Ref 12.085

Dear Mr Crook,

Re: Customer Feedback

Thank you for your email which I recently received. I am sorry
to hear of your recent experience.

As a local transport provider we do not insist on exact fares
being tendered as some operators do. However, we do request,
where possible that customers do tender the correct fare as
providing change for notes can be difficult at times (especially
if many customers do this). As a Company, where we are unable to
give customers the correct change, we do operate a 'Change
Voucher system', whereby a voucher is printed off the ticket
machine and retained by the customer for reimbursement from a
later driver/service (or prior to alighting if the same driver
has by this point got change).

Obviously, it is unacceptable and poor service for a driver to
have rolled his eyes and tutted - this is not service that you
or I expect of Stagecoach drivers.

In order for me to take up this matter directly with the driver
concerned I would be obliged if you could provide some of the
details from your ticket (or journey if you no longer have the
ticket). Such relevant information includes boarding
location/time/date/alighting location and time/fleet number or
registration of the vehicle concerned. (I cannot work out which
driver/bus it was based on the information above as there is no
mention of the direction of travel or where you boarded or got
off)

While I await these details I feel it is only fitting that I
offer you my sincerest apologies for the service you
encountered.

I look forward to hearing from you in the near future so that I
can identify the member of staff concerned.

Sincerely,

Ross Stafford
Operations Manager
Stagecoach in Lancashire (Chorley Depot)
Acting Operations Manager, Preston and Fleetwood
Chorley Interchange
Clifford Street
Chorley
PR7 1AQ
T 01257267728
F 01257239401
E:[email address]

For details of our Customer Complaints Procedure please visit:
http://www.stagecoachbus.com/codeofpract...

Stagecoach North West Ltd, trades as: Stagecoach in Cumbria,
Stagecoach in Lancaster and Stagecoach in Lancashire Registered
Office, Daw Bank, Stockport SK3 0DU (Registered in England and
Wales No 123665)

Andy Crook To [Stagecoach in Lancashire problem reporting email]
<[TRAIN YOUR DRIVERS IN CUSTOMER SKILLS email]> cc
Subject 125 BUS AT 20.53 ON 20/ 07/ 2012
20/07/2012 22:45

Dear Stagecoach in Lancashire,

GAVE A £20 NOTE FOR A £3 FARE TO DRIVER WHO ROLLED HIS EYES
AND
    TUTTED AS THOUGH THE CHANGE WAS COMING OUT OF HIS OWN
POCKET. YOU
    REALLY NEED TO CHECK ON THE ARROGANT ATTITUDE OF YOUR
DRIVERS AS
    THIS IS JUST 1 OF 3 INCIDENTS OF SURLY ATTIDUDES I HAVE
EXPERIENCED

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

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

Location name: Number 125 bus route

Area: Between Preston, Adlington, Bolton, Montserrat,
Chorley,
    Horwich, and Clayton Brook

----------

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

http://www.fixmytransport.com/campaigns/...

[ PLEASE NOTE: Your replies to this problem report will be
sent to
    Andy Crook and will be published online. This message was
sent via
    FixMyTransport.com - a not-for-profit service dedicated to
helping
    people get public transport problems resolved. If there is a
more
    appropriate email address for messages about this type of
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. ]

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Company Name: Stagecoach Group plc
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