TfL Ref: 3539-2425

Thank you for your request received by Transport for London (TfL) on 1 February 2025 asking for information about bus complaints about the new BYD BD11 electric buses recently introduced on routes 101, 320, and 473.

Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy.  I can confirm that we hold the information you require. You specifically asked: I am writing to make a formal request under the Freedom of Information Act 2000 for the following information regarding the new BYD BD11 electric buses recently introduced on routes 101, 320, and 473:

The total number of complaints and comments received by Transport for London (TfL) regarding these electric buses on the aforementioned routes, from 20th December 2024 to the present day (1 February 2025).

A breakdown of these complaints and comments, categorised by type (e.g., issues related to the design, reliability, comfort, etc.).

Any additional information concerning patterns or trends in the complaints and comments (e.g., frequently mentioned concerns, etc.).

We have received 33 contacts in total over the period you asked about  - please see the attached sheet which provides the information you have requested. 

Please note that the dates for the start of use of the electric buses for each route are as follows as they were staggered to the replacement of their current fleet:

If this is not the information you are looking for, or if you are unable to access it for any reason, please do not hesitate to contact me.

Please see the attached information sheet for details of your right to appeal as well as information on copyright and what to do if you would like to re-use any of the information we have disclosed. 

Yours sincerely

Sara Thomas

FOI Case Management Team

General Counsel

Transport for London