annual performance getting in touch North East Scotland Stagecoach Bluebird May 2009 to April 2010 Union Square bus station Guild Street Aberdeen AB11 6NA

[email protected] www.stagecoachbus.com

We have a dedicated helpdesk for customers with disabilities. Contact us on 01224 597599 for assistance or email KEY FACTS 2009/10 [email protected] 9.5 million passenger journeys What do do if things go wrong were made on Stagecoach Bluebird services We do our best to meet your expectations, but occasionally 14.6 million miles things go wrong. If you feel we have failed you in some way operated throughout Aberdeen City and Shire, Moray please tell us about it. Contact details are above. and Buchan If you are unhappy with our response, this 600 staff independent body will review complaints: working from the 10 depots that serve the North East of Bus Passengers Platform, Scottish Government, Area Scotland 2D Dockside, Victoria Quay, Edinburgh, EH6 6QQ 275 buses and coaches 0131 244 5306 59% of which are fully accessible [email protected] £4.1 million investment in new vehicles 99.4% service reliability nationwide bus times 90% service punctuality

* Calls cost 10p per minute from BT landlines, Cert no. TT-COC-002190 charges from other providers or mobiles may vary. www.stagecoachbus.com

AAnnualnnual pperformanceerformance 22010010 BBB.inddB.indd 1 007/06/20107/06/2010 112:12:502:12:50 ANNUAL PERFORMANCE “We operate a fl eet of 275 buses and coaches, of which we replaced 17 over the past year with a total Stagecoach Bluebird provides local bus services throughout investment of £4.1 million.” Aberdeen City and Shire, Buchan and Moray. Our aim is to provide safe, reliable, punctual, clean and comfortable services reliability We increased fares once during the year by an average of 3%. This was to cover our Reliability means ensuring that our passengers increased costs of pay, fuel and insurance, with a good value for money range of tickets and fares. can have a high degree of confidence that and to provide for further investment in new their bus will turn up. In the past year we vehicles, plant and equipment. operated 99.4% of our scheduled services, This annual report covers the year from May 2009 to April 2010. with 0.1% failure due to internal reasons, and 0.5% due to external reasons such as customer satisfaction congestion, diversions, weather conditions etc. We operated a total of 14.6 million miles We carried a total of 9.5 million passengers over the year, an increase of 2.8% over the over the year, a decrease of 4.5% over the maximum passenger and driver safety. previous year. our staff previous year. Despite our best efforts, unfortunately we Awards 2009 having previously received highly We are a major local employer with 455 The Government requires all buses to be fully Like all businesses, we have been affected by sometimes give cause for complaint. In the commended status in the same category. drivers, 105 engineers and cleaners and 40 accessible by 2016. We are well advanced the national economic recession, but have past year we received a total of 1471 passenger supervisors and managers all based locally. All with our fleet modernisation, with 59% of our endeavoured to maintain services as far as complaints about our services, a decrease of fleet (excluding school buses) being low floor our staff are fully trained in their respective possible. 11% over the previous year. That equates to our environment or wheelchair lift equipped to provide easy skills, with the emphasis on passenger safety, one complaint per 6,500 passengers. We access for the elderly, disabled and buggies. We used 10.3 million litres of diesel last year, comfort and courtesy. comply with our industry code of practice, at an average of 8.72 miles per gallon. We All our vehicles are inspected by our engineers punctuality 55 drivers have achieved their SVQ and every complaint is investigated and action are working to improve fuel consumption at least every 3 weeks, and maintained to much qualifications and all our drivers have Punctuality means ensuring that your bus will taken to avoid repetition of the problem. through technical measures, and all our higher standards than the legal minimum to completed the first stage of their Certificate turn up on time. We monitor our services for drivers have completed a safe and fuel- ensure safety and comfort. Every vehicle is of Professional Competence (CPC). We punctuality and 90% of our services operated efficient driving course. Stagecoach Group has cleaned daily. employ 6 apprentices from within the within 5 minutes of their scheduled time with our achievements recently achieved the Carbon Trust Standard the winter weather having a major impact on local community to provide skills for the We have agreed a quality partnership for reducing energy consumption, and has our ability to deliver the service we desire. We future. All our staff have the benefit of our scheme with Aberdeenshire Council to work announced a challenging CO2 reduction Group pensions scheme with employer continue to seek improvements both through programme for the next 5 years. rescheduling services and in discussions with together to improve and invest in our local contributions. network of services. We also signed a Bus All our fleet runs on low sulphur diesel, our local highway authorities. Despite the economic recession we have not Punctuality Improvement Practice involving with a high-tech additive Envirox to reduce made any staff redundant or reduced their Aberdeen City and Shire Councils and First pollution and improve fuel consumption. hours or pay. our fares Group for the Aberdeen-Buchan corridor. Vehicle engines must meet increasingly higher We have made some further improvements Euro standards of exhaust emissions. 50% of We endeavour to provide value for money our fleet meets at least the Euro 3 standard. fares and ticket options. In addition to our to services over the past year including We recycle most of our waste, such as litter, our fleet standard single fares we offer unlimited doubling the frequency of service between used oils, filters, batteries, parts, etc. We We operate a fleet of 275 buses and coaches, travel period tickets. Details of our dayrider Fraserburgh and Aberdeen and significantly also recycle the water we use to wash our 17 of which we replaced over the past year and megarider tickets are available online improving reliability on the Buchan corridor. vehicles every night. with a total investment of £4.1 million. All and some longer period tickets can also be Stagecoach Bluebird won the Bus Operator new buses are fitted with CCTV to ensure bought online for quick and easy payments. of the Year award at the National Transport

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