(15 Sep 2015, 10:11 am)GX03 SVC wrote You could claim a voucher...
People claim them for anything, drivers not wearing the correct shirt/tie, how the floor isn't sparkly, how the bus was two minutes late etc etc etc...
Problem is though, is that the voucher is completely useless. It's supposed to be a money back guarantee, but it's going to cost you money to use the voucher, as it's a single journey. Though I had quite some back and forth about this with Arriva, and they now send me two vouchers every time. That should be a given for every customer.
(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.
On the first point, it's a "no quibble" money back guarantee. Quibble being defined as "argue or raise objections about a trivial matter.". I'd simply reply to them with that, and request that they issue you the refund as promised in their charter. There are no terms and conditions associated with it, as I established when I tried to obtain a copy myself.
You would think, yes, but it depends how quickly the message is passed on. If companies want to use social media to engage, then they need to be a lot more proactive, rather than the reactive approach that you get currently. I must note that Arriva seem to have added to human factor back to their social media engagement, but it obviously doesn't come close to the days of 'Arriva Bod'.
(15 Sep 2015, 5:17 pm)Andreos1 wrote Surely it is just basic planning that the operators need to do? Someone putting 2 + 2 together, using their initiative and looking at the council website every so often? It beats waiting for a press release issued by the council!
The information is there (apart from last minute closures) and quite often road signs appear in advance, warning passing motorists of impending major delays - yet, the passenger isn't always informed.
Even if they aren't aware of the closure, until the last minute, as you say - it must be easier sticking out a quick all depots warning and putting a message on social media.
I disagree. Councils should be required to engage with their key stakeholders prior to any work commencing. Time and time again we're told by operators that it was 'last minute' by councils. Councils should present their comms plans, and operators should present theirs back. That way the information is consistent and accurate.