Locals ‘left stranded’ by reduced and unreliable bus service

Two of First West of England’s bus services have been met with mounting frustration from locals over the past few years.

The 3 and 4 routes, which run between Cribbs Causeway and the city centre, are a key mode of transport for many residents in the north west of Bristol.

But since a stripped back timetable was introduced in 2020, locals say repeated cancellations have left them stranded, with many complaining that almost half of the buses don’t turn up at all.

Shirehampton resident Samantha Dixon is fed up with her local bus service, and believes there should be fines for delayed buses like flights.

She told Bristol24/7: “I cannot begin to tell you how utterly, utterly appalling the 3/4 bus service is – never mind the lack of late-night service, the day service is a disgrace.

“Thank goodness I don’t rely on the bus to get to work, but for leisure I’ve often found myself waiting for well over an hour despite the app and the board saying one is due in x minutes. And it just doesn’t turn up and drops off the board. And then the next one doesn’t turn up. And the next. How do people ever meet their appointments with this as our bus service?”

The 3 and 4 bus route is key for the north west of Bristol – photo: First Bus

Elena Ravelo, who lives and works in Shirehampton, describes the bus situation as “absolutely unbearable”.

She added: “Elderly people in the village are already starting to avoid going anywhere just so they don’t have to suffer this situation every time they try. This wouldn’t happen if it was Clifton, they are isolating a working area because they couldn’t care less about us.”

Previously the 3 and 4 bus service was the only form of public transport for locals which ran past midnight, with the Portway Park and Ride service ending at 8.30pm and the local train service finishing at 11.57pm.

But since the pandemic, First Bus has stopped the late-night service for the 3 and 4 buses, which now finish at 11.49pm instead of 2.45am.

Jamie, who lives on Nibley Road in Shirehampton, feels isolated without the late night service.

He said: “It’s been very disruptive to my life – the 3/4 bus was my only way home after nights out in the centre, now I have to rely on taxis which are completely unaffordable. I used to work late shifts on Park Street, which would be impossible now without the late bus service.”

While Shirehampton resident Caroline Cole believes First is not doing enough for its customers in north west Bristol.

She added: “It’s shambolic. Before Christmas I complained as I was stranded at Cribbs Causeway for 2 hours and nearly lost my job due to buses being cancelled numerously. They sent me a Love2shop voucher for £5 months after my complaint. I pay £78.00 a month to use a bus service which does not meet the needs of the public.”

Locals claim the unreliable 3 and 4 buses are hindering their lives – photo: Ella Calland

When asked about the disruptions to the 3/4 bus service, First West of England said that labour shortages are the root of the problem.

A spokesperson said: “Where cancellations happen on services 3 and 4, or of course on any service, we are very sorry for the impact this has on local residents. We are doing everything we can to maintain a reliable network of services that supports our customers and our communities.

“We continue to plan our networks on an ongoing basis using the latest real-time data and technology available, balancing customer demand and resource(s) to deliver reliable services.

“Based on this data, coupled with ongoing driver shortages, we have had to make tough decisions about what we can reliably operate, which includes – as with services 3 and 4 – how long into the night we can keep running services.  When resources allow, we will look to add additional buses where the need is greatest, whether to evening services or at other times of the day.”

The bus operator also apologised for slow responses to complaints.

The spokesperson added: “We have recently experienced similar staffing issues with our contact centre, together with higher than normal levels of enquiries coming through, and we can only apologise if we take longer than usual to respond to customers. We are working hard to recruit drivers and support staff to rectify these issues.”

Don Alexander is the Bristol City Council cabinet member for transport – photo: Martin Booth

Regarding criticisms for how Bristol City Council has dealt with complaints, Don Alexander, the local councillor for the Avonmouth and Lawrence Weston ward and cabinet member for transport, said he is also very frustrated about the situation as a bus user himself.

He continued: “However, Bristol City Council isn’t the Transport Authority, WECA is. I have long argued that public transport should be a service and not run primarily for profit but neither myself nor WECA have the power to change the law on this unfortunately.”

West of England Combined Authority (WECA) took over the authority on bus routes from Bristol City Council when it was formed 2017.

West of England metro mayor Dan Norris says he is investing in recruitment with bus companies – photo: WECA

When contacted for comment on the matter, WECA metro mayor Dan Norris, said: “I understand passengers are frustrated, and worse, angry, at the delays, cancellations and so-called ghost buses.

“When I raise the problems on the 3 and 4 with the bus companies, the number one thing they tell me is that there is a driver shortage. They have over a hundred vacancies and covid hasn’t gone away in public facing roles so there are more cases of driver sickness.

“To fix the driver shortage, I’m investing in training and recruitment with bus companies. But it’s not a short-term solution. The bus companies say reliability will improve in October, but the proof will be in the pudding. I’m determined to work closely with the bus companies, so passengers get much, much more accurate information and a better service. That’s what Bristolians need and deserve.”

Ella Calland is reporting on Shirehampton as part of Bristol24/7’s community reporter scheme, a project which aims to tell stories from areas of Bristol traditionally under-served by the mainstream media

Main photo: Ella Calland

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