(21 Aug 2023, 8:28 pm)Adrian wrote I think it highlights something important.
The general public are well-aware of the amount of crap bus drivers get on a daily basis, but the vast majority respect the important job that they do.
In my opinion, operators aren't doing nearly enough to make working conditions a lot better for their driving staff. Without going over old ground on conditions, shifts, etc, which we've discussed 100x before on here, I'd bet that a rude customer is simply the trigger point or the straw that breaks the camel's back.
A lot more needs to be done, and if it was, perhaps recruitment and retention wouldn't be such a problem.
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Companies don’t help to smooth that interaction between customer and driver, and in some cases seem to hinder it.
What are the main reasons there are conflict between drivers and passengers?
I would suggest:
1: late running / buses failing to turn up and lack of communication of those things.
Most drivers don’t deliberately run late or have any say in the matter of runs being pulled, but as the first point of contact are the ones who face the ire of the waiting passenger usually without answers.
Obvious solutions include more sensible running times, most are optimistic to say the least, 65min journeys timed to fit an hourly cycle etc. but when things go wrong keep the customers informed. This is poorly done at the moment through social media and the app. Why not give the driver some basic info, this can be easily done through the Ticketer. Brief explanations can be transmitted to the driver (such as ‘the bus in front of you didn’t run as it broke down’ or ‘all xx buses are running late due to the temporary lights at xx junction’
2: issues over what is allowed on buses , conditions of carriage. There are a myriad of petty little rules that should be enforced, but trying to for the comfort or benefit of the majority of passengers can cause a great many problems for the driver from the minority. Have you ever tried to find an up to date copy of conditions of carriage, and one that doesn’t confuse? (Look at how pushchairs should be carried for just one example).
Solution? Simplify and display updated versions on vehicles so that rules are enforced in a consistent manner. That driver is in charge of the bus and has the safety and comfort of his/her passengers as a priority therefore it is that driver who should have the final say and should not be trying to second guess what management will do if a passenger is upset that they weren’t allowed to eat their greasy pastie whilst travelling.
3: misunderstandings over fares and tickets.
Said many a time on here. Far too complicated. Simplify! When prices go up, advertise rises well in advance, not just a couple of days before. Aggravation caused over change giving - compromise, refuse £20 notes and above, make this an operator policy so there can be no argument.