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Bus Passengers' Experience in North West

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Bus Passengers' Experience in North West 1 TravelWatch NORTHWEST Bus Passengers’ Experience in North West England Report of a Survey by TravelWatch NorthWest September – December 2012 Financially supported by Passenger Focus February 2013 North West Public Transport Users’ Forum Community Interest Company trading as TravelWatch NorthWest Company No. 6181713 Registered Office: 11 Harvelin Park, Todmorden, Lancs OL14 6HX 2 Contents Page 1.0 Introduction 3 2.0 Headline Results 3 3.0 Journey Planning 4 4.0 Vehicles and Driving 7 5.0 Punctuality 8 6.0 Conclusions 8 Appendix A – Service Quality Details 9 Appendix B – Journey Planning, Information, etc 13 Appendix C – Survey Form 17 TravelWatch NorthWest gratefully acknowledges the financial support provided by Passenger Focus towards the production of this report. For further details about the work of TravelWatch NorthWest please contact: John Moorhouse, Company Secretary TravelWatch NorthWest 11 Harvelin Park Todmorden OL14 6HX Telephone: 07807 768124 email: [email protected] website: www.travelwatch-northwest.org.uk (Cover photo - Chris Dale) North West Public Transport Users’ Forum Community Interest Company trading as TravelWatch NorthWest Company No. 6181713 Registered Office: 11 Harvelin Park, Todmorden, Lancs OL14 6HX 3 1.0 Introduction 1.1 Between September and December 2012 TravelWatch NorthWest carried out a survey of passenger experiences in using the bus network in various areas of North West England. Members of TWNW travelled on 102 journeys and recorded their findings as well as testing the ease of planning some journeys in advance using information published by bus companies, local authorities and a variety of agencies such as Traveline. 1.2 Details of the service quality experienced are in Appendix A and Appendix B contains comments on the ease of planning journeys and on information provision. 1.3 A copy of the Survey Form appears in Appendix C. Items covered included: Journey Planning; Bus stop/station information; Punctuality; Vehicle presentation; Comfort of Journey; Driving Standards; Loadings; Fares Information; On Board information 1.4 Sample journeys taken covered the following areas: S Cumbria, N Lancashire, E Lancashire, Liverpool, Greater Manchester, E Cheshire 1.5 Companies surveyed on the routes included: Stagecoach; Travellers; Blueworks; Burnley & Pendle; Preston Bus; Rossendale Transport; Boomerang Travel; Arriva; Tyrer; Holmswood; Lancashire United; Pennine Motor Services; M & M Coaches; HTL Buses; Ace Travel; First Group; Bakerbus; High Peak Buses; D & G Buses; Warrington Transport 1.6 TravelWatch NorthWest is grateful to the following members who carried out the surveys: Chris Dale; Geoff Kerr; John Owen; Peter Robinson; Richard Rollins; Tony Young. 1.7 The analysis and drafting of the report was undertaken by John Owen 2.0 Headline Results 2.1 Vehicle and Driving Standards On the whole the results were pleasing with mostly good, clean vehicles in a tidy condition. As may be expected some vehicles were older than others but the majority of the fleets featured relatively modern well equipped vehicles. There was evidence of some littering but this was most likely due to the practical journey rostering and available time for cleaning. Apart from a small number of observations, driving standards recorded were mostly good, providing comfortable journeys. There were isolated instances of fast and bumpy driving but these were in a small minority of cases. It was however regrettable to note that drivers hardly ever gave an explanation or apology for late running but, where information was requested, it was provided in a friendly and helpful manner. 4 2.2 Punctuality The majority of journeys operated to, or very close to, the published timings. However in all but a few recordings, no apology, reason or explanation was given for delays or other issues, such as instances where a substitute vehicle was being used. 2.3 Information Presentation Information finding was variable. There was little consistency in the presentation of information by the bus companies with each website tested exhibiting different styles of display and navigation. Telephone enquiries were, on the whole, handled with accuracy, helpfully and efficiently. Printed timetables were mostly up to date, although a few instances of exhausted stocks at outlets and out of date versions on display were recorded. At bus stops the display of a timetable was mixed, with most displaying a relevant timetable or list of departures but some were recorded as only exhibiting a poster advising passengers to call or text a contact point at a premium rate. Route maps displayed at bus stops were rare. Electronic real time displays were also a rarity and it was noted that, at some bus stations these had been switched off, due, it is believed, to operational financial constraints. This led to some difficulty in locating correct departure gates, particularly for visitors or those unfamiliar with the locality and routings, etc. Fares information is almost impossible to obtain