 October 1993 87 91 90 94 83 93 4 weeks ending 6 November 1993 87 91 90 95 84 93 4 weeks ending 4 December 1993 86 91 89 95 84 92 Overall to date 1993–94 85 89 87 93 83 91
Service performance targets Trains in customer service Escalators in customer service Lifts in customer service 4Train service headways 5Station closures Other targets Violent crime Targets8 set for 1993–94 98.0 89.0 92.0 95.0 30 To reduce 4 weeks ending 24 April 1993 97.7 88.9 93.1 95.3 37 1.38 4 weeks ending 22 May 1993 97.8 90.9 95.3 95.5 24 1.47 4 weeks ending 19 June 1993 98.0 87.4 90.9 95.4 40 1.20 4 weeks ending 17 July 1993 98.1 88.1 89.6 95.7 43 1.29 4 weeks ending 14 August 1993 98.2 89.6 92.4 95.6 30 1.40 4 weeks ending 11 September 1993 98.1 90.5 94.0 96.4 32 1.56 4 weeks ending 9 October 1993 97.9 91.5 91.3 96.3 26 1.21 4 weeks ending 6 November 1993 97.9 91.5 93.2 94.5 23 1.06 4 weeks ending 4 December 1993 97.6 92.4 95.0 94.9 72 1.06 Overall to date 1993–94 97.8 90.2 92.3 95.5 36 1.30 Notes:
1Source: London Underground Limited.
2 All figures are percentages apart from Station closures.
3 Includes figures for 4 weeks to 25 May 1992 which are not included in the table.
4 Timed interval between trains.
464W465W5 Stations closures within LUL's control.
6 Percentage of stations with at least one way of buying a ticket.
7 New target for 1993–94.
8Targets set in May 1992 for 1993–94 were reviewed and amended where necessary.