Aberdeen
Thanks to all customers who took part in our recent Delight the Customers session. A selection of some of the comments made and our response are noted here.
Torry, 20th May 2009
Customers question
Are there plans to put the Dyce Airlink timetable on the website?
Reply from First
Yes, we are actually in the process of doing this. You will shortly be able to view the Dyce Airlink timetable via our home page.
Customers question
Are there any plans to vary the dates and times of these Delight the Customers sessions?
Reply from First
We have taken this on board and we are looking at undertaking an evening or weekend session in the city centre.
Customers question
Will Service 8, the Park Lynx service be operating this summer?
Reply from First
Unfortunately no. This is a tendered service operated by First on behalf of Aberdeen City Council.
City Centre, 18th March 2009
Customers question
Why is no change or money back given on First services in Aberdeen?
Reply from First
Although we operate a 'correct fare' system on First services in Aberdeen, we do have an overpayment system on all services. If you make an overpayment, the driver should issue you with an overpayment slip. This should then be taken along to the First Travel Centre in Union Street where staff will be able to refund the difference.
Customers question
Why do some drivers not open the rear door on your artic buses?
Reply from First
All drivers should open the rear door on artic buses to allow passengers to disembark safely. We have reminded all driving staff of our policy on the rear exit door via our internal staff communications programme.
Customers question
Are there any plans to increase the frequency of Service 25?
Reply from First
Although we have no immediate plans to amend the frequency of this service, we will continue to monitor passenger numbers. If we see signs of growth this may allow us to then improve the frequency.
Cove, 18th February 2009
Customers question
Overall the services operating to Cove (3 and 21) are fantastic. Two 10 minute services operating throughout the day. However, are there any plans to extend either of these services so they operate during the evening and on a Sunday?
Reply from First
We are fully aware that customers in Cove are looking for an extension of operating hours on a service during the evening and on a Sunday. We will be monitoring both service 3 and service 21 extremely closely in the coming months. If we see encouraging signs with regards to passenger growth, this may very well be the catalyst to extend the existing hours of a service to Cove.
Customers question
How are First drivers trained? Some of them drive far too quickly and are then forced to slam on the brakes.
Reply from First
All First drivers in Aberdeen are trained to an extremely high standard before taking up their duties out on our network of services. All drivers also now participate in the Smith System which is advanced driver training. If you are unhappy with the way any First driver is driving we would encourage all passengers to note down the appropriate details and call us immediately. We will then investigate the situation and take appropriate action.
Customers question
Some of the young drivers who work for the company are fantastic. Can you make sure my comments are passed on to them?
Reply from First
It is always encouraging to hear positive comments in relation to our staff and we will ensure a staff notice is issued informing all drivers of your very feedback. It's greatly appreciated.
NEWHILLS, Wednesday 21st January 2009
Customers question
It's extremely disappointing that First is withdrawing Service 17X. Why is this service being withdrawn?
Reply from First
Service 17X is very poorly used over the course of the day. It averages only 3 passengers per journey. This service also gets caught up in horrendous traffic congestion which in turn affects reliabiilty elsewhere on the route. By withdrawing Service 17X, we hope to improve the reliability on the existing Service 17.
Customers question
I've heard that Service 17 is either being amended or withdrawn completely? Is this the case?
Reply from First
No this is not the case. Service 17 is not being changed at all. It will continue to operate along its existing route between Newhills and Faulds Gate, every 10 minutes.
Customers question
How do I now travel from Newhills to Dyce?
Reply from First
During the day passengers can take a Service 17 to the Four Mile Inn and then connect with a Service 21 to Dyce. Service 21 operates every 10 minutes. Passengers should also note that Service 17 will extend through to Dyce after 7pm in the evening, all day on a Sunday and on Public Holidays.
Customers question
First bus drivers are extremely patient with elderly passengers. Can you pass on thanks to them?
Reply from First
It is always encouraging to hear that our bus drivers are taking the time to deliver the kind of customer service our passengers deserve. A staff notice has been issued informing all our driving staff of these positive comments.
