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Arriva is one of the worst for receiving complaints

 Published on: 31st July 2019   |   By: Amelie Gregory   |   Category: Uncategorized

New research shows that bus service Arriva is the second worst in the UK.

Tempcover, a leading provider of temporary insurance in the UK, analysed over 3.2 million tweets from passengers of all major bus and train operators to see which one had the most negative feedback between May 31, 2018 and June 1, 2019. 

Arriva Shires & Essex, who operate in Abbots Langley, were in the bottom three, with 70 per cent for feedback being negative. As a whole, Arriva were the second worst provider with 61 per cent of negative feedback out of 53,096 tweets.

In February, MyLocalNews reported that a customer was left “embarrassed” by an Arriva driver for not having the correct change. 

Natalie Carter, 33, said: “He was like ‘You can’t get on the bus’. I did ask other people on the bus but only one lady bothered to look.”

She added: “The driver was quite rude about it. When the second bus turned up the driver was very apologetic, and he said that shouldn’t have happened.

“He didn’t have the right change for a £5 note – I just couldn’t understand it.”

An Arriva spokesperson said at the time: “All complaints about our drivers or routes are taken very seriously and are dealt with in line with company policy, with the aim of stopping the reoccurrence of such incidents. We are more than happy to meet with councillors to discuss.”

Tempcover said: “We used Crimson Hexagon social listening software to analyse the post volumes and sentiment around the Twitter handles of various regional and national public transport services throughout Britain. 

“Data was sourced from Twitter only and covers a period of 365 days from the 31st May 2018 – 1st June 2019. Sentiment and emotion data calculated using Crimson Hexagon’s AI software.”

Picture courtesy of Hoss Photography 

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