Our Ref: CID/134321

27 June 2012

Enrico Giacani

Dear Enrico Giacani

I refer to your email recorded with us on 27 June 2012.

Please accept my apologies with regards to the continued
problems you are experiencing with the number 86 service.
 Please note that in order to take specific action and make
improvements to the service we provide it is more beneficial to
have specific details rather than a general comment. Therefore
we need to know times, dates, and directions of the buses that
fail to operate. This is so that we can fully investigate.

However, I do recognise the frustrations of customers on the
service. It is of course in our interests to operate an
attractive and punctual service to both current and potential
customers and we are attempting to address the concerns of
passengers. All services are monitored by our 'GPS tracker'
system and routes are amended as required. Our punctuality
working group looks at concerns and works with Metro to address
problems depending on the nature and prioritises those routes
with the poorest performance to address such matters as would be
understandable.

Please also be assured that I have forwarded your concerns to
the Network Planner for his attention in order to monitor the
service and assess reliability and punctuality on the service.

Once again, my apologies for the problems that you have
experienced.

Yours sincerely

Laura Green
Lead Customer Services Agent

Best Regards

First Customer Services
West & North Yorkshire.