Bus passengers express dissatisfaction over service reductions and fare increase

The 12:40 bus passed Janette Ward’s stop seven minutes early as she observed from the opposite side of the road, preparing to cross. The next service would not be available for another two hours. Ms Ward, 74, commented, “It makes it very difficult when you’re going for an appointment or you’re connecting to a rail service or other bus service.” She also noted that further alterations have complicated her journey. Janette now needs to take four buses to visit her daughter in Stroud, Gloucestershire, a trip that previously required only one bus change. Her situation is not uncommon. According to a report by the County Councils Network, the frequency of rural bus services in England has reached an unprecedented low. The network discovered that over a quarter of rural routes had been discontinued in the decade leading up to 2023. Additionally, last week’s UK Budget disclosed that the £2 cap on bus fares across much of England will increase by £1. This could amount to an extra £40 per month for someone who commutes five days a week with a return ticket. Since this announcement, dozens of individuals have contacted BBC News, with many stating that buses remain fundamentally unreliable. Some passengers report a lack of digital screens at bus stops and live app updates for certain routes outside urban areas, unlike trains and Ubers where many are accustomed to tracking journeys in real time. Even where tracking systems are in place, they can sometimes be outdated. In Leeds, for example, some residents claim they have encountered “ghost buses” – services advertised on live displays at bus stops that never materialise. Cllr Eleanor Thomson, who manages a Facebook group for bus passengers in the Yorkshire city, remarked, “For people who rely on the bus as their only means of getting to work it’s impossibly frustrating.” She added, “Some people in the area have moved because they’re that fed up of it, or they’ve bought a car, which is costing them a lot of money.” Bus operators informed the local authority in January that they are installing 4G technology to enhance tracking, but Cllr Thomson stated it “doesn’t seem to be getting any better.” Janette has experienced similar issues with unreliable service updates in Hereford. She explained, “On bank holidays, sometimes the tracking service doesn’t know if a bus is coming at all.” Campaigners believe that modernising the entire bus network would instill greater confidence in the service and encourage more people to use it. Silviya Barrett, director of policy and research from the Campaign for Better Transport, said, “If you know that your bus is coming in five minutes, then you know you have that certainty.” She further noted, “Whereas in some bus stops there isn’t even the basic timetable, let alone the live arrival updates.” Doreen Gower, who does not drive, regularly uses the bus for hospital appointments in Hereford. With her service now running only once every two hours, she sometimes feels compelled to seek alternatives due to the inconvenience. She told us, “If you’re not feeling very well, you don’t particularly want to have to wait for another two hours for a bus. It means that I maybe have to pay £25 for a taxi to get me home.” She also relies on volunteers who provide a ring-and-ride service to transport her to and from her local GP surgery in a neighbouring village, approximately 20 minutes away. Beyond passengers, inadequate rural bus services are also impacting employers financially. Natalie Fryer, appointed by Cumbria’s tourism board to improve the situation, commented, “It’s pretty grim, some businesses are completely cut off from public transport.” She elaborated, “Employees are walking down dark roads from their closest bus stops or train stations, with employers concerned for their safety. Some businesses say they put up staff in their own homes just so they can stay open.” In an effort to address the problem, Gilpin Hotel, located in the heart of the Lake District, spends £8,000 per month on taxis to transport some of its 137 staff to and from work. Many employees do not drive, a common situation in the hospitality sector. Helen Tappenden, who oversees personnel at the hotel, stated that the business must “put our hand in our pocket” to avoid recruitment and retention challenges. She informed the BBC, “For our staff it can feel very isolating because, while they might love working here, without a bus route they struggle to have some normality – like popping to a coffee shop or a cinema.” Forty miles away at Muncaster Castle, a popular destination for visitors and wedding guests, Ewan Frost-Pennington allows some staff to reside in a house on the grounds due to the lack of transport connections. Ewan, whose family has inhabited the castle for 800 years, noted, “That’s got six young people living in it, of which I think two can drive.” The UK Government asserts its recognition that the current service provided by bus operators is unsatisfactory for many passengers, particularly in rural areas, and plans to introduce new legislation to address this. Officials indicate that the forthcoming buses bill will enable councils in England to deliver improved services by allowing them to assume control over operations. Under this franchising system, councils could determine routes, timetables, and fares, with operators bidding to run services for a fixed fee. In London and Greater Manchester, where this system is active, bus fares will remain capped at £1.75 and £2 respectively after the new England-wide cap increase. Some passengers told the BBC they felt this risked widening regional inequality. However, experts caution that this type of system is not suitable for all communities and functions best when a council area includes both urban and rural parts. Silviya explained, “The benefit is that if you have both of these, the more profitable ones in urban areas can pay for the services in rural areas.” She added that another reason some councils might choose not to operate a franchised bus system is a lack of expertise. She stated, ”They haven’t managed buses to this extent since privatisation.” In 1986, services outside of London were deregulated and privatised. Prior to this, most bus services were operated by publicly owned companies, often managed by councils. Some experts suggest that bus services could also be improved by simplifying their funding mechanism, as councils currently have six separate funding streams they can apply to. Cllr Adam Hug, transport spokesman for the Local Government Association, stated, “Streamlining bus funding into a single, long-term pot would give councils greater control over services and spending and residents more long-term certainty over future services.” Graham Vidler, from the Confederation of Passenger Transport, which represents bus operators, informed us: “We accept that passengers face a mixed picture depending on where they live.” He attributed the responsibility for improved technology at bus stops to local councils but acknowledged that many would struggle to fund upgrades given their tight budgets and the vast number of stops. He added, “In contrast to the rail network, where there is a manageable number of stations, there are tens and tens of thousands of bus stops across the country.” Louis Dyson, managing director of DRM Buses, which operates the route in Herefordshire used by Janette and Doreen, stated that the company had reduced the route’s frequency from hourly to two-hourly due to a decline in passenger numbers. He commented, “If as much funding was given to support rural services, rather than making city buses run every 15 minutes, then perhaps there would be more options for the public.” Dyson explained that bus delays were typically caused by heavy traffic, roadworks, adverse weather, and a lack of bus lanes – factors beyond drivers’ control. In response to claims that passengers cannot always view accurate information about DRM’s bus arrivals, he noted that vehicles have ticket machine tracking software, but the rural location of services interfered with their connectivity. Dyson indicated that the service frequently used by Janette and Doreen is expected to revert to an hourly schedule “in the next month or two,” pending official approval. For individuals like Janette and Doreen, this change is highly anticipated. For them, buses provide independence and opportunities to see family and friends. Janette stated, “We’re only asking for the service we had before to be reinstated.” She added, “Nothing more.” Additional reporting by Jennie Dennett, David Spereall and Grace Dean. Copyright 2024 BBC. All rights reserved. The BBC is not responsible for the content of external sites. Read about our approach to external linking.