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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