2. Bus consistently arrives late, app is terrible and worst of all they charged me 375 for a brand new pass when I lost my old one.

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1 Lost bus passes 1. I lost my bus pass a couple of months ago. I had heard that Stagecoach would replace them on a case-by-case basis so I wrote to them to explain the situation, giving them us much detail as I could. They wrote back asking if I could provide a crime report or evidence that I had had to replace other items in my wallet, but I explained that my pass had been in a travel wallet by itself and I had lost it by accident. They then didn't respond to me for over a week (during which time I had to keep buying daily bus tickets) by which time I prompted them and the same day was told they would refuse to replace it without the required evidence. The manager then had the nerve to thank me for my honesty even though she was making clear I should actually have been dishonest - I could easily have replaced one of my bank cards just to get my bus pass back. I appealed to them once more but the manager said there was nothing they could do, despite the fact that the decision was completely up to them. Stagecoach is both greedy and incompetent with this policy, and it makes my blood boil that I have had to buy a new bus pass from them when the service they provide is so disgraceful. 2. Bus consistently arrives late, app is terrible and worst of all they charged me 375 for a brand new pass when I lost my old one. 3. Lost my bus pass in Term 1 and it won't be replaced for a minimal cost. When I'm having to list an inability to afford to come into university since I can't afford to buy a new bus pass as a reason for missing my seminars, then clearly Stagecoach don't care about us students at all. And contrary to their statements, upon reporting my pass lost I was told by multiple Stagecoach employees that policy is now no longer to issue replacements - zero consideration or review, just a blanket refusal. 4. I misplaced my pass 4 days before their new policy. I was waiting to buy a new pass due to it hopefully being handed in (which occurred 2 weeks later) - when I went to try get my replacement I was informed that the policy had changed due to students being fraudulent, selling one of their passes off and keeping the other. It's not us being fraudulent - it's the bus staff being lazy. If they were to check that the student number on the pass matched with their student card, instead of stopping replacements, they would have the same effect, and keep the students happy! 5. This is a poorly run service who seem to be out to rip off students rather than provide a good service which ultimately would be more profitable. The replacement for the pass costing the same as a full 3 terms is absolutely incredulous and a horrendous way to incentivise students to utilise your bus services. I don't see how this is allowed and it seems like a nasty way of making money off unfortunate students - if you lose your bank card you don't have to pay the worth of your account to reclaim it. Also, the bus times are very inconsistent, the amount of times I've had to take a bus far too early to arrive, and still arriving late is ridiculous. More U1s are needed in the morning to make 9ams. 7. saying merely that the policy had that day changed. When I eventually got through to head office on the phone I asked (very politely) why it had changed and was given back a torrent of extremely unfriendly, angry advice from a woman who seemed to think that students were the scum of the earth. All she repeatedly stated was that if I'd put insurance on a

2 8. It is absolutely unfair that we have to pay 301 again for a lost bus pass. 9. I can't afford the 301 for a bus pass; each year I have to ask my grandparents, which is humiliating. I work two part time jobs at uni. I live in constant anxiety of losing my pass, and when I thought I had lost it I burst straight in to tears because I didn't know how I'd cope replacing it. If I'm going to have to pay that amount, the buses should at least turn up with enough capacity so I don't have to wait at the top of the Parade for one with space. 10. In terms of lost passes, it is a joke - my friend and flatmate who struggles financially had to stay at home some days of the week, missing contact hours, and use of the library, because she lost her pass and was unable to afford daily travel into university, let alone a new bus pass. 11. I lost my Unirider pass at the start of Term 2 last year, and after making every effort to find my pass, I was dismayed to find that it would cost me in excess of 300 to replace it. I went into the shop multiple times to try and get it replaced but was rebuffed each time. This to me is ludicrous: not only is there almost no cost to Stagecoach to replace the pass, but there was also never any chance that I would pay this amount twice in a year. Stagecoach s defence of this policy, based on the possibility of student deception, does not fly with me. There are many simple, cost-effective solutions which they could implement to combat this, such as microchipping passes or introducing a contactless payment system on their buses.there is no technological barrier to be overcome; both of these systems are already in place elsewhere in the country. Stagecoach believe that they hold a monopoly over students at Warwick, and therefore can get away with extortionate and unjustifiable charges, whilst simultaneously running a service that is often highly criticised for being ineffective during peak times, and sparse during vacation periods. 12. I lost my bus pass and was told there was no chance of it being replaced and so switched to termly bus passes as I felt it was too risky to buy another multiple-term one. This cost me far more per term than a multi-term one would have cost me, on top of the huge fee I d already paid for my initial 3-term bus pass. Outrageous! 13. I lost my three-term bus pass right at the beginning of third term and when I went to the office was told they no longer replaced lost bus passes by the extremely hostile woman in the office. When I referred their own wording on the policy to her, asking for my case to be reviewed by a more senior manager, she got quite angry and told me there was no chance my bus pass would be replaced and I shouldn t keep asking. I was forced to buy individual bus tickets for the rest of term which was both inconvenient and costly. They say that they have resolved the majority of cases and been able to replace passes after the cases are reviewed but I was given no chance to speak to anyone senior and when I tried to argue my case I was treated with open hostility.

