Stagecoach Gold Customer Service Promise

On time

We know that reliability is what you want from our service. We will do our utmost to keep to the timetables we advertise.

• our punctuality target is that 95% of scheduled journeys will run no more than five minutes late or one minute early
• our cancellation target is that no more than 0.5% of scheduled journeys will be cancelled – for any reason
• we arrange for regular independent monitoring of our performance
• we’ll display quarterly reports about the quality and reliability of our bus services at our offices, on Stagecoach Gold buses and on our website 
• where we have to change the service eg because of long term road works or special events, we’ll update our website and provide information on Stagecoach Gold buses 
• in the event of significant disruption of services, full details will be passed on to Traveline, local radio stations and the local authority
• we’ll refund your fare with a voucher for a local dayrider*if your journey is delayed by more than twenty minutes because of events within our control
• we’ll refund the cost of a taxi with a travel voucher of equal value*  if  your journey is delayed by an hour or more, because of events within our control

* Please write to the Operations Manager with details of the time of your journey/expected journey and where you were travelling from and to.

Safe, clean, comfortable buses 

We want to provide Stagecoach Gold buses of the highest standard every day, so that your journey is as pleasant as possible.

• we’ll maintain our buses to a high standard of presentation and they’ll be clearly identifiable as being operated by Stagecoach
• for your added comfort and safety all Stagecoach Gold buses will be fitted with CCTV
• our buses will be maintained by skilled staff on a regular and planned basis to comply rigorously with all legal requirements
• our buses will be thoroughly cleaned inside and out every day
• we’ll endeavour to ensure that any lost property is collected and sent to your local Stagecoach office 
• we aim to make services available to the widest number of people and to provide seating near the entrance for elderly and disabled customers
• the final destination and service number of the bus is shown on the front and side of Stagecoach Gold buses - the service number will also be displayed on the rear of the vehicle
• in the event of an emergency on the bus, first contact the driver - all our drivers have been instructed to call for help if necessary

Clear information

We want to make sure that you never have a problem finding out when our services run or what they cost.

• we’ll publish a comprehensive timetable, which will include details of our services and a map of the route
• we also have all our other timetables available at local Travel Information outlets clearly showing the date of introduction
• service information is provided on our Stagecoach website 
• notification of service changes will be available at least twenty one days in advance – notices will be available on the buses and can be posted to customers on request
• network maps are available on request showing all our bus routes and stops in the area with general fares information
• up-to-date timetable information is displayed at all bus stops within our control

Helpful driving team

Our aim is to do all we can to make your journey as smooth as possible. For every member of staff, the needs of our customers come first. We want you to enjoy travelling with us.  Our service exists to serve your needs and we aim to make every journey a pleasant experience.

• we will ensure all our drivers have passed a vocational driving test and attend courses annually to maintain the Drivers’ Certificate of Professional Competence, in line with DSA requirements
• if for any reason your journey is seriously delayed, your driver will endeavour to tell you what the problem is and keep you updated
• all our front-line staff wear the Stagecoach Gold uniform and we will ensure that they are smart and clean in appearance