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The newsletter of Issue 112 | November 2015 STAGE ON page 2 page 9 INSIDE Top honours at UK Bus Awards | Customer service excellence Best big bus operator in Britain West is officially Britain’s best after being named Large Bus Operator of the Year at the 2015 Route One Operator Excellence Awards in Birmingham. It’s the second year in a row that a Stagecoach company has been awarded the title, following ’ victory in the same category in 2014. Stagecoach had several other shortlisted finalists at this year’s event, including Managing Director Christopher Bowles and Stagecoach Manager Michelle Hargreaves who were both shortlisted for the Manager of the Year (Large Operator) Award. John Hill from Stagecoach was also a finalist in the Engineer of the Year (Small/Medium Operator) category while previous winner Dave Heptinstall from Stagecoach Midlands was shortlisted for the Engineer of the Year (Large Operator) Award. Judges praised ’s The Stagecoach South West team collect their award from BBC business presenter Steph McGovern growth over the last 12 months. The company and TV impressionist Jon Culshaw has seen a 5% increase in passenger numbers, achieved through service enhancements, network South West, said: “This award is testament to the good quality, reliable and affordable bus travel development and local authority contract gains. hard work of our employees across the south west every day for thousands of people who rely on Bob Dennison, Managing Director of Stagecoach who are a credit to our company and who deliver bus services.”

French connection You are the Champions .COM has opened two new bases in EXCELLENCE across Stagecoach was France as it continues to expand its growing recognised at the Group’s annual inter-city coach network in the country. Champions Awards. The company has launched 15 new domestic Now in their sixth year, the awards reward journey options, with routes from a new exceptional performance in safety, health, operating base in Bordeaux as well as a crew community, customer service, environment base in Nantes, creating employment for more and innovation. than 50 staff. Winners at the 2015 event represented New locations – the company’s bus, rail, tram and coach Bordeaux, Poitiers, businesses in Europe and North America. Nantes, Le Mans, Tours, All received a trophy, cash prize and a The 2015 Stagecoach Champions Angers and Chatellerault – two-night stay in London. have been added to the “Our Champions Awards are about celebrating the “I would like to offer huge congratulations to all megabus.com network achievements of many of our employees across of our Champions and say thanks to them for the for the first time, Stagecoach Group,” said Stagecoach Group Chief part they play in delivering high-quality services bringing low fares and Executive Martin Griffiths. to our passengers.” good-quality travel to “From Europe to North America, from bus to rail and Around 125 Stagecoach employees have been millions more people from background teams to frontline workers, we presented with Champions Awards over the past across France. have honoured the exceptional people who make six years. a real difference to our business and to our Turn to pages 3 and 4 to find out more about your customers every day. 2015 Stagecoach Champions. 1 Did you know? In a depot football derby recently, Sunderland depot came out on top, beating Newcastle’s Walkergate depot 3-2. ON STAGE Impressive haul of UK Bus awards What a STAGECOACH Group employees have once again taken top honours at the 2015 UK Bus Awards. Laugh! Stagecoach South employee Martin Gibbon was “What’s the use of you having a timetable named Young Manager of the Year at the event. if your stupid trains never stick to it?,” Judges said Martin, who is Operations Manager at demanded Paul of the Stationmaster. and Andover depots, had a “mature, “Well, sir,” rejoined the railwayman, “how confident and friendly management style”. would you even know they were running Stagecoach North East also came out on top late if not for the timetable?!” as Sunderland Depot won the Top National Bus If you have seen or heard something funny – Depot award for its reliable, friendly services with online, in the papers, on social media or just high engineering standards and good operational while out and about – send your contributions performance. for the ‘What a Laugh’ section in the next edition South driver Robert Pitts from The 2015 UK Bus Awards saw Stagecoach scooping to [email protected] Depot was named the Road Operators Safety a string of accolades Council (ROSCO) Safe Driver of the Year after 37 years of safe driving. Marketing Initiative of the Year category. n On the board Stagecoach also scooped a string of silver In addition, Stagecoach South West won the Bronze awards, with Stagecoach Manchester receiving Top Shire Operator Award. features in the latest the accolade in the Top City Operator category; Two Stagecoach employees were also recognised edition of iconic board game Monopoly, based on in the Putting in the Unsung Heroes Award. Neil Rettie from the city of Perth. Passengers First Award for its Coastrider X7 Stagecoach North Scotland was Specially Stagecoach worked with the game’s makers to service and Daren Coppin from Stagecoach Commended for his work with transport charity include Stagecoach buses as a transport square London in the Engineer of the Year category. Transaid, while Schedules Manager on the board. Along with Perth railway station, also won the Silver Award Clive Norman was awarded a Special Commendation aerodrome and harbour as the other transport for Sustained Marketing Excellence for creating for Outstanding Service in the same category. options, the Stagecoach square is featured and sustaining passenger growth in , Stagecoach UK Bus Managing Director Robert between local football team St Johnstone and while a direct marketing campaign between Montgomery said: “It’s very pleasing to see so many Perth Playhouse. Stagecoach North East, and the Connect of our companies and individual employees being A bus is also pictured on the Tees Valley Partnership was awarded silver in the rewarded for their hard work and excellence.” centre of the board and the outside of the box, while a ‘Chance’ card allows players to pick up a cash reward when they win a Perth megarider ticket. The Monopoly Perth Edition board is available now at all good toy and book stores and online. Top apprentices Stagecoach takes centre STAGECOACH’S top UK stage in the Bus apprentices have Perth edition been recognised at the of Monopoly company’s 11th annual Apprentice of the Year Awards. Nine bus engineering apprentices were awarded for n Rail ale their outstanding performance. East Coast has launched Sam Harris from its very own specially brewed golden Stagecoach Yorkshire ale named Hop on Board! took first place in the Top prize winners Ben Dawson, Sam Harris and Adam Ebdon-Parry Hundreds of employees answered third-year apprentice the plea to find a name for the category. Ben Houghton from Ebdon-Parry from Stagecoach Manchester, new ale, created by York’s Rudgate came in second place while Alex Booth from with Matthew Sanderson from Stagecoach Brewery. The lucky winners were Stagecoach Manchester was awarded third place. Yorkshire in second place and Shane Rees Rayner Gill, Steven White and Jane Stagecoach South West apprentice Ben Dawson from Stagecoach South third. Winton from York. received the top award in the year two category, Clare Willis, Stagecoach UK Bus Deputy ’s bespoke with Lorne Coughlan from Training and Development Manager and limited edition ale is now for and Sion Summers from Stagecoach East second (Engineering) said: “Our winners this year have sale on-board from the Foodbar. and third respectively. all set an exceptionally high standard over the A bottle of the new brew, The winner of the year one category, sponsored by past 12 months and they thoroughly deserve Hop On Board The Society of Operations Engineers, was Adam their awards.”

