London Underground
Delays and overcrowding

During peak hours, stations can get so crowded that they need to be closed. Passengers may not get on the first train and the majority of passengers do not find a seat on their trains, some trains having more than four passengers every square metre. When asked, passengers report overcrowding as the aspect of the network that they are least satisfied with, and overcrowding has been linked to poor productivity and potential poor heart health. Capacity increases have been overtaken by increased demand, and peak overcrowding has increased by 16 percent since 2004–05.

Compared with 2003–04, the reliability of the network had increased in 2010–11, with lost customer hours reduced from 54 million to 40 million. Passengers are entitled to a refund if their journey is delayed by 15 minutes or more due to circumstances within the control of TfL, and in 2010, 330,000 passengers out of a potential 11 million Tube passengers claimed compensation for delays. Mobile phone apps and services have been developed to help passengers claim their refund more efficiently.
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