(15 Sep 2015, 12:25 pm)GX03 SVC wrote Arriva are bad at this sort of thing. There was a serious accident on the road that I live on, which had buses diverting down another road for two hours. Go North East reported that the 19 has diverted, but when I contacted Arriva about it, they said that the road had reopened and there might be slight delays (delays- by going down an almost adjacent road 200m away). Sapphire service as always. 

If a Sapphire service passes Dalton Park refer them to their own Customer Charter available on arrivasapphire.co.uk.

I did point out that maybe the service wasn't living up to Sapphire standards, which is what prompted the "out of our control" reply from them.

You would think it would take less person minutes to put an explanation on their website and link to it via social media than it would to field customer complaints, but clearly that's too much like joined up thinking. Besides, if their first instinct is to downplay the extent of delays ten whoever is sitting in a nice warm office, possibly in another part of the country, isn't going to think about such courtesies as letting someone stood at an exposed bus stop in the middle of nowhere on a filthy day know why they're stood freezing, getting a soaking or whatever for 15-20 minutes longer than they should be for their half hourly (or less often) bus service.