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Description

Luke Addison

I attempted to pay a £3.70 bus fare with a £10.00, as i didn't have any change. The driver was rude to me and told me he was 'very busy, and tired' and that i should 'wait for the next bus, they can deal with you'. I explained that I wasn't willing to do this as I had already waited 30 minutes for the bus and needed to get to school. He said that I was a 'fu***ng pr**k' and i should be ashamed of myself. I asked him why and drew his attention to a prominantly displayed notice explaining that £20.00 and £50.00 notes were not accepted, and that it said nothing about £10.00. He continued to be rude, but did eventually let me on the bus.
The incident occured on the 54 bus, into town from the stop near the church between the wells road and redcatch road. The driver was a white male, with grey, greased hair. I would recognise him. It is appaling that a paying customer should be so insulted!

Problem History

  • 1 Luke Addison reported the issue on FixMyTransport. close 22:50 13 Jan 2012
  • 2 Luke Addison wrote to First Bristol close 22:50 13 Jan 2012

    Here is the letter that Luke Addison wrote.

    Abusive driver

    I attempted to pay a £3.70 bus fare with a £10.00, as i didn't have any change. The driver was rude to me and told me he was 'very busy, and tired' and that i should 'wait for the next bus, they can deal with you'. I explained that I wasn't willing to do this as I had already waited 30 minutes for the bus and needed to get to school. He said that I was a 'fu***ng pr**k' and i should be ashamed of myself. I asked him why and drew his attention to a prominantly displayed notice explaining that £20.00 and £50.00 notes were not accepted, and that it said nothing about £10.00. He continued to be rude, but did eventually let me on the bus.
    The incident occured on the 54 bus, into town from the stop near the church between the wells road and redcatch road. The driver was a white male, with grey, greased hair. I would recognise him. It is appaling that a paying customer should be so insulted!

  • 3 Peter Dixon commented close 22:55 13 Jan 2012

    Hi Luke

    FixMyTransport volunteer here

    I am very disappointed to see the incident and really pleased to see the description you have put in of the incident. There is one piece of information you have missed which is the time and also for clarification when they check, the date. If you come back to this page there will be a yellow email button that will allow you to contact the bus company with these very important details.

    Good Luck with your issue

    anorak
    admin
  • 4 Luke Addison wrote to First Bristol close 10:43 14 Jan 2012

    Subsequent to my earlier message, I realised I didnt tell you what time and day the incident happened on. The incident in question happened at approximatley 7.30am on 12/1/2012

  • 5 [email address] responded to Luke Addison close 08:11 16 Jan 2012
    Dear Mr Addison,

    Thank you for your E-Mail, which has now been passed to an appropriate Manager, we will contact you again within 10 working days or as soon as we have more information for you.

    If you need anything further please do not hesitate to contact us by replying to this e-mail and quoting the reference:106091

    Regards,
    First Customer Services
  • 6 Natacha Tagholm commented close 23:49 16 Jan 2012

    Dear Mr Addison,

    I am appalled to hear that one of our drivers could have behaved in this manner. I note that the customer service department received your complaint today and are looking into it.

    The driver will be interviewed as this is our usual process for such types of behaviour and appropriate action taken. This, coupled with the fact that we investigate each complaint individually, is why it can take up to 10 working days to get back to you.

    For information, should you need to use a note to pay and the driver has run out of change (which sometimes happens if several passengers have come straight from the cash point), please do ask for a change ticket. This is basically a ticket which is given to you in lieu of the change. You can exchange it for cash at the Travel Shop in Marlborough Street, on bus or use it as payment towards your next ticket. The driver should have offered you that.

    Once again I apologise for the poor service you received.

    Kind regards,

    Natacha Tagholm
    Regional Customer Service Manager
    First South West and Wales

  • 7 Dave H commented close 05:40 17 Jan 2012

    Note how there is a mechanism to deal with the driver being unable to give change, and we need to make more people aware that they can get a credit note, to claim back the change - just as there is a way to get a permit to travel for train journey when you cannot buy a ticket at the station

  • 8 [email address] responded to Luke Addison close 09:39 19 Jan 2012
    Dear Mr Addison,

    Thank you for your E-Mail. I am sorry the driver of the service was as rude as he appears to have been from your report. Our drivers are trained in all areas of customer care and this includes being attentive to the requirements of all the travelling public, and we are sorry this attitude was not displayed on this occasion.

    I can advise you that the details of your report have been forwarded to a senior manager, who will be interviewing the driver about this matter. I am sure you understand that we are unable to discuss the outcome of any formal process that might follow on from any such meeting as we are obliged to observe employee confidentiality, however please be assured that we do take all reports of this nature very seriously.

    Please accept my apologies on behalf of the company for the obvious distress that this incident has caused, and I do hope that despite your disappointment on this occasion you will continue to travel with First.

    Thank you again for bringing this matter to our attention.

    If you need anything further please do not hesitate to contact us by replying to this e-mail and quoting the reference:106091

    Regards,
    First Customer Services
  • 9 Sam J commented close 08:33 24 Jan 2012

    I'd expect more than an apology, obviously First have their procedures to complete but given the nature of this incident I hope it isn't the last you've heard from First's customer services.

  • 10 Natacha Tagholm commented close 10:37 24 Jan 2012

    Hi Luke,
    Can you please get in touch with me directly - natacha.tagholm@firstgroup.com? That way we can sort out something for you.
    Kind regards,
    Natacha
    Regional Customer Services Manager
    First South West and Wales

  • 11 Luke Addison commented and marked the problem as fixed. close 00:04 25 Feb 2012

    I appreciate the response of First in dealing with the issue, I consider it to be resolved

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