Good Practice Guide

Bus users are entitled to good, consistent service wherever
and whenever they travel and BUS USERS UK believes that
there are minimum standards that can and should be met
throughout the country.

1. BEFORE A BUS JOURNEY
Bus users deserve a high level of up-to-date an?d accurate
bus service information

Timetables and timetable leaflets for all local bus services should be easily accessible, and not only through bus company garages and offices. In many areas, these are few in number and can be awkwardly situated. Timetables should be clear and easy to understand and should take into account the needs of partially sighted users.

BUS USERS UK understands the reluctance of some operators to promote competing services, but would nevertheless like to see greater acknowledgement of other local services. Some operators already include the services of other operators in their timetable books, and have done so for many years. This demonstrates to users the full range of travel opportunities available and offers a good example for other companies. Users may be dissuaded from travelling at all if they are not aware that another operator’s service may get them home later in
the evening, for example. Appropriate timetable leaflets
should be available from libraries, tourist information
offices and other public buildings.

Household leaflet drops should be undertaken when new services or major revisions affect an area. In-bus notices are useful to alert the public of changes, but can rarely give full details.

Buses should carry timetable leaflets, available from a dispenser or from the driver. BUS USERS UK accepts that it is not always practical for buses, particularly on urban service, to carry leaflets, but it is important that existing bus users should be given proper notice of changes affecting their services.

TARGET: Timetables for significant bus service changes should be available for passengers at least two weeks prior to the changes.

A telephone enquiry service should be available at local call rates (or even free of charge), and the appropriate numbers should be promoted in literature, at bus stops and on the buses,
and prominently displayed in local telephone directories. These must be manned for more than evershrinking ‘office hours’, recognising that bus users regularly travel outside these hours, and the lack of available information may discourage or prevent journeys being made.

TARGET: During office opening hours, enquiry calls should be answered within 45 seconds.

The Internet is being used increasingly by bus companies to promote and publicise their services, and many passengers – but by no means all – now have access to this type of information. As with all information provision, details must be clear and easy to access and understand. Easily downloaded timetables, ideally with maps, should be available for potential passengers requiring timetable information in a more permanent form.

Bus stops and bus stations are obvious places for information, yet it is remarkable how often the provision of information at these points is incomplete, non-existent, or at worst out-of-date. Bus users are not interested that the bus company and the local authority might be in dispute about who should provide and display the information.

Bus stop and bus station information should be userfriendly, and not some dense mass of figures produced on a computer by a clerk who may have little idea of what the user is actually looking for. Information specific to that stop is preferable to whole-route timetables, but journey times should be clear and passengers often need information to be available at the stop for their return journey. Typefaces used on timetable panels should be clear and easily legible, day and night. Timetable cases on bus stop poles and in bus stations should be sited at heights and in positions accessible to wheelchair users, children and smaller adults. Bus fare information is even less in evidence, but in those urban networks where an exact fare policy is pursued, is considered essential.

There is a move towards using solar power to illuminate timetable cases and we consider this brings significant benefit to passengers at night.

The spread of Real-Time Information displays at bus stops and bus stations is welcome. They offer reassurance to passengers and can draw the attention of non-users to the service on offer. We commend these places where displays are clearly visible to non-users rather than tucked away in a shelter.

Real-Time Information must be just that, rather than simply detailing scheduled departure times, and BUS USERS UK has a concern that while such displays are often provided in urban situations, where frequencies are high, this information would be considerably more valuable at stops on rural or interurban services, where frequencies can be low and where passengers may need reassurance that their bus is actually coming.

Real-time information available by text is also useful, as it enables users to check when the bus is coming before they even leave home. Enquiry offices should be staffed by knowledgeable and friendly customer-oriented people who can supply information clearly and simply.

Enquiry office opening hours should cover the times of the day and days of the week when services are operating. If this is not possible, an obvious alternative should be available, particularly at bus stations. This could, for example, be directions to an inspector or controller’s office, or a freephone link to a control room. If bus services run for up to 18 hours a day, seven days a week, it is reasonable to expect some form of information provision throughout this time.

TARGET: Members of the public should be served within three minutes in enquiry offices. At bus stations, information should be readily available as long as bus services are operating.

On buses, the importance of accurate and comprehensive destination information cannot be over-emphasised. Too many operators seem content to display a single destination point that does nothing for the confidence of would-be casual passengers. The destination display is part of the advertising for the service, and all too often is woefully inadequate.

