UK Bus Awards: The Big Book of Big Winners 2024

THE BIG BOOK OF BIG WINNERS 2024

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Welcome to Te Big Book of Big Winners 2024. Tese awards are about the people who make the diference in a people-focused industry, says Alan Millar, Chair of the UK Bus Awards

The UK Bus Awards celebrate excellence, recognising and rewarding the inspiring achievements of individuals, operators, transport authorities and partner organisations who have raised the quality and broadened the appeal of bus and scheduled coach services across all the UK and Channel Islands.

Tey are about the people who make a diference in a people-focused industry. Te award winners are standard bearers for public transport excellence, living examples of an industry that is innovative and adaptable, cares about the needs of its diverse customers, looks afer and develops the people who work in it, embeds itself in the communities it serves and is dedicated to reducing its impact on the environment.

Crucially, the winners come from all sectors and levels of the industry: operators ranging from the largest international groups to family-owned independents; decision makers at director and senior management level, but also drivers, engineers, cleaners, supervisors and critical backroom staf who do so much to ensure that the public receives the service it rightly expects; young talent with fresh ideas and ambition to develop them into leaders of the future, and those with decades of accumulated knowledge and experience; garage teams who work together to achieve results. And not least the special individuals who over an ordinary day have performed extraordinary heroic deeds to help others and even save lives.

Tere are splendid examples of the work being done to make bus services simpler to use, with better understood fares and ticketing, faster journeys and timetables restructured to meet the needs of key groups of users. And there are winning initiatives where operators have made a special efort to engage with groups of users and potential users in wider society.

Once again there was a gratifyingly large increase in the number of entries for this year’s awards, presenting our expert judges, interview panels and mystery travellers with a wide feld of candidates to consider. Te quality of entries was high, too, leading to some passionate debates and difcult decisions in determining who should win and which of the winners should be awarded a Gold, Silver or Bronze. Te diferences between some of the best were wafer thin.

For a second year, we have rewarded achievement against one of the biggest challenges that this highly labour intensive, customer-facing industry continues to face: the recruitment and retention of critical staf, especially drivers and engineers.

Te winners have challenged past practice, demonstrating a willingness and ability to

seek out new sources of labour, to be creative and imaginative in how they sell the idea of a career in the industry to those who might not have considered it before, and — crucially — have adapted their conditions of employment so that these new recruits are happy to become long-term industry employees.

Te industry is in a process of constant change, this year’s fnalists have demonstrated their ability to adapt to new circumstances, confronting the challenges and seizing the opportunities that they present, such as the £2 — soon to be £3 — maximum fare across much of England, free travel for under-22s in Scotland and the move to franchised operation by authorities with an elected mayor, starting in Greater Manchester.

We can be confdent that the people who work so hard to deliver services will rise equally to that challenge when the Better Buses Bill passes into law and extends the franchising option to all local authorities in England, and parallel moves are made by the governments in Scotland and Wales.

With quality a key criterion in awarding contracts in a franchised regime, awardwinning standards are just as important in this new environment as they are in the deregulated world, as indeed they already are in the regulated London and Channel Islands markets.

If you are one of the winners or shortlisted fnalists, then hearty congratulations on your achievement. You have every reason to be proud of your success. If you are one of the others, we hope you are inspired by what they have achieved and are moved to emulate them within your own organisation. For that is above all what the UK Bus Awards is about: acknowledging high achievement and adding to the body of good practice that everyone can build upon for the future.

And if you think you already do some things better, please do not hide your light under a bushel. Be proud and tell the world and start of by entering next year’s UK Bus Awards. We will call for entries in the spring but start preparing now and help the industry to continue driving up its standards by being the model that others will want to follow.

Tat is what the UK Bus Awards are all about. Be part of it.

BOARD OF DIRECTORS

Chairman & Convenor of Judges: Alan Millar

Event Director: Jamie Cash

Non-Executive Director: Chris Cheek

TEG Chairman: Giles Fearnley

PROFESSIONAL ADVISERS

Accounts: Emma Steele

Administration: Rebecca Worrall

PR and Social Media: Andrew Garnett

Sales Consultant: David Warrilow

Event Catering: Searcys Events

Event Production: Paul Ashlee (Awesome

and the team at Troxy, London Awards Host: Jane Hill

Announcer: Dean Lydiate

Te UK Bus Awards 2024 - Te Big Book of Big Winners - has been produced by Passenger Transport magazine.

Designer: Keith Simpson (keith@one-creative.com)

Distribution: Courtesy of BUSES, Coach & Bus

Te Chris Moyes

Tis publication and the UK Bus Awards logo is copyright © Te Bus Industry Awards 2024. All rights reserved. No part of this publication may be reproduced in whole or in part without the written permission of the publisher.

Te Bus Industry Awards Ltd, organisers of the UK Bus Awards, 26 Tilekiln Lane, Hastings TN35 5EN Telephone: 0300 010 3450 Email: admin@ukbusawards.org.uk Web: www.ukbusawards.org.uk

BUS HEROES

Assisting those in need, providing life-saving CPR and providing aid to Ukraine, it’s all in a day’s work for the UK’s bus drivers. Let's meet our 2024 Bus Heroes

JOHN FRY

In November, First Bus Glasgow driver John Fry saved a passenger’s life afer she collapsed on his bus near Kelvingrove Art Gallery. Realizing her breathing had stopped, John performed CPR, continuing even afer paramedics arrived. His swif actions kept her alive until she could be moved to the hospital nearly two hours later, demonstrating exceptional frst aid skills and composure.

LENNY DANCE

During a busy shuttle service at Cheltenham Racecourse, Stagecoach West Quality Inspector Lenny Dance found a man collapsed on a bus. Following emergency instructions, Lenny performed CPR on the man, who had sufered a heart attack. Tanks to his calm response, the man, celebrating his 70th birthday, survived and can enjoy many more milestones.

AMANDA OGLESBY

Nottingham City Transport driver Amanda Oglesby intervened during her late-night service in June, fnding a young woman

unconscious at a stop. Afer ensuring she was breathing, Amanda and passengers called an ambulance and helped revive her. Amanda’s quick actions likely prevented a life-threatening situation.

JAMES ELSEY

Arriva driver mentor James Elsey stepped in during an altercation between passengers in London, protecting a female passenger from a male aggressor. He restrained the man until police arrived, ensuring the safety of those on board.

TRANSPORT UK LONDON BUS

Last summer, a team from Transport UK London Bus delivered a donated bus flled with humanitarian supplies to Ukraine. Drivers Piotr Maslag and Serhiy Lepsheyev, engineer Reece Wharf, and Ian Sutton joined a convoy of 50 vehicles. Tey were met at the Ukranian border by Commercial Director, Alastair Willis and Managing Director, Jon Eardley. Afer a fve-day journey, the bus reached Kharkiv, where it now serves the community.