3 Timetabling/overcrowding: Testimonials Buses stop too early and make me not want to go out on campus! At the stop by Ranelagh Terrace the times shown do not match bus times. Live times are needed. The bus is always full and always late. The U12 should run for a shorter time. It is not necessary at 8.20 to have this as it is clear that the A46 is not blocked with traffic. I spent four years taking the U1 to and from Leamington. I consistently struggled to get on full buses in the morning and it became the norm to have several full buses drive past Gibbet Hill in the evening, leaving me stranded for over an hour most of the time. the bus times are very inconsistent, the amount of times I've had to take a bus far too early to arrive, and still arriving late is ridiculous. More U1s are needed in the morning to make 9ams Waiting for an hour to get a bus for a 9am lecture, while the first stop opposite Parish Church has at least a hundred people waiting. Then a single decker bus turns up. There needs to be a double decker service AT LEAST every 10 minutes. Being crammed in like sardines on a bus getting to campus for 9am lectures - MORE BUSES NEED TO RUN AT THESE VITAL TIMES. Terrible service, never on time. The buses are too crammed, they need to send buses more frequently Just wanted to let you guys know or my experience in first term this year with Stagecoach. Most of the issues were in the first few weeks of term in my first year. I would catch the bus at the top of the parade and often would be waiting more than hour in the first week for a bus to actually stop and not be full. We rang Stagecoach several times and got told there were no more buses, most people missed lectures and other events. If you did manage to get on a bus, you would be packed in like sardines. I have severe ligament damage to my knee and often need to sit down in the accessible seating that is always full. You would get to uni multiple hours late and then I would struggle to walk due prolonged standing and being shoved about. They are aware that every year demand is much higher at the start of the term earlier in the day, but they don't put on any extra services. It's unfair with how much we pay and they know we have no other option. No consistency or regard for when students will need the bus the most. A more frequent service is needed on a Wednesday night before one of the biggest Students Union nights of the week, but every week there are queues of people waiting for a bus which they are unlikely to get on, and which will make them late. When the Real Ale society needed more buses, they apparently got in touch with the provider who allowed for more buses to run that night to allow people to get back. The same needs to be done for other SU nights. Being stranded on campus after the last bus to Leam on a Wednesday night after Pop, as EVERYONE wants to get on that bus a better night service is needed.

4 Stagecoach does not adapt its bus schedule for Term 3...it is clear that the vast majority of students will have to be at campus for morning or afternoon exams, so additional buses should be deployed. At least one or two U1 buses should leave Leamington before 9am to allow quick travel to campus for 9am seminars. I think the service is, in general, good. However, it is awful in the evenings - from 5pm onwards there are never any buses towards the university. It's a joke. It is a vital time to get in too, either for guest speakers or social events. I needed to get from Leamington back to campus one evening in July. I'd looked online and the last U1 bus was due at around 9.30pm. The rain was unbelievably heavy and it was a dark and miserable night, I had no coat only a flimsy umbrella. I got to the stop at the bottom of the parade in plenty of time, only to have this LAST bus drive straight by me. It is truly ridiculous that out of term time the buses are so infrequent and the drivers so rude. I was soaked, alone and cold. Never enough buses when they are most needed! The last Friday of the first term in 2016 I planned to get U1 home to campus. I left the Assembly Rooms well before the third-to-last bus of the night. That bus did not turn up, nor did the bus after that, nor what was meant to be the final bus. I waited for well over an hour and nothing turned up. Fortunately my friend kindly waited with me and leant me money for a taxi, as I had none; otherwise I would have been penniless and stranded in the early hours of the morning. We pay an extortionate amount for the bus as it is, then on top of that I had to pay for a taxi. Your service is unreliable and appalling, and you have no right to charge the prices you do for the poor service you provide. On top of that, it is entirely unfair that you will no longer replace lost bus passes for free - students have to deal with enough costs as it is. I am fed up of sitting at the bus stop for half an hour with a bus sitting at the previous bus stop, then the next bus coming along and doing a loop of the campus (which it only does 1 in 10 times) before picking us up. Only then does that previous bus leave with absolutely nobody on it! This makes absolutely no sense and is so frustrating when the bus driver at the previous stop won't even let you get on the bus that is ready while it is sitting there. I used to live in north Leamington in my third year. Having to get the bus in to either a 9 or 10 am lecture usually ended up with several buses driving past but one time was even worse than the usual, awful service. 10 buses drove past me, mostly single-decker buses for which is a peak time to travel. I ended up being so late i missed my first 2 lectures of the day.

5 Far too many late buses in the morning and drivers who are rude to students who have waited for double the time they should have - have honestly made the Stagecoach bus service the worst part of my Warwick experience and I am glad I have just graduated so I will never have to board a U1 ever again. They're a bunch of liars, and an absolute disgrace. Stop taking us for a ride indeed. Over and out. Vacation services As a PhD student who has to use Stagecoach during vacation, I feel I have an extra right to rage. The timetable outside of term-time is an absolute joke. In the morning, during rush hour, they have buses at 8:09 and 8:10 and then nothing until 8:45 - even though buses are every 15 minutes after that! It makes absolutely no sense that buses become more regular after rush hour. I have written to Stagecoach about this and then every vacation timetable is released and it's the same. Then there's the fact that buses regularly do not turn up during the vacations, and when there's only one or two an hour it can completely ruin your travel plans. A few days after term ended, I was going back to Leamington after spending time on campus and I ended up outside in the freezing cold at the interchange for almost an hour waiting for a bus. The out of term-time bus frequency is ridiculous.