London Transport Victims Silenced by Indifferent Staff and Fragmented Reporting

Victims of crime on London's public transport network are staying silent due to 'indifferent staff' and a 'fragmented' and 'confusing' reporting system, the city's travel watchdog has found.

The report from London TravelWatch indicates that while four in five people say they would report incidents of hate or sexual harassment on London transport, only two in five who experience such incidents actually come forward.

According to the watchdog, staff's 'indifference' and inaction from bystanders can lead victims to believe their experience is not serious enough to report. Victims have reported that station staff can be absent, inaccessible, or physically separated from passengers. Some individuals have described encountering staff who appeared disinterested, with one victim recounting, 'I looked at [station staff], they looked at me and I just knew by their faces... they're just gonna be disinterested... There was eye contact, but there was no smile or 'you okay? are you lost?''. Others noted a complete lack of staff presence during their commutes.

The reporting process itself is also a significant barrier. Victims who do attempt to report an incident are often redirected to different departments or numbers, sometimes receiving generic automated responses instead of personal updates, and many receive no follow-up at all. Communications on public address systems typically focus on reporting suspicious bags related to bomb threats, with no mention of reporting hate crimes or sexual assaults.

In 2025, 1,1724 hate crime offenses were recorded across the Transport for London (TfL) network, though research suggests this figure is an underestimate. Since 2023, 41 percent of Londoners have experienced unwanted behavior on the network, with antisocial behavior and verbal harassment being the most common. The LGBTQ+ community, individuals aged 18-34, women, and disabled people are disproportionately affected.

A recent undercover investigation by Mimi Yates for the Daily Mail's 'Underground: UK' series secretly filmed her experiences on London's transport network. During her journeys at various hours, she reported being verbally sexually harassed approximately eight times and physically assaulted once. This follows a March report by the London Assembly that highlighted 'unacceptable' levels of violence against women and girls on the capital's public transport.

In 2025, 4,593 sex-based offenses against women and girls were recorded, but only about 3 percent resulted in a charge or summons. Suspects were not identified in 58 percent of cases, despite extensive CCTV and ticketing data available. Past cases, such as the sentencing of Salman Yousaf in May for eight sexual assaults and Craig Anderson in March for sexually assaulting four women, illustrate the challenges in identifying and prosecuting offenders, with some individuals only being connected to crimes after already being in custody for other offenses.

TravelWatch's report emphasizes that many victims do not know how to report incidents, feel it is not worthwhile, or lack confidence that action will be taken. The current 'fragmented' reporting system, involving multiple operators, authorities, and police forces, is identified as confusing and complex.

The watchdog recommends a streamlined system that prioritizes victim safety and consistent support. It calls for staff training to provide a 'proactive first response' and act as 'compassionate guides,' offering supportive referrals, empathetic updates, and case closure information. Victims, it states, want to feel safe and validated, especially for non-physical incidents.

Siwan Hayward, TfL's Director of Security, Policing and Enforcement, stated that TfL is committed to ensuring victims feel confident coming forward and know they will be supported. She acknowledged that improvements are needed and highlighted ongoing work with the police to strengthen reporting, support investigations, and prosecute offenders. TfL utilizes CCTV and body-worn cameras for evidence and, along with the wider rail industry, funds a British Transport Police taskforce focused on violence against women and girls. Tackling violence against women and girls remains a priority, with the aim of making London's transport network safer for everyone.