Bus linking communities with Aberdeen Royal Infirmary 'failing' passengers

Almost 80% of residents across four communities have experienced late and cancelled buses on a key route with links to Aberdeen Royal Infirmary (ARI).

The Stagecoach North 35 service has been “failing” its users according to results from a survey conducted by four community councils – Findochty, Portknockie, Buckie, and Cullen and Deskford.

In response to the survey results, the community councils argued the low standard of service was “not a matter of inconvenience, it is causing real harm”.

The key route runs from Elgin to Aberdeen with stops in Banff, Cullen, Portnockie, Buckie, Findochty and ARI.

But responses to the survey show the biggest problems for its users were late or cancelled buses with 79% saying they have experienced a late bus and 70% saying their bus was cancelled.

Anonymous comments from respondents say: “My son depends on the earliest bus from Low Street, Banff to get to work in Aberdeen. Buses breaking down make him late and he loses pay. Your app is seldom correct.”

Another added: “Service is poor at the best of times. It is the only option for critical journeys to Aberdeen and ARI.”

The use of double decker buses for the all together two-and-a-half-hour long journey was also raised as a concern from respondents.

One said: “Double decker buses used on a predominantly rural route to which they are not suited. Unstable in winds, top heavy in icing and snow conditions, and very uncomfortable.”

A coach style bus was seen as a better option from one user as it would allow for a toilet on board to benefit elderly users who rely on the route to get to ARI.

However it was not all negative, Portknockie respondents “commended” the courtesy of drivers and described the fare as “reasonable”.

The community councils have asked Stagecoach North to take the results “seriously” and have made several requests following the survey responses.

Among other things, they want a written explanation of the root cause of “persistent” late and cancelled buses and a review to be conducted on the adequacy of driver staffing for the route.

In response to the survey a Stagecoach North Scotland spokesperson has said they “fully recognise” the importance of the service to communities and understand the “frustration” caused when journeys do not go to plan.

Added that while they will always be “receptive” of customer feedback their performance data does “not correlate” with the results displayed in the survey.

They explained that at the end of April the company launched its Roadmap to Recovery programme which they say is delivering “significant improvements”.

Adding: “While we recognise there is still more work to do, we are passionate about earning back and strengthening customer trust by providing a reliable bus service that people can depend on every day.

“The challenges affecting the 35 corridor are not being ignored and we take the feedback from community councils seriously.

“Improving reliability requires sustained investment, operational resilience, consistency and a clear long-term plan for continuous improvement.”