Dear Mr Bielecki

Thank you for your email - all comments regarding our services in London
must be forwarded to London Buses Customer Services whose contact
details are as follows:

London Buses Customer Services
TFL London Streets
4th Floor, Zone G7
Palestra, 197 Blackfriars Road
London, SE1 8NJ

Telephone: 0845 300 7000 (8am to 8pm Monday to Friday)
Email: [email address]

Kind regards

Janet Cameron
Customer Services Officer

Tel: 020 7788 8550
Fax: 020 7788 8593

Abellio London
301 Camberwell New Road
London, SE5 0TF

www.abellio.co.uk

-----Original Message-----
From: Mark Bielecki [mailto:[An explaination, rather than just telling me, it is being dealt with. email]]
Sent: 01 December 2011 12:35
To: Customer Care
Subject: Appalling service and still no explaination!

Dear Abellio London,

To whom it may concern,

I feel, I have to have a moan about a rubbish service from one of
your drivers yesterday 20th November 2011.

I caught the 407 from South Croydon at around 1220 hrs and all
seemed ok, until we got to West Croydon and the driver got a
telling off, in front of the passenger's, your customers, that he
was running late. This made for dangerous and erattic driving. This
was bad enough, but what was to follow was the worst part of any
journey, I have ever experienced.

We got to The Plough, where normally, drivers would be changed.
This did not happen and the at the next stop, after radio contact
with your driver and someone else, this was from the driver, "we
are not going to Sutton now, you are getting out at Carshalton High
Street"

This was unacceptable and we had to wait for another bus, in the
cold 15 minutes and no apology from an ignorant driver in a
following bus.

There were three girls at the front, sat near the driver, that
asked him if they could get off and some explanation!

They were told "cant you hear, do you have anything between your
ear's. This is a great and sad story. Our reporters could have a
field day?????

Is this common practise, to treat your customers this badly?

With respect, I expect some sort of explanation within 48 hrs.

Thank you.

Mark Bielecki Media Sales Consultant Tel: 020 8722 6437 [mobile number] E-mail [email address] visit
www.yourlocalguardian.co.uk/homes

------------------

Here is some information from FixMyTransport about the location of
this issue:

Location name: Number 407 bus route

Area: between Sutton, Croydon, and Caterham

----------

To view a map of the precise location of this problem, or to
provide an update on the problem, please visit the following link:

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helping people get public transport problems resolved. If there is
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problem, please let us know by visiting
<http://www.fixmytransport.com/feedback>. This will help improve
the service for people travelling. We also welcome any other
feedback you may have. ]

***********************************************************************************************************************
This email is confidential and intended for the named addressee only. Any views or opinions expressed and presented are those of the author and do not necessarily represent those of Abellio.
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Abellio London Limited, Registered in England, number: 03786162. Abellio West London Limited, Registered in England, number: 00689260. Registered Office: 301 Camberwell New Road, London, SE5 0TF
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Our Ref:         1009914128

Date:              03.01.2012

Mr M Bielecki

[email address]

Dear Mr Bielecki

Re: Route 407 Driver

Thank you for your email dated 1 December. Please accept my
apologies for the delay in response. I was concerned to learn of
your experience while travelling on bus route 407, and I am
sorry for the inconvenience and upset caused as a consequence.

Our bus drivers have a duty to provide passengers with a safe,
smooth and comfortable journey. They are also considered to
be the public face of London Buses. As such, they’re expected to
behave in a polite and professional manner at all times. Poor
driving standards, and rude and discourteous conduct, such as
you have described, is completely unacceptable.

If a bus is severely delayed, the route controller may ask a
driver to stop the bus short of its usual destination. The bus
can then turn around, and return to its usual timetable in the
opposite direction. This action is taken for the benefit of a
majority of passengers, as it allows an even service to be
maintained across the route and prevents delays from building
up.

Nevertheless, I totally understand how frustrating it can be if
you are on the bus that is curtailed. We expect controllers only
to terminate buses early as a last resort. Furthermore, as
previously mentioned, drivers should maintain a professional
manner at all times. It is disappointing to learn that this was
not your experience with the route 407 driver.

The details of your complaint have been sent to Abellio London,
who operate route 407 for us. I have asked that the Abellio
London management endeavour to identify the driver in question
and interview them. Please rest assured that appropriate action,
in line with the company's internal procedures, will be taken as
a result.

Thank you for your correspondence on this subject. Please feel
free to contact me if I can be of further assistance.

Yours sincerely

Paul Lawley

Customer Services

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