CHRIS CHEEK RECEIVES ACHIEVEMENT AWARD

In September, the Bus Centre of Excellence presented its inaugural Lifetime Achievement Award to Chris Cheek. While unable to attend the initial presentation, Chris received the award at the UK Bus Awards ceremony, where it was presented by Leon Daniels, Chair of the Bus Centre of Excellence Advisory Board.

John Fry

Lenny Dance

James Elsey

Chris Cheek

Amanda Oglesby

Transport UK London Bus

UK BUS OPERATOR OF THE YEAR

Te winner of the UK Bus Operator of the Year will be selected from the highest-scoring contestants of the Top City Operator, Top Independent Operator and Top Shire Operator Awards. Separate entries are therefore not sought for this category. Please enter one of these three award categories. In selecting the overall winner, the UK Bus Operator of the Year, judges will consider the diferent circumstances of operators of varying sizes and operating terrains in reaching their overall conclusion. Mystery traveller assessments will be important and may well be a deciding factor.

GOLD WINNER

NOTTINGHAM CITY TRANSPORT

Nottingham City Transport continues to innovate with initiatives like the frst multimodal, multi-operator contactless scheme outside London and the world’s largest feet of gas-powered double-deckers. Tis year, the company began replacing its single-deck feet with high-spec electric vehicles, featuring air conditioning and full-colour destination displays, further enhancing the customer experience. Tese new vehicles are expected to be well-received and support the company’s already strong customer satisfaction score, which ranks third nationally according to Transport Focus. Our mystery traveller observed the high standard of vehicles, the availability of printed timetables, and helpful audio announcements.

Te traveller also noted several examples of excellent customer service, including ensuring passengers boarded before a driver change and adapting to a blocked bus stop by pulling up closer to the curb to make

boarding easier for elderly passengers while keeping the road clear for others.

Te winner is ultimately decided by the mystery travelling scores, and this year, NCT’s scores easily surpassed the scores of all other operators in the respective categories.

SANDERS COACHES

Since being named Top Independent Bus Operator in 2023, Sanders Coaches Ltd has focused on expanding and improving its services across North Norfolk. Despite industry challenges, the company has consistently increased passenger numbers. To support this growth, Sanders has modernised its feet, introducing three new Enviro400s for the X44 route and additional single-deckers for rural and Norfolk Broads routes, reducing feet age and boosting sustainability.

In addition to feet upgrades, Sanders Coaches has worked on enhancing its route branding and marketing, partnering with Jump-On Marketing to improve promotional materials. Tey’ve also collaborated with GRM Mapping to update nearly 100 roadside timetable cases, ensuring passengers have

easy access to accurate information. Trough the BSIP scheme, Sanders Coaches has improved service frequencies, introduced new routes, and extended evening travel.

BRONZE WINNER

READING BUSES

Reading Buses continues to strengthen its role in connecting local communities, collaborating closely with authorities and stakeholders to enhance services. Over the past year, the company has achieved solid fnancial growth, with a 25% increase in revenue, allowing for reinvestment in new vehicles, expanded routes, and service improvements.

Te BSIP initiative with Reading Borough has secured signifcant funding. New services like 'Buzz' were introduced, and partnerships with local authorities supported initiatives such as free Christmas bus travel and a new park-and-ride service at Royal Berkshire Hospital, which boosted ridership.

With ongoing investments in low-carbon vehicles, contactless payment systems, and staf recruitment, Reading Buses is positioned for continued growth and enhanced service delivery in the future.

SILVER WINNER

Nottingham City Transport

Sanders Coaches

Reading Buses

TOP CITY OPERATOR

Sponsored by

ITis Award is open to operators of registered local bus services based in, or operating wholly or mainly in the city region areas and other major cities or conurbations with populations of over 250,000 and a population density greater than 15,000 persons per hectare. Te judges seek exceptional bus operators demonstrating broad accessibility, community engagement, sustained growth, signifcant investment, fnancial stability, innovation, and a strong focus on health and safety. Tis year, emphasis is on post-pandemic eforts to re-engage customers.

GOLD WINNER

NOTTINGHAM CITY TRANSPORT

With innovations such as the frst multimodal, multi-operator contactless scheme outside London and operating the world’s biggest feet of gas powered double deckers, there’s always something new at Nottingham City Transport. Tis year it began the process of replacing its single deck feet with hi-spec electric vehicles featuring air conditioning and full colour destination displays.

No doubt these vehicles will be appreciated by its customers and help increase what is already the third highest Transport Focus customer satisfaction score nationally.

And our mystery traveller was impressed too. He noted the high standard of vehicles,

wide availability of printed timetables, and some helpful audio announcements telling passengers what they might want to alight there for. He also noted several examples of good customer service including getting passengers on board before changing drivers; and fnding that the bus stop was blocked by a parked car, pulling in further ahead so that the vehicle was parallel and close to the kerb making it easier for older customers to board, and not block the road for other users.

Te judges agreed that NCT has been consistently good and a worthy gold winner.

SILVER WINNER

BRIGHTON & HOVE BUSES

Brighton & Hove Buses has earned several accolades, including the DfT's Level 3 Inclusive Transport Leader award and Level 2 Disability Confdent Employer from the DWP. Te company pioneered an accessibility culture, integrating inclusivity into change management, and repurposing its high street travel centre with a life-size model bus for building travel confdence.

Brighton & Hove Buses has led several initiatives, such as introducing Google Wallet for journey tracking, running recruitment campaigns for Ukrainian refugees, and expanding customer service hours. Over 20 years, it has raised £417,000 through its Santa Bus charity.

With an investment of over £100k in training, the company has trained 234 drivers in industry-leading, actor-led flm to promote good driving behaviours. In partnership with East Sussex County Council, it has increased

service levels and reduced car usage. A new feet of 44 buses features dementia-friendly upgrades, contributing to a 31% increase in passenger numbers on Regency routes.

BRONZE WINNER

LOTHIAN

BUSES

Lothian Buses had a strong year in both operations and fnancially, serving over 110 million customers in 2023. Te company received the Gold Employer Recognition Scheme Award from the Ministry of Defence for its commitment to hiring ex-Armed Forces personnel. Edinburgh Bus Tours maintained its fve-star rating from VisitScotland, and the CitySightseeing Edinburgh Tour was named the top operator globally.

Lothian also achieved a milestone of 100,000 daily 'taps' with its 'TapTapCap' contactless payment system during the Edinburgh International Festival. Customer numbers have rebounded to over 90% of pre-Covid levels, with a 17.9% increase in revenue. In early 2024, Lothian returned £3.2 million in dividends to shareholders.

Te company invested £24 million in 50 electric buses to support its 'Driving Towards Net Zero' strategy. Internal surveys showed high employee satisfaction, with 85% proud to work at Lothian. Lothian also trained 450 drivers, achieving a 94.6% pass rate.

