Exceed their expectations and we may tempt one or two of these rail passengers to give their local bus service a go


We spend our lives dealing with demanding customers, but rarely is an audience harder to please than when they expect to be travelling by train but find themselves aboard a replacement bus. The reaction of many, when confronted with bus replacement for part of their journey, ranges from shock to outright anger. But we should seize the chance to create a win-win scenario, showcasing our industry as the best it can be, exceeding passengers’ expectations and proving that the bus can get them where they need to be, safely, on time and in comfort.


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