GENERALLY, I have little complaint with the Arriva bus service in my area. I appreciate the early start drivers have to make, often in freezing conditions, and the many hazards on the way which mean that sometimes they are late.

However, twice this week there has been no X1 service at 3pm from Tubwell Row in Darlington to Tow Law, leaving passengers of all ages standing for a half hour or more in a biting cold wind and rain.

There is a shelter but it is draughty, small and cannot accommodate everybody.

Just 75 yards away from the X1 bus stop is an Arriva office.

Why couldn’t the passengers for the X1 service that failed to arrive last Tuesday and Wednesday have been given a little customer service in the shape of a little message stuck to the bus shelter telling them the fate of the bus.

There is also an electrical screen with the times of the next buses – why can’t a message be popped up on that?

If Arriva are not going to put themselves out and provide some customer service then there is a case for them to financially compensate passengers if a bus fails to arrive or is late.

Name supplied, Crook

  • Nick Knox, area managing director for Arriva North East said: “We are committed to providing the best possible service to our customers and take all customer complaints extremely seriously.

"Unfortunately  due to a breakdown on Wednesday, the X1 service was unable to serve Tubwell Row and we’re sorry for any inconvenience this caused to our customers.  

"In situations like this we would urge customers to live track their bus on our App.”