FINALISTS

n Diamond Bus North West n First Glasgow n Stagecoach Manchester

Nottingham City Transport

Brighton & Hove Buses

Lothian Buses

TOP SHIRE OPERATOR

Sponsored

by

Tis Award is open to bus companies operating service networks wholly or mainly outside the major conurbations. Te judges are looking for high quality bus operators and this year paid particular attention to what operators have done to encourage customers back onto the bus since the pandemic. In selecting the overall winner, the UK Bus Operator of the Year, judges will consider the diferent circumstances of operators of varying sizes and operating terrains in reaching their overall conclusion. Mystery traveller assessments will be important and may well be a deciding factor.

GOLD WINNER

READING BUSES

Reading Buses connects people and places every day, working closely with local authorities and stakeholders to provide the best local transport service. Over the past year, the company has seen strong fnancial growth, with revenue increasing by 25% and proftability rising due to careful cost management. Tis success has enabled reinvestment in new vehicles, improved services, and expanded routes.

Key initiatives include the BSIP with Reading Borough, which attracted signifcant funding and led to the launch of the afordable Reading All-Bus ticket. Tis, along with the £2 government fare, has helped families during the cost-of-living crisis. Te company also introduced new services, like 'Buzz,' and worked with local authorities to ofer free Christmas bus travel. Additionally, a new park-and-ride service was launched at Royal Berkshire Hospital, increasing bus ridership. With continued investments in lowcarbon vehicles, contactless payments, and recruitment, Reading Buses is well-positioned for future growth and improvement.

Describing Reading Buses as a consistently good operation, the judges also praised various innovations including persuading three local authorities beyond the town to ofer free Christmas bus travel instead of free parking. And the mystery traveller was impressed too, so a worthy gold winner.

SILVER WINNER

GO SOUTH COAST

Go South Coast is committed to continuous improvement for its customers. In 2023, over 2,200 CPC training sessions were held, focusing on accessible travel, health and safety, and confict resolution. Te company works closely with disability groups,

including Guide Dogs for the Blind, to ensure that all passengers can travel with confdence. Tirteen managers completed an 8-month leadership training program, enhancing skills in areas like diversity, performance management, and problem-solving.

Te company invested £7.7m in 28 new buses for the Morebus M1 route and another £6m for the M2 route, with additional buses planned for Southern Vectis and Bluestar. ZEBRA funding has secured £24.1m for 45 new buses.

Customer satisfaction remains high, with Morebus scoring 90% for overall journey satisfaction. Passenger numbers have grown by 30% since 2013-14, outpacing industry trends. Strategic partnerships and a focus on service improvements help drive this growth.

BRONZE WINNER

LIBERTYBUS

LibertyBus is committed to supporting the local community, with a particular focus on training vulnerable groups. Tis approach contributed to surpassing pre-COVID patronage levels in 2023, achieving 100% of those numbers with 5 million passengers in Jersey, despite no government subsidy. A strong partnership with the Government

of Jersey has enabled quick approvals for new fare schemes and services, driving the recordhigh service levels. In 2023, LibertyBus also introduced Jersey's frst electric buses, investing in feet upgrades and staf training, including IMI-certifed courses for operations and engineering teams.

Operational performance has been excellent, with 95% punctuality, minimal lost mileage, and a 100% PSV approval rate. Customer service remains a priority, refected in 125 commendations and high ratings on Google and TripAdvisor. Marketing initiatives, including the LibertyBus app and free travel events, helped engage the community, while health and safety standards remained a top priority throughout the year.

LibertyBus has been included in the list of fnalists for this category. While Jersey is not technically part of the UK, it is a Crown Dependency, with the UK government overseeing certain areas of policy. Te judges ultimately determined that the entry should be accepted.

FINALISTS

n Arriva Midlands

n Transdev Blazefeld

n Warrington’s Own Buses

Reading Buses

Go South Coast

LibertyBus

TOP INDEPENDENT OPERATOR

Sponsored by

Tis Award is open to operators of registered local bus services which are independently owned and with operators’ (‘O’) licences for up to 100 vehicles. In this context, ‘independently owned’ means not in the sole or majority ownership of a public limited company (plc), a local authority, or a holding company which owns three or more bus operating subsidiaries. Te judges are looking for high quality bus operators.

GOLD WINNER

SANDERS COACHES

Since being named Top Independent Bus Operator in 2023, Sanders Coaches Ltd has continued to strengthen its local network in North Norfolk. Despite industry challenges, passenger numbers have consistently grown, with daily records set on the BSIP-funded X55 service. Te feet has been modernised, with three new Enviro400s for the X44 route, additional single-deckers for Norfolk Broads and rural routes, and quality used buses, reducing feet age and improving environmental performance.

Collaborating with Jump-On Marketing, Sanders Coaches enhanced its route branding

and marketing materials. Tey've also worked with GRM Mapping to improve roadside information, adding almost 100 new timetable cases and refurbishing existing ones.

Trough the BSIP scheme, Sanders Coaches introduced several service improvements, including new and enhanced routes, better frequency, and later evening journeys. Recruitment remains steady, and their in-house driving instructor, the frst to complete the RTITB Bus Instructor course, has raised the standard of driver training.

SILVER WINNER

COACH SERVICES

Coach Services launched the "Breckland Beeline" service 90 in December 2023, ofering the frst direct bus link between Tetford and Norwich in over a decade. Te service operates fve daily journeys, with 930 passengers carried in the frst week. In December 2023, 3,800 journeys were made, rising to 4,065 in February and 4,299 in March, a 13% increase since launch. By April 2024, passenger numbers grew by 16% to 4,986, followed by a 9% increase to 5,430 in May.

In August 2024, a Sunday service was introduced, contributing to an 11% monthon-month growth. Despite concerns, there was a 5% increase in passengers on the Tetford to Bury St Edmunds route, and total journeys for the Norwich service rose by 72%

year-on-year by July 2024. Stafng levels have been maintained with an internal training program, and punctuality is on the rise, with 85% of journeys on time.

BRONZE WINNER

WHIPPET

Whippet, Cambridgeshire's oldest bus company, has seen a 33% increase in rural patronage since late 2022, with its Universal route in Cambridge performing above preCovid levels, achieving 4% growth in 2023/24. Tis success follows investments in feet modernization, including the introduction of electric buses, and the launch of a new brand and technology. A driver recruitment campaign in late 2023 added 18 new drivers, boosting operational mileage from 90% to 98%. Whippet’s pay increase, improved benefts, and staf engagement initiatives helped reduce turnover and maintain stafng levels. Te company’s rural feet now averages 10 years, and 74% of passengers are paying customers. New ‘tap-on tap-of ’ ticketing, launched in January 2024, has attracted new passengers. Te company boasts a 100% PSV pass rate and a punctuality rate of 83.54%. Lost mileage stands at 4%, and 108 complaints were recorded over the past year.

FINALIST

■ Grant Palmer

Sanders Coaches

Coach Services

Whippet

TOP NATIONAL BUS DEPOT

Sponsored by

Tis category is designed to recognise and reward excellence by a particular bus depot whose staf work together to deliver excellent services, maintaining high operational, safety and customer service standards, and which plays an active role in the community in which the depot serves. Particular attention should be paid to the objectives of the depot and how the team deliver services within the company’s objectives.

