KeolisAmey retain DLR franchise

KeolisAmey will continue to operate and maintain the Docklands Light Railway for a further eight years following the award of the latest franchise contract to the firm by Transport for London. KeolisAmey have run the DLR for the past ten years and this latest award will build on their success whilst also putting customers at the heart of improvements.

The award of the contract comes following a competitive tender process and will start from 1^st April 2025. The new contract will be focusing on delivering a number of key improvements to help deliver a better customer experience and meet future projected demand for services.

Key improvements due will include:

• Making enhancements to timetables to deliver higher frequencies of service and capacity upgrades to support population growth across the network, particularly in parts of Royal Dock and the Isle of Dogs where the DLR is the main transport option
• Supporting TfL in improving London’s air quality by reducing carbon dioxide and other greenhouse gas emissions
• Supporting TfL’s Vision Zero commitments to eliminate deaths and serious injuries across London’s transport network
• Helping to improve the customer experience by:
  • Fully rolling out and promoting Access DLR, a free travel assistance service for anyone over 18 who needs extra support
  • New customer satisfaction targets around the appearance and availability of ticket machines, lifts, escalators and information systems to create a better experience
  • Improved ways to measure performance to ensure customers receive the best possible service
• New performance incentives to give an increased focus on reducing levels of fare evasion and protecting TfL’s revenue
• Supporting the introduction of 54 new DLR trains to help improve the frequency and reliability of services. With the order including 21 to boost overall capacity, there should be a 50% increase in capacity once all are introduced.

Tom Page, TfL’s General Manager for the DLR, said: “’I am looking forward to continuing to work with KeolisAmey. Over the next few years, customers will benefit from a number of improvements, including a fleet of new trains offering increased capacity and frequency, so the continuing support and new ideas KeolisAmey will bring to enhance the experience for customers will be invaluable.”

Alistair Gordon, Chief Executive of Keolis UK, added: “We’re delighted to continue our journey with TfL and are looking forward to working together over the coming years to benefit all DLR customers. KeolisAmey is excited to deliver further improvements to the customer experience, support the introduction of the new trains and enhance capacity on this integral part of London’s transport network.”