Arriva is one of the largest transport companies in the UK, providing bus services in various cities like Liverpool, London, and Manchester. While the company aims to provide timely and reliable transportation services, there are instances where customers encounter problems that lead to complaints.
If you’re a regular passenger of Arriva, it’s crucial to know how to address complaints effectively to get the most satisfactory solution. In this article, we’ll discuss the common complaints against Arriva and the steps you can take to solve them.
1. Delays and Cancellations
One of the most common complaints against Arriva is delays and cancellations. Sometimes, buses arrive late or don’t arrive at all, leaving passengers frustrated and stranded. If you’re experiencing this issue, the first thing to do is to check the company’s website, social media accounts, or mobile app for updates. Arriva regularly updates its service alerts in case of delays and cancellations, so it’s essential to keep track of the latest information.
If your bus is significantly late or canceled, you can also contact the customer service team through their phone line or email. When making a complaint, be specific about the details of the incident, including the bus number, time and date, and your location. This information will help them investigate the matter and offer a solution, such as providing a refund or alternative transportation.
2. Poor Customer Service
Another common complaint against Arriva is poor customer service. Passengers often encounter rude or unhelpful staff, such as drivers or customer service representatives, which can be frustrating and unsettling. If you encounter such a situation, you can file a formal complaint through the company’s customer service channels, such as email or social media.
When making a complaint about poor customer service, it’s vital to provide specific details, such as the name of the staff member and the time and date of the incident. Additionally, try to remain calm and polite, as it’s more likely to get a positive response from the company.
3. Dirty and Unhygienic Buses
The cleanliness and hygiene of buses are critical for passengers’ health and safety, especially in the current pandemic situation. Arriva has a responsibility to ensure their buses are clean and sanitized regularly. Unfortunately, many passengers complain about dirty and unhygienic buses, which can make the journey unpleasant and risky.
If you encounter a dirty and unhygienic bus, you can report the issue to Arriva’s customer service team. They may send a cleaner to the bus, or they may replace it with a cleaner one. If you’re continuously encountering dirty buses, you can also consider taking photos of the condition and posting them on Arriva’s social media page to bring their attention to the issue.
4. Overcrowding and Lack of Seating
Another common complaint against Arriva is overcrowding and lack of seating on buses. Passengers often have to stand for long journeys, which can be uncomfortable and tiring. Moreover, overcrowded buses can also increase the risk of contracting COVID-19.
If you encounter an overcrowded bus, you can file a complaint through the company’s customer service channels. Arriva may provide additional buses or extend their services to reduce crowdedness. Another alternative is to consider traveling during off-peak hours when there are fewer passengers on the bus.
5. Poor Condition of Buses
Arriva has a responsibility to ensure their buses are regularly maintained and are in good condition. However, some buses may be old and poorly maintained, leading to complaints of broken seats, faulty air conditioning, and loud noises.
If you encounter a bus that’s in poor condition, you can report the issue to Arriva’s customer service team. They may send an engineer to assess the bus and fix the problem. Additionally, you can take photos of the issue and post them on social media to bring the company’s attention to the problem.
In conclusion, Arriva complaints are a common issue that many passengers encounter. If you’re experiencing any of the above problems, it’s essential to report them to the company’s customer service team to get an effective solution. Remember to remain calm, polite, and specific when making a complaint to increase your chances of getting a positive response. By addressing complaints promptly and efficiently, Arriva can continue to provide reliable and safe transportation services that meet their customers’ needs.