in advance of journeys, other than asking the driver when joining a vehicle. No internet system appears to be available to provide “walk up” fare information and all that could be found were promotions for multi journey fares or daily/ weekly season tickets. These were available on websites, in printed material and displayed on vehicles and at bus stops/stations 3.0 Journey Planning 3.1 Websites Most of the services and routes recorded have websites displaying information to ease advance journey planning. Finding the sites was fairly easy. They were mostly found to feature fairly easy navigation, but there was little consistency in the presentation styles between different companies and agencies. The only instance of consistency was the Traveline site that mostly served the user well but lacked some cross referencing for locations and unless the user was familiar with the area to be used, some difficulty was presented. Some sites were more complex than others and required a degree of technical expertise and knowledge of the location. Recommendation Some consistency of website presentation and navigation by the bus industry would be helpful for users, particularly for those who are unfamiliar with an area to be visited. 3.2 Printed Timetables There was found to be good availability of printed timetables with relatively easy to follow presentation styles. There was no consistency of design between different publishers and whilst stocks were generally available, outlets varied in different areas, supplies being available from libraries, tourist information centres, at bus stations, and in some instances, from local retailers. One finding that was of concern was empty display racks, particularly 5 notable at some bus stations. There were some isolated instances of out of date stock on display at a few locations. Recommendation Printed timetables of a consistent standardised style and size, throughout the industry, would be helpful to users, particularly those unfamiliar with areas they may be visiting. 3.3 Telephone Enquiries All telephone enquiries to find information were handled well in a friendly, efficient and helpful style. Only one instance of confusion was recorded where the advertised contact was answered by what appeared to be a different company, but it was found to be an instance where the operators had recently changed name. 3.4 Text Enquiries Text message enquiries provided the required results in all recorded instances. However the application of a premium “on-cost” to the message price, particularly at locations where it was the only method of obtaining information, was considered unacceptable. Recommendation Provision of free text information should be considered and perhaps the provision of an “App” could be helpful to travellers. 3.5 Bus stop/Bus station displays Perhaps the most frustrating issue found was the lack of electronic/real time information at bus stops and in bus stations. Where these have previously been available their use has now been discontinued due to financial constraints. This is regrettable as it is a disincentive to new business for buses, and, when compared with experiences in other parts of the UK and overseas where such information is available as a matter of course, exhibits major inconsistency in the industry and a 2nd rate service. Those unfamiliar with areas they find themselves in, such as visitors or those not used to bus travel, face difficulty in undertaking journeys because of this constraint. Bus stops were found to be variable in information provision. Whilst most exhibited timetable information or bus departure times, others were noted to have no information display at all. Some just displayed a poster referring to a telephone or text contact to find information about departures, but in all cases the cost of calling was at a premium rate. Some bus stops featured a variety of departure points for different routes and this was often confusing to the unfamiliar traveller, as route flags were not displayed prominently. Instances were recorded of passengers waiting at one stop and the bus departing from another. Additionally there was often an absence of route information and maps at bus stops and it is felt this would be helpful if provided. 6 Timetable info - only if you've got a mobile, and at a cost! Bus stop in Morecambe (photo: John Owen) Recommendation Information at bus stops and bus stations requires serious overhaul. All stops should display at least a printed timetable or departure list. Where this is not possible consideration should be given to providing a free call/text contact service. The provision of electronic/real time information at bus stops and stations needs to be re-visited. Financial constraints are understood but it does make the North West look like a poor relation when compared with other areas of the UK and overseas countries where this is standard provision. Consideration should also be given to displaying route maps and information. 3.6 Fares Information Unlike other public transport modes, it is difficult, if not impossible, to find information about fares in advance of undertaking a journey by bus.
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