Complaints about Stagecoach Bus Services

The request was partially successful.

Dear Tyne and Wear Passenger Transport Executive,

can you please supply all relevant data relating to complaints from members of the public about Stagecoach bus services, in the Newcastle West area.

Yours faithfully,

Jimmy Gibbons

Freedom Info, Tyne and Wear Passenger Transport Executive

Dear Sir,

Your e-mail has been forwarded to me as the person in Nexus who is responsible for responding to Freedom of information requests.

I will make appropriate enquiries within Nexus but it would be useful if you could provide further clarification as regards your request;
1.Is there a particular service/s you have in mind eg service no 71,or is this simply a generic enquiry whereby Nexus can pull together information in respect of services and forward this to you.
2.Could you please define the limits of the 'Newcastle West Area' and confirm whether or not your enquiry relates to services simply operating within that area or does it also include services that may start /end outside the area but travel within the area.
3.For what period do you require the information? eg last six months.
4.Does your enquiry relate to services subsidised by Nexus or in relation to commercial services (over which Nexus have no control) or both.

For more specific complaints information you may also consider it appropriate to approach Stagecoach direct since Nexus will only have information in respect of those matters which have been made direct to Nexus and not in relation to any matters which have been made directly to the Operator.

It may also be the case-I've yet to ascertain-that if the complaint is made about a service provided directly by Stagecoach as opposed to a service subsidised by Nexus a complainant may have been directed to contact Stagecoach direct since Nexus has no control over a private operator.

I look forward to hearing from you in due course.

Yours Faithfully

Colin Whittle
Head of Legal Services

Nexus, Nexus House, St James' Boulevard, Newcastle Upon Tyne, NE1 4AX
Telephone 0191 2033239 / Fax 0191 2033180

show quoted sections

Dear Freedom Info,

Thank you for your reply, the area which i am interested in is from Newcastle Eldon Square and bus services covering Cowgate, Newbiggin Hall, Blakelaw, Westerhope and Kingston Park.

If you could supply any data for the period April 2012 up to October 2012.

If you feel that Stagecoach would be better placed to answer my query I would be grateful if you could advise me.

Yours sincerely,

Jimmy Gibbons

Freedom Info, Tyne and Wear Passenger Transport Executive

Dear Sir,

Thank you for your e-mail.

Our customer services department have confirmed that in the last 6 months Nexus have received 10 complaints in respect of Stagecoach services in the West area of Newcastle. That includes all services from Newcastle City Centre running through to Ponteland and passing any points in between.

As you will appreciate Stagecoach is a private operator and separate entity from Nexus and therefore we have no statistical information in relation to any complaints made directly to them.I am sure they will be able to provide more statistical information to assist your enquiry.

Yours Faithfully

Colin Whittle
Head of Legal Services

Nexus, Nexus House, St James' Boulevard, Newcastle Upon Tyne, NE1 4AX
Telephone 0191 2033239 / Fax 0191 2033180

show quoted sections