GOLD WINNER

DERBY (ARRIVA)

Arriva’s Derby depot, once struggling, has transformed into one of the company’s top performers. In 2017, it faced challenges including high lost mileage, low customer satisfaction, and high staf turnover. By 2024, under the leadership of site manager Raj Chander, it has turned around its

performance, excelling in key business metrics like punctuality and low lost mileage. Raj prioritised employee engagement, fostering a supportive and communicative work environment. Initiatives such as team training, staf recognition, and fun challenges, like the annual Driver Challenge, helped improve skills and morale. Te depot also introduced a Passenger Champions program, with staf experiencing journeys from a customer’s perspective, further enhancing service. Tis focus on valuing both employees and customers has led to reliable, punctual services, increased patronage, and improved proftability. Derby’s depot is now a model of success, with the team committed to continuing its growth.

Te judges noted the high scores in many of the metrics including a one hundred percent MOT pass rate, low lost mileage and few customer complaints.

SILVER WINNER

GRIMSBY (STAGECOACH EAST MIDLANDS)

Te team at Grimsby focuses on service delivery and customer satisfaction. In

2023/24, passenger journeys per complaint improved by 50%, rising from 6,568 to 9,829. Te engineering team consistently ranks among the top 15% of Stagecoach garages. Grimsby exceeded recruitment targets and assisted other locations, with a strong focus on staf engagement.

Open-door policies and regular informal events have boosted morale, fostered trust, and enhanced team cohesion. Over the past year, staf levels increased by 36, contributing to a 10 PVR expansion of services. Te depot has the lowest staf turnover in Stagecoach East Midlands at 12.2%, well below the industry average. Safety improvements are evident, with avoidable injuries dropping by 76%. Punctuality has also improved, with over 90% on-time performance. Grimsby’s community involvement includes the #AskForAngelStreet initiative for vulnerable passengers and charity fundraising, including donations and a Peak District challenge that raised £2,337.25 for Brain Tumour Research.

BRONZE WINNER CHESTER (STAGECOACH MERSEYSIDE AND SOUTH LANCASHIRE)

Chester Depot is a high-performing operation focused on exceptional service, safety, and community engagement. Te depot has consistently reduced lost mileage while expanding services by 30%, including new school bus contracts, a demandresponsive transport service, and an interurban route. Te DRT service is among the best-performing in the country. Chester’s team works collaboratively to ensure service continuity, with staf from all roles stepping in to cover disruptions. Te depot maintains a feet of well-kept vehicles, with cleaning standards consistently ranked among the best in Stagecoach MCSL.

Te depot prides itself on a customerfocused culture, building strong relationships with local passengers and responding to feedback to improve services. Employee engagement is a priority, with initiatives to promote safety, wellbeing, and job satisfaction. Chester’s involvement in local events, charitable fundraising, and sustainability initiatives further strengthens its bond with the community. Te depot continues to lead with a commitment to both operational excellence and community support.

FINALISTS

n Fenstanton (Stagecoach East)

n Foyle Street (Translink)

n Peterborough (Stagecoach East)

n St Andrew's (Stagecoach East Scotland)

Derby

Chester Derby

GOING FOR GROWTH

Sponsored

by

Since the pandemic when passenger numbers fell dramatically, increasing customer numbers and growing the bus network has never been more important. Tis new category is to recognise the eforts of bus operators, transport authorities and other bodies responsible for commissioning and operating bus services, that can show a demonstrable increase in passenger numbers. It might be growing the market as a whole, in a particular geographical area, along a specifc route, or growing a particular sector of bus passengers. Te growth might be over a short period or over a sustained length of time, but must be backed up by before and afer customer numbers.

GOLD WINNER

HEATHROW’S SUSTAINABLE TRAVEL ZONE

In response to the pandemic, Heathrow introduced the Sustainable Travel Zone (STZ) in 2022 to prioritise sustainability and improve the local environment. Following the Mayor of London’s extension of the ULEZ, Heathrow launched a “supercharged” STZ plan, investing millions to add 12 new bus and coach services and enhance 10 existing ones by August 2023. Tis expanded network aimed to fll gaps in public transport.

Te results have been impressive, with passenger growth on new and improved services, including:

■ 54.9% increase on Flightline 703 (Bracknell/Slough to Heathrow)

■ 84.1% increase on Beeline A4 (Slough to Heathrow)

■ 90.0% increase on Carlone 442/X442 (Staines to Heathrow)

■ 111.1% increase on Flightline 102 (High Wycombe to Heathrow)

As a result, Heathrow’s public transport mode share rose from 41.47% in 2019 to 44.77% in 2024. With further potential for growth, the STZ is a model that could be replicated across the UK.

Te judges liked the goals set and how Heathrow produced a clear strategy to achieve them, which have proved to be very successful.

SILVER WINNER

LIBERTYBUS

LibertyBus, owned by Tower Transit, has operated Jersey’s public bus service since 2013, with a feet of 78 vehicles. Afer a sharp decline in passenger numbers from 5 million in 2019 to 2.2 million in 2020, recovery began

in 2022 with 4.1 million passengers. Te goal for 2023 was to reach pre-COVID levels.

To achieve this, LibertyBus focused on service enhancements and marketing, guided by customer and stakeholder feedback gathered through surveys, meetings, and direct input. A three-step process of identifying, costing, and assessing initiatives ensured improvements were aligned with commercial, operational, and social value.

Te approach led to a record high number of services in 2023, adapting to changing travel patterns. Key initiatives included the LibertyBus app, free travel events, and scenic journey promotions. Tese eforts helped LibertyBus surpass pre-COVID patronage levels, achieving 5 million passengers in 2023 without government subsidies.

BRONZE WINNER

BRECKLAND BEELINE

(COACH SERVICES)

In December 2023, Coach Services Ltd launched the ‘Breckland Beeline’ service 90, the frst direct bus route in over a decade between Tetford and Norwich. Operating fve daily journeys using a brand-new double decker in each direction, the service covers 29 miles in 55 minutes, with stops in

Attleborough and Cringleford.

Te launch exceeded expectations, with 930 passengers in the frst week. A strong community engagement campaign, including social media posts and targeted marketing, helped boost awareness. By March, passenger numbers had increased to 4,299, a 13% rise from the start.

In response to growing demand, the service expanded to seven round trips per day in April, with further growth in passenger numbers. By June, monthly journeys reached 5,867, a 72% year-on-year increase. Tis success has also seen a rise in passengers on the Tetford to Bury St Edmunds route, demonstrating the service's community value and sustainability.

