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McGill’s Bus Group, recognised as the UK’s largest privately owned bus operator, serves Scotland’s central belt and the city of Dundee. Since 2021, the company has prioritised decarbonisation, ordering 56 new Yutong electric buses, which brings its total fleet of electric buses to 110 - the largest share among any operator in Scotland. As of May 2024, these zero-emission buses have collectively travelled 210 million miles. McGill’s Group is positioned among the top three groups in the UK for fleet decarbonisation.
In terms of growth, McGill’s Buses in Glasgow and the West achieved a 17% increase in patronage in the year ending April 2024, while Midland Bluebird experienced a 15% rise during the same period. Notably, relaunched routes under Midland Bluebird saw even higher growth rates, with a 38% increase on the Unilink in Stirling, 32% on Falkirk routes 3 and 4, and 26% on the Swift X36/X37 Glasgow express routes. Footfall at the Dundee Travelshop has risen by 15% year-on-year, with extended opening hours for the Travelshop and a Group-wide customer service centre operating seven days a week.
In 2024, McGill’s participated in six joint events, including a ‘Swap With Me’ exercise in January, organised in partnership with RNIB Scotland. This initiative involved drivers wearing glasses simulating various eye conditions to better understand the challenges faced by customers with visual impairments.
Additionally, McGill’s supports community initiatives, providing free coaches for Erskine veterans attending a Christmas event in 2023 and offering free travel for veterans on Remembrance Sunday. The company has also donated over £100,000 to Glasgow Children’s Hospital Charity and raised funds for Macmillan Cancer Support and Dundee Bairns.
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Brighton & Hove Buses, serving the urban areas of Brighton and Hove, facilitates connectivity to Crowborough, Eastbourne, Lewes, and Tunbridge Wells. In addition, it operates Metrobus, which encompasses 50 urban and rural routes across Sussex, Surrey, and Kent, including the Fastway service to Gatwick Airport.
The hydrogen bus programme has garnered substantial support from various sources, including the EU JIVE2 initiative, government funding, Gatwick Airport, and local councils, along with a £10 million investment from ZEBRA 2. Notably, the utilisation of hydrogen buses for journeys from Crawley to Gatwick results in a reduction of 1,066 grams of CO2 emissions, equivalent to charging a mobile device 4,516 times. The latest generation of Ballard fuel cells, consuming an average of 6.2 kg of hydrogen per 100 km, has surpassed performance expectations, with the buses capable of operating for up to 600 miles between refuelling.
The most recent patronage figures for spring 2024 indicate an average of 57,063 passengers weekly on the refurbished Regency routes, marking a 31% increase from the 43,646 passengers recorded in the same period last year. Additionally, concessionary fare usage has risen by nearly 50% compared to the previous year.
In the 2023 Transport Focus bus survey for East Sussex, the vital routes 28 and 29A achieved a customer satisfaction rating of 94%, significantly higher than the regional average of 79%. Brighton & Hove Buses is also recognised as an accredited Level 3 Inclusive Transport Leader, the highest accolade from the Department for Transport, and has received Level 2 Disability Confident Employer status from the DWP. Furthermore, it is the first company accredited as an age and dementia-friendly business by Brighton & Hove City Council.
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Stagecoach South operates local bus services that connect communities across Hampshire, Surrey, and West Sussex, extending into Portsmouth, Brighton, West Berkshire, and Wiltshire. As part of its commitment to decarbonisation, the company has introduced a fleet of 22 new low-emission buses on the Coastliner 700 service, aimed at reducing carbon emissions in coastal communities such as Portsmouth, Havant, Emsworth, Chichester, Bognor Regis, Yapton, and Littlehampton.
In Summer 2023, Stagecoach South launched a new BSIP-supported service, the 500, connecting Littlehampton and Chichester. This service has quickly become a popular sustainable travel option, achieving over 250,000 journeys to date. Overall ridership across the network is experiencing significant growth, with double-digit percentage increases reported. In the past twelve months, the company has welcomed 2.5 million new customers and expanded its local workforce with over 100 new employees.
Customer satisfaction remains a priority for Stagecoach South, as evidenced by the 2023 Transport Focus survey, which rated the Portsmouth depot at the top of the league for customer satisfaction, achieving an impressive score of 91%. Staff engagement is also notable, with a reported engagement rate of 71%, and some depots reaching 80%. Furthermore, 85% of staff members indicate they are treated with respect by their managers. To foster good staff relations, the company has implemented various improvements, such as upgrading restrooms and hosting community events, which have contributed to low driver attrition rates, with some depots reporting rates as low as 11%.
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Stagecoach East Midlands operates local and regional bus services across the East Midlands, as well as in the city of Kingston upon Hull and Lincolnshire. As part of its decarbonisation efforts, the Skegness Seasiders service has upgraded its fleet with 12 hybrid vehicles, contributing to reduced emissions in the region.