2 Supertram turns 21 ... find out more on page 5. ON STAGE

Continued from page 1 Health Champion A TOTAL of 18 awards were handed out at GOLD – Tony Youmans, Bus Driver; David Stagecoach Group’s Champions Award ceremony. Wynn, Engineer; and Tom Blacker, Assistant Below are details of our 2015 winners, all pictured Operations Manager – all Walkergate Depot, with Stagecoach Group Chief Executive Martin Newcastle, Stagecoach Griffiths and Non-Executive Director and Chair of Tony, David and Tom have been the driving force the Health, Safety and Environment Committee, behind a comprehensive health and well-being Helen Mahy. awareness and improvement programme at their depot, including advice on weight loss, healthy Safety Champion eating, and stopping smoking. The initiatives, GOLD – Adam Langley, Train Driver, London many of which have been delivered in partnership Waterloo, -Network Rail with medical staff, have been well received by Alliance Adam Langley – Gold Safety Champion colleagues. Adam’s quick thinking on his way to work helped SILVER – Martin Plume and Chris Kelk, Lead prevent a potential suicide at Raynes Park Station in Bus Drivers, Skegness, Stagecoach November 2014, leading to professional support for Martin and Chris gave CPR to fellow Skegness the young man and heartfelt thanks from his family. driver Paul Farrell until paramedics arrived when SILVER – Tim Olton, Senior Production Manager, he suffered a heart attack in September last year. Craigentinny Depot, , Virgin Trains Sadly, despite their efforts, Paul died. However, East Coast the situation led to a fundraising campaign to Tim’s leadership has helped transform the safety ensure that Skegness depot has a defibrillator. culture through joint working with unions, improved Paul’s wife, Lesley, wrote to Stagecoach to thank reporting and increased employee engagement, the two drivers and recommend them for a contributing to a 40% reduction in accidents at the commendation. depot since January 2013. Silver Safety Champion Tim Olton BRONZE – Emanuel Talines, Train Guard, South BRONZE – Toby Kay, Bus Driver, Teignmouth, West Trains-Network Rail Alliance , Stagecoach Emanuel stepped in to help a young wheelchair Toby was recognised for his contribution to road passenger in his 20s travelling on a train from safety through his involvement with the Institute of London to Dorking just before Christmas when Advanced Motorists and his work to help educate the customer went into spasm. the public and road users about the challenges experienced by bus drivers.

Environment Champion GOLD – Peter Byrne, Station Manager, Weybridge, South West Trains-Network Rail Alliance Peter has helped put in place a new waste Bronze Safety Champion Toby Kay contract working with colleagues in environment and procurement. His attention to detail on the positioning of skips and bins, as well as how tenants are charged, is making a real difference towards the David Wakefield, who collected the award on behalf of Gold Health Champions Tony Youmans, Tommy Blacker company’s environmental objectives. and David Wynn SILVER – Mark Holden, Relief Eco-driver and Green Champion, , Wye & Dean, Stagecoach Mark was recognised for his work on the GreenRoad eco-driver performance programme and initiatives to provide improved, automated feedback to drivers. He has also developed ideas for greener travel options Peter Byrne, our Gold Environment Champion for employees working early-morning, early-evening and late-night shifts, as well as other community projects. Health Champions Silver winners Martin Plume and Chris Kelk BRONZE – Steven Robinson, Bus Driver and Eco-champion, Manchester, Stagecoach Steve is a source of great green ideas, including turning depot waste ground into a staff recreational area with a covered bicycle section to encourage more staff to cycle to work. He has also championed more showers and cycling facilities, as well as other projects to promote walking, cycling and an improved local environment. Silver Environment Environment Bronze Health Bronze Champion Emanuel Talines Champion Mark Holden Champion Steven Robinson 3 Did you know? megabus.com is offering 50,000 free seats to customers across Europe in January and February. ON STAGE

