Brace yourselves for another infomercial about diabolical customer service.Arriva North East, for those fortunate enough not to know already, operates bus services in the North East of England. Unfortunately, from my point of view, that includes my stomping ground up in God's Allotment.
Sheer belligerence prevents me from buying a car, despite having passed my driving test many moons ago. As a consequence of this lifestyle choice, I tend to travel quite frequently by bus and train. Unfortunately this includes travel by Arriva North East.
Their level of service is atrocious to say the least. Their "Customer Service" people are not told of half the problems passengers encounter. Their drivers are not given any information to fend off disgruntled passenger complaints or enquiries. Quite simply, they would struggle to choreograph the running of a bath - let alone the running of an efficient public transport system.
A quick glimpse of
their new Facebook site demonstrates that the Arriva North East arse doesn't know what the elbow is doing. So many contradictory reports on those pages. So many passengers complaining that the bus has missed their stop or hasn't even turned up. Coincidentally, if anyone dares to be critical on that public forum it is quickly airbrushed out or dismissed with the retort "take it up with Customer Services and not on here".
Despite being absolutely furious at the time, I chose not to write publicly about an occasion where an Arriva driver completely ignored a queue of us at the bus stop. Arriva will inevitably discover this blog post, which will remain here in perpetuity, so I will jog their memories: the incident involved Service 505 departing Alnwick at 10:03 hrs on 26th July 2010.
So livid was I at the time that I actually wrote to them to complain for the first time ever: "Despite there being four passengers waiting at the stop, two of whom signaled with their arms to the approaching driver, the bus continued straight past and failed to stop as requested.
"To make matters worse the driver had clearly noticed us at the road side, because he pointed in response to our arm signals. As the bus went past we could see several empty seats on the nearside, so the driver's failure to stop couldn’t have been in response to overcrowding.
"I also recognised the driver as one of the long serving regulars on the route, who would have been well aware where all the stops were."
Characteristic of their abysmal level of service it took them more than a fortnight to reply to that. Their reply, which I immediately discarded in disgust (sadly before scanning), told me that their Ashington depot manager had reviewed CCTV footage and found that none of the four people at the stop had signalled to the bus.
Furthermore, as all their stops are request stops, it is the responsibility of those waiting to attract the approaching driver's attention clearly. What come back could I possibly have when their Ashington manager, a person of some standing (if that's possible) in Arriva circles, fabricates a different chain of events to what actually happened?
Last night took the biscuit. I was returning home from work, having had a pretty long day already. I caught Service 505 at Morpeth on this occasion. The bus was scheduled to leave at 17:10 hrs, but it was 17:50 hrs before it started limping towards Berwick.
As
my Twitter readers will already know, the driver couldn't even force a welcome smile - let alone a conciliatory explanation for the delay. That's common practice for Arriva drivers. They are so used to poor punctuality that they expect passengers to accept the same shoddy standards. Their drivers are so entwined by lateness, that they seem to forget people with important business haven't always got that luxury.
I was somewhat relieved to be making progress home when the bus inexplicably pulled over at the side of the A1 near Tritlington. An alarm could be heard in the driver's cab and ear wigging his subsequent phone call revealed there was a problem with the brakes so he couldn't continue. The bus stood disabled at the roadside, trucks flying by within feet, with our seats shaking in their wake. Ten minutes passed and the internal lights and heating stopped working, so we were left sitting shivering in the dark. The bus shook as another truck hammered by, his horn blaring with disapproval.
A concerned passenger asked the driver how long would we be stranded in this perilous position? The reply came: "How long's a piece of string? Don't ask me, I'm just the driver." Not a word of a lie, as was reported live on my Twitter feed last night. Another lady went to the driver for reassurance that the back of the bus was clearly visible to approaching traffic. His reply: "If you're worried you can always move to a seat further forward. There'd be something wrong if they (the approaching drivers) couldn't see a big double-decker bus."
A replacement bus came about 30 minutes into our roadside breakdown experience. We then had to struggle along the snow covered verge in the pitch black to board the second vehicle. Despite having my digital camera in my pocket, I somehow resisted the urge to take a snapshot of elderly walking stick users fighting along the icy roadside. It would have set this article off nicely, but with tempers already fraying I didn't want a thump for my journalistic endeavours. Pram users had an equally difficult battle, struggling to find their balance with the ice slipping between their wheels and feet.
At last we were again making progress. By the time we arrived at Alnwick the 20 miles from Morpeth had turned into a 2 hour nightmare. I pity the poor folk who were travelling all the way to Berwick and hope they made it safely.
I'm debating whether it's worth writing another letter of complaint, given the pitiful response I received last time. The Ashington depot manager would probably deny anything untoward had ever happened: "Just another day of quality Arriva service."
What they deliver is consistently pathetic, regardless of excuses like the weather. The majority of their fleet, particularly on the 505 route, is in an appaling state of repair and communicating with their drivers is like talking to a brick wall.
Arriva North East - absolutely woeful.