Passenger growth has been notable, with Gainsborough experiencing an increase of over 40%. In Grimsby, more than 18,000 £10 young person week tickets have been sold. A collaboration with Nottinghamshire students has expanded service coverage, resulting in over 2,150 students purchasing a multi-operator travel product in the first three months, compared to 1,000 ticket sales in the previous year. This initiative has facilitated over 185,000 bus journeys, with projections estimating that 0.7 million journeys will occur by the end of the academic year, marking a 700% increase from the 0.1 million journeys undertaken on the private network.
Additionally, the number of employers participating in the corporate smart commute scheme continues to rise, benefitting over 400 individuals by enabling employees to purchase discounted travel via payroll. The 505 partnership with Norfolk and Lincolnshire County Councils has enhanced services between Spalding and King's Lynn, with upgrades to buses and stops, alongside a comprehensive marketing campaign, resulting in a year-on-year growth of over 20%.
In terms of performance, Lincoln’s punctuality has improved by 4 percentage points, despite ongoing road closures. Accessibility features on Skegness Seasiders buses now include next stop announcements, LED destination blinds, and increased buggy space. Community initiatives, such as Mission Christmas, successfully raised over £2,500 and collected 700 gifts for children across the county.
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Blackpool Transport provides bus services to the community of Blackpool and its visitors, operating a network that spans the Fylde’s coastline from Preston to Lytham and Fleetwood. In January 2024, Blackpool Transport launched an extensive initiative titled ‘Routes Reimagined’, marking one of the most significant changes to its bus network in recent history. This programme aims to enhance punctuality, improve customer satisfaction, and create new commercial opportunities in response to an increasingly challenging financial landscape.
To achieve these objectives, Blackpool Transport has integrated City Swift’s AI technology, which records real-world journey times and offers recommendations for further improving punctuality. The network redesign involved grouping routes with common start and end points to highlight alternative travel options, thereby encouraging bus usage and facilitating cost savings through a more efficient service. The planning department collaborated with the technology team to incorporate insights regarding Blackpool’s seasonality and the impact of school holidays on travel times.
A comprehensive communication strategy, employing both digital and print media alongside in-person engagement, was implemented to inform the customer base about the changes, including adjustments to bus service names, branding, and timetables. While these modifications were expected to cause some short-term disruption, the overall impact has been positive.
Punctuality rates have improved from 90% to 97%, and the ‘Routes Reimagined’ initiative has generated over £500,000 in value for the business through enhanced operational efficiency. Notably, 67% of customers reported improved waiting times, and 70% acknowledged greater reliability of the bus services.
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Go South Coast (GSC) operates a range of local bus brands, including Bluestar in Southampton, Damory in West Dorset, More Bus across Bournemouth, Christchurch and Poole, Salisbury Reds, Southern Vectis on the Isle of Wight, and Swindon’s Bus Company. The company has secured funding from the Zero Emission Bus Regional Areas scheme to invest in modern, clean vehicles. In 2023, GSC introduced 28 new buses, with an additional seven for Southern Vectis. Further deliveries in May 2024 include 16 new buses for Bluestar services and 28 for More services.
In terms of growth, passenger numbers for Go South Coast in 2022-23 were 30% higher than those in 2013-14, contrasting with a 28% decline across the wider industry outside London. Additionally, patronage in 2023 is 61% higher than in 2013, although it remains 1% lower than in 2018-19, the last full pre-COVID year. In Summer 2023, GSC launched two new tourism routes, which proved successful enough to return in Summer 2024 with enhanced timetables.
GSC demonstrates high customer satisfaction, with the More Bus brand achieving an overall journey satisfaction score of 90% and driver performance rated at 91%. Quarterly satisfaction surveys for More Bus and Southern Vectis recorded overall satisfaction rates of 94% and 95%, respectively, marking them among the highest within Go-Ahead.
In terms of staff engagement, GSC monitors pay rates in alignment with industry standards and offers additional benefits, including an Employee of the Month scheme and various social events. The company actively participates in local Business Improvement Districts and community initiatives, contributing £500 monthly to local causes and supporting an annual charity of the year for each core brand. Additionally, GSC invests in driver training focused on accessibility, ensuring services are welcoming to all.
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Transdev Blazefield operates a group of nine subsidiaries across Yorkshire and Lancashire, focusing on enhancing public transport services in these regions. In August 2023, the company placed decarbonisation orders totalling £21 million for 39 new electric buses in Harrogate, alongside plans for converting the Harrogate depot to fully electric power. Additionally, 15 electric buses valued at £7.5 million are on order for the ‘Shuttle’ route linking Keighley and Bradford. Trials of various all-electric bus models involved customer feedback on key design features, which has been integrated into the final specifications.
In March 2024, Transdev opened a new green depot in York, which incorporates renewable technologies such as solar panels, air source heat pumps, and improved building airtightness, resulting in an energy-efficient structure. Biodiversity initiatives at the depot include planting and the installation of bird and bat nesting boxes. The new building has achieved carbon emissions that are 28% lower than the statutory levels set by the government.