Innovation Champion London’s St Pancras wouldn’t be the same without GOLD – Scott Garrett, Operations Manager, Kassam and his big smile which greets customers Sacramento, California, Coach USA every day. Scott has developed a simple yet improved and SILVER – Ric Gabriel, Flagship Station Manager, more flexible system for bus cleaning. It has , South West Trains-Network Rail improved accountability and incorporates a feedback Alliance mechanism to ensure buses go into service in Ric has encouraged his team to think differently excellent condition every time. about customer service – whether by giving Easter SILVER – James Horn and Jack Ferguson, eggs to a local hospital, love messages left on hearts Craigentinny Depot, Edinburgh, Virgin Trains Gold Innovation Champion Scott Garrett around the station on Valentine’s Day, carol singers East Coast at Christmas or fund-raising activities. He has Engineering apprentices James and Jack designed created a culture where employees want to make a protection shield that stops staff from standing a difference for customers, and he has empowered on a floor-level-mounted coolant temperature them to do so. sensor fitted to the engine. They also developed BRONZE – Stagecoach Rail Replacement Team manufacturing drawings and even produced the (Supertram infrastructure upgrade project) shields. In future, all Virgin Trains East Coast power A team of employees from Stagecoach Supertram cars will be fitted with the protection shields. and Stagecoach in South Yorkshire have been jointly BRONZE – Mike Bones, Technician/Fitter, nominated for their outstanding teamwork over Innovation Silver Champions James Horn and Jack Stockport, Manchester, Stagecoach Ferguson the past three years during the major upgrade of Mike developed a modified air/water separator filter infrastructure on the light rail system in Sheffield. to solve the problem of injectors becoming blocked They have improved the customer experience of rail with a fluid designed to reduce emissions from bus replacement bus journeys, delivered high satisfaction engines. His invention can unblock the system in levels and helped maintain the good commercial minutes, saving valuable time, and it has now been performance of the business. shared with other depots. BRONZE – Donna White, Bus Driver, Elizabeth, New Jersey, Coach USA Community Champion Donna has been described as being like Mother GOLD – Nigel Merry, Rail Operator, Basingstoke Teresa to her passengers. Her ‘brilliant, witty, Railway Station, South West Trains Bronze Innovation Champion Mike Bones welcoming and loving’ approach shines through, Nigel was recognised for his work in fulfilling his from helping to calm negative situations to taking ambition to make Basingstoke Railway Station ‘a a real pride in her bus. Truly, as one customer put it: special place’. His energy, ideas and can-do attitude ‘service beyond the ordinary’. – particularly in helping people with disabilities – have made the railway a true part of the community. SILVER – Sue Jewell, Bus Driver, Leyton, London, Stagecoach As well as working hard to make the Leyton Depot a vital part of the community, Sue has been making the biggest difference in her own housing estate. Gold Community Champion Nigel Merry She has a passion for making local neighbourhoods a safe and positive environment for children and their families, and her work – such as addressing the impact of gangs and knife crime – has been praised Silver Customer Service Champion Ric Gabriel by police. BRONZE – Sharon Angel, Travel Advisor, Sheffield Station, Sharon is has gone the extra mile to ensure that young people are educated in rail safety. She has developed a package of materials to transform a schools visit programme and is now leading a project to roll out the new approach across East Silver Community Bronze Community Midlands Trains. Champion Sue Jewell Champion Sharon Angel Bronze Customer Service Champion Donna White

Customer Service Champion GOLD – Kassam Pinjara, Customer Welcome Host, St Pancras Station, London, East Midlands Trains Kassam has worked for the rail industry for over 30 years and is a fantastic ambassador for the entire rail industry. He is hard-working, fiercely proud, reliable Customer Service Bronze Champions David Marrison, and professional. He seeks no acknowledgement for Michael Grace and Jay Bolsover from the Supertram what he does and he believes it’s nothing special, but Gold Customer Service Champion Kassam Pinjara Rail Replacement team 4 Environment accolade for Stagecoach ... find out more on page 6. ON STAGE

