Lothian Buses: The Wheels Grind Slowly, If At All
Note: the following text was sent to Lothian Buses, along with my email address yesterday morning, along with the comment that I was still unhappy at the way they had been handling my complaint, and that I would be adding this text to my website unless they got back in touch (they’ve got my email address, they’ve got a phone number) to let me know what they were actually doing about my complaint. As you can possibly tell, they’ve not got back in touch with me. That’s what I call showing a real committment to poor customer service.
Anyway, here goes:
As regular readers will be aware, I put in a complaint to Lothian Buses when our family went on what I termed the Lothian Bus Ride Of Doom, where my wife and children were thrown down the stairs because the driver pulled forwards while people were still coming down the stairs, and then didn’t bother to get out of his seat or seek to help anyone in any way.
I put this complaint in on the 7th October, and was told that they would treat the complaint seriously, and contact me within a couple of days. On the 16th October, having not heard back from them, I phoned them up to chase up the progress of my complaint.
On the 17th October, having still heard nothing, I made the decision to write about it on my site and emailed them to inform them. On the 18th October, I received an acknowledgement of my complaint, dated 13th October and postmarked the 16th, where they told me that:
Edinburgh Bus Tours, as operators of Edinburgh City Sightseeing, demands that our driving staff maintain the highest standard of driving and customer care.
Please be assured that this Company acts strongly against drivers who fail to carry out their responsibilities towards the health and safety of their passengers as this driver is well aware.
Lothian Buses
In other words, they didn’t tell me anything. They didn’t so much as acknowledge that the driver had done anything wrong, let alone apologise for it, despite the fact that I’d gone with an independent witness to make a complaint — an independent witness who had provided Lothian Buses with their contact details. Nor did they apologise for taking so long to get back to me.
Oh, and despite getting my name correct on the address, they’d managed to get it wrong in the text of the letter itself, addressing me as “Mr Pichard”.
So, what has happened since?
Well, I received a letter yesterday morning that I had to sign for (it actually came on Friday 20th but I was unable to pick it up from the sorting office before then because the sorting office shut before I got there on Saturday morning) where they thank me for the emails I sent them on Wednesday 18th October (although I sent them on the 17th).
Ooops. I tell a lie. Despite giving them an email address of this domain: which you’ll notice has “Pickard” in it, and the fact that they’ve got my surname correct in their address fields, they again referred to me as “Mr Pichard”. So maybe it wasn’t for me after all. Or maybe they just aren’t prepared to do me the courtesy of spelling my name correctly.
Well can I take this opportunity to suggest that if they can’t be bothered to refer to me by my correct name — despite the fact I pointed them at my website, gave them the correct details at the time, and they’ve obviously got the correct details because they include them in the address — then I don’t really see why anyone should feel the need to make sure they get their name right, either.
But I wouldt expect they wouldn’t like it if they were constantly referred to as “Loathsome Buses”, so I would very much appreciate it if they would take the trouble to get people’s names correct in future — particularly those people who they’ve already upset sufficiently to put in a complaint and then to complain about the way they’ve been handling that complaint.
It’s now sixteen days after the initial incident and complaint, during which time I’ve phoned Lothian buses, and I’ve emailed Lothian buses to chase it up, and all they’ve managed to respond with is a letter of acknowledgement (well, okay, the same letter of acknowledgement twice) and a cover letter, on each of which they’ve managed to get my name wrong.
I’ve received no apology for the incident (“I was sorry to hear that your wife and son sustained an injury” is not an apology — they’re simply saying “it’s a shame the bad thing happened” rather than “we are sorry for causing the bad thing”); I’ve received no information as to the nature of any investigation into the incident that they are carrying out , and I’ve received no information relating to any disciplinary action against the driver (or their reasons for not taking any).
I also understand that they don’t necessarily just want to take my word for it, but the fact that there was an independent witness to the incident who felt sufficiently strongly about it to come along to the offices and complain with us, really ought to be telling Lothian Buses something.
