Punctuality and reliability in bus services: What are the rules and what is the Traffic Commissioner looking for?

The Senior Traffic Commissioner has issued a series of Statutory Guidance documents. All operators are expected to be aware of them. Statutory Document #14 relating to Local Bus Services in England (outside London) and Wales can be found here.

Bus operators are typically required to adhere to published timetables.

The scheduled departure and arrival times are expected to be accurate and reflective of the actual service provided.

Consistent and reliable service frequency is crucial. Passengers should be able to rely on buses arriving at predictable intervals.

Irregular or inconsistent service can lead to passenger dissatisfaction and decreased public confidence.

Buses should not depart from starting points and registered principal timing points more than 1 minute early or more than 5 minutes late, or arrive at the final destination point more than 5 minutes late. In general, 95% of buses should meet this standard.

The Upper Tribunal has stated that the window of tolerance and 95% punctuality target is a sensible and pragmatic approach to short-term problems causing congestion beyond that which should have been taken into account when setting the timetable, and it is therefore accepted that an operator, whose services come within the bracket of up to 1 minute early and up to 5 minutes late, for 95% of the time, has a reasonable excuse for not achieving 100% compliance (see 2012/015 First Manchester Ltd).

Where the service interval is 10 minutes or less, 6 or more buses should depart within any period of 60 minutes and the interval between consecutive buses should not exceed 15 minutes. In general, 95% of buses should meet this standard.

The power to impose a penalty only arises where the Traffic Commissioner is satisfied that the operator has operated non-compliantly, ‘without reasonable excuse’. In other words, the existence of a reasonable excuse will prevent the Traffic Commissioner from imposing a penalty. 

The amount of the penalty is up to £550 multiplied by the total number of vehicles which the operator is licensed to use under all the PSV operator licences held by them.

An order for compensation may take the form of payments of money, or other form (including the provision of free travel or travel at a reduced price) and must also not exceed the equivalent of £550 per authorised vehicle.

Traffic Commissioners are generally looking for a commitment to providing reliable and punctual services. In assessing what is reasonable excuse, or other mitigation, Traffic Commissioners may consider the impact of external factors, such as road conditions and traffic management, on the punctuality and reliability of bus services.

Cooperation with local authorities to address traffic-related issues is often expected.

Providing real-time information to passengers, such as through electronic displays or mobile apps, helps manage expectations and improves overall satisfaction.

Passengers should be informed of any delays or disruptions promptly.

Bus operators are expected to communicate effectively with passengers regarding any changes in service, delays, or disruptions.

Transparent communication helps manage expectations and reduces frustration among passengers.

Consistent and reliable service frequency is crucial. Passengers should be able to rely on buses arriving at predictable intervals.

Irregular or inconsistent service can lead to passenger dissatisfaction and decreased public confidence.

Operators should have effective mechanisms for handling passenger complaints related to punctuality and reliability. Traffic Commissioners may review how complaints are addressed and resolved to ensure passenger concerns are taken seriously.

In many cases, bus operators have contractual agreements with transportation authorities that include specific performance standards and penalties for non-compliance.

Compliance with contractual obligations is closely monitored.