n Journey’s end for John n PICTURE THIS RETIRED Stagecoach Managing Director John Gould was given a good send-off at This edition’s Picture This winner was taken by Lee his final Managing Directors’ meeting in Stockport. Paul Wardle, Commercial Trainee at Stagecoach John, whose career has spanned 40 years, Cumbria and North Lancashire. It shows a pair of was given Rugby World Cup tickets and a cake. Volvo Olympians in Glencoe, Scotland. Stagecoach UK Bus Managing Director Robert Congratulations to Lee who will shortly receive his Montgomery said: “Thanks for everything you prize of £50 in M&S vouchers. have done over the years for Stagecoach. Thanks If you have any good photos for Picture This, please also for being a friend to us and we wish you send them to Lindsay Reid, On Stage, Stagecoach a long and happy Group, 10 Road, Perth, PH1 5TW, or email retirement.” them to [email protected] John Gould added: “I’ve been with Stagecoach since 1989 and I have Happy birthday Supertram enjoyed every minute. I’ve always said you STAGECOACH Supertram opened the gates of its The company’s mascot Supertram Man made a are only as good Nunnery depot to celebrate the 21st anniversary of special appearance and children enjoyed a bouncy as the people you the Supertram network. castle and face painting. Supertram photos from Around 2,000 people flocked to the event to enjoy the last two decades were also on display. Retired Managing work with and that a special behind-the-scenes look at how the city’s “The open day was absolutely fantastic,” said Director John Gould with really does apply to his farewell cake Stagecoach.” much-loved trams operate. Supertram Managing Director Margaret Kay. As well as tours around the depot, there were welding “It was our chance to celebrate 21 years of what demonstrations and a unique opportunity to ride on a is an iconic and much-loved network in Sheffield tram as it travelled through the giant tram wash. and we are delighted that so many people came n Drawing admiration A special tram, decorated with drawings of out to join us. has launched a competition competition winners by local artist Pete McKee, was “Our staff put a lot of work into the day and it was inviting schoolchildren from Edinburgh and also unveiled. a great success.” to draw a picture of their city, with two winning designs appearing on the rear of the The Right coaches that connect the two locations. Worshipful the Lord Mayor The winners will also be invited with their of Sheffield, classmates for a special pre-Christmas trip to Councillor Talib either Dynamic Earth or the Glasgow Science Hussain, artist Centre, travelling to the destination on their Pete McKee and Supertram specially designed bus. Managing Director Nicola Campbell, Marketing Manager for Scottish Maragaret Kay Citylink, said: “We want the children to get their with the specially Crowds keen to see behind the scenes flocked to the thinking caps on and crayons out to draw a picture decorated tram Supertram open day of what their city means to them. “We can’t wait to see the entries and to decide the best ones to go onto our vehicles.” Rocking the red look Duo celebrate success VIRGIN Trains East Coast has launched its new-look at National Rail Awards n Taking the plunge red-hot uniform. TWO Stagecoach employees were named as The uniform features red micro-check shirts and DAREDEVIL Stagecoach North East driver Alan winners at the National Rail Awards 2015. blouses, red ties for the guys and red scarves for Beck completed a 15,000ft tandem parachute Sheffield-based East Midlands Trains Travel Advisor the ladies, grey waistcoats and jumpers. Spiffy new jump to raise funds for a good cause. Sharon Angel won the award for her innovative chefs’ jackets and red neckerchiefs also feature with His high-flying challenge helped raised more than programme of schools education visits which she new polo shirts and fleeces for technical teams. £4,000 towards the cost of a new roof at his dad’s designed in her own time. The new items will keep everyone looking smart local church in South Hetton. Mark Boon, South West Trains Flagship Station until the company Manager for Clapham Junction and Vauxhall, takes delivery next took top slot in the management category of the year of its brand new Outstanding Personal Contribution Award. uniforms designed Malcolm Trussler, a South West Trains Guard based by international at Basingstoke, was also highly commended in the fashion designer and Outstanding Personal Contribution awards. TV presenter Wayne Martin Griffiths, Chief Executive of Stagecoach Group, Hemingway. said: “We have a team of fantastic people working Staff show off the new across our businesses and we are investing more Alan at the site of his charity parachute jump red-hot uniform than ever before in their training and development.” 5 Did you know? Lost property analysis on megabus.com in Italy showed customers had left behind a ukulele, a pudding mould and a university degree. GREEN SCENE n Sunny side up Stagecoach awarded Carbon Trust THE POWER of the sun is set to cut Standard for Global Operations carbon emissions at STAGECOACH Group has been awarded the By April 2019, against a baseline of 2013-14, Stagecoach’s UK Bus prestigious Carbon Trust Standard for its efforts in the Group is aiming to: division, thanks to helping tackle climate change. ƒƒ Reduce buildings carbon emissions by 7% plans for new solar The award follows a detailed assessment by the ƒƒ Cut like-for-like fleet transport carbon emissions panels at a number Carbon Trust of the environmental performance of by 2% of its depots. the Group’s businesses in the UK, mainland Europe ƒƒ Lower water consumption by 9% Working with and North America between 1 May 2013 and 30 April ƒƒ Achieve a waste recycling rate of 83% compared renewable energy 2015. to 77%. company Visolaris Assessors confirmed that, relative to the turnover of “Achieving consistent and continuing improvement and the Renewable the Group’s business, Stagecoach has reduced its is not easy and it requires a real focus day-in, Solar panels are cutting Energy Investment carbon impact by 11.9%. day-out,” said Martin Griffiths, Stagecoach Group carbon and saving money (REI), UK Bus has at UK Bus depots Stagecoach was first awarded the Carbon Trust Chief Executive. installed panels at Standard for its global operations in 2013 when it “It is a tribute to the hard work of our teams around Stagecoach’s Chesterfield depot, while work was the first public transport operator to have its the world, from driving our buses and trains as fuel- is under way to include the energy-saving performance certified outside Europe. It has now efficiently as possible to saving energy at our depots technology at the Daw Bank Depot in Stockport. been recertified for its continuing work to measure, and offices, conserving water and recycling as much Virtually all of the locally generated electricity will manage and reduce its global carbon footprint. as possible of the materials we use in our daily work. be used at each site, significantly reducing their The Group has launched a new five-year “Sustainability is the responsibility of us all and we electricity bills and enabling Stagecoach to gain sustainability strategy ‘Shared Responsibility, Shared have more work to do. By working together, small greater security and certainty over their future Future’ with further stretching targets to cut its individual improvements can collectively make a electricity costs. Any spare electricity will also be carbon emissions, reduce water consumption and big difference to our company and the communities sold back to the National Grid. improve recycling. we serve.” At the Chesterfield and Daw Bank sites alone, more than 3 million kgCO2 is expected to be saved over 20 years, with potential financial savings of up to £1.1 million. On top at Community Rail Awards Chesterfield will benefit from a 250 kilowatt peak (kWp) installation of 962 solar panels while, in RAIL franchises East Midlands Trains and South Best Marketing Campaign for the ‘Make Tracks for Stockport, a 280kWp system of 1076 solar panels West Trains picked up two top awards and five Alsager’ campaign and in the Passengers Matter will be fitted. runners-up prizes in this year’s Community Rail category for ‘A Spotter Tea’, the new community “This is an example of how we can benefit Awards, highlighting Stagecoach Group’s continued cafe at Kidsgrove station. from new technology at our existing sites to commitment to community involvement. The South West Trains team picked up second prize help minimise the impact of our operations on At East Midlands Trains, the Derwent Valley Line in the outstanding teamwork award for the project the environment and play our part in tackling Community Rail Partnership collected two winner’s on the to repair the network after poor the global challenge of climate change,” said awards for Belper station. weather in 2014. The project included South West Stagecoach Regional Director Sam Greer. The first was in the category of Best Community Art Trains, the Island Line Community Rail Partnership, Scheme for the new station mosaic and artwork. Network Rail, and a variety of The project also won Best Community Rail Photo, community partners. n Gardeners muck in taken by local photographer Ashley Franklin. Bob Painton, Swaythling Station Adopter, received The North Line, which operates between second place for outstanding volunteer contribution VOLUNTEERS from Stagecoach SSC in Stockport Derby and Crewe, picked up second-place awards for his hard work over the past eight years, including rolled up their sleeves for a special green project. for involving young people for the North Staffordshire leading a project commemorating World War One The workers spent the day transforming an Community Rail Partnership’s artwork project. in Swaythling with children from Cantell Secondary outdoor space at a residential home of The The REACH Pupil Referral Unit in Stoke was named School and other volunteer groups. Together Trust, which supports disadvantaged children and children with a mixed range of difficulties and impairments. Stagecoach The team took on the challenge with passion, Gold-star treatment determination and drive, and gave the whole PASSENGERS between and can Managing garden area a fresh new look. The staff and travel in greater style after Stagecoach in Oxfordshire Director Martin young people were delighted. Sutton (right) launched its fifth fleet of luxury Gold buses. officially launches Thanks are due to all involved, including Caroline The £850,000 investment means travellers using the the new buses Oldham, Alison Yarr, Carol Campbell, Stephen S4 bus route will enjoy a five-star luxury service as with the help of Senior, they experience the comfort of hand-stitched Italian Banbury’s Deputy Matthew Mayor Cllr leather seats, increased legroom and free WiFi. Gordon Ross Neilson, Sam Martin Sutton, Managing Director of Stagecoach in Charlton and Oxfordshire, commented: “Our Gold buses have been WiFi and welcome greater comfort and luxury.” Alexandra designed with our customers’ needs in mind. We Passengers also had the chance to win £100 every Parker. The green-fingered team appreciate that our customers value the use of free week in a month-long Golden Ticket competition. 6 A starring role in Corrie ... find out more on page 8. ON STAGE