HIGHLY COMMENDED

■ More buses, new tickets, new buses, new look! (Portsmouth Buses Partnership)

FINALISTS

■ 54 and X55 (Sanders Coaches)

■ Cheltenham 94/94X (Stagecoach West)

■ FlixBus

■ Te X10 De Havilland Express (Uno Bus)

■ Whippet

Sustainable Travel Zone

LibertyBus

Breckland Beeline

ENVIRONMENTAL INNOVATION

Sponsored by

Although the bus is intrinsically a green form of travel, the industry has made great strides to improve its environmental credentials even further. In recent years there has been a huge investment in new electric, CNG and hydrogen powered buses as the industry switches away from pure diesel propulsion. Now the environment category moves into the next phase as we search for innovative environmental initiatives. We’re not looking for a scheme that introduces a feet of electric vehicles, but a project that brings something new – or new to the bus industry – to further improve the environmental credentials of the bus or improves the environment in which buses operate.

AUGMENTED ENGINEER (TRANSLINK)

Translink is advancing its decarbonisation goals for public transport in Northern Ireland with 144 ZEVs across fve sites and plans to deploy 100 more. To support this transition, Translink has partnered with BT Business to develop the "Augmented Engineer" technology, which reduces the need for engineers to travel while improving work efciency.

Te system enables engineers to remotely support their teams using digital headsets, ofering real-time assistance, access to documentation, and integration of tools like Augmented Reality and thermal imaging. AI

assists with searching manuals, streamlining daily operations. Te technology has reduced CO2 emissions by 2.6 tonnes per engineer annually by cutting travel and site visits. ZEV downtime has decreased, and diesel vehicle use has dropped by 67 tonnes of CO2e per year. Te solution has improved skills, inclusivity, and staf development. Its successful deployment is now being expanded across Translink and shared with suppliers.

As well as the obvious environmental benefts, the judges liked this use of existing technology in an innovative way that could be used by other operators.

SILVER WINNER

OUTDOOR SUSTAINABILITY

INITIATIVE FOR BUS (GLOBAL)

Global's Outdoor Sustainability Initiative (OSI), launched in September 2023, is a key part of its Net Zero strategy. OSI aims to create a sustainable outdoor advertising model by implementing eco-friendly processes across its Outdoor business, from logistics to materials. Te initiative supports carbon footprint reduction and advances a circular economy while appealing to advertisers prioritising sustainability.

As the UK’s largest bus advertising supplier (96%), Global’s frst focus was to make bus advertising displays fully recyclable. Previously, bus boards were non-recyclable, but now they are directly printed on recyclable materials, reducing waste. Tese boards are recycled into new products - including new bus boards.

Phase 1 of the initiative, completed in 2024, has reduced the carbon footprint of bus boards by 19%, with projections for 55%

in Phase 2. Te project has increased the recycling rate from 42% to 97% and supports carbon reductions for advertisers. OSI has the beneft of generating £40m in revenue for bus operators from environmentally-conscious advertisers.

BRONZE WINNER

SUMMERCOURT DEPOT EV CHARGING HUB (FIRST BUS SOUTH)

First Bus South has launched a frst-of-itskind EV charging hub at its Summercourt depot in Cornwall, marking the UK’s frst public charging station operated by a bus company. Tis £1m investment provides the local community and visitors with eight rapid chargers, ofering up to 150kW, allowing an average family car to charge to 80% in about 30 minutes.

Te hub supports Cornwall’s transition to electric vehicles and helps reduce emissions and improve air quality. Strategically located near the A30, it alleviates range anxiety for tourists. In addition, local businesses, including Open Reach and DPD, can use the chargers as part of First Bus's model to assist with their own EV feet transitions.

Tis initiative aligns with First Bus’s goal to operate a fully zero-emission feet by 2035, with fve depots electrifed and plans for further charging hubs across the UK.

FINALISTS

■ Electric Bus Charging Infrastructure project (Warrington's Own Buses)

■ England and Wales frst long distance electric coach service (FlixBus)

GOLD WINNER

BUS AND THE COMMUNITY

Sponsored by

Tis award is designed to recognise and reward a scheme, project or other activity which has provided benefts to the community in which the bus company operates. We’re looking for nominations which place the bus industry (in its widest sense) at the heart of the local community in the area served. Te judges look for entries that demonstrate that the bus operator has placed itself at the heart of its local community. Successful entries will show how staf have undertaken a scheme, project or other activity to beneft the community and the benefts it has brought to local people.

GOLD WINNER

BRISTOL BUS BOYCOTT

(FIRST WEST OF ENGLAND)

In 2023, First West of England marked the 60th anniversary of the Bristol Bus Boycott, a key event in civil rights history when passengers protested the rejection of Black driver Guy Bailey based on race.

To honour the boycott's legacy, First West collaborated with the BME community, local mayors, and organizations like Bristol Ideas and Creative Connex to launch Drive for Change, a series of commemorative events. Tese included a bus livery design competition and a commemorative day at St Mary Redclife Church, where a new stained-glass window replaced one depicting the slave trader Edward Colston. Te event culminated in a community reception at First West’s north Bristol depot, where a specially designed bus was unveiled. Te bus, which has since travelled nearly 50,000 miles, took over 20 individuals, including boycott pioneers, to London for a reception at the Palace of Westminster, celebrating the boycott’s impact and the original Equality Act.

Judges commended First West of England for confronting this challenging chapter in the city's and the bus industry's history with a meaningful and inclusive series of events that engaged diverse stakeholders.

SILVER WINNER

SANDERS COACHES

Sanders Coaches, a family-run business, is deeply committed to its community, refected in its operations, feet investments, and local engagement. In April, they donated over 145,000 surgical-grade masks to local care facilities, including Kelling and North Walsham hospitals, as a thank-you for support during the pandemic.

Te company encourages staf participation

in fundraising, raising £275 for Save the Children’s Christmas Jumper Day, and £557 for local charities at the 2023 UK Bus Awards gala dinner. More donations are planned by year-end.

Sanders Coaches inspires the next generation through initiatives like customer service manager Ian Richardson's local bus tour for Cecil Gowing Infant School and transporting Taverham High School students to their prom. Te company sponsors youth football clubs and supports community transport, such as a free minibus service for the Holt Community Café and outings for care homes. Sanders Coaches also partners with the Love Holt initiative to promote local tourism and events.

BRONZE WINNER

SKEGNESS SEASIDERS FUNDRAISING (STAGECOACH EAST MIDLANDS)

Stagecoach East Midlands is proud of the Skegness Seasiders, not only for being a popular tourist attraction but also for their signifcant contribution to local charities. Over the years, the Seasiders have raised

funds through their annual children's book series, featuring characters like Sandy and Pierre. With 12 books published, each carries a valuable lesson, and a portion of every sale supports local children’s charities.

In 2024, the Seasiders celebrate their 10th anniversary with the launch of a special book, supporting Skegness RNLI with a £1,000 donation. Te series has raised around £8,000 for causes like Lincs and Notts Air Ambulance and Age UK.

Additionally, in 2018, Hattie, a retired Seasider bus, was repurposed into a community hub. It hosts events promoting mental health awareness, and in summer 2024 alone, Hattie attended over 10 community events, including the Spilsby Funfest and the Seasiders book launch.

