An outstanding commitment to customer care has earned us the recognition of the bus industry at a prestigious awards ceremony this week.
We scooped two titles at the UK Bus Awards, including top honours in a category entitled Putting Passengers First.
Meanwhile our flagship red arrow coach service received an award for Marketing Excellence and two of our drivers were named amongst the best in the country.
Speaking after the awards ceremony in London, Commercial Director Alex Hornby said he was delighted that the efforts of staff had been recognised by the wider bus industry.
“We are particularly pleased to receive the Putting Passengers First Award as customer service is at the heart of everything we do,” he said.
“Our submission for the award highlighted the importance of training within a customer-focussed culture, being research-led in our decision making, acting on customer feedback and the vital role the drives has in developing a relationship with our customers. One of our simple expectations is that our staff treat customers as if they were their own mum.”
Alex went on to say that it was also satisfying to see industry recognition for red arrow. The express service between Nottingham and Derby was relaunched around 18 months ago and has proved a resounding success with more than 92,000 passenger journeys last month, compared to around 75,000 during the same period last year.
“The coaches on the route were amongst the first in the country to offer free Wi-Fi and also benefit from comfortable leather seats and air conditioning,” continued Alex. “In response to customer feedback we have also increased the frequency of services and introduced night journeys.”
Also honoured at the Park Lane Hilton Hotel were two of our drivers, Ian Grebby and Kevin Wood. Ian – who drivers the 21 route between Nottingham and Ilkeston - was named as runner-up in the National Bus Driver of the Year category whilst Kevin was highly commended. trent barton was the only company in the UK to have two staff named in the top ten.
Alex added: “Every day our drivers do a difficult job in running to a timetable in often difficult traffic conditions but they still find time to engage with customers and to assist them whenever they need help. Once again, they have embodied a commitment to excellence across the company.”
Transport Minister Norman Baker MP (left), a special guest at the UK Bus Awards, presents the Putting Passengers First Award to Alex Hornby, Commercial Director and Head of Training, Guy Gibson.