LETTER OF PRAISE n Support for volunteering STAGECOACH has agreed to support UK This email praising a local driver was sent to volunteering charity WWV during 2016. Stagecoach South East’s Bus Station. The Group will provide the charity with advertising as well as looking at potential volunteering and work experience placements. Hi, Steven Stewart, Stagecoach Group Director I am just writing to say how impressed I was by one The paper in her ticket machine was constantly of Communications, said: “We know from of your female bus drivers this morning. getting stuck, however she sorted it in a very the work of our own employees the huge At Canterbury Bus Station I caught a Unibus. I sat at relaxed and unflustered manner. difference volunteering can make – not just the front seat of the bus and it was so refreshing to I wish I had her staff number so I could have for the communities which projects help but see the bus driver smiling as she greeted each and properly identified her. This truly was excellent also in building the confidence and life skills of every passenger. customer service. individuals. Every fare she took was taken and despatched “WWV does fantastic work with people at all in such a friendly/professional manner. Every Best wishes, stages of their lives. We’ve been particularly passenger was greeted with a hello and thanked Maria impressed by their programmes to help when they got off the bus. young people and those from disadvantaged backgrounds. If you or one of your colleagues has received a letter of praise from a customer, please email a copy to “Our transport services are vital in connecting [email protected] or post it to Lindsay Reid, Senior Group Communications Manager, people and communities, and we look forward Stagecoach Group, 10 Dunkeld Road, Perth, PH1 5TW. We will publish as many as possible. to supporting and promoting the work of WWV throughout 2016.” Mike Silvey, Director of WWV, said: “We are very Smarter, cheaper bus for Greater Manchester excited about the potential of this new relationship with Stagecoach. MILLIONS electronic products compared to the equivalent “Their support will help us continue working of Greater existing printed products, saving customers up to with some of the most marginalised and Manchester bus £5 a week. disadvantaged members of the community, passengers are The new product range, branded Get Me There, helping them transform their lives and connect benefiting from can be loaded onto widely available smart cards with their communities. cheaper fares with including StagecoachSmart. “We look forward to working with, and getting to the introduction of Stagecoach Manchester Managing Director know, the business and employees of Stagecoach a new multi-operator smart ticketing scheme. Christopher Bowles said: “This is great news for Group companies during 2016.” The scheme is the result of collaboration between Manchester’s bus users. more than 30 bus operators through industry body “Stagecoach is making an £11 million investment Greater Manchester Travelcards Ltd (GMTL), the across the country in new digital technology to make n Stephie retires after organisation behind the System One brand, in it easier for our customers to use the bus. Smart partnership with Transport for Greater Manchester ticketing, better information and easier ways to buy 44 years (TfGM). travel are at the heart of our strategy. NORTH Scotland Customers can take advantage of great-value multi- “This announcement shows that, by working Operations Director operator travel, which is stored on a smart card and together, bus operators, local authorities and the Stephie Barber has can be used on buses across Greater Manchester. Government can make buses even better for the retired after 44 years Fares will be cut by an average of 10% for the new many people who rely on them every day.” of service in the bus industry. To mark the special From the US to the UK Consultation on future of occasion she spent her final morning at STAGECOACH has welcomed its first Coach USA South Western franchise work as a ‘clippie’ on Retired Operations graduate trainee, Chaz Featherstone. Chaz will local bus services in Director Stephie Barber join the existing UK Bus Graduate Management STAGECOACH, which operates the South West Trains . Programme for the first year, based in the engineering network, has welcomed the start of a Government Stephie started as a weekend clippie in 1971 department at Stagecoach Manchester, before consultation inviting passengers to have their say with in Lancashire whilst returning to the USA for his second year of training. over the future of their rail services. studying at college. She became a member of the The two-year graduate management programme Passengers, businesses and local councils are being road staff at Southport depot shortly afterwards has had great success. asked for their views on the next South Western and then undertook a number of Commercial and Within Stagecoach there franchise, which is due to start in 2017 when the Operational roles in , Cumbria and North are now 13 directors current South West Trains contract comes to an end. Lancashire before her appointment as Operations (including four managing A Stagecoach Group spokesperson said: “We are Director for North Scotland in 2013. directors) and 34 proud that the improvements we have made over the Stephie plans to retire in North Lancashire to managers who began past two decades have doubled the number of people spend time with her four grandchildren and to their Stagecoach careers using South West Trains services making it one of the climb all those Cumbrian mountains. Everyone Chaz Featherstone at Stagecoach HQ in Perth on the programme. most heavily used rail networks in Europe.” wishes her a happy retirement. 7 Did you know? megabus.com US had 1400 entries to its most recent #MegaArtist social media competition. ON STAGE n Bus decked out in a tutu Corrie call A DOUBLE-decker in a tutu provided an eye- catching launch for a new charity partnership between Stagecoach Manchester and Genesis Breast Cancer Prevention. As part of Genesis’ ‘Take on the Tutu’ challenge, the 26-metre-long, four-layered tutu graced the Stagecoach bus during Breast Cancer Awareness Gill Latham Month. The event also celebrated the announcement that Genesis had been chosen as the company’s charity of the year following an internal vote by staff members. Stagecoach Manchester driver Barry Duncan also showed off his own tutu to kick-start his ‘Take on If you, or one of your colleagues, have STAGECOACH Manchester’s Middleton depot supplies the Tutu’ challenge, which encourages fundraisers a claim to fame – perhaps a hidden vehicles to TV soap Coronation Street from time to time to don a tutu either at work, school, in the local talent, a meeting with a celebrity or an for filming. community or while taking part in a sports event, interesting hobby – please email details Pictured recently on-set on the cobbles of Weatherfield to raise money for the Manchester-based charity. to [email protected] is Administration Assistant Gill Latham.

