What we're doing with your feedback
We've introduced 'Tell First Bus' so you can tell us how you feel about travelling with us in York and to help us to improve our service.
Our online feedback form is available 24/7 and you can access it on any device here. If you've already submitted feedback, thank you. We've listened to what you've said, have a read below about some of the great changes we're making in York based on the feedback you have given.
"The bus left the stop early and wouldn’t let me on, even though the driver could see me in their mirrors."
|We have done a lot of work around drivers sticking to their timing points. Unfortunately, once the doors are closed and the bus is indicating to pull away, we can no longer let passengers on and can only stop again to let passengers on at the next bus stop.|
|"The driver was very unfriendly."||We have been running a customer service programme for drivers called ‘Journey Makers’ for over a year; this puts the driver in the passengers’ shoes which has resulted in better customer service for passengers.|
|"The bus driver didn’t understand or respect my needs as a partially sighted passenger."||We’ve been working closely with the York Blind and Partially Sighted Society to make drivers more aware of passengers’ needs when blind or partially sighted. Read the full story here.|
|"I followed the times on your timetable and was stood waiting for ages at the bus stop."||
We now provide live tracking on our travel app (search for First Bus in your app store) and on the electronic boards at the bus stops, so you know when your bus will arrive and no longer need to wait at the bus stop for longer than you need to.
|"Boarding takes a long time."||We are trying to encourage as many customers as possible to move over to our mTickets app, or use contactless to pay for their ticket on board. This should speed up boarding times, and subsequently punctuality of buses.|
|"Your fares increase in July 2018 has meant that it now costs me even more to get into York on a weekend."||Whilst we did increase the on-board fares in July, we kept the ticket prices the same on our mTickets app. To get the price you used to pay, just search for ‘mTickets’ in your app store and buy your ticket through the app.|
|"The driver did not drive very smoothly, and often set off before all passengers had sat down."||Our ‘Smooth Operator’ programme reminds drivers to PAWS (Pull Away When Safe) and recognises safe and smooth drivers, encouraging drivers to ensure a smooth journey for all passengers at all times.|
We want to hear from you!
If you've got a minute or two, we'd really appreciate it if you too can tell us how we’re doing. We're working hard to give you the best bus service possible, so let us know what we're doing well or if there's something not quite right.
Although we won’t be able to send you a personal response, rest assured we’ll read all your comments. Your views really matter, so please share them with us and share the good, and the not so good stuff - we’re all ears.