HIGHLY COMMENDED

■ Tere is someone… (First West of England with Suicide Prevention UK)

FINALISTS

■ Te Friendship Bus (Arriva South)

■ Green Lane depot, Liverpool (Arriva)

First West of England

Sanders Coaches

Stagecoach East Midlands

ALBUM members demonstrating the valued contribution of municipal and SME bus companies Congratulations

Nottingham City Transport (UK Bus Operator of the Year & Top City Operator)

Sanders Coaches (Top Independent Operator)

Reading Buses (Top Shire Operator)

Join our winners at the ALBUM Conference in Nottingham 12-14 May 2025

Visit conference.albumbus.co.uk to book your tickets today!

Congratulations to all the winners and nominees at the 2024 UK Bus Awards, from everyone at INIT

0870 8904648 | sales@init.co.uk | init.co.uk

PARTNERSHIP FOR EXCELLENCE: THE PETER HUNTLEY MEMORIAL AWARD

Sponsored by

Te importance of partnerships in the bus industry has steadily increased in recent years, especially with local authorities. Tis category is designed to recognise and reward initiatives, projects or innovations which add value to, or improve the attractiveness and efectiveness of, buses or bus services through partnerships with other organisations. Such organisations might be public, private or voluntary sector bodies, other transport operators and manufacturers or other suppliers. Entrants will need to describe the nature of the improvement being delivered and show how each partner contributed to it. It’s also useful to include whether this is a one-of or ongoing arrangement, and any plans for the future.

GOLD WINNER

PORTSMOUTH BUSES PARTNERSHIP

Te Portsmouth Buses Partnership is a collaboration between local operators and the city council, built on 20 years of working together. Tis partnership takes an evidencebased approach, combining private sector expertise with the city's policy and political backing to improve services, increase passenger satisfaction, and drive investment.

In the past year, signifcant improvements have been made, including better real-time information with over 500 signs across the city, bus stop enhancements, and the introduction of a fully integrated ticketing system. New services have been added, including more evening and weekend routes, and two 24-hour services. Te partnership’s initiatives, such as free fare weekends and afordable ticketing options, have led to a 53% increase in patronage. Customer satisfaction is high, with Stagecoach Portsmouth receiving the best customer satisfaction score in England at 91%.

Te city’s patronage rose by 28.7% in 2023, marking a strong recovery to pre-Covid levels.

Building on 20 years of collaboration between Portsmouth City Council and the city’s bus operators, the judges described Portsmouth Bus Partnership as a genuine partnership with all parties contributing to improve and increase bus services.

SILVER WINNER

STUDENT TRAVEL PASS (STAGECOACH EAST MIDLANDS, TRENTBARTON, NOTTINGHAMSHIRE COUNTY COUNCIL AND WEST NOTTS COLLEGE)

A partnership between Stagecoach East Midlands, trentbarton, Nottinghamshire County Council, and West Notts College aimed to reduce transport duplication, enhance public networks, and increase patronage through a £1.2m investment. Te

initiative introduced a multi-operator Student Travel Pass, migrating 1,200 students from private college transport to the public bus network, improving sustainability, fexibility, and reducing carbon emissions.

Using Podaris sofware, routes were optimised, and it was found that 85% of students could be accommodated on the enhanced public network within a 1.25-hour window. A multi-operator ITSO ticket was developed for unlimited travel, with a QR mobile transition planned for 2025.

By the 2023 term, over 2,150 students had purchased the travel pass, compared to 1,200 in the previous year. Te initiative boosted Mansfeld’s bus station footfall by 30%, supported local retailers, and promoted bus travel beyond commuting, with 5% of journeys taken on weekends and 22% during half-term.

BRONZE WINNER

READING BUSES AND HEATHROW

Reading Buses has fostered a strong partnership with Heathrow Airport, which began in 2018 with the Green Line service and has since expanded. Following the pandemic, the company introduced a staf discount and worked with Heathrow to improve employee access.

In 2023, Reading Buses rebranded its Green Line services to create the Flightline brand, a high-quality service designed to meet the needs of airport workers with luggage space and fexible shif times. Te Flightline 703 service was expanded to operate 24/7 between Slough and Heathrow, and further funding was secured to enhance of-peak frequencies. New routes like Flightline 730/731 and Go2Gate, a demand-responsive service, were introduced to improve access to Heathrow and reduce reliance on cars. Tese eforts are part of Reading Buses' strategy to provide sustainable transport solutions and support local communities, while responding to the challenges posed by the expanded ULEZ in 2023.

HIGHLY COMMENDED

n Breeze app (Solent Transport)

FINALISTS

n Grand Day Out (Stagecoach South Wales and Age Cymru)

n Heathrow Bus & Coach Working Group

n Leicester Buses Partnership

n Let’s go car free (Stagecoach Cumbria & North Lancashire, Cumbria Tourism and Avanti West Coast)

n Oxfordshire Bus Enhanced Partnership

n Stagecoach South East with East Sussex and Kent County Councils

Portsmouth Buses Partnership

Student Travel Pass

Reading Buses and Heathrow

MARKETING CAMPAIGN OF THE YEAR

Sponsored by

Tis award recognises marketing excellence through particular campaigns and initiatives which demonstrate fair, imagination and original approaches that lead to demonstrable outputs. As such entrants should include before and afer comparisons or some other way to bear out the efectiveness of the marketing activity. Te activity might may be a short duration initiative or be part of a sustained campaign to change attitudes towards bus travel and to win new custom. Entries are welcomed from bus operators, local authorities, and any other organisation that markets bus travel.

encourage visitors to explore less crowded areas. Te campaign reached a broad audience through digital marketing, social media, infuencer partnerships, and PR coverage in major magazines, newspapers, and blogs. Over the campaign period, Stagecoach saw a 400,000-passenger increase, while Avanti West Coast reported 7,000 additional passengers. Following its success, partners have agreed to extend the campaign into 2024/25, aligning with Cumbria’s sustainable transport goals for 2024-2030.

Te judges liked that while Stagecoach Cumbria and North Lancashire was already a strategic partner of Cumbria Tourism, the inclusion of Avanti West Coast brought a new dimension, so getting more tourists to use public transport.

SILVER WINNER

GENERATION GO (GO EAST ANGLIA)

landing page visits.

Te campaign continues to grow, fostering independence and encouraging bus travel as a practical alternative to cars.

BRONZE WINNER

ROUTE 1X (BRIGHTON & HOVE BUSES)

Brighton & Hove Buses launched the 1X cross-city express route in July 2024, ofering a faster alternative to a popular service. Te 1X cuts 15-20 minutes of travel time, attracting passengers from cars and providing a quicker option for regular users. Running until midnight on most days, it addresses capacity issues and serves growing demand.

