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It was a blame game. How many times on social media did Alf or whoever was doing the social media apologise on behalf of the company? I can tell you the answer was very very low if at all.
He wouldn’t accept any responsibility for short comings at all and that was a big factor in why users of their services gave up.
You look on big companies social media accounts. They constantly apologise for issues beyond their control and it reaffirms trust with the customer, yet Hulleys would not do it. Terrible attitude to have.
Passengers ask, then they complain (usually because they care).. They then give up, they walk away if they have alternatives, then the service bites the dust with the operator saying "we weren't making any money, due to lack of passengers". I live about an hour from their area of operation. There were a few times, I thought about going on a bus ride, round the Peak District (managed it twice). Much of the time, I had not got a clue what was running, even using Bustimes. Some buses ran but didn't track. Some didn't track because they didn't run. In the end I just went somewhere else. Some passengers even on the 170 route we're waiting over one hour. Would they be there again.
Passengers ask, then they complain (usually because they care).. They then give up, they walk away if they have alternatives, then the service bites the dust with the operator saying "we weren't making any money, due to lack of passengers". I live about an hour from their area of operation. There were a few times, I thought about going on a bus ride, round the Peak District (managed it twice). Much of the time, I had not got a clue what was running, even using Bustimes. Some buses ran but didn't track. Some didn't track because they didn't run. In the end I just went somewhere else. Some passengers even on the 170 route we're waiting over one hour. Would they be there again.
A friend was a regular user of the X57. It was advertised as being extended to Hyde bus station which worked in my mates favour, yet it very very rarely left the M67 and served the bus station. He complained on social media and was given excuses that didn’t add up and when he complained by email he was ignored.
I worked in retail for years and the company i worked for made many mistakes and often customers complaining just want to hear the word sorry. They don’t want to be met with a string of excuses and it’s not our fault it’s there’s or his.
I can’t remember the last time I saw a genuine apology from a bus company. The big companies use centralised customer service; the lackey on Facebook will be hundreds of miles away and probably doesn’t even know where the complainer is talking about.
Hulleys didn’t use flowery language but the content of what they said wasn’t any different to any other operator.
I can’t remember the last time I saw a genuine apology from a bus company. The big companies use centralised customer service; the lackey on Facebook will be hundreds of miles away and probably doesn’t even know where the complainer is talking about.
Hulleys didn’t use flowery language but the content of what they said wasn’t any different to any other operator.
There is a range of responses. From Arriva that means "in the bin" to others that appear to show empathy, if not solutions. Trouble is, at some point, the passenger/customer in whatever the business, will walk away, because the alternatives are more attractive. That can have a wider impact on shops etc. I rarely shop in a City less than 3 miles away, so I don't need the bus to get there. With Hulley land, frequencies were lower than in a City so no certainty of travel. You can see why bus passenger numbers are dropping. You can't see how it will increase, yet for many that bus service is vital.
I can’t remember the last time I saw a genuine apology from a bus company. The big companies use centralised customer service; the lackey on Facebook will be hundreds of miles away and probably doesn’t even know where the complainer is talking about.
Hulleys didn’t use flowery language but the content of what they said wasn’t any different to any other operator.
It doesn’t matter.
‘We are sorry the bus didn’t turn up tonight and hope you found alternative ways home’ sounds far far better than ‘driver stuck in Bakewell because of selfish car owners who can’t park properly and didn’t want to do his last trip - and we are turning commenting off now as we no longer want to respond’.
Come on it’s very very basic customer service. People seek a simple apology not attitude from someone who should know better!
It doesn’t matter.
‘We are sorry the bus didn’t turn up tonight and hope you found alternative ways home’ sounds far far better than ‘driver stuck in Bakewell because of selfish car owners who can’t park properly and didn’t want to do his last trip - and we are turning commenting off now as we no longer want to respond’.
Come on it’s very very basic customer service. People seek a simple apology not attitude from someone who should know better!
Trentbarton sort of do. They've reimbursed a taxi for a bus running 5 minutes early for me before (with another in 30 minutes, and i was connecting onto a train)
Our local TLC services in and around Hebden Bridge and Todmorden will do this if your last bus home in the evening is cancelled. You organise your own taxi and obtain a receipt from the driver, which you then present to the bus driver the next time you travel, quoting the date, route and departure time of the cancelled service. The bus driver will then reimburse your taxi fare directly from their cash box.
