(23 Oct 2021, 5:45 pm)Adrian wrote Or have customer services hours more reflective of the operating hours? I think all of the big three up here now run a similar Mon-Fri 9am-5pm service. 

It again comes down to benefit vs cost, sadly.

It would be interesting to see what damage (short, medium and long term) is being caused by cutting CS hours.
There's a clear and obvious plan to grow passenger levels specific to the leisure market (see £1 fares etc), yet not clear and obvious plan to counter any issues, queries or customer service issues for those travelling within the £1 window.

Those elastic passengers enticed by a £1 fare but not familiar with any of the social media pages aren't going to be overly impressed when a bus doesn't rock up and there's nobody to speak to on the phone number they Google on their phone from the bus stop.
These are people where there's a decent chance they're not going to be regulars - with access to the app or social media pages (if they're even aware of it).