LET'S GO CAR FREE (STAGECOACH CUMBRIA & NORTH LANCASHIRE, CUMBRIA TOURISM AND AVANTI WEST COAST)

In July 2023, research by Cumbria Tourism revealed that 25% of potential visitors were discouraged from traveling to Cumbria due to perceptions of difcult access and limited public transport. In response, Cumbria Tourism, Stagecoach Cumbria & North Lancashire, and Avanti West Coast launched the “Let’s Go Car Free” campaign in September 2023 to challenge these views and promote car-free travel to the region. Te campaign aimed to raise awareness of the convenience and afordability of public transport, particularly the £2 bus fare, and

Go East Anglia’s Generation Go is an educational campaign aimed at building young people's confdence to travel independently and shif to public transport. Launched in July 2023, the initiative targets Year 10 students organising work experience placements, helping them navigate bus travel. Trough workshops, students learn how to use timetables, plan journeys, and track buses using digital tools and apps.

Te campaign has been delivered in six high schools across Norfolk, Sufolk, and Essex, with over 150 free tickets provided for students. Digital assets, including leafets, presentations, and videos, support the workshops. A digital campaign on Snapchat and TikTok has generated 29.4k views from 13-17-year-olds and a 837.5% increase in

Te marketing campaign used striking fuchsia branding, inspired by the 2024 Olympics, to highlight speed and efciency. Creative messaging emphasised the fewer stops and quicker journey times, with memorable slogans.Fuchsia bus stops, along with branded giveaways, boosted visibility.

By the second week, the 1X had 28,000 journeys. Te launch contributed to an 18% increase in passenger numbers on the 1 service group, with expectations of continued growth through ongoing promotions.

HIGHLY COMMENDED

n Free to Explore (First Bus Scotland)

FINALISTS

n All Day Anywhere (North East Enhanced Partnership)

n Edinburgh Bus Tours (Lothian Buses)

n Get Your Bum On Board (Go North East)

GOLD WINNER

Let's Go Car Free

Generation Go

Route 1X

CULTURE CHANGE

Sponsored by

Te general environment for bus companies has been changing rapidly for some years. Customers have come to expect the high standards of service which they fnd elsewhere and so the traditional skills in bus companies of providing reliable operations and properly maintained buses, crucial though they are, brings businesses to the starting grid and not much further on. Increasingly bus companies must change the way they work to match up operational excellence with innovation and fresh ideas created and brought to life by engaged, motivated and fully trained employees.

GOLD WINNER

TRAINING THROUGH DRAMATISED STORYTELLING (BRIGHTON & HOVE BUSES AND METROBUS)

Over the past year, Brighton and Hove and Metrobus has been fostering wholesale culture change to empower and motivate colleagues to use their discretion for what’s best for the customer.

To this end, the company has spent over a hundred thousand pounds overhauling its training and has replaced PowerPoints with engaging and memorable videos.

(Don’t) Drive like Dom is a series of fve industry-frst flms that are an ironic take on avoiding collisions, featuring a professional actor and are used in the company’s Driving Up Standards workshops. GoggleBus, inspired by TV’s GoggleBox, is another series of flms in which experienced drivers comment on (Don’t) Drive like Dom –sharing change-making insights into their driving behaviours. Call it Out is a flm that dramatizes one colleague calling out disrespectful behaviour from another. Te judges commented that while matters such as health and safety are traditionally dealt with is a dry, matter of fact way, these videos are much more memorable and engaging and proving their worth.

SILVER WINNER

FROM STRIKES TO STRENGTH (GO NORTH EAST)

In autumn 2023, Go North East (GNE) faced a challenging seven-week strike over pay, leaving relationships strained across its 1,700-strong workforce. Recognizing the return to work as a pivotal moment, GNE implemented a fast-paced culture change focused on visible leadership, open communication, and collaboration with the trade union.

Key initiatives included:

■ Workshops: Facilitated sessions with union representatives and management to rebuild trust and introduce a cultural shif

■ Blink Re-launch: A refreshed internal platform with daily positive stories, recognition posts, and interactive polls.

■ Engagement Events: Activities like "Bake Our Day" for feedback collection and "GNE Eats," where directors served meals at depots.

■ Recognition Programmes: Te

#CannyGNEDriver campaign celebrated driver excellence, while the Go.B.E. Awards recognized staf contributions.

Since January 2024, GNE has hosted 50+ events, published 200 feedback responses, reduced driver absence by a third, and achieved full stafng.

DRIVER CULTURE CHANGE (TRANSPORT UK LONDON BUS)

In 2023, Transport UK London Bus (TUKLB) revamped its driver management strategy afer feedback revealed high turnover, low morale, and a disciplinary-focused culture. Collaborating with unions and stakeholders,

the company implemented a coaching-led model to improve performance and create a positive work environment. Key initiatives included the Safety School to address driver behaviour, additional training days and support for new drivers, and data-driven, developmental training to reduce incidents. Six months later, the results were evident: driver attrition dropped from 30% to 17%, frst-year collision rates decreased by 12.8%, and 75% of surveyed drivers reported an improved workplace atmosphere.

COMMENDED

HIGHLY

■ People at the Heart Capability Policy (Stagecoach South East)

FINALISTS

■ Culture Change at Diamond Bus North West

■ Engineering Safety Improvement Programme (Translink)

■ Improving the Driver-Controller relationship (RATP Dev Transit London)

■ Improving Operations and Commercial relations (Stagecoach East Midlands)

BRONZE WINNER

Trainign Through Dramatised Storytelling

From Strikes to Strength

Driver Culture Change

RECRUITMENT AND RETENTION

Sponsored by

Te twin issues of how to recruit good quality staf and retain existing colleagues has become more important since the pandemic, with many operators having to cut back services due to the lack of drivers. Although there has been a particular challenge with recruiting enough drivers, this category recognises successful and innovative initiatives to recruit new staf in all roles, as well as ways to keep existing staf on board.

GOLD WINNER

ELITE DRIVER ACADEMY (GO NORTH WEST)

Go North West (GNW) was tasked with recruiting 300 bus drivers in 12 months to support the launch of franchised bus services in Greater Manchester, amid a national driver shortage. To meet this challenge, GNW overhauled its recruitment strategy with a focus on attracting new talent, improving retention, and reducing dropout rates.

Te "Elite" campaign, inspired by American Air Force culture, was designed to make bus driving appealing and fun. It featured GNW employees as campaign ambassadors, with a branded launch event and promotional materials like training kits and mission folders. Te campaign generated widespread media attention, including coverage on BBC Look North.

Tis innovative approach resulted in a 600% increase in applications, a sevenfold

rise in drivers in training, and a 200% increase in female recruits. Dropout rates fell signifcantly, and GNW met its recruitment target. Te success led to the program being replicated at Go North East.

Te judges loved this campaign, which changed the perception of being a bus driver and showed that recruits were joining an elite group.

SILVER WINNER

DRIVER RECRUITMENT (BRIGHTON & HOVE BUSES AND METROBUS)

Brighton & Hove Buses implemented a new recruitment strategy that resulted in 370 successful driver applications in the past year, signifcantly reducing the shortfall. Previously, recruitment eforts focused on targeting individuals with driving skills, but the results were limited. Shifing focus to customer service skills, the company tapped into new audiences, particularly those with experience in hospitality, retail, and customer-facing roles, and emphasised inclusivity, especially for women.

