Drive on

Being a commuter coach driver is not as easy as it looks. Even experienced coach drivers may not be good commuter drivers – Central London in rush hour probably demands the best driving in the UK! There’s a steep learning curve and a lot of pressure (how would you like to have 53 people staring at the back of your head while you’re driving?)!

We realise that the relationship between commuters and their regular driver is quite unique, so we thought we’d give you a glimpse of what they go through on your behalf.

We employ 90 full-time drivers, and 30 part-time. They all go through a extensive training programme before they take passengers on one of our commuter routes. We find that new drivers are naturally more cautious, and it takes a couple of weeks for them to build their confidence, learn the roads, and get used to travel patterns at different times of the day. Even an experienced driver in an unfamiliar vehicle will slow down for safety and a smooth journey. We apologise for any delay it may cause you in the meantime, and ask you to please be gentle with them!

As well as learning the various routes, the driver training includes microphone skills, so they can make clear announcements in case of heavy traffic or rain delays. We continue the training with a ‘message-of-the-week’ poster on an A-board in the depot as well as going on regular refresher training courses.

It’s not easy to find and keep good drivers. Apart from driving the coach, we expect them to always be on time, wear a tie, clean the coach, and look after our customers properly.

We know some commuters don’t like it when their driver changes, but it’s a tough job, and it’s normal in our industry to have a turnover of 30% - 40%. Obviously, we can’t share the details of employee relations with our customers. We can tell you that some drivers don’t like the stress levels and quickly choose to leave, while any who are under-performing go through a series of appraisals. We train, protect and support them, but if they don’t keep up our high standards, they have to leave.

Ticket Collectors

On each coach, a volunteer passenger checks all the season tickets, sells any other tickets and gives the money to the driver.

It speeds up the service and we appreciate the service they provide. Of course, every ticket collector is an individual, and they all fulfil the role in their own way.

It’s great if the ticket collectors choose to serve our customers with coffee. But it’s not compulsory! Passengers are free to see the driver and get their own coffee if they wish.

Hoorah for the School Holidays!

When the kids are off school, the traffic is generally a lot lighter, and many people catch a later coach in the morning. We find they still leave work at the same time, but with reduced journey times, we all get home more quickly. The weather at this time of year is usually better, with less rain (we hope!). And it’s not so dark in the mornings and evenings. All in all, it’s the best time of year to travel.

Let’s enjoy it before the schools go back, the clocks go back, and the busy Christmas shopping period begins!

Question and answer

Q. “The new coaches you have added to your fleet are very good, but the leg room lets them down.”

A. We recently bought 10 new coaches which were supplied to us with industry-standard seating. They meet legal minimum requirements, and other coach operators may be happy to use them. However, the comfort of our passengers is important to us, and we have now taken out a pair of seats in every new coach, to increase the leg room available.

Customer Comment

“Thank you for your newsletter and for keeping us informed. I have every praise for you guys and appreciate the difficulties you must face on a daily basis. As a Canary Wharf commuter, I am fully aware of the daily traumas and delays that hacking to/from London entails, but it bothers me not. For many years I have endured the alternatives, but I am now well on to my fourth year travelling with The Kings Ferry and I won’t be going back. So keep up the good work, long may it continue, and thank you for all your efforts”

(Name Supplied)

Contacting our Commuter Department

Phone: 01634 265510.

To speak to us outside normal office hours, press 1 for ‘Commuter Services’, then press 1 again for ‘Today’s Services’. We’re here from 4.30am to 8.00pm, Mondays to Fridays.

Post: The Kings Ferry Ltd, The Travel Centre, Gillingham, Kent ME8 6HW

Email: sales@thekingsferry.co.uk

Fill in the contact form at www.thekingsferry.co.uk

Fax: 01634 370656

We look forward to hearing from you.