I wouldn't want to quite Adrian's post but will add a round of applause.

And add that customer service needs to go well beyond anything on social media or even the GNE website. A lot of bus users still use brick phones and a lot of passengers on the 50 I caught this morning were confused on several fronts. Some that it ran 15 minutes earlier/later than it used to between Durham and cls. Some that it now took a massive detour between cls and Washington. And some that it had been an hour since the last one. Many passengers had been waiting for ages, unaware that the 10:36 from Durham had been cancelled.