(09 Apr 2017, 12:19 pm)markydh wrote I have to say, customer service is one area where Stagecoach are streets ahead of the rest. A simple tweet can often lead to a pretty comprehensive response from a lead driver, depot manager, etc, often on the same day. If there does need to be more investigation, then they make this very clear and give you a time frame. They've also got the best app, but that's another conversation entirely!
(09 Apr 2017, 6:14 pm)James101 wrote EYMS seem like a friendly team to deal with. The pictured conversation took place over a few minutes. Fast replies, friendly and commercially on point.
Don't know where I got the idea EYMS serve Flamingo Land from. Maybe they did years ago. The in-laws are off there for a few days in summer. Spending 4 days in a static caravan in Yorkshire would be a form of torture for me.
(09 Apr 2017, 7:52 pm)Adrian wrote They've got the patter but no substance. They promised me a "full refund" on the Cityzap when I used it last year, until they found out I had a £20 group day ticket.
Don't get me wrong, I didn't expect a "full refund", but customers shouldn't be promised what can't be delivered.
(09 Apr 2017, 7:56 pm)James101 wrote After my conversation with EYMS, I messaged Coastliner and it took them hours to reply and they just directed me to their website. Must be a Transdev thing.
(09 Apr 2017, 11:17 pm)Ambassador wrote So why do GNE struggle so much? It has to be down to leadership and direction, perhaps at a lower level.
They have the branding, pretty colours, some decent drivers, modern brand vibe about them but their whole interaction on Facebook and indeed via phone is aggressive, dismissive, patronising and fails to take any ownership. I think the most annoying thing is the empathy. They try it but they are so bloody awful at it it comes across patronising.
(09 Apr 2017, 11:17 pm)Ambassador wrote So why do GNE struggle so much? It has to be down to leadership and direction, perhaps at a lower level.
They have the branding, pretty colours, some decent drivers, modern brand vibe about them but their whole interaction on Facebook and indeed via phone is aggressive, dismissive, patronising and fails to take any ownership. I think the most annoying thing is the empathy. They try it but they are so bloody awful at it it comes across patronising.
Dear xxxxx
Thank you for your recent social post following your call for assistance on xxxx November 2017.
We really do appreciate you taking the time to contact us and tell us about your experience. Customers are at the heart of everything we do so your feedback is vital in ensuring we learn and continuously develop the service we deliver.
Your comments will assist in inspiring our colleagues to be the best that they can be. Once again, thank you for taking the time to contact us.
(28 Mar 2018, 5:45 pm)Andreos1 wrote https://m.nvqjobs.com/jobs/jobDetails.asp?vacID=72795
Nice to see training/development opportunities for drivers.
Hopefully passengers see the benefit and it doesn't become a 'ticky box' exercise.
It is interesting to see which organisations were involved in developing this apprenticeship. Of the numerous transport organisations involved, there were three major bus operators, TfL, Merseytravel and also two smaller operators.
One of the bus operators is based in Sunderland and another has an operating base in Sunderland.
(29 Mar 2018, 11:16 am)Chris 1 wrote I notice SNE are advertising for apprentice bus drivers, rather than trainee drivers at the minute.
(30 Mar 2018, 9:32 am)Andreos1 wrote .
Not a bad salary, considering that they should be sitting in a classroom for 1 day a week either.
(30 Mar 2018, 9:39 pm)James101 wrote Still just around £30/week better off than minimum wage (40hr week). And realistically not much room for progression long term. As services are cut and depots are closed there's steadily less management roles available. The larger groups are increasingly training managers from grad schemes, who generally just have to sit their PCV as a exercise in context - likely to only really be behind the wheel in dire emergencies.
The market has cheapened what once once a career for life, and the industry will soon find itself in a right mess. For a young person these days, pursuing a career in bus driving just doesn't add up, they'd make more money doing almost anything else.
(30 Mar 2018, 9:32 am)Andreos1 wrote https://www.indeed.co.uk/m/viewjob?jk=7eb4a04a76650807&from=serp
Indeed they are.
