Suffolk bus charter to put improved passenger experience at its heart

Bus passengers in Suffolk could soon look forward to higher quality service after a council signed a new charter.

Transparency regarding service disruptions, improvements to bus stops and the ability to pay digitally are among the changes that Suffolk County Council plan to make to buses.

The Bus Passenger Charter sets out a minimum and consistent standard to be met by bus services to users.

The council hopes this could reduce journey times, increase reliability of service, increase passenger numbers and ensure the public remain satisfied.

It has been signed into effect by the council in partnership with county-wide bus operators and forms part of the Suffolk Enhanced Partnership that seeks to improve bus services.

The charter is set to be reviewed every 12 months by the partnership, which includes stakeholders, voluntary and health transport services, user groups and authorities.

Passengers have been given a wide range of pledges into what they can expect before, during and after their journey including:

• Any disruptions to services must be clearly displayed bus company websites, apps, and social media.

• Bus stops must be recognisable, with access to an up-to-date timetable and contact information, with real-time displays present at major stops.

• There must also be an option for customers to pay digitally, such us through contactless cards, mobile apps and smart cards.

• Buses must be clean comfortable and accessible.

• The council also wants the process by which passengers can lodge praise, complaints and other feedback to be simpler with a speedy resolution.

The charter also outlines the part passengers can play in helping buses run smoothly.

This includes reporting damage to buses, stops, or shelters, having passes, tickets, or fare money ready as they board, and helping keep the bus clean by taking litter home and keeping their feet off the seats.

Councillor Alexander Nicoll, the chair of the Enhanced Partnership and Suffolk County Council Deputy Cabinet Member for Transport Strategy, said: “This is a significant step for bus service provision in Suffolk.

“We want to get more people using the bus in Suffolk, and by introducing and implementing these high standards they will see how the bus offers a welcoming, convenient, and reliable way of getting out and about.

He added: “More people on buses means reduced congestion on our roads and in our villages and towns, freeing up road space for those that really need it and producing a cleaner environment which benefits everyone.”

The Enhanced Partnership was approved in June last year, following the government's strategy to rejuvenate bus services.

The Government is seeking to make bus journeys cheaper and make the buses themselves greener.