getting in touch

For information or to make comments or suggestions regarding any of our services contact:

Stagecoach Customer Services West Sandgate , KA7 1DD

[email protected] www.stagecoachbus.com/western

We have a dedicated helpdesk for customers with disabilities. Call 07736 892 253 for assistance. KEY FACTS This operates Mon - Fri from 0900hrs to 1600hrs. Alternatively email or write as above. 32 million passenger journeys were made on Scotland services What to do if things go wrong We do our best to meet your expectations, but occasionally things go 23 million miles operated wrong. If you feel we have failed you in some way please tell us about it. within West Scotland encompassing & Arran, Contact details are above. Renfrewshire, and & Galloway If you are unhappy with our response, this independent body 99.8% reliability and 96% punctuality will review complaints: giving passengers a high degree of confidence in our services Bus Passengers’ Platform at Scottish Government, Area 2D Dockside, Victoria Quay, 470 buses and coaches Edinburgh, EH6 6QQ 60% of which are fully accessible, DDA compliant operating on or alternatively you can e-mail them at over 160 routes [email protected].

1200 employees working across the 8 depots that serve West Scotland A large print version of this leaflet is available on request

£3.4 million investment in new vehicles, cleaner fuel and more efficient services There is a strict no smoking policy on all stagecoach services

nationwide bus times

Annual performance 2010 (updated).indd 1 07/06/2010 14:30:25 ANNUAL PERFORMANCE “We operate a fleet of 470 buses and coaches. In the past year we have invested £3.38m in 20 new vehicles, all of which are fully accessible for the disabled and all of which meet the latest Euro emission standards.” provides local bus services in the South

West of Scotland from Dumfries and , throughout Ayr- achieving 99.8%. We failed to operate 0.2% of the main reason for fewer people travelling by shire and up as far as and . our scheduled mileage due to external factors bus, however areas like Irvine and such as bad weather, road closures, traffic continue to experience increase in passenger Our aim is to provide safe, reliable, punctual, clean and congestion, etc and to internal factors such as numbers and express services have also comfortable services with a good value for money range of staff or vehicle failure. sustained passenger growth. Despite our best efforts, unfortunately we tickets and fares. punctuality sometimes give cause for complaint. In the past year we received 778 complaints, representing Punctuality means ensuring that your bus This report covers the year from May 2009 to April 2010. one in every 29,000 passenger trips which was a will turn up on time. The standard set by our 3% decrease from the previous year. regulator, the Traffic Commissioner, is that 95% of journeys should run no more than 1 minute early or 5 minutes late. Given the our achievements our staff The Government requires all buses to be unpredictability of road and traffic conditions Over the past year we have revamped our local and the weather, this is very difficult to achieve, our community We are a major employer in the local wheelchair accessible by 2016. services in Ayr and Irvine and are planning and we spend a great deal of time and effort economy and employ around 800 drivers, 300 We are well advanced with our ongoing fleet further improvements in other local areas. We are a major employer in the local Euro engine emission standards, which have in monitoring punctuality and adjusting engineers and cleaners and 100 administration, modernisation, with 60% of our regular service Our groundbreaking environmental initiative community and we enable thousands of people become more demanding in recent years (Euro timetables. In the past year we monitored 6% 2 in 1997, Euro 3 in 2001, Euro 4 in 2006, Euro supervisors and managerial staff. All our staff fleet now fully accessible (excluding school buses). The Biobus has, this year, won a further three to go about their everyday activities. We are of scheduled journeys, and of these 96% ran are fully trained in their respective skills, with awards and in April 2010 we launched 9 brand actively involved with the local police and even 5 in 2009). Of our 470 fleet, 49% now comply within the standard. the emphasis on passenger safety, comfort and new Biobuses. have our own mobile youth club ‘The Wee with Euro 3 standard or higher. All our vehicles courtesy. Over the past year we have recruited reliability Local networks in Irvine and Kilmarnock have Gee’ which this year received Transport Team run on Ultra Low Sulphur Diesel (ULSD) with 5% and trained 45 new drivers and 10 other staff. Reliability means ensuring that our passengers fares flourished year on year and our Ayrshire Express Partnership of the Year Award at the Scottish bio content, and in addition we use a high-tech Transport Awards. Our involvement with local fuel additive Envirox to further reduce fuel 57% of our drivers have achieved their SVQ can have a high degree of confidence that their We endeavour to provide value for money network has carried 8% more passengers. schools has increased with the high profile of consumption and emissions. The Biobus, of qualifications, and 450 of our drivers have bus will turn up. Our target is to run 99.5% fares, and to re-invest our profits in new the Biobus and our commitment to recycling course, runs on 100% biofuel from sustainable attended our customer service course in of all scheduled journeys. In the past year we vehicles and equipment. In addition to our and green issues. The Biobus has toured schools sources such as recycled cooking oil. In addition, the past year as part of their Certificate of planned to run some 1.8 million journeys over standard single fares we offer unlimited and senior Stagecoach management have given we have invested in high-tech equipment to Professional Competence . 23 million miles and we exceeded our target travel period tickets. Details of our Dayrider talks on environmental issues to schoolchildren manage energy use in our depots, we purchase We employ 15 engineering apprentices from and Megarider are published online at www. at primary and secondary level. most of our electricity from renewable sources, stagecoachbus.com/western and you can now within the local community providing training and we recycle over 50% of our waste. In the save time by purchasing online. and skills for our young people. All our staff local depots the amount of recycling we do has the environment have the benefit of our Group pension scheme We had a fares increase in April of cut our waste disposal bills by 50%. with employer contributions. approximately 3% which meant that a single One of the greatest threats to society is global fare of £1.50 increased to £1.55 and a £15 warming and climate change. In the UK megarider increased to £15.45 our fleet transport causes some 22% of all emissions, the majority of which is caused by the private We operate a fleet of 470 buses and coaches. car. has the ability to reduce customer satisfaction In the past year we have invested £3.4m in 20 pollution and congestion, and to improve our new vehicles, all of which are fully accessible In the past year 32 million passengers travelled environment, because the CO2 per passenger for the disabled and all of which meet the on our services. In particular, the number of kilometer on public transport is much lower latest Euro emission standards. As well as easy elderly and disabled passengers enjoying free than if we all travel separately by car. However, access these new vehicles are fitted with CCTV travel has continued to increase. bus and coach diesel engines are also polluters. for customer safety and security. Overall there has been a slight decrease in All new vehicles must comply with the latest www.stagecoachbus.com passenger volume with the recession being

Annual performance 2010 (updated).indd 2 07/06/2010 14:30:42