(07 Sep 2021, 7:18 pm)Andreos1 wrote Assuming the passengers use social media, then yes, I would agree.
If not, then not at all.
The 'transparency' for those people without social media won't have a clue and there's absolutely no transparency as far as they're concerned.
It's an age old problem. One I'd have hoped would have been resolved by now.
Arguably operators have improved the situation by using social media, or publishing cancellations in the app like Arriva (as Streetdeckfan pointed out), but as I mentioned in another thread, its important that communication is accessible to all.
One of the best schemes I've seen in action (outside of London) is the RTPI system in Brighton. Where there's real partnership between the operators and local authority, working in the best interests of the customers. That being said, I'd say Brighton are a forward thinking authority, whereas it often feels that Nexus are waiting for the computer to be invented. Their own RTPI screens, which are dated and limited, hadn't even been updated for Sunday's service changes.
There's plenty operators can do, like ensuring their own app reports disruption, customisable push notifications or even ensuring their customer service are available outside of the 70s concept of 'office hours', but ultimately they're not responsible for putting infrastructure on the streets.
(07 Sep 2021, 7:51 pm)mb134 wrote The best examples I've had of this are at Haymarket where the (I assume Jesmond based) Arriva supervisor has informed passengers of delays, cancellations, or alternative plans (e.g an X15 has been spun at Regent Centre and will wait there, get on the next X21/22 and the X15 will be expecting you). Far more direct than a post on Twitter and having to figure it out yourself, and also more accessible. Granted though, only possible at major bus stations where staffing allows.
Do Arriva still have a supervisor at Haymarket, out of interest? I haven't seen anyone when I've been in there lately, which is much the same as any other Tyne and Wear bus station. Although the guy that's normally at the Metrocentre was in the last time I was there.
Face to face communication on disruption is obviously great, and I'd say a must at any bus station, but sadly Nexus decided to axe the last 6 Travel Shops during a pandemic. I think that means we don't have a single travel shop left in the region.