The increasing use of bus service numbers and destination information at the nearside and rear of buses is very welcome, and should become universal. Inside buses, windows are often used for promotional material, and while this is far from perfect, it does provide operators with a further opportunity to convey information to its existing users, though care should be taken to ensure that visibility for users is not impaired.

BUS USERS UK welcomes moves to provide ‘live’ electronic in-bus information advising passengers of the next stop and the ultimate destination of the service. This can be particularly reassuring for passengers unfamiliar with the route and unsure of their alighting stop.

Similarly the increasing use of electronics to provide destination displays is welcomed, now that they have greater clarity than before, although we acknowledge that traditional indicator blinds when used properly still give excellent clarity. We would like to see further use of GPS systems with electronic displays so that ‘via’ points that have already been passed are no longer displayed.

Drivers and inspectors are the bus industry’s front-line staff, the people whom users are most likely to see and from whom they are most likely to seek information. More attention should be given to training and briefing drivers and inspectors. Statements from staff such as ‘They don’t tell us anything’ are the worst advertisements for a bus company. The drivers on large networks cannot normally be expected to know every detail of every service. However, they should have a working knowledge of their own company services to be able to advise passengers on connections and alternatives.

When new services are introduced and major changes made to existing services, part of the process of introducing these must be a driver briefing to ensure that passengers are advised of changes before they happen, and can learn about the effect of changes when they take place.

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2. BUS STOPS AND BUS STATIONS
Bus stops and bus stations are an integral part of every bus journey. They should be

Bus stops should be sensibly situated, ideally in well-lit, safe areas. They should carry information both on the bus stop flag (service numbers, information telephone number) and in a case on the pole (bus times and fares). Bus stops should carry a reference that allows passengers both on the ground and on the bus to recognise exactly where they are.

Bus stop information should be updated at the time of every service change. It should be clearly presented and easy to understand with the minimum of codes and footnotes. The information may simply be departure times from that stop, or a timetable showing the whole route. In all cases, information must be presented in a legible way, taking into account passengers with poor vision, and should be easy to read in all weathers and at all times of day or night.

Fares information is rarely given, though for many passengers this is essential information, particularly in situations where no change is given. Lack of this information can significantly slow bus journeys. All of this is essential, since bus stop information is often the first point of contact for the occasional passenger. Bus shelters should be provided wherever possible, and lighting and seating is desirable.

TARGET: All bus stops to carry timetable cases with clear and up-to-date service information, ideally including fares.

Bus stations should be well-lit and offer protection from the elements, and should provide safe and unthreatening shelter for passengers at all times of the day, with visible staff on duty to answer enquiries and deal with passenger problems. Clear and up-to-date information on bus services must be provided.

Basic bus station facilities should include an enquiry/ticket office, open at times to suit passengers rather than staff, and toilets, open at all times buses use the station.

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3. THE BUS
Bus users have a right to expect the buses used on their service to be

Clean and fresh buses are essential, and while it is accepted that in the course of a day’s work buses do get dirty, some operators with high-profile services arrange for them to be swept out at regular intervals during the day. BUS USERS UK would like to see this idea more widely adopted, especially so in places where free newspapers are available on the bus as these too often become an increased source of litter during the day.

Ease of identification is often a problem for users in busy streets and at bus stations. Comprehensive destination displays and clear company names will instil confidence in bus users. Ease of boarding has improved greatly with the spread of low-floor buses, but the advantages are sometimes lost because illegally parked vehicles restrict access to bus stops, or where drivers make no effort to pull up in a position that allows easy boarding. Advantages are also lost in those situations where low-floor and step-entrance buses are mixed randomly on the same service. Where it proves impossible to provide a service with the same type of bus throughout, journeys operated by low-floor buses should be clearly identified in the timetable and that type of bus must always be available for those journeys.

BUS USERS UK welcomes the moves towards more passenger-friendly buses and such features as clear step edging, high-visibility handholds, and palmoperated bell pushes on vertical handrails. Handholds should be sensibly sited and easy to use — some holds and straps are out of reach of smaller passengers.

Circulating space on buses can often be restricted, particularly on mini- and midi-size vehicles. For less mobile passengers on a busy bus, simply moving within the bus can be a cause for concern. Modern designs have moved away from maximising seating capacity, and often provide circulating space in the forward part of a bus.

