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When it comes to complaining about bus services, too many cooks definitely spoil the broth!

Peter Kay
24 July 2015
Peter Kay’s transport involvement began at 1970s road inquiries, notably the notorious Aire Valley inquiries. He completed a thesis on the role of the public inquiry in British government and since 2004 has been secretary of the Colchester Bus Users’ Group.
Peter Kay’s transport involvement began at 1970s road inquiries, notably the notorious Aire Valley inquiries. He completed a thesis on the role of the public inquiry in British government and since 2004 has been secretary of the Colchester Bus Users’ Group.

 

The bus industry (with exceptions!) exhibits a famously poor customer interface, notably its complaint services, which often don’t reply at all, or produce waffle ignoring the hard issues. From 1998 Bus Users UK (BUUK)/the Bus Appeals Body (BAB) at last provided a ‘complaints appeal’ system equivalent to what rail users had long enjoyed. In 2009, when Passenger (now Transport) Focus was being given new bus responsibilities, a DfT consultation discussed whether it should take...

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