Our Customers

We are continually seeking to improve our services to customers. We have an ongoing programme of investment in new buses and in refurbishment and upgrading of our trains and stations. This year we announced a £160m order for over 900 new buses. Our services continue to benefit from advances in ticket machines, payment services and real-time information systems which track the progress of our trains and buses. We are also increasing the number of bus and rail routes with Wi-Fi access.

Other examples of improvements:

• All our train operating companies offer automatic text services, real-time updates on service disruptions and online information. Similar services are available in a number of our bus companies with a growing number using Twitter to deliver alerts and service status.
• This year we gave our UK Bus websites a major facelift. The new design aims to improve the overall user experience and to make information more accessible.
• Greyhound has expanded operations in the UK with the introduction of services from Cardiff to Swansea, and Poole and Bournemouth to London. Customers can benefit from high class facilities including spacious leather seating, free Wi-Fi, power sockets and air conditioning.
• The award-winning ftr continues to flourish. Using the latest technology we offer the people of York, Leeds and Swansea smoother and faster journeys in a stylish and comfortable environment. The ftr vehicles are supported by extensive road infrastructure improvements and bus priority measures.
• We are actively working to encourage non-users to take up bus travel, for example via our Corporate Travel Club which offers easy-to-purchase, discounted annual tickets.
• First Student introduced FOCUS, a bespoke software tool which allows us to offer superior customer service for our school transportation customers.
• We have improved customer service training in First Transit with the relaunch of First Transit University.