London TravelWatch, the transport watchdog, has identified "fundamental flaws" in how crime and abuse on London's public transport are reported, which are deterring victims from coming forward. The watchdog's research reveals a significant gap between intention and action: while four in five people said they would report an incident if they experienced one, in reality, only two in five people make a report.
Passengers face indifference and confusion
The report highlights that passengers who raise the alarm about crime on public transport often experience indifference or a lack of understanding from station staff. Other issues identified include confusion over where to report incidents, poor experiences when making a report, and a lack of confidence that any action will be taken after reporting.
London TravelWatch stated that if these issues are not addressed, victims will continue to be left without the support they need. Additionally, it creates a significant gap in understanding the true scale and nature of crime for the police and transport authorities, hindering their targeting of resources.
Recommendations for improvement
The report recommends that staff be trained to provide a proactive and compassionate response when a report is first made, followed by supportive referrals and regular updates on the case. It also calls for more public campaigns to raise awareness of why and how to report a crime, and for both transport operators and police authorities to review the reporting process.
Michael Roberts, London TravelWatch chief executive, said: "This research has been vital in furthering our understanding of the reporting process and its complexities – and it is clear that the process has fundamental flaws that not only prevent people from reporting crimes, but also prevent us from gaining a full picture of the prevalence and type of hate crimes that people sadly experience."
Police response and existing services
British Transport Police Chief Inspector Cheryl Ling responded: "We agree that reporting pathways should be accessible and straightforward so passengers can report crimes and their concerns as quickly as possible." She highlighted the force's text 61016 service, which allows passengers to report crime discreetly and for free. Last year, the service received a 20 per cent increase in reports, which Ling said shows growing confidence among victims and bystanders, particularly women and girls.
Ling added: "We continue to work with our partners, including Transport for London, the Mayor's Office and the Metropolitan Police, to make the capital's transport network as safe as we can for everyone." The watchdog now wants operators and policing authorities to commit to making real change, starting with the shorter-term recommendations outlined in the research.
