‘Some way to go’ on route to better buses

Blackpool Transport bus
Blackpool Transport bus
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Transport chiefs in Blackpool today admitted there is still “some way to go” after complaints about staff on buses and trams increased.

However, overall levels of complaints to Blackpool Transport have fallen in the past 12 months.

Figures released to The Gazette by the company under the Freedom of Information Act reveal the number of complaints received by the company had reduced by 92, from 2,063 to 1,791, between September 2012 and 2013, compared to the same time period last year. But staff complaints rose from 734 to 935 in the same period.

The figures showed the number 14 bus was still the most complained about route, with 175 negative comments made by passengers during the 12 month period, while the number seven received 104 complaints.

The least complained about bus route was the number 15, which attracted just four negative comments.

A total of 59 complaints were made about the company’s trams, although none were made about the heritage tram service.

The most common complaint among customers was drivers not stopping, which happened 264 times.

Driving issues caused 245 complaints, while poor customer care (217) and fare issues (206), were the next most common.

There were three instances of customers complaining about drivers smoking, but none for drivers using their mobile phone while working.

A spokesman for Blackpool Transport said: “While it is clear there is still some way to go we invest heavily in customer care training, putting drivers through annual CPC training, we have a mystery traveller scheme, we have our own bus users forum. We also use the data as part of a toolkit to improve services.”

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