BUS USERS UK welcomes the provision of proper luggage and buggy space, together with obvious and adequate handholds. Where wheelchair/buggy space is provided, typically in the forward section of the bus, it is important that this provision does not make it difficult for other passengers to find their way safely to a seat, especially those who are older or less mobile. Luggage space should be designed for easy use by passengers of all ages and levels of mobility.

It is important that there are clear instructions regarding the use of wheelchair/buggy space and that drivers are well briefed and will act when there is any confusion or dispute over the use of these spaces. Where, for instance, there are more buggies than available space, it is important that buggies should be folded and not allowed to obstruct the gangway, to the detriment of the mobility and safety of other passengers.

TARGET: Bus operators should provide clear instructions about the use of wheelchair/buggy spaces and drivers should be well-briefed to enable them to deal with their enforcement.

Proper heating and ventilation would appear to be an automatic requirement, yet BUS USERS UK receives many complaints about inadequately heated buses in the winter months, and hot and inadequately ventilated buses in the summer.

Moves to better heating systems, including features such as double-glazing, automatic temperature control and even air-conditioning might solve these problems in some areas, but there are still too many buses that fall short of reasonable expectations. Operators should ensure that existing heating and ventilation systems are in full working order and well-maintained.

Thoughtful driving includes taking note of passengers with walking or vision disabilities, wheelchair users, parents with pushchairs, and bus users who would appreciate a chance to find a seat while the bus is still stationary. With modern, easy-to-drive buses it is all too easy to accelerate briskly away from bus stops, which causes distress to the less mobile, and those with buggies and other items of hand luggage. The time ‘lost’ is infinitesimal; the value in terms of passenger safety, comfort and confidence is great. Similarly, a simple welcome from the driver and engagement with the passenger can work wonders.

Drivers should be encouraged to draw close into the kerb wherever possible, to assist less-able passengers. Parked vehicles often make this difficult, but the clearly designated bus stop road markings and bus-boarders adopted by some authorities appear to have the necessary deterrent effect.

Comfort, even for a short journey, is essential. This means a comfortable seat with adequate legroom - ideally not just the legal minimum - a suitable temperature, a smooth and safe ride, adequate space and handholds for standing passengers, a well-lit interior, and a generally unthreatening and stress-free journey. However it is important to ensure that seat spacing is not so great that passengers feel insecure when travelling.

Windows should not be obscured with marketing or advertising material to the detriment of passenger visibility, and it should be remembered that passengers sometimes need the reassurance of being able to see into a bus when boarding as well as being able to see out of it whilst aboard.

Reasonable luggage space should always be provided. Overhead racks may be acceptable on longer-distance coaches, but they are difficult for less able passengers to use, and we welcome the luggage space provided at the forward part of the saloon on most modern buses, which allows passengers to enjoy a more comfortable journey, unencumbered by shopping bags and buggies.

Personal safety is a matter of increasing concern for many passengers, and there is often a reluctance to travel later in the evening, or at the end of the school day, or on the upper decks of double-deck buses because of rowdy, anti-social and sometimes violent behaviour. Bus operators have a responsibility for the safety of their passengers and staff, and we welcome the increasing adoption of closed-circuit television with cameras positioned throughout the bus.

We welcome co-operation with police to tackle problems in particular areas and at particular times and recognise the difficulties faced by drivers in potentially dangerous situations. We would like to see all buses in two-way radio control to reassure passengers that a fast response is possible in cases of trouble. At the end of the day, passengers have a right to make their bus journeys in a safe and unthreatening environment.

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4. FARES AND TICKETS
Affordable fares and innovative fare payment methods and 'rewards' for regular passengers are necessary

Fare payment should be as painless as possible for all users. Ease of use should be the key. While schoolchildren and commuters often hold season tickets, less frequent but regular passengers often lose out on such offers, being obliged to pay the full fare. The development of smartcard ticketing is simplifying payment and developments in various parts of the country are being closely watched.

While exact fare systems can discourage casual use, and seem to be geared mainly to regular passengers, we would accept that these can have distinct operational benefits in certain circumstances. They can speed up boarding dramatically on busy urban routes, especially where self-service ticket machines are installed remotely from the farebox to encourage good passenger flow, and have security advantages for the driver.

