Supporting your safe and smooth journeys throughout Covid-19
The Coronavirus pandemic has led to unprecedented changes across the way we live, work, and interact. Our new normal has continued to evolve and First Bus customers have required information and reassurance more than ever before.
As restrictions begin to lift and we welcome more passengers back on board, we have taken some time to reflect on how we’ve innovated, adapted and kept you informed over the past few months.
Our First Bus colleagues have been central to helping you plan your journeys, from those rescheduling services and developing our app to provide live capacity updates, to our drivers welcoming you on board and the customer service team responding to your enquiries from home. They have all played their part in keeping you connected and where they can, they have tried to make you smile through their help and kindness.
Since the reality of Coronavirus began to affect our daily lives, it is understandable that facts and guidance has been central to journey planning. We quickly adapted the way that we work and between April and June we answered a staggering 32,000 customer calls from home, ensuring that you could ask questions about your local services and share your thoughts.
The role of public transport in keeping our key workers moving can’t be ignored – our drivers have facilitated 18 million journeys, supporting customers in getting where they needed to be. Over 3.2 million trips have been made by our buses, which is a staggering 25 million miles… the same distance you’d travel from Earth to Venus!
With quickly implemented timetable changes in response to lockdown, it was clear that greater visibility of where our buses are would help you plan your journeys. In June, we brought an app update forward to give customers access to live tracking and capacity updates across services. There are now 1 million users of the app, accessing the new features and planning journeys now that lockdown restrictions have eased.
In addition to needing greater reassurance about seat availability, we understood that you’d want to feel confident that you can travel safely. As the first operator to announce clear guidance on social distancing across our fleets, 17,000 metres of tape has been used to keep us all at a safe distance. We also introduced 200,000 seat signs across our buses to help you socially distance on board – that’s enough signage for each seat at Wembley…twice!
Discover more about how we’ve been supporting safe and smooth journeys through Covid-19 in the infographic below:
To find out more about ongoing safety precautions being carried out by First Bus, please visit https://www.firstgroup.com/help-and-support/coronavirus-information