Although only if the last bus didn't turn up, and it was a DCC policy, not their own. I think I read of a few occasions it happened, but not that often. You needed to be able to get in touch with someone for it to be arranged, which seemed to be the main problem.
I will say that while Hulleys social media wasn't the best, at least they acknowledged they operated in the area. Stagecoach Yorkshire rarely if ever post anything about Chesterfield services. The 84 was diverted for several weeks but not a peep about it on twitter. Where someone asks them about something they just say they'll pass the complaint on to the depot and you never hear anything back. I've given up complaining as you never get a resolution and rarely even get a response.
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I was looking at the timescales around this. The Hearing mentioned that there had not been an MOT failure since May 2023, whereas the ownership of Go-Coach did not take place until December 2023. Maybe Austin Blackman (owner of Go-Coach) had been working behind the scenes at Hulleys before that - I seem to remember some vehicle loans before December 2023.
I also seem to remember that the 'sale' of Go-Coach at the outset did not involve much in the way of financial consideration (wasn't it staged payments?), so should not have affected the financial standing of Hulley's; in fact the reverse could have been true if Hulleys could count any of Go-Coach's financial resources towards its own financial standing.
There were loans from Go Coach and also from Connexions. I bet the residents of North and West Yorkshire are pleased Craig Temple wasn't in the market to sell up...
To those saying to set up a workshop closer to home, from memory Hulleys did have issues recruiting fitters anyway, so maybe decided trying to use a larger, established operator was a better bet. Also, being slightly cynical, looking at the company debts there were a lot of small local suppliers owed money. It almost looks like they were taking what credit they could then moving on to the next supplier once any goodwill was exhausted. Setting up a workshop locally when you can't source parts isn't easy.
No clear detail of the Go Coach purchase - there was talk of paying in instalments, but that seems odd then Alf had taken out a large loan that would more than cover the cost. Either way, it was bought by ModelDart, not Hulleys. However, it would likely still have an effect on their financial standing as money would need to be extracted from the business to pay either the instalments or the loan.
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Depot wasn't owned by Hulleys, it was still owned by Richard Eades. Looking at the amount he was owed by Hulleys I doubt much rent had been paid on it.
There is talk the field behind has been sold for housing, and it's the only real route through to it, so I'd be surprised if he doesn't try and recoup his losses by selling it on.
It looks like the fleet wasn't owned either - three went to Connexions, the rest went to Andrews but were (probably) owned by Go Coach, so whether they are still on loan or were sold I don't know.
There were a few cars which the administrator seems to have disavowed, probably because they are old and knackered.
Other than that, there probably aren't any real assets...
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I think you misunderstand. The TC has a binary choice with repute - it’s either lost or it isn’t. So to say it isn’t but advise it’s severally tarnished as a well chosen wording. You could imply it’s a final warning. But as he can’t give a warning formally this is the alternative.
Did the PI cover the incident with the E400 and the low bridge, or is that the subject of a separate one? As the cause appears to be allocating vehicles to a route which they are too high for and hoping drivers remember to divert that doesn't seem like something the TC would take lightly.
The fact the vehicle in question was possibly not insured could make it a legal matter of course, so I'm not sure if the TC would get involved?
Trentbarton sort of do. They've reimbursed a taxi for a bus running 5 minutes early for me before (with another in 30 minutes, and i was connecting onto a train)
Here are our conditions of carriage that set out the conditions under which we carry customers and their property.
www.newportbus.co.uk
Where possible, we will take reasonable steps to advise customers of any disruption to services. In the event of cancellation, delay, diversion, termination of service, or the service being unavailable to you because the vehicle is full to capacity or for any other reasons, we shall not be liable for any losses, damages, cost or inconvenience that you suffer as a result.
FIrst, Go-Ahead, Stagecoach, Arriva and TfGM (Bee Network) all have similar wordings in their T&CS.
Having said that, Newport Transport did offer a taxi when the last bus on my route didn't run. We were at the bus station and asked another driver to contact control who arranged it. Any passengers waiting in vain at stops wouldn't have been so lucky.
FIrst, Go-Ahead, Stagecoach, Arriva and TfGM (Bee Network) all have similar wordings in their T&CS.
