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Coach
and Bus Good Practice Guide
1. Before a Journey
2.
Bus Stops and Stations
3.
The Bus
4. Fares and Tickets
5. Punctuality and Reliability
6. Complaints and Suggestions
7.
Consultation
5.
PUNCTUALITY AND RELIABILITY
Although punctuality and reliability are sometimes out of the control
of bus operators and their staff, companies should aim to provide
• a punctual service
• a reliable service
• information on likely delays
• compensation for passengers who have been inconvenienced
by lengthy delays
Punctuality is important on all bus routes, whether frequent urban
services or occasional rural services. Major disruption affects
all road users and can be caused by traffic congestion, inconsiderate
parking, roadworks, road traffic accidents, vandalism, security
alerts and processions or marches. Bus companies can do little when
buses are caught up in these situations, but could do more to keep
passengers informed of the reasons for delays. No targets are suggested,
because of the widely varying nature of bus services, but one award-winning
bus company aims to operate 90% of its services within five minutes
of the scheduled time and 99.6% of all advertised services.
Reliability is affected by the factors listed above, but chronic,
predictable and regular unreliability should lead to service and
timing revisions.
Advance information can be provided for known delays, road works,
processions, marches, etc. This should be posted on buses and at
bus stops and stations to give passengers advance warning of expected
disruption.
The use of Global Positioning Systems and Vehicle Location Systems,
and the wider use of on-bus radio control, should allow bus operators
to keep passengers advised of substantial delays and drivers should
be encouraged to pass information on to passengers as the situation
evolves.
Compensation should be offered to passengers in the form of bus
ticket vouchers or refunds in the event of delays caused by events
within the bus company’s control - vehicle breakdown or non-availability,
staff absences or shortages. In these circumstances, another awardwinning
company will provide a free journey if passengers reach their stop
destination more than 20 minutes late. We would like to see wider
empowerment of drivers to administer refunds on the spot when things
go wrong..
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