New appointments in North America STAGECOACH has announced changes to its senior logistics sector, including Laidlaw and Ryder management team in North America. System Inc. He is an executive director of the Dale Moser, long-serving President and Chief American Bus Association and his role as Operating Officer of the Group’s North America non-executive Chairman of Stagecoach’s North Division, has decided to relinquish his full-time America division will include engagement with The Stagecoach bus, resplendent in its pink tutu executive role and has been appointed as the key government and other stakeholders. Division’s non-executive Chairman. Linda Burtwistle was previously with Stagecoach Linda Burtwistle, who has nearly 20 years’ from 1996 and served as Chief Financial Officer of experience in the public transport industry in the the Group’s North America Division between 2000 n A window to the past UK and North America, has become President and and 2004. She has also previously been Finance ARTIST Mike Brown joined Virgin Trains East Chief Operating Officer. Director of . Coast staff and dignitaries to unveil a striking new Dale Moser has led the Group’s North America Linda joined FirstGroup America in 2008, where stained-glass window at Grantham Station. Division for the past 15 years and has previously most recently she was President of First Student The window, depicting the steam locomotive held leading positions in the transportation and until January 2014. Mallard, has taken pride of place over the door to the station’s waiting room. The unveiling also coincided with the official opening of Grantham’s new Customer Information Office. Malachi’s big day STAFF at the South West Trains-Network Rail Alliance recently helped grant the wish of an n Secret assignment extra-special seven-year-old. COACH USA’s Dillon’s Bus Service and Suburban Malachi Tyler has a genetic condition called teamed up during the Pope’s visit to Washington neurofibromatosis. He is also blind, has two brain DC and Philadelphia recently to move Secret tumours and epilepsy. Service agents to their assignments. After hearing about his bravery, the train operator This was a 24/7 operation for eight days, which organised a special day across the rail network included work before, during and after the for him. Papal visit. Malachi and his dad were taken for a tour of the Control Room at Waterloo as well as sending tweets from the South West Trains Twitter Malachi takes charge during his visit n account. He was taken for a tour of a train before Tasty treats jumping into the driver’s seat. Improvement Manager for the South West Trains- STAFF at Group headquarters in Perth recently After a trip to Basingstoke, Malachi made some Network Rail Alliance, said, “Malachi is a delightful raised £250 through a bake sale held in aid of station announcements before trying out a train young man, full of fun and excitement and incredibly the Perth and Kinross branch of the MS Society. simulator. He then travelled back to London in brave. The sale raised £112.00 which the company first class. “We arranged what we hoped would be an exciting then rounded up to £250. Siobahn Neligan, Customer Experience day that he will never forget.” 8 Supporting the Poppy Appeal ... find out more on page 11. ON STAGE Celebrating customer service excellence COMPANIES across Stagecoach Group in the There were also Twitter competitions and face- “Thanks to a fantastic group of employees across UK helped to drive forward this year’s National to-face meetings with passengers to tell them the country we are able to offer a top-quality service Customer Service Week campaign. about the latest news and service updates. to our passengers. Bus and rail divisions marked the event with “We know that good-quality customer service “However we can still get better and we are a range of activities aimed at highlighting the is crucial to our success. It’s at the heart of continuing to work hard to deliver even better importance of continuing to deliver good customer everything we do,” said Stagecoach Group Chief services for our customers and provide passengers service day in, day out, for passengers. Executive Martin Griffiths. with the best-quality travel experience that they quite Activities included hosting ‘meet the manager’ “This is not just about celebrating Customer rightly expect.” events, handing out breakfast giveaway treats and Service Week for one week every year but also competitions for schools with tours of depots and about being dedicated to our customers 365 goody bags as prizes. days a year.

Rob Hutchings, Operations Manager, pictured driving as part of ‘back to the floor’ activities

Pictured (left to right) are: Geoff Taylor, Andrew Gardner, host Lynne Watts and Shelly Trevis at North West Scotland Managing Director Stagecoach East Scotland passengers East’s Walkergate Depot, where the Tom Bridge took a turn in the driving enjoyed giveaways at Edinburgh bus Staff in South Wales went out and about to talk red carpet was rolled out for staff seat station to customers

Stagecoach East Scotland passengers enjoyed Customers in Manchester giveaways at Edinburgh were treated to free staff paid a visit to a school Breakfast goodies were handed out by South West Trains bus station breakfast items in Lincoln staff on the West of line

Training into work Seeing from a different angle EAST Midlands Trains has launched an exciting BUS drivers in had a taste of what new work experience pilot scheme. life is like for people with sight loss recently as they The ‘Train into Work’ programme was developed swapped places with their passengers. in partnership with North Staffordshire Stagecoach in South Wales, VIM (Visual Impairment Community Rail Partnership (NSCRP) and the Merthyr Tydfil) and RNIB Cymru teamed up for a Institution of Railway Operators (IRO), with special ‘Swap with Me’ event designed to build support from Alsager Job Club and the Moorland understanding between drivers and bus users at the Learning Disabilities Team at Staffordshire bus depot at Pant Industrial Estate. County Council. Drivers wore special ‘sim specs’ simulating different A Stagecoach driver takes part in the Swap with Me The initiative aims to aid local regeneration on types of eye conditions to experience what it is like to session the North Staffordshire Line (Crewe-Stoke-Derby) navigate to and on a bus with sight loss. by giving long-term unemployed and young Meanwhile, blind and partially sighted bus users Stagecoach UK Bus recently signed up to people 20 days’ work experience in customer learnt about the challenges of communicating with RNIB’s Street Charter, designed to help improve service with East Midlands Trains. customers from the driver’s seat. environments for blind and partially sighted people. 9 Did you know? Stagecoach has once again been named among Britain’s top 250 Most Admired Companies. ON STAGE

