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+-- Forum: Local Bus Scene (https://northeastbuses.co.uk/forumdisplay.php?fid=1)
+--- Forum: Management & Infrastructure (https://northeastbuses.co.uk/forumdisplay.php?fid=3)
+--- Thread: Customer Service thread (/showthread.php?tid=958)
RE: Customer Service thread - tyresmoke - 26 Aug 2019
(25 Aug 2019, 3:26 pm)Adrian wrote
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...
They certainly used to use buses from Stagecoach, infact they had regular runs years ago on the Fri/Sun extras that are now hired out...
As for overbooking, probably the same reason airlines do.
RE: Customer Service thread - Andreos1 - 26 Aug 2019
(26 Aug 2019, 11:04 am)tyresmoke wrote
They certainly used to use buses from Stagecoach, infact they had regular runs years ago on the Fri/Sun extras that are now hired out...
As for overbooking, probably the same reason airlines do.
I vaguely remember a decker making it up to the NE from Portsmouth or Plymouth a few years back after a coach broke down.
It may have been mentioned on the forum at the time.
RE: Customer Service thread - Andreos1 - 23 Jun 2020
How do the people needing a bus from Low Moorsley get to Houghton?
If you're not sure what I'm referring to, look at the timings of the bus, the tweet and the time this message is posted.
RE: Customer Service thread - deanmachine - 30 Jul 2020
Notice there's still a lot of complaints from passengers about the timetables in bus stops being outdated. Both Nexus and County Durham haven't had any updated, even in the major interchanges. I understand that things are changing quite regularly at the minute, but it seems quite silly to have timetables up for services that don't exist anymore, or at least service a particular area anymore.
I wonder why they've not tried at all to update anything but the electronic timetables? Even then I've seen them fail recently, telling people to refer to the paper ones, that are out of date, doesn't seem very fair on the passengers, even despite the current situation.
RE: Customer Service thread - tyresmoke - 30 Jul 2020
Displaying wrong information is worse than no information in my opinion.
RE: Customer Service thread - deanmachine - 30 Jul 2020
(30 Jul 2020, 7:38 pm)tyresmoke wrote Displaying wrong information is worse than no information in my opinion.
Exactly! I've actually seen the Nexus bus stop maintenance van driving round putting notices in bus stops too. I understand it's a major task to update all the bus stops, but the fact they've done none of them is madness.
RE: Customer Service thread - Andreos1 - 30 Jul 2020
(30 Jul 2020, 7:05 pm)deanmachine wrote Notice there's still a lot of complaints from passengers about the timetables in bus stops being outdated. Both Nexus and County Durham haven't had any updated, even in the major interchanges. I understand that things are changing quite regularly at the minute, but it seems quite silly to have timetables up for services that don't exist anymore, or at least service a particular area anymore.
I wonder why they've not tried at all to update anything but the electronic timetables? Even then I've seen them fail recently, telling people to refer to the paper ones, that are out of date, doesn't seem very fair on the passengers, even despite the current situation.
I used the Woodstone Village stop fairly recently. Still displaying the 71 in its previous incarnation. I think the date displayed was May 19.
Similarly, I am aware that they're still showing timetables for the 238 in and around Seaham.
RE: Customer Service thread - Rob44 - 31 Jul 2020
i love it when they put a big red paper sign in the bus stop saying due to covid 19 -changes to timetables over the top of the timetables that are now back in use!
RE: Customer Service thread - Adrian - 14 Aug 2021
Please catch your bus from the TA Centre at Sandyford Road, or alternatively somewhere in Iceland...
![[Image: gnescreenshot.png]](https://i.ibb.co/yPQfbyD/gnescreenshot.png)
RE: Customer Service thread - Adrian - 30 Mar 2022
Thought I'd give the GNE 'Live Chat' a try earlier, as they've been doing a lot of promotion on Social Media for it, presumably to try and channel-shift people away from phone and email for queries.
It's a good system, it does exactly what it says on the tin, and my query was acknowledged in about 30 seconds and replied to within 2-3 minutes. My only real complaint is that I had to wait until the following morning to ask it.
Thumbs up overall.
RE: Customer Service thread - streetdeckfan - 30 Mar 2022
(30 Mar 2022, 12:16 pm)Adrian wrote Thought I'd give the GNE 'Live Chat' a try earlier, as they've been doing a lot of promotion on Social Media for it, presumably to try and channel-shift people away from phone and email for queries.I've never had any issues with the live chat, they've always been quick and very helpful. Then only issue is, like you say, the opening hours. It's ridiculous that it's closed during 'peak' times, and over the weekend, times when people might actually need assistance!
It's a good system, it does exactly what it says on the tin, and my query was acknowledged in about 30 seconds and replied to within 2-3 minutes. My only real complaint is that I had to wait until the following morning to ask it.
Thumbs up overall.
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