I’ll repeat what I what:
- I want an apology for the initial incident
- I want to know what disciplinary action was taken against the driver
- I want an apology for the way that they have (or rather haven’t) handled my complaint
- I want to know what action they are going to take to ensure complaints are handled better in future
To be honest, I’d also like to know why they would expect anyone to use their service again, when this is the way they treat anyone with a genuine complaint.
This is surely an appalling lack of customer service and I will be doing everything I can to ensure that questions are asked of Lothian Buses at the highest possible levels about not only the initial complaint but the way that they have handled it. I have already been in touch with Edinburgh Council and I’ll also be raising it with the Scottish Tourist Board and the media.
If they can’t be bothered to look into it when I ask, let’s see if it will make any difference if it’s someone else doing the asking. If you want to ask Lothian Buses about it, you could try using their contact form. But be warned, it’s a table-based site, and it doesn’t validate.
Kim says:
September 28th, 2007 at 12:18 pm
Hey, I was trying to find the address and a contact name of the complaint office at Lothian Busses when your blog came up on the hit list!
I am in the process of writing a complaint letter as my (hourly) bus never showed up yesterday, resulting in me waiting for half an hour in the rain, giving up and walking the 10 minutes to catch a different bus service and then having to take two buses to my destination!
I was also walking down the stairs of a bus in town a few months ago when the driver slammed on his brakes. I slipped on the rain water on the stairs and would have gone flying if I had not managed to grab hold of the banister. Still hurt though!
Even though you complaint was a year ago I hope it was successful in the end!
Anonymous says:
November 4th, 2007 at 8:51 pm
nice site
frann says:
November 10th, 2008 at 4:12 pm
Have you thought about involving your local councillor/mp/msp/the local press? I generally find that recalcitrance like this calls for sterner measures. Perhaps you could make a Youtube video about it – I know that your site is online, but there’s nothing like a HUGE site such as Youtube to get those miscreants thinking twice.
brian cannon says:
May 22nd, 2009 at 10:28 pm
shut up you fanny seriously mate who cares just hold on tight when on a bus, after hard beaking is not the drivers fault and accelerating is the norm. you were at fault not me or my colleagues so my answer is fuck off
JackP says:
May 22nd, 2009 at 11:26 pm
Brian, firstly, I’ve removed the URL you provided as it seemed a little dubious. This had initially led to your comment being classified as spam.
I don’t know if you actually read the post, but I was under the assumption that when the bus is stopped, and some passengers are disembarking, and others are making their way downstairs, that it is not common practice for drivers to suddenly accelerate.
If you do actually think this, then I don’t think you should be a bus driver either. It would also appear that the other people who acted as witnesses felt that we were in the right.
As indeed did Lothian Buses. Sorry if you don’t like it, but I was in the right, and was found to be in the right.
And, as I’ve said before, if the driver had actually got of his arse to help, or had said sorry, I wouldn’t have had a problem. It was his attitude pissed me off. It reminds me of yours, actually…
I must also admit to also being a little bemused that people still feel the need to comment on an article that relates to events almost three years ago…
Jannuary Le Pioufle says:
August 13th, 2009 at 4:03 pm
I find bus driver in Edinburgh rude and without any manners ( if you don’t believe me just have a look above). Lothian buses should really make a change and apply people who are able to say “Hello” or even “Bye” Lets be fair and don’t ask to much. I am sick and tired to get on the bus and feel like apologise for disturbing. Hope you do realise your luck to be born in the UK because in most of the others countries in Europe, they will probably not let you even drive a scooter or having a job involving contact with people.
Ex LRT Driver says:
October 2nd, 2009 at 12:53 pm
worst buses are fully automatic as you brake bus jerks forward which can cause someone to fall I should know I used to be a bus driver for LRT Lothian the older buses were far superior as you never had a problem with older kinds of buses.
I complained about a drivers driving when he never stopped at a give way sign forcing me to brake and my daughter was so upset she thought we were going to hit the bus. I asked for his name and he refused I then asked him were you based at Longstone garge he said yes I know your boss hios face changed I then phoned to complain the serious of this incident and got a reply by letter a week later and the driver was returned to driving training and supervised for 6 months
Vanessa says:
November 12th, 2009 at 6:06 pm
The government wonders why people don’t get public transport anymore! I stood waiting in the rain for 45min for a 44, I could have cycled home quicker! Increasingly the service is falling apart! Buses driving far too fast and no consideration for passengers! Unfortunatley the only other provider on the route is worse! So now I am reduced to sharing the roads with these crazy drivers but I will be on a bicycle which they have even less consideration for! At least I will get from A to B quicker.
Great site by the way – it feels good to rant every now and then!
Filip says:
December 3rd, 2009 at 9:36 pm
Hi!I’m 16 years old and today, when I bought in the morning DAY TICKET I paid £3 and I received ticket for Adult. 2 hours ago I wanted ride by bus 14 and driver said that I’m not adult and I can’t ride anywhere on this ticket. He took me my DAY TICKET and said that if I pay for single child I can ride but if not I must go out WITHOUT MY DAY TICKET WHICH I BOUGHT IN THE MORNING!!! Was it right behaving? He took my ticket and leave on Bus stop, I didn’t have more money and I had to walk to home… Please about your opinions
Michael says:
December 21st, 2009 at 1:22 pm
Hi. Obviously, the company (Lothian Buses) cannot possibly admit to any wrongdoing in writing as that plainly would be inviting a suit against them! What you should do (and should’ve done in the first place) is threaten to go to court (especially if there really were injuries and they were documented) unless they inform you about any action that was taken against the driver…
neil says:
December 26th, 2009 at 7:53 pm
boxing day : i suffer from a lung condition,It’s just taken me 4and a half hours to get from |Edinburgh to Armadale using lothian buses, after the 3.17 driver wouldnt let me on the bus at waverly bus stop because i didnt have the correct change,unbeleivable, the attitude of the driver who wouldnt accept the 5 pound note i was willing to pay was smarmy arrogant and extremly rude,i beleive these driver are payed over the odds for labouring type work …so why dont they earn it ??? the bus was dirty ,freezing cold and full of yobs swearing shouting and the usual bad behaviour but thats ok the driver is behind a locked screen let the decent passengers take and listen to the filth freely expresses bt yobs… isnt it about time security was on every bus to turf the yobs off on the first sign of fowl language …. nope but lothian buses do have a very pretty website boasting their achievments..by the way i missed my connecting bus at bathgate and had to walk 2miles home after three other scheduled buses didnt turn up …nah i won’t be writing a complaint i wont waist anymore time on them theyve lost my business…
Graham says:
December 16th, 2010 at 10:50 am
OMG are you lot for real ?,why not sack every driver lothin buses have and send you lot out, that get everything perfect in every way.Lothin buses deal with every complaint they get and driver’s are pulled into the office in front of depot inspectors for all complaints they get.I know this with working for them for many years,now am not saying ever driver is perfect but i would say a good 97% are great at what they do.Please remember this is a vehicle 15ft high 30ft long 8ft wide,and the driver also has to cope with passengers,other road user’s,and everything else thats thrown at him/her along the route.We are very fortunate to have one of the best bus services in the UK if not Europe,so why not cut the guy’s some slack, instead of trying your best to get them sacked.
lollollollol says:
January 1st, 2011 at 3:22 pm
I was on the bus then a man on the bus came on with a dog. As i was sitting the man sat down two rows down from me. I was only wearing shorts and high heels. Then i felt wet on my legs i looked down and i saw the dog liking me.
I saw the dog weeing on on the side of the so i just got off and waited on another bus.
I think there should be a part on the bus for dogs.
SORRY.
garment business daily says:
September 9th, 2011 at 9:56 pm
Awesome website…
[...]the time to read or visit the content or sites we have linked to below the[...]……
mrs. anonymous says:
September 20th, 2011 at 10:12 pm
I cannot believe how much stress lothian bus drivers are under. Between the stress of constant changes in the roads because of the so called trams scenario and the festival and every woman imagineabl constantly complaining they are either bumped on stairways or dont get to their seat on time before drivers take off, its a wonder the drivers can concentrate on anything whilst driving, wondering who next will complain for little or no reason at all. Why dont these people get a life, and realise the terrible strain and stress they put these drivers under when they are brought into the office and given 12 month final warnings, like criminals, to hang over the heas for a whole year, putting yet more stress onto them, terrified some other woman will come along and complain one more time within that year, whereupon they receive the sack. Its a no win situation for lothian drivers and its an utter disgrace that management and others seem to be taking the side of the pubic more often than not, than the side of their own men! There are so many woman out there who exaggerate and complain for the least wee thing, its time they got a life and realised the serious consequences of their complaint and how it can destroy whole families when someone loses their job, especially if he or she is the only breadwinner. Come on lothian buses, waken up and smell the coffee, these people need to be more responsible for themselves, give your drivers a break!!
Helen says:
October 4th, 2011 at 11:12 pm
I cannot believe the complaints on this website about Lothian Bus drivers. I have a friend who is a bus driver who repeatedly told 2 old ladies to sit down on the priority seats to avoid them having to negotiate the bus aisle whilst the bus was moving, but they insisted on taking about 5 minutes to find a seat at the back of the bus, despite the fact that the priority seats were empty. My friend tried to wait for them to choose a seat, but realising that would make him late he took off from the bus stop. Both were around 90 years old and refused to accept the recommendation of the driver. One fell (no hard braking, just the fact that 90 year olds in the main are not bendy), made a complaint and the driver was disciplined and dismissed! As for the new buses with dedicated wheelchair and buggy spaces, where are the rest of us supposed to sit?! Back in the 1980′s I remember struggling with my babies and buggy to get on a bus and back then there were no dedicated spaces. You had to put the buggy down, clip it over your arm, hold your baby in the other arm, with your shopping bag round your neck (!), negotiate the aisle whilst the bus was moving, but do you know what? You just had to get on with it as there was no other option back then and we all lived to tell the tale. Talk about a nanny state! It’s disgraceful, so please lay off the bus drivers as they were probably the babies that you had to pin under your arm back then – no wonder they’re demoralised with morons expecting a Rolls Royce journey for £1.30 a pop! Get real!
mrs symons and family says:
October 4th, 2011 at 11:49 pm
Great post Helen! Most buggies now are like Chelsea tractors – wing mirrors, tray for mummy’s (and sometimes daddy;s)make up, spare nappy tray, shopping tray, smart phone holder,mini-oven/grill, etc. so they are just abuot the same size as the bus! And since when did bus drivers need to have a social work degree and certificate in workplace Health and Safety to drive a bus! If there are any bus drivers reading this, then please believe that the vast majority of the public appreciate what you do, and we’d be lost without you. As for folk who are 60 automatically getting a free bus pass, that is scandalous (I know it’s the Govt who need to sort this out). I’m 63, still working as I presume I still will be when I’m 80 the way things are going, earn £60,000 per annum, so why should I get a free bus pass? By the way, I haven;t applied for one and never will. Scandalous that rich folk get freebies – no means testing is not good. Also, the Chelsea Tractor buggy brigade should have a supplement slapped on to the bus fare (like cars with bigger engines paying more road tax) given that their presence means that 5 or 6 folk can’t board. Anybody thought of walking? No, that would be too much of a strain. Oh, and by the way, I am a mother of 3 who had to do as Helen did – slum it and my children are alive also – eldest one 41.
Disgruntled? – no, just realistic!
swisstgallery says:
November 25th, 2011 at 5:41 pm
Amazing site…
I sell watch winders on swisstgallery site and I really liked your blog……
football news says:
February 6th, 2012 at 7:56 pm
football news…
[...]I do not even know how I stopped up right here, but I believed this put up was great. I do not recognize who you are however definitely you’re going to a well-known blogger in the event you are not already. Cheers![...]…