(15 Sep 2015, 1:32 pm)BusLoverMum wrote I did point out that maybe the service wasn't living up to Sapphire standards, which is what prompted the "out of our control" reply from them.

You would think it would take less person minutes to put an explanation on their website and link to it via social media than it would to field customer complaints, but clearly that's too much like joined up thinking. Besides, if their first instinct is to downplay the extent of delays ten whoever is sitting in a nice warm office, possibly in another part of the country, isn't going to think about such courtesies as letting someone stood at an exposed bus stop in the middle of nowhere on a filthy day know why they're stood freezing, getting a soaking or whatever for 15-20 minutes longer than they should be for their half hourly (or less often) bus service.

Arriva Sapphire Customer Charter...

We’ve set ourselves a punctuality target, to ensure a minimum of 95% of scheduled journeys will run no more than five minutes late or one minute early. Where we have to change the service because of roadworks or other factors (such as special events), we will advertise the fact as soon as possible on board and/or via our website, Facebook and Twitter pages (assuming we ourselves are given sufficient notice).