(21 Feb 2015, 11:22 am)gtom wrote Being totally pedantic as the holder of an Irish passport.  I can confirm there are no Streetlites manufactured in Ireland.

(21 Feb 2015, 5:33 pm)Robert wrote Aren't all service vehicles (Quaylink versas etc...) from Saltmeadows being transferred to Riverside tonight (or at least tomorrow)?

(21 Feb 2015, 6:49 pm)Tom wrote The 17 came at 09:06, when it was supposed to come at 09:10.

And Wellsey18, how is it bad kicking off at a bus being four minutes early? It's unacceptable, simple as, and it's not a error as it happens constantly!

(21 Feb 2015, 6:49 pm)Tom wrote The 17 came at 09:06, when it was supposed to come at 09:10.

And Wellsey18, how is it bad kicking off at a bus being four minutes early? It's unacceptable, simple as, and it's not a error as it happens constantly!

(21 Feb 2015, 8:16 pm)Dan wrote Which bus stop was this from?

I've just looked at Rosehill, but there's not one due at 09:10... There's one due at 09:04?

(21 Feb 2015, 9:33 pm)Tom wrote A minute or two after Savoury Road
Actually, it seems it was due at 09:09, but still...

(21 Feb 2015, 9:40 pm)Dan wrote Looking at the liners on Nexus' website, it seems the 17 is due at 09:08 towards Cramlington from Savory Road:
http://liners.nexus.org.uk/10802.pdf

If it came at 09:06, could it be possible that the bus was one minute early (ie 09:07), which is within the VOSA guidelines as citaro5284 pointed out earlier, and whatever you use to tell the time was also a minute early?

A bus coming four minutes early at this stage of the route is incredibly odd, is all. Towards the end of the route when the bus is terminating, maybe slightly more usual...

(21 Feb 2015, 9:42 pm)Tom wrote Yeah it was due at 09:09, as I've just checked on the Nexus site.

So three minutes early. I may be wrong, but I'll email customer services nevertheless, as the lateness is getting irritating too. 

(21 Feb 2015, 9:48 pm)Dan wrote Also keep in mind what Greg in Weardale said earlier, as it was a very valid point. The times listed at bus stops are estimates rather than official times - Savory Road is not a timing point and consequently isn't given in Go North East's timetable, so it's a time that has been assumed.

I obviously can't provide an excuse for the late running as I'm not in a position to do so. Keep an eye on it over the next few days and report specific instances to Customer Services, watch for trends, and see if they can provide reasoning and/or pass your comments on to the Commercial Team to be reviewed.

(21 Feb 2015, 9:48 pm)Dan wrote Also keep in mind what Greg in Weardale said earlier, as it was a very valid point. The times listed at bus stops are estimates rather than official times - Savory Road is not a timing point and consequently isn't given in Go North East's timetable, so it's a time that has been assumed.

(21 Feb 2015, 9:52 pm)Tom wrote Cheers Dan.

I can't remember the last time I complained to Go North East, as I really don't like doing it. However, it is getting to the point where I can't rely on the service. 

(21 Feb 2015, 9:53 pm)MarcTheA4 wrote When listening in to a conversation between an experienced driver and a trainee today on the 8, I noted that he was constantly reminding him stuff like,

'Aye, you've got to be at the Galleries for 50 and you've got to leave at 52, and its 43 now so you can just take it slow'.

'You're meant to be at Waterview Park for 41, so you can just coast this along before you do that u-turn when you're there 'cos it's 33 now'.

So, I guess you're right about times for specific stopping points not being totally accurate. As long as all key points are met on time, everything is okay.

(21 Feb 2015, 10:06 pm)G-CPTN wrote As one hoary old bus driver told me - "There would be fewer problems keeping to the timetable if we didn't have to keep stopping to pick up passengers."

(21 Feb 2015, 10:06 pm)G-CPTN wrote As one hoary old bus driver told me - "There would be fewer problems keeping to the timetable if we didn't have to keep stopping to pick up passengers."

(21 Feb 2015, 10:18 pm)aureolin wrote A bus having to pick up passengers? Fancy that!

(21 Feb 2015, 10:16 pm)MarcTheA4 wrote I imagine to have that attitude he must have lived in Stanley at some point in his life then..................

#marcused

(21 Feb 2015, 10:27 pm)Robert wrote hmm...you gave us a rough description of where in chester you lived earlier today didn't you  

(22 Feb 2015, 11:17 am)Tom wrote Had conformation that the drivers were indeed running three and four minutes early. Great customer service from Go North East I have to say!

(22 Feb 2015, 11:58 am)Dan wrote You had a reply within 12 hours?

It usually takes a couple of days for Go North East to investigate those sort of complaints, as they have to work out which bus was allocated to that specific service from the ETM data, and then request the vehicle tracking software data to check the data it provides against your claim, before the driver's manager is informed.

(22 Feb 2015, 12:04 pm)Tom wrote Yeah, I did. I'll post the reply if you want?

(22 Feb 2015, 12:04 pm)Tom wrote Yeah, I did. I'll post the reply if you want?

(22 Feb 2015, 12:12 pm)aureolin wrote It'd be interesting to see, but please remove any references to a specific employee if you do post it. Including whoever has responded to your complaint.

During initial training staff undergo extensive training and are trained to a very high standard of customer service.  Driver standards are monitored – not just in training but throughout their career – and refresher training is provided periodically or where necessary.

We have an obligation to ensure that our services run no more than one minute early or five minutes late, however, on this occasion our driver has fallen short of our standards; therefore the details of your complaint have been forwarded to their line manager for urgent attention.  The driver will be interviewed and suitable disciplinary action taken to prevent a recurrence of this nature, which may include additional training.  In line with good employment practise I am unable to provide you with details relating to any disciplinary action taken.

(22 Feb 2015, 12:28 pm)aureolin wrote It's concerning how Customer Services can play judge, jury and executioner, when logistically, it would be pretty much impossible to gather the facts in such a short period of time. They've stated "our driver has fallen short of our standards", yet further on in the response it seems to imply that the driver has yet to be asked for their side of the story? If they've used AVL data alone as gospel, then it's a dangerous game to get into. 

(22 Feb 2015, 12:28 pm)aureolin wrote It's concerning how Customer Services can play judge, jury and executioner, when logistically, it would be pretty much impossible to gather the facts in such a short period of time. They've stated "our driver has fallen short of our standards", yet further on in the response it seems to imply that the driver has yet to be asked for their side of the story? If they've used AVL data alone as gospel, then it's a dangerous game to get into.