Go-Ahead investment continues to improve bus customers' experience

Go-Ahead is continuing to invest in improvements in its regional bus division to make journeys as easy as possible for its customers, making bus travel more attractive, and retaining its high customer satisfaction rating (89%*). Across all aspects of the service, some £71.3m has been invested over the past six months.

The Group has purchased 254 new buses bringing the average bus age down to 7.3 years, below the national average. These buses are either electric or low emission ensuring that we minimise our impact on the environment and contribute to improving air quality in the communities we serve. We’ve been recognised by the Carbon Trust for achieving 16.11% reduction in C02 emissions since 2008.

Easy to plan journeys

More than 70,000 visits are made to our bus company websites each day; to check timetables, plan journeys and see what special offers are available. All our operators have new, easy navigable, and fully responsive sites. They all use Recite software, making accessing content easier for people with dyslexia or sight problems and translating text into 52 languages for those whose first language may not be English.

Our apps have regular upgrades with the latest version being downloaded 640,000 times. The apps show the nearest bus stops, real-time running information, tickets and fares, as well as containing easy, secure ways to pay through providers such as Paypal. Customers can even purchase ‘gift’ m-tickets for others.

Paying for tickets is made simple and convenient with 1.6 million trips using m-tickets on smartphones in the past six months. Our smartcard scheme is also well established and one of the largest outside London with 835,000 cards issued.

In partnership with other local community services, it is possible for members of the public to check real-time bus running information at several universities, hospitals, shopping centres, local business reception areas, railway stations and Gatwick Airport as well accessing up to the minute information through websites, apps and at bus stops.

Improving access to services

All our bus companies strive to ensure vehicles are accessible to everyone who wants to use them. Go-Ahead is committed to supporting people to lead independent lives and Alzheimer Society guidelines are incorporated into standard driver training days. All our new buses have audio and visual next stop announcements and drivers are trained to understand the needs of those with sight loss in collaboration with the Royal National Institute for Blind.

Staying connected

Over half of our buses, outside London, have free wifi and almost a quarter have USB points so customers can charge their mobiles on the move.

700,000 loyal customers receive monthly email updates with the latest news and promotions and our customer service teams are available to help by phone, email, web, app, web chat, Twitter, Facebook as well as face-to-face in person.

*Transport Focus survey 2015/16 customer satisfaction average


Notes to editors

  • Attached is an infographic illustrating our commitment and investment in improving all aspects of the service we provide

For more information contact
Sarah Boundy
Group Corporate Communications Director
07808 568 667