Having said that, Newport Transport did offer a taxi when the last bus on my route didn't run. We were at the bus station and asked another driver to contact control who arranged it. Any passengers waiting in vain at stops wouldn't have been so lucky.
TFGM have insisted for years that any operator who operates tendered services cover the cost of taxis if a service fails.
Infact many years ago I worked for an operator who was unable to operate the final journey on a tendered service one evening and TFGM actually stepped in and hired in another operator to run the last trip.
I know for a fact Stagecoach has and does cover taxi charges if a receipt is sent in.
TFGM have insisted for years that any operator who operates tendered services cover the cost of taxis if a service fails.
Infact many years ago I worked for an operator who was unable to operate the final journey on a tendered service one evening and TFGM actually stepped in and hired in another operator to run the last trip.
I know for a fact Stagecoach has and does cover taxi charges if a receipt is sent in.
Free Journey Guarantee - If you are not happy with your bus journey, you can claim a free travel voucher from either: First, Arriva or Transdev.
You will need to contact the appropriate operator (see below) and they will arrange for a free journey voucher to be sent out to you, for use on a future date.
Free taxi if your last bus is late - If your last bus doesn’t arrive within 20 minutes of the scheduled time, you can call a taxi, save the receipt and claim the cost back from either First, Arriva or Transdev.
TFGM did something very similar when it was commercial, with anything tendered failing to run being covered with the promise to refund any taxi charge.
Now it’s the Bee network they guarantee first and last journeys will run.
Why would you want to revive a name that in recent years has been synonymous with poor service, mismanagement and financial collapse?
Would make more sense to brand it as Centrebus, D&G or High Peak...
Why would you want to revive a name that in recent years has been synonymous with poor service, mismanagement and financial collapse?
Would make more sense to brand it as Centrebus, D&G or High Peak...
Why would you want to revive a name that in recent years has been synonymous with poor service, mismanagement and financial collapse?
Would make more sense to brand it as Centrebus, D&G or High Peak...
Indeed or if they really want to use the name 'The New Hulleys by Centrebus'. Still it might at last mean Connexions at last rebrand at least Enviro 200 YX12DHN which is crazilly still running around in full Hulleys livery.
Is there a chance they could take over the 110/111 so they can seem like a proper service again? All depends on contracts I suppose. What vehicles/livery will they use, and where are they planning to be based?
Surely if Centrebus were to have won contracts in the Crich area they would use High Peak to run it as the Transpeak isn’t that far away and is still reputable
Full job description
Overview
Steer Your Career in a NEW Direction with Hulleys
The brand name Hulleys is making a welcome return after providing local bus services in the area for more than 100 years!
We’re looking for FULL TIME PCV Bus Drivers to help us provide essential reliable and friendly local bus services throughout Derbyshire
Qualifications Required:
Driving Licence
PCV Licence
Category D Licence
CPC qualification
Responsibilities
Safely operate the bus on designated routes, adhering to all traffic regulations and company policies.
Provide exceptional customer service by assisting passengers with boarding and alighting, as well as answering any questions they may have
Staff Benefits with Hulley’s include:
Company pension
Paid Holidays
Free travel for you and your family
Free uniform
Workplace pension
28 days holiday
Free CPC Training
Overtime Opportunities
Free On-site parking
We’re looking for personable individuals with a focus on customer service to join the team as a Bus Driver.
You will be part of an incredible family as part of the Centrebus Group employing 1400 colleagues across the East Midlands, West Midlands, Northwest and Home Counties.
You will be the face of the business – playing an incredibly important role each and every day, safely and comfort with a friendly and helpful attitude fantastic customers across the region.
So, if you like the sound of being a professional driver with Hulleys then apply today.
I am glad that someone knows how to link on this forum . The 110/111/113 and 114 services always seemed a long way from their respective depots. In the case of the 114, previously the 109, before that the 32 group, it has had many operators over the years.
We are aware of an issue with emails from the Forum to Microsoft-based email accounts (hotmail/outlook/live.com email addresses). This is being looked into currently, thanks for your patience meanwhile.
. The 110/111/113 and 114 services always seemed a long way from their respective depots. In the case of the 114, previously the 109, before that the 32 group, it has had many operators over the years.