Not a bad salary, considering that they should be sitting in a classroom for 1 day a week either.
(04 Apr 2018, 12:16 pm)Chris 1 wrote Do you know what the difference is between a trainee driver, and an an apprentice driver? Does this mean there is no longer a bond for the driver?
On the face of it, it appears to be a good thing. I'm just not sure if I'm being unduly cynical in wondering if this is just a way for Stagecoach to get someone else to pay their training costs?
Interestingly there are now similar schemes in the haulage industry.
https://www.eventbrite.co.uk/e/improving...5246245276
Customers, customers, customers!
No idea what or who this fella is, but it's a start.
Just got to listen and see what the customers want now!
(24 Jul 2019, 9:30 pm)James101 wrote “Due at a vehicle breakdown the 18:56 service 55X from Hartlepool (Blackhall Rocks 19:14, Peterlee 19:26, Hetton 19:51, Houghton 19:59, Sunderland 20:24) will not be operating. Apologies for any inconvenience caused.”
This is pants service. Breakdowns happen but cancelling the last service without replacement is poor.
Restart the service from Peterlee using a Solo just finished from the indigos and arrange ticket acceptance on the following Arriva 24.
Where is the driver going to come from? How is the bus going to get back to Peterlee? How much money are they going to pay Arriva for ticket acceptance of, let's face it, not many people being left "stranded".
(24 Jul 2019, 10:41 pm)deanmachine wrote
Where is the driver going to come from? How is the bus going to get back to Peterlee? How much money are they going to pay Arriva for ticket acceptance of, let's face it, not many people being left "stranded".
A customer focused operator would have the systems in place for this to be an easy process. There's no point in providing a poor service and then managers scratching their heads as to why patronage is dropping. One cancelled last-bus on one of the hottest days of the year could be the final straw for someone to turn their back on bus travel for good.
(24 Jul 2019, 10:41 pm)deanmachine wrote
Where is the driver going to come from? How is the bus going to get back to Peterlee? How much money are they going to pay Arriva for ticket acceptance of, let's face it, not many people being left "stranded".
Its irrelevant whether it is 1 or 100 customers you've left stranded. Its piss poor when it is the last service of the evening.
Most businesses have continuity plans for such events, and although the cost is additional to the budgeted operational cost, it is seen as the exception rather than the norm.
(16 Aug 2019, 6:46 pm)Adrian wrote "Go North East @gonortheast: Due to a breakdown the 19.30 service 25 from Newcastle will not be operating many apologies for the inconvenience"
https://twitter.com/gonortheast/status/1...2633792513
I don't know whether or not I'm surprised that this keeps happening. Not the breakdown, but the sheer lack of disruption information provided to customers.
The 19.30 is the last full service 25 of the day. The later (20.30) service terminates at Chester-le-Street. The tweet offers no alternative to customers intending to travel to Portabello, Sacriston or Langley Park. Not to mention that some customers will need to purchase two tickets, incurring extra expense, at no fault of their own.
It's all good and well introducing all these fancy new liveries, but lets get some of the basics right too...
Like the 55x example above, it's pretty poor.
As you say, there's no alternative for some places once the 25 clocks off for the night.
Tocs are made to convey passengers to their ultimate destination in similar circumstances.
I'm not saying bus ops must do the same, but I'm of the opinion they need to do something.
"Go North East @gonortheast: Due to a breakdown service 689 from Hexham at 17:16 will not be operating."
https://twitter.com/gonortheast/status/1...0380344320
Another interesting example... the next bus after that is not until after 1pm on Tuesday, yet no guidance posted on what alternatives are available.
(25 Aug 2019, 8:38 am)Tyne_Traveller wrote BBC News - Megabus mix-up annoys Newcastle to London passengers
https://www.bbc.co.uk/news/uk-england-tyne-49461162
Megabus battery goes flat due to driver leaving the engine running!?
I'm surprised they don't have some sort of agreement with Stagecoach operations, whereby they can loan a decker (if available) to allow passengers to make their journey?
Also the article mentions that the coach was actually overbooked, which I'm not sure how it can happen, when they guarantee you a seat...