(01 Aug 2014, 4:44 pm)Andreos Constantopolous wrote It isn't the first and it won't be the last.

Cust Svcs have to rely on the information they have been given from the depot.
If that information seems accurate, then it is the poor customer who is made to look silly.

Look at how many reports of missing buses are on operators fb pages, for a response to come back from the 'bod' stating the bus is/was running and it has been confirmed by the depot.

The operators hold the records and it is upto the passengers to prove those records are inaccurate.

Yup - and this is why I hope the Vix tracking solution, that citaro5284 mention not so long ago, is used to it's full potential. If customer services had screens in their office reporting late runnings, bus positions, congestion, etc. Then there'd be absolutely no need for them to go to speak to anyone as it's all in front of them.

I've worked in a network monitoring centre (NMC) office before, and you've got a similar set up, but obviously to manage network devices, traffic, etc. It's so handy though as we could see any alarms and pretty much resolve the issue before anyone noticed there was one.

Example NMC office design: