Citylink

[SlowbutIstillgo]

Hi please read below a letter I sent to Citylink following a very unpleasant experience with them in Ullapool. I still have not heard back from Citylink apart from an initial response saying that the investigation will take up to 28 days. Well its been well over that now and despite a polite reminder to ask them to respond, I still have not heard anything:

Dear sir or madam,
On Friday 30/4/10 I had a ticket to board the 961 bus from Ullapool to Inverness. The bus was waiting on the pier. Due to me having a folding bike I was not able to immediately proceed to the bus with the foot passengers as Calmac only allow cyclists to disembark after the main deck is cleared.
The bus was still accepting passengers and its front nearside luggage compartment was open. There were several bags but plenty of room as the bus was only about one third full. As I was attempting to place my bag into the bus the bus pulled away without any warning and set off for the main road. The rear corner of the bus swung round and knocked into me and my bag. Despite me shouting the bus drove off with the luggage compartment open. A man who I believe was employed by citylink heard me and chased the bus managing to stop it shortly after it had turned onto the main road. I was then able to place my bag on the bus and board the bus. The bus driver stated he had not realised but offered no apology.

I cannot believe that any bus driver is allowed to set off after stopping without checking that the bus is secure and that it is safe to proceed. I did not see the bus driver get off the bus at any point. The episode was very dangerous as I could have been injured as the bus swung into me. It is highly likely that some of the luggage also would have fallen through the open door. Finally there was a distinct lack of concern for what had happened afterwards and no hint of an apolgy.

Apart from the fact that the driver showed a complete disregard for safety and duty of care to his passengers' property and the public by pulling away so dangerously, I find the terms of carraige misleading and this leads me to believe that the drivers are under a very tight schedule to leave. The ticket states that passengers must be ready to board the bus at least 10 minutes before departure but this is impossible as the ferry does not arrive until five minutes before departure. There is obviously very little time to get to and board the bus and I think there is potential to compromise saftey in order to leave on time. It also leaves cyclists disadvantaged by having to leave the boat later than foot passengers.

Due to the seriousness of this incident I expect to receive some kind of reply and explanation as to what happened as soon as possible. However I would also be grateful for your clarification of the confusing policy of timing in preparing to board considering the timetables of Calmac. I was assured by the lady at the Citylink office at the Stornoway terminal not to worry as the bus would wait for me. Unfortunately I cannot take seriously that sort of reassurance any more.
Furthermore, due to my experience on Friday, I will not consider using Citylink or any Stagecoach owned bus again unless I feel you have adequately addressed my complaint and concerns. I belong to the Cyclists Touring Club and will be relaying my experience on their members' blog which is widely read and leave the readers to make their own conclusions about considering travelling with you.

I look forward to hearing your response in the near future.

Yours sincerely,

Dr Graeme Moore.

Does anyone have any ideas about how I can take this forward? Is there an ombudsman who I can contact about this? Thanks for any comments.

[gilesjuk]

I'm sure their insurers would like to know.

[dave holladay]

I'll need to check, but the 961 was a Rapsons Contract so it is probably a Stagecoach operated one now, but might be West Coast Motors. Do contact me directly for further information on who to contact if there is no satisfactory outcome.

Confirmation has come back that it is operated by Stagecoach and the chains have been rattled from the other end.

Part of your confusion is due to the forced split (thank you (not) the Monopolies Commission) which means Citylink is two operations one being Stagecoach and the other is Parks of Hamilton. You can get the operator details from the statutory lettering on the left side of the coach.

Passenger Focus is now the body to take unresolved complaints to for bus & coach services.

My direct e-mail is tra(ansportation)m(anagement)sol(utions) at aol.com.
(tramsol)