annual report www.stagecoachbus.com May 2010 to April 2011 Greener Smarter Travel 2010-2011 results about us Stagecoach West provides local bus services in Gloucestershire, Wiltshire, Swindon and Herefordshire.We also operate express coaches on behalf of National Express and supply drivers to the megabus.com network. Our Head Office is based in Gloucester with local depots in Cheltenham, Coleford, Gloucester, Ross-on-Wye, Stroud and Swindon.We are a subsidiary of Stagecoach Group plc, an international provider of bus, coach, tram and rail services in the UK, USA and Canada. Our aim is to provide safe, reliable, punctual, clean and comfortable services with a good value-for-money range of 99.4% of all tickets and fares.This annual report covers the year from May 2010 to April 2011. journeys our passengers We carried a total of 19.6 million passengers over the year, an operated - 0.3% increase of 4.1% over the previous year. was lost due to We received a total of 1294 passenger complaints about our services, an increase of less than 1% over the previous year. The figure equates internal factors to one complaint per 15,150 passengers.We comply with our industry code of practice, and every complaint is investigated and action taken to avoid repetition of the problem. such as staff or our services vehicle failure We operated a total of 11.3 million miles over the year, an increase of 1% over the previous year. Like all businesses, we have been affected and 0.3% due to by the national economic recession, but have endeavoured to improve and maintain services as far as possible. factors such as Our key measure of performance is the reliability and punctuality of our services. In the past year we operated 99.4% of our scheduled the snow, road services, with 0.3% failure due to internal reasons, and 0.3% due to external reasons such as congestion, diversions and in particular the closures and bad weather again experienced last winter.We monitor our services for punctuality and 95% of our services operated within 5 minutes of traffic their scheduled time, traffic congestion being again the main reason for delay.We continue to seek improvements both through rescheduling services and in discussions with our local highway congestion. authorities.

In these difficult economic times, Stagecoach West continues to work very closely with several Local Authorities to ensure cuts in bus service subsidy have a minimal impact upon our network. Over the past 12 months we continued to develop new services, like Service 23 Gloucester - Coleford via Lydney, and enhance existing ones, like Service 66 Swindon - Oxford via Faringdon. Our efforts promoting our greener travel schemes have generated an incredible 1.4 million extra passengers journeys during 2010/2011. our staff We are a major local employer with 489 drivers, 94 engineers and cleaners, and 62 supervisors, managers and clerical staff all based locally.We have continued to invest in training all our staff. No fare 70% of our drivers have achieved their NVQ qualifications and most of our drivers have completed the first stage of their Certificate of Professional increase last Competence (CPC). Our engineers are all skilled workers and we employ 5 year. apprentices to provide skills for the future. Our supervisors and managers have all completed relevant training courses for their various professions. fares Despite increased costs of pay, fuel and insurance we did not increase our fares last year. our fleet We operate a fleet of 234 buses and coaches, of which we replaced 18 over the past year with a total investment of £1.4 million. 89.75% of our fleet (excluding school buses) is low floor or wheelchair lift equipped to provide easy access for the elderly, disabled and buggies. 95% of All our vehicles are inspected by our engineers at least every 3 weeks, and journeys turned maintained to much higher standards than the legal minimum to ensure safety and comfort. Every vehicle is cleaned daily. up within 5 mins our achievements of the scheduled The mixture of ongoing investment in new buses, timetable improvements and marketing resulted in year on year passenger growth on a number of our routes, most notably: time. Cheltenham Services 94U & 94X 56% passenger increase Coleford Service 35 11% passenger increase 99.4% of Gloucester Services 3 & 4 11% passenger increase Stroud Service 26 13% passenger increase services Swindon Service 66 41% passenger increase operated Other noticeable achievements include: Successful launch of brand new Services 23 and 101 in Gloucester and 73 in despite the Swindon. Enhanced Service 66 resulting in annual passenger growth of nearly 41%.Two Managers highly commended in the UK Bus Young Manager's award category. Short-listed for Route One's (trade magazine) Bus Operator of the winter weather. Year award. the environment 90% of our We used 6.8 million litres of diesel last year, at an average of 7.5 miles per gallon.We are working to improve fuel consumption through fleet (excluding technical measures, and all our drivers have completed a safe and fuel-efficient driving course. Stagecoach Group has achieved the school buses) is Carbon Trust Standard for reducing energy consumption, and has announced a challenging CO2 reduction programme for the next 5 low floor or years. wheelchair lift All our fleet runs on low sulphur diesel, with a high-tech additive Envirox to reduce pollution and improve fuel consumption.Vehicle equipped. engines must meet increasingly higher Euro standards of exhaust emissions and 58% of our fleet meets at least the Euro 3 standard.

We recycle most of our waste, such as litter, used oils, filters, batteries, parts, etc.We also recycle the water we use to wash our vehicles every night at our principal depots. annual performance May 2010 to April 2011 key facts 19.6 million passenger journeys 11.3 million miles operated carrying customers on our network 234 buses operating on over 115 different routes across Gloucestershire, Wiltshire, Swindon and Herefordshire with some journeys extending into Wales, Oxfordshire and Hampshire as well as megabus.com routes from Swindon, Gloucester and Cheltenham to Reading & London and National Express to London

645 staff working across the 6 depots which serve Stagecoach West in Cheltenham, Coleford, Gloucester, Ross-on-Wye, Stroud & Swindon

£1.4m investment in 18 new low floor buses 99.4% service reliability 95% service punctuality [email protected]

stagecoachbus.com/west

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