Gold Service
We have launched Gold Service to improve customer service on Services 25 and 26/26A to even greater levels. In September 2011 customers using Service 25 (City Centre Hanley Bus Station - Keele via Stoke and Newcastle) and Service 26/26A (City Centre Hanley - Newcastle via Dividy Road, Brookwood Drive, Longton and Stoke) noticed some significant differences to the service they receive. As well as having dedicated drivers, and extra bus cleans throughout the day - to ensure the buses remain clean and tidy - buses on each route are returning to a heritage, red and yellow livery, with vehicles bearing recognisable local symbols of the area, giving the two services a greater local identity.
The improvements on the buses themselves will also be supported by improved on-bus and roadside information as steps have been taken to ensure that where possible every bus stop along the two routes has up to date timetable information for customers to consult if they want to.
A new trial 'two trip' fare has also been launched. This introductory ticket, which is available for £3.50 for adults (£2.30 children), allows customers to make two single journeys on either service, transferring onto others in the network to complete journeys, in any one day. This offers adult bus users a saving of 30 pence over the current price of two single fares; children will save 20 pence.
Talking about the improvements being made to Services 25 and 26/26A, Peter Walch, General Manager for First in Potteries, says: "As a company we want to encourage as many people as possible to use our services, so we have introduced a new 'gold service' whereby we hope to provide the very best bus service possible. We want to make it easier for customers to find information about our bus services so as well as having complete information on our website, up to date timetable information is being installed, where possible, at every stop on the two routes and on the vehicles themselves. We also want to build a better relationship with our customers so we're employing dedicated drivers to the routes and we're taking steps to further improve the standard of cleanliness on our vehicles as we know how important this is to our customers. Finally we have implemented a 'Gold Service Customer Charter' - which outlines our commitment to run reliable, punctual and clean services with friendly, customer focused, drivers.
"We hope that our customers will appreciate the changes we are making. We very much hope that in doing this even more people will see the bus for what it is - a realistic and viable alternative to other forms of transport, and an environmentally friendly way to travel. We'll monitor feedback from customers and if this proves successful it may be a concept that we roll out further across the region."
Councillor Adrian Knapper, cabinet member for transport and planning, Stoke City Council, says: "We are very pleased that First have developed the Gold Service for bus passengers. We look forward to seeing the benefits it will bring to bus users across Stoke-on-Trent and neighbouring authorities and are eager to see the project succeed."
Graham Williams, Engineering Manager at Newcastle-under-Lyme Borough Council, said: "The borough council welcomes these service improvements that will benefit borough residents and also people who come to Newcastle-under-Lyme to work, shop and visit."
"The new features will hopefully encourage more people to use public transport, including residents who are entitled to free bus travel as part of the concessionary fares scheme."
"Taking the bus instead of driving has many benefits such as helping reduce your carbon footprint and developing closer links with the community."