Bus operators competing against each other is futile in today's climate. What needs to be happening is more innovation and competition against the car and app-based services such as Uber and Blueline.
Customer service and "tone of voice" towards customers needs to change too. I bank with Monzo and they have some of the best public relations I've ever seen. Companies such as Arriva, GNE and Stagecoach should take some lessons. And I can't count how many times good PR is drilled into my head at the company I'm involved with - and our customers are some of the most satisfied in the industry (89% of customers are happy with us!). I cringe when I see some of Arriva's responses to Twitter and Facebook queries and complaints!
Routes, vehicles and staff need to be invested heavily in, they're the three things that run a bus company in the eyes of the public. A hard-to-understand bus network, complicated ticketing options, pitiful cross-boundary multi-modal ticket options, tatty and dirty buses and rude staff drive people away. A shiny paint job does nothing.
RE: Go North East: Latest News & Discussion - January 2020