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Poor Service on York’s Designer Outlet bus run by First York
Written by yorkguides.co.uk   
Friday, 26 January 2007

Email sent to First York:

 

Dear Madam/Sir,

 

I just had the unfortunate experience of riding on one of your buses in York with the rudest driver I've ever met. I first got on the bus and showed him my ticket, but he refused to look at me so I said "hello". He replied in a very sharp manner that I have to wait for everyone to get off, still without looking at me. There were only two people getting off, at the same time I got on. Anyway after I sat down the driver got off the bus,  slamming his little cab door closed and stormed away to the News Agent on Rougier Street to get some crisps and another snack, which I know is not unusual for drivers to do.

I thought it was just me, that he didn't like the look of me or something, but he was surly with everyone that got on the bus, and driving too fast. Three pensioners wanted to get off at the top of Nunnery Lane, where the car park is, and they rang the bell at the traffic lights well before the actual stop. They were actually standing next to him as the stop approached but he went right past it. Of course the three pensioners were very upset by this, especially when he denied that they pressed the button, despite the fact that the whole bus could see it still said Bus Stopping on the LED sign, and wouldn't stop for them at all until we got to the next stop about half a mile down the road.

 

They were angry when they got off, partly because they had to walk all the way back up the road, but mostly because of the driver's rude attitude towards them. The last thing he said to them, after a number of rude comments, was "I said sorry, what more do you want?" in a not very sorry tone at all, then closed the doors and drove off at speed.

 

I thought about complaining right away for the way he spoke to me, but I was going to let it go until his poor treatment of the three old age pensioners.

 

This all happened on the Designer Outlet but, number 60909, at 12:20pm Tuesday January 16th 2007.

 

I guess he was having a bad day, personal troubles or something, but I don't think it's very good, or even safe for the public, to behave in such a way if you're a bus driver.

 

 

The reply from First York, a week or so later:

 

Dear Mr Mallory [ed. Name spelled incorrectly despite being included in email],

Firstly may I apologise for the delay in replying to your complaint, I am still trying to catch up after having a few days off.

We have had contact from the people invoved [another spelling mistake] in the incident and it was indeed helpful to be able to back up their complaint with your input.

We expect a high standard of service delivery from our employee's and it appears that on this occasion the driver failed to meet this standard. He has been identified and will be interviewed following our Company disciplinary procedure, at which point any relevant action will be taken to prevent a recurrence of this kind.

Please accept sincere apologies for the unwarranted attitude of the driver and thank you for taking the time to contact us.

Yours sincerely

[signature was here]

 

Joyce Ridsdel Customer Service Officer

 

 

 

 
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