‘We are very encouraged by the fact that Passenger Focus puts bus passengers more “on the map”’, said Bus Users UK chairman Gavin Booth. ‘Passenger Focus has had a positive role on rail in presenting passenger issues to Government backed up with solid evidence, and now Government will need to sit up and listen to the concerns of bus passengers in the same way. It is excellent news that bus passenger issues are being pushed further up the agenda’.

Bus Users UK is often asked how it fits in in the ‘new regime’. In fact the two organisations complement each other very well. Passenger Focus is able to produce solid data about bus passengers’ needs and attitudes, and to inform Government on policy issues affecting bus passengers. Bus Users UK will continue its current role of campaigning on national and local issues, on handling second-stage bus passenger complaints and organising its programme of bus users’ surgeries. Transport Minister Sadiq Khan recently confirmed that he wanted to see Bus Users UK and the Bus Appeals Body continue handling issues that individual passengers feel have not been addressed properly by bus companies. Pilot work has also begun on involving Passenger Focus in appropriate parts of our surgery programme.

‘Bus Users UK and Passenger Focus have worked together since Day One’, says Gavin Booth. ‘We have forged a productive and amicable working relationship and have been happy to share our expertise, gained over many years’ work in the field and through a wide range of local contacts in our membership. We will be feeding statistical information gleaned from our complaints handling and surgeries programme into Passenger Focus in ways which will help their work, particularly the bus passenger satisfaction surveys, and at the same time we know we can tap into their expertise to enhance the work that we do. We look forward to a long and productive relationship which both sides recognise to be mutually beneficial.’