However for exact fare schemes to be acceptable, a very simple fare structure (ideally flat fare) is essential, using values that can be made up from a minimum number of coins, and information must be clearly displayed on every stop, giving the fare values and explaining clearly that no change is given on the bus. Readily available day and longer-period tickets and, ideally, an option to buy tickets before boarding at or close to the stop, should be incorporated into exact fare systems.

Operators also need to take care that, as driver involvement in farebox transactions is at best minimal, drivers do not ‘lose touch’ with passengers and forget their duty to be welcoming and helpful.

BUS USERS UK welcomes the spread of Day Tickets, sold by the driver, which allow unlimited use of a local system. For casual users, often unsure of their journeys, these avoid delays at bus stops when asking for unfamiliar destinations or searching for change.

Operators are often reluctant to provide opportunities for joint ticketing with other bus operators, or indeed with rail services; this partly stems from uncertainty about the response of the competition authorities. Interavailability of bus tickets between operators is worth considering, particularly where service
frequencies are poor, or in the evenings and on Sundays. Passengers cannot always distinguish between operators competing on a common route and cannot always understand why a ticket bought on one operator’s bus should not be accepted on another’s.

Fare levels will always be a source of controversy among passengers, and while BUS USERS UK recognises the importance of viable bus services, it continues to campaign for
affordable fares to ensure that bus travel remains accessible to
all sections of the community. This is particularly important for those to whom the bus is the only alternative to not travelling at all.

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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

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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6. COMPLAINTS AND SUGGESTIONS
After a bus journey, bus users with complaints or suggestions should feel confident that

Complaints procedures vary widely between bus companies, and many bus users are cynical about the value of complaints after receiving what appear to be ‘brush-off’ or standard letters.

Any representations from passengers can be a valuable source of market information, and should be handled in a positive way to ensure that any problems are addressed. Complainants should be made to feel they have been treated in a satisfactory way. Trends in complaints should be studied, to alert operators of problems, whether with staff, vehicles or services. Ideally, responses to complaints should be dealt with by dedicated staff with knowledge of local conditions and sufficient seniority to note the complaint and take action on it. Vouchers or refunds should be offered in the case of serious justified complaints, or in the interests of goodwill.

Proper and fair procedures should be in place for consideration of claims lodged by passengers involved in incidents or accidents. Sympathetic handling of correspondence does not constitute admission of liability, and indeed can serve to bring a disaffected passenger back ‘on side’. Bus operators should be sensitive to sensible redress and should not be tied in too rigidly to their own Terms & Conditions. Rigid adherence to Terms & Conditions may give the operator the satisfaction of having saved a pound or two in a particular situation, but might have alienated a passenger who would otherwise have spent several hundred pounds in the course of a year.

TARGET: Complaints should be acknowledged and preferably dealt with within five working days. While standard letters may be the only way to deal with acknowledgement they should be avoided when actually dealing with the complaint. Letters should be courteous and well-written by people with competence in that area.

Companies should publicise the existence of the Bus Appeals Body (England and Wales) and Passenger View Scotland set up to deal with appeals from passengers who are dissatisfied with the bus operators’ responses to their complaints about operational matters (for example - drivers’ behaviour, reliability, information provision).

There is no appeals machinery for commercial issues such as service patterns, frequencies and fares. However, if a commercial bus route is curtailed or withdrawn, passengers can be encouraged to appeal to local authorities to provide support for a subsidised service.

The remits of the Bus Appeals Body and Passenger View Scotland do not cover London and Northern Ireland where there are official consumer bodies.

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7. CONSULTATION
Suggestions from bus users should be encouraged, even
though some will not be practical.With fewer inspectors on
the road to observe the performance of bus services and
note possible improvements, the bus user can be an
important intelligence source. Suggestions for new services,
re-timing and re-routing existing services, improvements to
vehicles and the like should be both encouraged — perhaps
by notices in buses — and investigated.
Passengers get very upset about services being
changed without any consultation with users. While it will
never be possible to please everybody, serious account
needs to be taken of their concerns.
Opportunities should be provided for passengers to
discuss their concerns face-to-face with both bus company
managers and local authority officers at Bus Users’
Surgeries. BUS USERS UK has pioneered work on bus
surgeries and follow-up meetings to develop a
constructive dialogue between riders and providers and is
happy to discuss possibilities for arranging surgeries.

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