Our Customer Value: we place them at the heart of our business and relentlessly meet their expectations
Customers are at the heart of everything we do. We continue to work to achieve their lifetime loyalty through delivering excellent services.
Five Golden Rules were introduced in 2012 to provide a Group-wide standard for customer service and we aim to ensure that every employee is aware of these requirements. Read more about the Golden Rules.
Each business division has its own customer charter which is designed to be tailored to its operations. These contain our commitments on matters such as safety, value for money, communications with customers, service reliability, punctuality and vehicle maintenance.
- We strive to provide a reliable and high quality service for all of our customers
- We will regularly enter into dialogue with our customers to maintain and develop our services
- We will regularly invest in our facilities to enhance our customer experience
- We aim to address social exclusion through providing access to public transport for people who are less able to use it
