I had emailed Arriva on the 3rd of April, as my bus didn't turn up altogether that morning, so I thought I'd ask why. Since then, I'd completely forgotten about it, and that I'd even emailed them. That was until today.

I got a phone call, which I rejected, as I was in a meeting. A voicemail left for me stating that "This is the Arriva bus company calling", and asking me to call back quoting a reference number. I picked up the message and called back to speak to someone. I provided my reference number and he found details of what the call was about.

The customer services guy told me it was regarding my email, and that the depot didn't have any details around the particular journey I emailed about. I questioned that straight away, asking whether he's saying the service did run? I was told that he wasn't sure, and is just quoting what the depot say. I asked if whoever from the depot has given him the information could give me a call, or at least clarify what they mean, that'd be great. I was told that they would check and call me back later today. Well guess what - 7pm and no call. I'm not going to hold my breath though.

What really baffled me is that not once was an apology issued. Not for the delay in my email being responded to, nor the lack of information they were calling me with in the first place. I got the impression that their stance was along the lines of "well that's the way it is". I know that the service didn't turn up, unless it was more than 10 minutes early. I waited about 20 minutes for the next bus, and everyone who got on that bus were the folk that get the bus I was waiting for.

The funny thing is that I only emailed it as a query - not a complaint. I'm annoyed about it now so am inclined to raise it was a complaint.