In terms of growth, fare-paying customer numbers across Transdev's networks reached 96% of 2019 levels in March 2023. By March 2024, there was a 7% increase in customer numbers, with 2.1 million passengers using the flagship route, The 36 Ripon-Harrogate-Leeds, representing a 5% rise over the previous year. The ‘Get Your Freedom – Get Your Free Bus Pass’ campaign contributed to a 5.3% increase in passholder journeys within six months. Furthermore, expanded services in Keighley led to a 28% rise in customers on the ‘Aireline’ branded route compared to the previous year.
Transdev Blazefield has also initiated a ‘Pride of the North’ Cup to incentivise driver performance, recognising top-performing drivers based on attendance, customer feedback, and monitoring metrics. The company is addressing the UK engineering skills shortage with its ‘SkillUp’ programme, which aims to attract newcomers to the industry through collaborative workshops with apprenticeship provider Total People.
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Grant Palmer, a family-owned bus operator established in 1999, operates a fleet of 35 buses that provide local bus services and bespoke contracts throughout Bedfordshire. Over the past 12 months, the company has experienced significant expansion, marked by the opening of a new depot in Biggleswade and enhancements to routes 34, 72, and 74, facilitated by Central Bedfordshire’s Bus Service Improvement Plan (BSIP) funding. In February 2024, Grant Palmer commenced operations at Elstow Park and Ride, thereby further developing services between Flitwick and Bedford. In April, the Luton network was improved in partnership with Luton Borough Council, particularly on routes 3, 30, and 35. The company has reported a revenue increase of 25%, alongside a notable 70% year-on-year growth in patronage on its busway services. To accommodate this passenger growth, high-capacity double-decker and single-decker vehicles are being procured.
In terms of performance, lost mileage was reduced to 1.5% in 2024, with ongoing improvements in punctuality. The dedicated punctuality improvement plan has yielded a 12% enhancement in service 74.
Grant Palmer operates a fleet of 40 modern low-emission buses and has a £1.5 million investment plan for new vehicles in 2024/2025. The in-house engineering team, comprising six staff members, ensures maintenance and safety standards exceed those set by the Department for Transport.
To enhance accessibility, GP provides its drivers with accredited training on disabilities, including dementia and memory loss, and collaborates with Autism Bedfordshire to develop an easy-to-understand guide for bus travel. Additionally, the company facilitates travel training for customers requiring additional support.
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Arriva Midlands operates a comprehensive network of local bus services across several regions, including Derby, Tamworth, Telford, Shrewsbury, Leicester, Hinckley, Coalville, Milton Keynes, and Luton. The company’s Service Delivery, Engineering, and Commercial teams have collaborated effectively to enhance network safety and reliability, subsequently rebuilding consumer confidence.
In the first quarter of 2024, punctuality improved by 10%, with individual depots achieving on-time performance rates ranging from 80% to 98%. Lost mileage was reduced to 0.91% in April 2024, down from a peak of 2.3% during spring 2023. Additionally, there was an 11% reduction in fault and part-fault incidents, which decreased to 2.75 per 100,000 miles, alongside a 10% decrease in customer complaints. These improvements were driven by various initiatives, including the integration of MyDrive telematics to assist drivers in maintaining progress while ensuring a comfortable and fuel-efficient journey. Enhanced Driver CPC training focused on the customer impact of punctuality issues, and the utilisation of the DataHub BI tool and Optibus scheduling suite optimised timetables for greater reliability.
A Road Safety Risk Audit implemented a risk-based approach to continuous improvement, resulting in a Road Safety action plan that supports ongoing certification to ISO 39001:2012, achieving reductions in fault and part-fault incidents of up to 67%.
Furthermore, patronage has risen by 13%, supported by job fairs in communities to attract a diverse range of demographics, allowing Arriva Midlands to minimise reliance on agency drivers while ensuring operational support across the wider business.
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Lothian, the largest municipal bus company in the UK, has been operating in Edinburgh for over a century. As part of its commitment to sustainability, Lothian has modernised its fleet, introducing 50 fully electric Volvo BZL double-decker buses in 2024, supported by £24 million in investment for associated charging infrastructure. This initiative aligns with the company’s ‘Driving Towards Net Zero’ strategy published in 2023.
Financially, Lothian reported earnings before interest, tax, depreciation, and amortisation of £20 million, a slight increase from £19.7 million in 2022. Throughout 2023, the company facilitated over 110 million customer journeys, reflecting a 17% increase from the previous year. Consequently, Lothian returned a dividend of £3.2 million to shareholders.
The results of the 2023 Employee Survey indicated that 85% of staff are proud to work for Lothian, with 95% clear about their roles and enjoying good relationships with colleagues. The training of 450 drivers resulted in a pass rate of 94.6%, significantly above the industry average of 61.5%. At the UK Bus Driver of the Year Finals held in Blackpool, Lothian had two drivers among the top three finalists.
Lothian demonstrates a strong commitment to accessibility, employing a dedicated access and inclusion officer and collaborating with charities such as RNIB and Upmo. The introduction of a flat-fare system ensures affordability across its network, including services to rural communities in East Lothian. In terms of safety, enhancements to engineering procedures in 2023 led to a 31% improvement in vehicle reliability compared to the previous year.
