Following the post below Justin Davies has come back to us on our points.

Unreliability

No 13, it has been agreed by First as we requested to put back in an additional bus on the route which should improve the reliability. This will be from April 4th.

No 2, First’s expectation is that this service should be currently improving, but if it does not First will consider either taking the step of having to add an additional vehicle in to maintain the current frequency, or change the timetable to a 40minute frequency, which the thinking is would be more reliable. Justin asked for our thoughts on this and we have firmly stated that it is a vital service and important not to lose out on frequency. That it would be better to retain the half hour service, and that residents would most prefer 15 minute frequency.

Customer Services

Justin Davies confirms that customers who phone the freephone number use their low cost 0800, or if they email, they are all channelled to the call centre in Exeter. These are entered live onto a database which is up dated in real time for First’s depots. There is an enforced 10 day rule for response to correspondence. We have asked to be supplied with all the relevant addresses and contact details, which we have not received as yet. First acknowledge there are some problems, Mr Davies makes the following comment;

“There are a small number of complaints that are not responded to in a timely manner.  These are however, small in number and reducing and there will be a change in the software supplier shortly. Details of how to contact us are on the back of all our timetables, but this has been missing on some of the amendment books.  A future introduction is that the address for all written comments will be included in all cases on timetables.  I have reviewed the lack of customer contact information at the Bus Station and have asked my commercial director to take action to resolve that particular problem.” 

First will take steps to improve the Bus Station tannoy system, our idea of a simple black board to update on what is happening with delays on certain routes, and other issues of communication will be part of a review..

Early Coach departures from the bus station 
Justin has had discussions with the local police, and it is thought problems would occur with leaving the main concourse open all night to provide additional accommodation for passengers travelling on early National Express departures.  The Police believe that such a move would lead to the site becoming vulnerable to use by those people seeking overnight shelter who do not have regular accommodation and hence security would have to be provided on all night basis at a cost of which would not be economic to provide.

Environment activity
We raised the problem of stationary buses with engines left running, and have been told that notices and reminders have been given to drivers about not sitting at terminal points with engines left running, and that further publicity will be given on this.

Cherry and Roger were accompanied by Shirley Toogood, Chair of Bath Townswomen’s Guild when they met Justin Davies Area Manager of First Group on 20th January.

Unreliable Services

We raised the issue of unreliable services and Mr Davies agreed that one of the two buses cut from the 13 service would need to be restored to improve this service.  This will be discussed.  Mr Davies said that it was in the interests of the company to keep the buses running on time and that they needed to do this regardless of the congestion problems. 

We read out portions of correspondence sent to us from residents, including dates and times when the buses to and from Combe Down and Foxhill had not run on time. He apologised if people had not received answers to letters sent, giving as one reason that the main point of contact for First Group is in Exeter, and why some people have not had responses to letters of complaint is because they may have gone to various other addresses within the company.  We asked that clearer advertising needs to be made of the contact addresses to write to for First. and have asked to be supplied with those details to pass on to residents.

Some efforts have been made to improve congestion in Dorchester Street by the Council re-phasing the traffic lights.  Mr Davies revealed that he had expected Dorchester Street to be buses only when the street was re-opened after the Southgate construction..

Communication with Passengers

Complaints about lack of communication with passengers of delays on various routes were raised and Mr Davies said this is something that he was aware of, but the ‘tannoy’ system installed in the bus station was not loud enough and that he was looking at actions that could make it more effective.  we suggested a simple ‘chalk board’.

Justin davies is due to come back to us on the points raised, and we will keep you informed.