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Lothian Buses continues to impress

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  1. chdot
    Admin

    There have been a few threads on here complaining about drivers. Some have said 'should I complain'.

    The response has always been "yes".

    I recently complained about a driver (only second time I've felt it was necessary) who (I considered) followed me too closely between two bus stops (there had been no passengers to pick up at the first one) which includes a section that has a particularly bad road surface.

    Today I got a reply which included -

    "
    after viewing the CCTV footage from the bus in question I can agree the driver was uncomfortably close, being a regular cyclist myself I would have been uneasy at how close the bus became.

    "

    So - worth reporting, and no attempt to make excuses for the driver.

    "
    As part of our driver awareness training Lothian buses filmed a short information film called the Shadow Cyclist Vs Bus the purpose of this film was to try and make our staff more aware of the needs of cyclists and to give them the road space required.

    "

    That is a quite exceptional film (mentioned here before) and has resulted in other UK companies showing it to their drivers too.

    "

    ... the appropriate action will be taken to ensure that this driver is not involved in a similar incident.

    "

    I don't need to know what "appropriate action" is - I'm sure it will involve extra training. Certainly better than sacking (which I wouldn't want) and the driver being employed by another company! LB prefers to employ people who haven't worked for other bus companies - so that it knows that they have been given the best training and not arrived with bad habits/attitudes.

    And finally -

    "

    Please accept my apologies for any distress that may have been caused and I would like to assure you that we do take this kind of complaint very seriously.

    "

    Clearly that is NOT PR waffle.

    Thank you Lothian Buses.

    So if you have a problem with a bus, do complain - it makes things safer for everyone. Unfortunately companies other than LB are not (yet) likely to deal with the complaint so comprehensively and courteously - or with such a genuinely positive outcome.

    Posted 12 years ago #

  2. LaidBack
    Member

    I'll second that. Considering the number of buses on the roads statistically LRT are well above average.

    Hope the drivers who are off have a decent break.
    Those that are on tonight will be stressed but no doubt will keep calm. Going to find out very soon!

    Posted 12 years ago #

  3. Kenny
    Member

    I'd not heard of that video before. It's on YouTube:

    [+] Embed the video | Video DownloadGet the Video Plugins

    I'm generally impressed with LB, especially on the Ferry Road through Drylaw. They tend to stick behind me and wait to get to their bus stop rather than try to overtake, which I find surprising, but pleasing.

    Posted 12 years ago #

  4. Bigjack
    Member

    Very impressed LB, it's just a pity that most car drivers don't have the same education.

    Posted 12 years ago #

  5. gembo
    Member

    Lothian Buses have raised the bar for bus companies (maybe it was quite low?). They win bus company of the year and they have seen off first bus on the 44 route. HNY to them.

    interesting parallel with st cuthbert's co-operative which had the whole of Edinburgh sewn up as far as groceries were concerned until the 1980s. ASDA then came in down at portobello and they had to adapt to survive. Shut the big department stores, one is now the point hotel and now thriving again in the convenience store arena Under the name Scotmid. NB different from the co-operative but obviously stocking co-op brands. I have a very informative DVD if anyone is having trouble getting to sleep.

    N.b. first recorded UK co-operative was in Fenwick, west of Glasgow, not Rochdale as some weavers will have you believe (of course this could be Fenwick propaganda as there are many Gembos buried in the graveyard in Fenwick)

    Posted 12 years ago #

  6. Roibeard
    Member

    This weekend gave me cause to contact LB again.

    "The driver has been identified and his details along with a copy of your e-mail has been forwarded to management at the depot where he is based. They will arrange an interview where they will inform him of your k*** comments and they will record a c*********** in his personal file for his e******** level of driving."

    And the missing words, in order...

    kind, commendation, excellent

    He followed the kids and myself down Circus Place from Queen Street, maintaining a safe distance as we negotiated the cobbles, not taking the first opportunity to pass, but rather waiting until he could do so most safely.

    The compliments process has a pleasing symmetry with the complaints process, and it's good to know that the driver will have the benefit of it!

    Robert

    Posted 12 years ago #

  7. Greenroofer
    Member

    Top marks to the driver of the southbound LRT 23 who considerately stayed behind me as I toiled up the steep hill to Craighouse at 1805 tonight, and remained behind me even after the hill had levelled out. He or she could have squeezed past, but he or she didn't.

    I gave a wave before I turned off, but it's quite hard to say thank you in a way that's clear but that also doesn't give the impression you're about to pull out or anything.

    Posted 12 years ago #

  8. gembo
    Member

    Yes I think they are getting even better and not squeezing past until clear. Can't blame them but on my route up the hill the stops are so close together that I then catch them up again but I know they are going to let me past, however the cars in the equation sometimes push it a tad

    Posted 12 years ago #

  9. bdellar
    Member

    Of course, it would all be so much easier if bus drivers didn't have to make that kind of decision... Decent bike paths to the left of bus stops would solve that conflict.

    Posted 12 years ago #

  10. BikeFan
    Member

    "it's quite hard to say thank you in a way that's clear"

    Arm out, all 5 fingers outstretched on hand waving from wrist - stop waving, bring 4 fingers in to palm, drop elbow slightly then straighten arm back again, hand slightly higher than before, leave happy driver with the Thumb Up sign.

    I don't think it's in the Highway Code . . .

    Posted 12 years ago #

  11. Greenroofer
    Member

    Got an email from Lothian Buses today that was similar to Roibeard's: they've found my driver too and he or she will get a commendation in their file.

    As cosmic balance must be maintained, I've also had an email from another company saying "I can only apologise that this happened and I can assure you that I have identified the driver of the vehicle and also spoken to him already this morning in relation to this matter.
    During the conversation I explained the need for him to be more vigilant and to pay more attention to other road users including cyclists. I would also stress that we as a company take driving issues seriously and as well as looking into this myself I have also passed the information onto my Transport Controller to record the incident."     It seems as if they're taking the incident seriously (a SMIDSY/SMIDGAF) but it's a shame that it's going to have ruined that driver's day when his boss called him into the office.

    I much prefer the positive reinforcement approach to improving driving standards...

    Posted 12 years ago #

  12. SRD
    Moderator

    I was told today that if yu text LB with the bus number and time, they'll engage.

    I've had a few slightly dodgy ruins lately - nothing worth a letter, here this would have been useful to know.

    Posted 12 years ago #

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