| I respond to the letter “Out of service anger”.
Since the introduction of the roadworks on the A92 East Dock Street, the main arterial route in and out of the city of Dundee, we have seen our bus services on occasions being severely disrupted, especially at peak times. This was especially so during the week commencing October 19. Extremely wet weather and traffic congestion resulted in services being delayed in excess of double their running time causing issues with driver changeovers and is regrettably not a problem which immediately rectifies itself once the congestion abates.
We have been liaising very closely with Transport Scotland, Bear Scotland, Dundee City Council and the police to try and minimise the disruption caused to our customers, but the difficulties were only compounded by the unpredictable actions of car drivers who themselves were looking for alternative routes.
During the October school holiday period, traffic volumes slackened considerably, which allowed everything to move more freely and gave the impression that the worst had passed. Regrettably, with the return to school on Monday, October 19, and the roadworks reaching their most extensive phase, traffic around the city was severely affected.
In a normal week we record a very small number of lost journeys, mainly caused by traffic congestion, but during the week of October 19 this number was up six-fold. To put this into perspective, the disruption was three times more than that which we would expect in the week before Christmas, which is historically the worst week of the year for traffic congestion.
Throughout the period of the roadworks we increased the level of resources in our control room to support our drivers at a cost to ourselves.
Our drivers are required to operate to the scheduled timetable at all times unless instructed otherwise by our control room supervisor and, through no fault of their own, are equally frustrated at being unable to do so. During the last fortnight especially, we have endeavoured to run a full timetable with every service being fully operated.
However the problems have been so acute that it has not had the desired impact.
I am very proud of the way in which our staff, and drivers in particular, have been dealing with these problems and apologise most sincerely to our customers and to thank them for their loyalty and understanding.
We feel we have done our utmost to try and keep passengers informed of the problems we have faced via bus notices and the local radio stations. However, through feedback from our customers we realise that it has not been enough and have, therefore, raised this issue with the local authorities and are currently in discussion to see how we can communicate better through the Real Time Information Boards at bus stops. This would give up-to-date information during times of major disruption when buses are having to be taken out of service for reasons such as congestion, breakdown or accident.
We are delighted to see that a large section of the roadworks are now complete and we have confidence our services will be returning to normal over the next couple of weeks. — Lawrence Davie, Director Dundee, National Express Dundee.
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