This recipe Sharing the caring was submitted FREE hugs and Love Hearts were handed out by by Coach Stagecoach Yorkshire in Sheffield city centre to USA’s celebrate the launch of a new campaign. Corporate The Stagecoach Cares campaign aims to highlight Human how the Group cares in different ways, from Resources customer satisfaction and reliability to investment Manager in free wifi and environmentally friendly vehicles. Michele John Young, Commercial Director at Stagecoach Stagecoach shows it cares with happy hugs Hartigan Yorkshire, said: “Stagecoach Cares is about telling people that everything we do is all about the “It’s very important that we, as a transport company, customer and the people we carry – whether listen to what our customers are telling us and that New York Cheesecake they are using the bus to travel to work, hospital we can react to feedback in order to provide a better or for leisure. customer service.” Ingredients ƒƒ 2 cups graham cracker (or digestive biscuit) crumbs ƒƒ 1 stick of butter (113g), melted Two centuries of proud service ƒƒ 1 cup (200g) sugar A MAGNIFICENT monument marking the 200th ƒƒ 4 pks (900g) cream cheese, softened Anniversary of Gurkha service to the Crown has ƒƒ 2 eggs, lightly beaten been created in , with support from ƒƒ 1 tsp vanilla extract Stagecoach Midlands. ƒƒ 2 tbs cornstarch (cornflour) Nuneaton is home to one of the Gurkha regiments ƒƒ 1 cup (230g) sour cream and the town has a strong community of Gurkha veterans and their families. Method Stagecoach Nuneaton employs 12 Gurkha ƒƒ Preheat oven to 450F (230C). In a bowl, mix veterans among its 134 drivers, and donated graham cracker crumbs, butter and 2 tbs of the £500 towards the cost of the new monument. sugar. Reserve 2 tbs for garnish. ƒƒ Press remaining mixture onto bottom of Pictured at the new Gurkha monument are (from left): Ian Campbell, Nuneaton Operations Manager, Standard Bearer greased 9-inch springform pan. Chill in freezer Dharma Rai, Thaman Gurung, Birkha Gurung and Janendra Nembang – all of whom are drivers at Nuneaton while preparing filling. ƒƒ In mixing bowl, beat cream cheese and remaining sugar until smooth and light. Kids kitted out ƒƒ Beat in eggs, vanilla and cornstarch until STAGECOACH Midlands has kitted out the Mawsley blended. Stir in sour cream. FC under-11s, who play in the Weetabix ƒƒ Pour mixture into prepared crust and bake Youth Football 9-a-side League. for 10 min. Then reduce temperature to 200F Fourteen sets of shirts, shorts and socks were (95C) and bake for 45 min. provided for the team, and grateful team coach ƒƒ Turn off oven and cool for 3 hours with door Dominic Lehane said: “This kind of financial support slightly opened. Sprinkle with reserved crumb helps the Club to go forward. mixture and chill. “It’s good to have a prestigious name such as Stagecoach on the shirts. It makes the boys feel more professional.” n Driver of the month The successful apprentices who have completed ALL West Coachlines’ their course David Brisbane became the Presentation dinner company’s first employee to be A GROUP of 22 apprentices gathered in Lancaster nominated and recently for a special dinner celebrating the accepted as Driver completion of their Stagecoach Four-Year of the Month for Apprentice Programme. the certification Certificates were presented by Robert Andrew, Ten of the Mawsley FC under-11s players with Regional Director South, who also has functional their coach Dominic Lehane and Steve Burd, of Sustainable MD of Stagecoach Midlands (back right) Transportation. responsibility for training. David is pictured being awarded the Coffee on the go certificate by Gerry Madsen, Manager of Safety A WORLD’S Biggest Coffee Morning was arranged Employee Joanna Paterson organised the and Training. for all staff at Ardrossan depot in aid of Macmillan event which involved home baking, hot drinks and Cancer Support. competitions, and raised around £400 for the charity. 10 Did you know? South West Trains now has more than 220,000 followers on Twitter. ON STAGE

Lest we forget n Stations in the spotlight EMPLOYEES across Stagecoach Group’s bus and A HOST of East Midlands Trains stations rail companies once again helped support the and employees from across , Royal British Legion’s Poppy Appeal this year. , South Yorkshire, Staffordshire, The company helped staff and passengers honour Cheshire, and Lincoln have and remember service personnel who lost their been recognised in the company’s annual Best lives in the line of duty, with military personnel Stagecoach East Midlands Managing Director Michelle Stations Awards. and veterans carrying out collections at selected Hargreaves launches one of the company’s Poppy buses The awards, which are now in their sixth year, stations served by East Midlands Trains and South celebrate the best of the train operator’s 89 West Trains. stations under the categories of Best Small Meanwhile, some 2000 buses across the UK were Station, Best Medium Station, Best Large Station decorated with a poppy and a donation for each and Most Improved Station. was made to the Royal British Legion. The awards also include Best Community South West Trains placed hundreds of large Partnership, Most Environmentally Friendly poppies at 26 stations across the network, while Station and Outstanding Personal Contribution also making a donation to the charity. The company to recognise the employees who work hard to also dedicated all of its stations for charitable Nine buses in London were liveried in poppy vinyls in deliver the best service for customers. This year, collecting by the Royal British Legion, and a partnership between Stagecoach, TfL and the Royal for the first time, there was also an award for the Stagecoach bus companies across the UK donated British Legion Best Station Event Team. a significant amount to the appeal to provide Among the winners were Kidsgrove, Market poppies for all drivers who wished to wear them. Harborough, Sheffield, Cromford, Ambergate, A remembrance service was held on 11th Alsager and the Lincoln Christmas Market Team. November at Waterloo station and staff and Two East Midlands Trains employees – Sue Drake passengers across bus and rail networks were from and Sheffield’s Shaun Leonard invited to observe a two-minute silence. – were named as winners in the Outstanding In Sheffield, Stagecoach Supertram placed large Personal Contribution Award. Kim Sharman from poppies on 20 trams and offered free travel to past the Interserve Initial Cleaning Team at Nottingham was also awarded in Outstanding Personal and present Armed Forces personnel travelling Stagecoach West contributed towards three across Sheffield on Remembrance Sunday. Remembrance Day wreaths in and drivers Contribution (non-station staff). Stagecoach Group Chief Executive Martin Griffiths took part in the ceremony “These awards are great recognition for our said: “Arranging these events at our companies people and the work they are doing to make a helps us to play a part in remembering those who Stagecoach is keen to track down serving Reservists real difference for their colleagues, customers have been lost in action and allows us to pay within the Group. If you are a serving Reservist and communities,” said Neil Micklethwaite, tribute for the sacrifices made by servicemen and please contact Customer Experience and Commercial Director women around the world.” [email protected] for East Midlands Trains.

