They say revenge is a dish best served cold. If you complain direct to the bus driver, it is likely that you are still angry or upset and you won’t have had time to reflect on the matter. While it sounds like the bleeding obvious, it actually pays to complain later and higher up the chain and resist the temptation of a potentially humiliating public demonstration.
It is a good idea to focus on an outcome you want to achieve, even if this is only to make a point. Of course it is more difficult to resolve problems that are systemic, but complaining ensures operators get that feedback (and you may be surprised to know that they mostly welcome it). Problems that are beyond anyone’s control (acts of god, to borrow an insurance term) aren’t necessarily the fault of the operator, but they are often happy to remedy all the same. Apologies and tangible remedies (like free travel vouchers) are the most likely outcome.
So how do you go about this? Here’s what Bus Users UK, a bus user lobby organisation, say:-
If you have a complaint about any bus service or regular coach service, tell the bus or coach company about it (many are listed on our Links page). Tell them exactly when you were travelling (date and time), where you were travelling from and to and the route number of the bus or coach. Any other detail (like the registration number of the bus or coach, the driver’s name or description) will make it easier for the bus company to investigate your complaint, but is not essential. If possible, enclose your ticket. Give the company time to write back to you.
If you don’t get a reply or you are not happy with the reply you get, you can take the matter further.
If you didn’t get satisfaction, you can turn to the bus appeals body, which in Scotland is called Bus Passengers’ Platform and a part of Passengers’ View Scotland (PVS). A bit confusing, to say the least. So much so that in the year ending 31 March 2011, the BPP Secretariat received 442 complaints, of which only 169 were within scope. The remainder, 273 were not considered mostly because the plaintiff had NOT contacted the operator first. You have been warned.
But if your complaint is about a bus stop or the related infrastructure, a supported service (a subsidised service) you can contact the local authority, which is East Lothian Council.
So what can you complain about? It depends. For example, the appeals process run by BPP in Scotland, only seems to cover operational matters, such as:
- problems with bus punctuality
- incorrect fare charged
- attitude or behaviour of staff
- personal security
- accessibility; and
- clarity of destination and route information
It cannot deal with policy and commercial issues such as:
- fare levels,
- places that buses run to (or don’t run to); or
- timetabling
Specific complaints regarding service registration, routes and timetables can be referred to the Traffic Commissioner. Bus operators must register local services they intend to operate with the Traffic Commissioner and once registered is legally obliged to run it. The Traffic Commissioner has powers to investigate complaints and impose sanctions on operators who fail to run their registered services to the required standard.
The period for notifying a registration, variation or cancellation of a service is now 56 days. Operators must also consult local authorities 14 days before submitting registration details to the Traffic Commissioner. At least 21 days notice of variations or cancellations coming into effect must be given to the public. If you feel that insufficient notice has been you can contact the Traffic Commissioner at Level 6, The Stamp Office, 10 Waterloo Place, Edinburgh, EH1 3EG (Tel 0300 123 9000)
In practice the consultation is no more than a notice of intention, as local authorities can only exhort that changes be made. They have no statutory weight.
Which is why bodies like Bus Users UK and locally Relbus are needed to help you wade through the morass. Membership of the BUUK is £14, with concessionary rates for senior citizens and families. Relbus membership is currently free!
You can join Relbus on the Contact Us page and Bus Users UK here.
