Agenda item

That the Committee notes the updates on bus and rail service performance provided in this report.

Officers noted the members’ concerns raised at the previous meeting regarding the performance of bus and rail operators in West Yorkshire, and directed members towards the report featuring performance figures along with further input from the operators. Representatives from First Group, Arriva, TransPennine Express, and Northern Trains were in attendance to respond to questions from members.

Bus operators welcomed the BSIP funding and the Enhanced Partnership, and expressed the need for joint working towards service improvement. First Bus raised a variety of factors contributing to lower performance standards, with the largest factor at the time of the meeting being driver shortages. The leisure market remains strong while commuting is still down compared to pre-pandemic levels. Operators continue to invest in new vehicles and in the network, including promoting buses to customers to encourage them to return. Arriva added that additional time is being factored into each journey to keep services operating to the timetable, and any savings made are being reinvested into service improvements.

Members requested to see more data showing which services are the least punctual and most often cancelled, and queried if that data informs which services are cut. Officers responded the data is available but there is a need to work with operators to analyse it at route level. The data may not always show issues where the operator is not at fault, for example road closures or traffic incidents causing backlogs. Operators confirmed that in the case of driver absences, more frequent services are cancelled to provide cover so customers on hourly buses are not inconvenienced. School and hospital routes are prioritised to reduce the impact on those who need it most.

Members asked driver shortages are a matter of higher pay to resolve the issue. Operators responded that pay is an issue and that many drivers were lost to haulage firms during the pandemic. Some of those drivers have since returned to the bus industry, however there is now a reluctance to work unsociable hours. Operators have worked with the unions and introduced part-time contracts and more flexible working arrangements where possible to make the job more attractive. Operators acknowledged that drivers are the face of the business and some routes carry more stress than others, which can affect drivers and cause them to take absence from work. Studies have been undertaken with the NHS to monitor the issue, and programs such as mental health first-aiders have been introduced. Other factors for absences include the health of the drivers, NHS backlogs delaying treatment, and Covid-19 cases, among others.

Concerns were raised about the frequency of full buses which are driving past stops. Operators responded that there are occasions where successive buses are full, and mitigations are put in place wherever possible however it can be difficult to predict passengers numbers in the short term over the entire network.

Members queried if customers are still entitled to claim compensation in the case the last service of the day is cancelled. Arriva informed the members that the journey guarantee is available and vouchers are provided via the app, which in most cases is more convenient for customers and drivers, but other means of compensation are available.

Members questioned how cuts to services are decided despite operators still receiving the Bus Recovery Grant. Arriva responded the impact of inflation has increased the price of fuel, and higher driver wages mean the recovery grant does not go as far as many would hope. There is eligibility criteria required to receive recovery grant funding which is being met.

Members raised concerns about the impact of road works on buses. Officers responded that joint meetings between the Combined Authority, local authorities, and operators take place to minimise the disruption caused by roadworks. In most cases the disruptions are minimal but larger works can cause more congestion because cars divert through smaller roads. The disruptions are most often short-term and result in more bus priority and alternative routes for drivers.

Members raised that they have received complaints about a lack of staff and information points in some stations. TransPennine expressed an apology for the drop in service levels to the committee members and any affected members of the public. TransPennine noted there are over 500 train drivers which is more than ever before, however there is a backlog of staff training which has been compounded by delays due to the pandemic. There are also ongoing strikes which disrupt services and cause cancellations at relatively short notice, and regular illnesses which cannot always be covered.

Members raised the high frequency of short notice cancellations. Transpennine recognised the need to ensure access to appropriate information in all stations, and noted that there will be timetable changes in December 2022 which will introduce improvements to the schedule and reduce cancellations. The Transpennine route upgrade will begin in 2023 which will reduce the number of cancellations due to network failures. Rail replacement services are provided wherever possible but the supply chain for buses is also experiencing issues. Some smaller stations do not have the infrastructure to make buses accessible, and drivers are not always fully briefed on suitable pick up points, which will be reaffirmed in dialogue with bus suppliers.

Members reiterated their desire to see more detailed rail performance data, including data for Grand Central due to its links to London making it an important route for customers. Members requested that operators review their customer charters to clarify their options in the case of cancellations, and to ensure that customers are informed about how to find the charter.

Members thanked operators for attending the meeting.

Resolved: That the updates on bus and rail service performance provided in this report be noted.