Gillian’s new role Cash for kids n Trainees take a step up SEVENTEEN employees recently completed GILLIAN Robertson CASH for Kids charities Stagecoach’s UK Bus Division Staff Development has been appointed in Lancashire and Programme – a nine-month career development Operations Manager Merseyside have programme designed to help colleagues for Glenrothes Depot been chosen as the develop their skills and knowledge. in , Scotland, local Stagecoach Ten of the most recent group to complete the after completing the companies’ official programme have already been appointed to their Stagecoach graduate charities. The Stagecoach and first management roles within UK Bus Division scheme. The two-year Cash for Kids mascots and, to date, the programme has helped develop She spent her first year partnership will see the careers of five current directors along with of the graduate scheme and Stagecoach South 84 managers and assistant managers. in , Stagecoach Lancashire’s drivers and teams get behind Radio This year’s successful trainees are South West, followed City’s Cash for Kids initiative in Merseyside and pictured receiving congratulations from by a year in Stockport, Rock FM’s Cash for Kids charity in Lancashire. Robert Andrew, Regional Director South, Stagecoach Manchester. In Merseyside, Stagecoach has unveiled a special at a recent presentation event. Gillian said: “I’m looking bus which features the Radio City Cash for Kids forward to working logos and has been dedicated to the charity. Glenrothes Depot’s new with a team of “We felt a real affinity with the Cash for Kids vision,” Operations Manager, Gillian Robertson committed people explained Elisabeth Tasker, Managing Director of in order to continue Stagecoach Merseyside and South Lancashire. delivering quality bus travel and good customer “We’re delighted to be partnering such a fantastic service with the intention of attracting more charity which has such a positive impact on the customers to the network.” lives of the young people around us.” 11 THE PEOPLE PAGE ON STAGE n Alan set to stay in touch GETTING TO KNOW YOU... ONE of Stagecoach Yorkshire’s longest-serving employees, Alan Raybould, has retired after nearly David Frenz, Operations Director for Scottish Citylink five decades of service. ■■ Who are you? I was stood staring at Alan has been with Stagecoach Yorkshire ever David Frenz, Operations Director for Scottish a closed set of doors since the company was known as Yorkshire Citylink. while everyone else Traction, and has seen many transitions and ■■ What do you like most about your job? was getting off the train changes in his near half-century with the company. Working with a great team of people. behind me. It had been a He has held a number of positions, including his ■■ What do you like least about your job? long day. most recent role as Commercial Officer. Sitting in traffic on the M80, even at 7am. ■■ Favourite music? “I still meet up with former colleagues from the ■■ Favourite food? The Jam, Fleetwood times of , even now,” said Alan, Fish supper. Mac, Oasis... anything who is originally from Royston, Barnsley. ■■ Least favourite food? with a guitar. “The same goes for those I’ve worked with in Parsnips. ■■ Person you would most recent years. We’ll still be going out for a few drinks ■■ What are you most proud of? like to have dinner every now and again, but it’ll just be different. Oakbank Primary School Sports Champion, 1997. with? Stagecoach is built on strong, community values ■■ Favourite holiday destination? Ricky Gervais. and it’s very much like one big family.” Florida. ■■ First thing you would buy if you won £1 million? Paul Lynch, Managing Director of Stagecoach ■■ Most embarrassing moment? Buy a fish supper. Yorkshire, said: “Alan is a model professional Waiting to get off a DLR train at the wrong side. and has been a great servant to us over the last 48 years. His loyalty, dedication and reliability ‘Getting To Know You’ features in every edition of On Stage and we want to hear from as many staff epitomises what we’re all about. We wish Alan a as possible. To suggest the next participant, email [email protected] happy and healthy retirement.” n Model drivers Employee awards Phil’s fifty not-out THREE of Stagecoach West’s bus drivers STAGECOACH West employee Phil Toumine has have taken part in a promotional campaign to celebrated 50 years in the job after starting his encourage more women to consider a career career as an apprentice mechanic in 1965. in the bus industry. Phil later became a Storeperson and spent 19 years The ‘Bus Driver = Fabulous’ campaign highlights in the Cheltenham depot before it closed. He moved the benefits and flexibility that Stagecoach offers to Gloucester for a year before moving back to employees. Cheltenham when Western Travel took over Black Drivers Amy, Heidi and Sue did the company Loyal employees at their special awards dinner and White Motorways. He then chose to stay with the company when it was once again taken over, proud as models for the campaign. BUS drivers, engineers and other Stagecoach East this time by Stagecoach. In 2002 he was promoted Midlands employees, with more than 1200 years of to Store Supervisor. service between them, were honoured at a special To mark Phil’s 50 years of service, Stagecoach long-service awards evening. presented him with a clock to signify his long service Michelle Hargreaves, Stagecoach East Midlands with the company. Managing Director, said: “Our staff are a wonderful Rupert Cox, Managing Director for Stagecoach West, asset. Throughout the year, and in all weathers, they commented: “Phil is a great character to have within are there making sure people can get to and from the team and we couldn’t miss an opportunity to work and travel to the shops, connecting friends and celebrate his service with us. families across so many communities. “He’s been an integral part of the team over the “The awards were a big thank you to some of those years and it’s always nice to take a moment to let wonderful people.” someone know that you appreciate both them and Meanwhile, East Midlands employee Roger MacDonald The trio of West drivers who featured on the the work that they do.” promotional posters has retired after 36 years and 4 months at Grimsby Depot. Roger is looking forward to being able to spend more time with his partner Elaine and his family. n Contacts Supertram shake-up Editor: Lindsay Reid, On Stage, Stagecoach Group, 10 Dunkeld Road, Perth, PH1 5TW SUPERTRAM’S Head of Customer Services Claire Email: [email protected] Ansley has left the business to become General Manager for the York to Newcastle route with Virgin If you have a story for On Stage, please contact Trains East Coast. Lindsay Reid as above. The copy deadline for Following Claire’s move, Marc Walters has been the next edition of On Stage will be Friday 18 appointed Head of Customer Services at Supertram. December 2015. Stagecoach West colleagues celebrate Phil’s 50 years Both are wished well in their new roles. of service 12