Te campaign featured an evocative poem narrated by actual drivers, showcasing the people-centric nature of the job. A highproduction TV advert aired on Sky Media, YouTube, and social platforms like Instagram and Facebook, along with Google ads. Te campaign led to 809 applications during its three-month run and a 124% increase in applications compared to the previous period. Women applicants surged, with some weeks seeing a twelvefold increase. Digital platforms garnered over four million impressions, reaching more than 30,000 potential recruits.

GRIMSBY DEPOT (STAGECOACH EAST MIDLANDS)

Stagecoach East Midlands’ Grimsby depot successfully tackled its recruitment challenges by refning its approach and improving retention. Historically struggling to attract skilled drivers, the team now uses targeted social media, YouTube, and digital campaigns, reaching over 0.5 million views. Close collaboration with job centres also helped bring in new applicants.

Grimsby’s recruitment process focuses on thorough inductions, with mentors assigned to trainees based on personality for optimal learning. Tis approach has led to a surplus of 36 drivers over the past year, supporting enhanced bus services and stafng needs across other locations. Word of mouth has further strengthened recruitment, with employees recommending the depot to friends and family.

Management fosters a strong team culture with regular staf engagement events and an open-door policy. Tis approach has signifcantly improved staf morale, with Grimsby achieving the highest engagement score in the region and a turnover rate of just 12.2%, well below the national average.

HIGHLY COMMENDED

■ We are Lothian (Lothian Buses)

FINALISTS

■ Enhancing our Academy (Reading Buses)

■ Somerset Passenger Solutions

■ Stagecoach London recruitment campaign

BRONZE WINNER

Go North West

Brighton & Hove Buses

Stagecoach East Midlands

Congratulations to Go-North West, gold winners of the Recruitment and Retention Award for their Elite Driver Academy!

Camilleri Appointments was delighted to sponsor the Recruitment and Retention category at the UK Bus Awards 2024.

Bus businesses are built on their Recruitment and Retention strategies. Getting this right extends way beyond paying a competitive wage. There is no winning formula.

Go North East and the other winners and nominees in this category have all tirelessly worked to create the best working conditions, training and development programmes and embraced the latest in technological advancements – and we applaud them!

Advocates of skills based recruitment, Camilleri Appointments provides interim, permanent and advisory Recruitment Solutions across all modes of the transport industry.

We believe whether you are hiring, or looking for your next challenging appointment, you should receive the same level of customer experience and integrity. Our role is to support you, guide you and provide you with the best advice.

camilleri-appointments.co.uk/ karen@camilleri-appointments.co.uk

LONDON BUS GARAGE OF THE YEAR

Sponsored by

Tis Award is open to garages that operate buses on contract to TfL. Performance and monitoring data will be used by TfL London Buses to compile a short-list of garages reaching high levels of recorded performance. Each short-listed garage will be challenged to submit its own assessment of its achievements, emphasising the impact of local initiatives on customer service, staf well-being and the communities served.

WINNER

WESTBOURNE PARK (RATP DEV TRANSIT LONDON)

Westbourne Park Garage’s success is driven by its engaged, diverse workforce of 440 staf, all aligned with the garage's goals. Located in one of London’s most culturally diverse areas, the garage's staf mirrors this mix, celebrating key local events like Windrush Day and the Notting Hill Carnival. Tis fosters a strong sense of community and connection with passengers. Te garage promotes mental health awareness through regular events and maintains open communication with staf. Belonging is key, with each employee’s contributions acknowledged, including birthday cards and recognition for individual achievements.

Te garage’s commitment to staf wellbeing is refected in its above-average BCES

score of 87.8, improved from previous years through targeted awareness initiatives. Exceptional drivers are rewarded with meals and certifcates, while those scoring lower receive guidance.

Te garage also excels in engineering, ranking frst for the lowest mechanical lost mileage in 12 of the past 13 TfL periods, with a 100% frst-time MOT pass rate.

Te judges commented that RATP Dev Transit London has worked hard to develop Westbourne Park Garage and the team spirit, making an engaged and happy workforce the cornerstone of this top performing garage.

TOLWORTH (RATP DEV TRANSIT LONDON)

RATP Dev Transit London's Tolworth Garage thrives on a unifed, team-driven approach, with all staf aligned to its vision of being the best in London. Tis collaboration has led to strong performance in key areas over the past year:

n Operated mileage: 99.49%, ranking 7th out of 76 garages.

n Driver Quality Monitoring: 2.07 average score, 3rd in London.

n Vehicle BCES: 2nd in London for 2024/25, up from 6th.

n MOT pass rate: 100% frst-time pass rate.

n Mechanical Lost Mileage: Reduced from 0.45% to 0.28% in 2023.

n BCES vehicle score: 75.7, 2nd in London, improving from 6th in 2023.

Te garage engages with the local community, including the Korean and

learning disability communities, to enhance service. It also works closely with residents to address concerns like bus noise. On the engineering side, Tolworth won the ‘Best Vehicle Care’ award, refecting its commitment to high standards.

BRONZE WINNER

UXBRIDGE (METROLINE)

Metroline’s Uxbridge Garage continues to excel despite operational challenges, ofering reliable, clean, and punctual services across the wider Uxbridge area. Te garage is known for its strong team spirit, with drivers, controllers, engineers, and cleaners working together seamlessly. Te garage is proud to have a runner-up in the IRTE skills challenge and a winner of the Outstanding Newcomer award at the 2024 London Bus Awards. In 2023, another driver was recognised for going above and beyond in their duties.

Uxbridge actively engages with the local community, hosting 10 events in the past 18 months for schools and special educational groups. It also collaborates with TfL’s Workplace Violence Unit to support staf in handling difcult situations.

With 60 commendations from TfL’s Bus Customer Experience surveys and 92 from the Customer Service Centre, Uxbridge maintains high standards of professionalism and customer care.

FINALIST

n Barking (Stagecoach London) n Sutton (Go-Ahead London)

GOLD

SILVER WINNER

Westbourne Park

Tolworth

Uxbridge

LUKE REES-PULLEY AWARD FOR TOP LONDON BUS DRIVER

Sponsored by

Tis Award is presented to the London bus driver who has best demonstrated excellent performance from the customer perspective in the twelve-month period up to the closing date. All London bus garages are eligible to submit nominations for their best-performing drivers. Te winner of the Top London Bus Driver prize will be the individual who best represents the customer’s ideal; a driver who is friendly, helpful, conscientious and mindful of passengers’ safety, comfort and well-being – in short, a true professional and worthy ambassador for the job.

GOLD WINNER

DONNETTE MILLER (RATP DEV TRANSIT LONDON)

Donnette Miller, a driver on the C1 (White City to Victoria) and 72 (Hammersmith to East Acton) routes, is known for her helpful and approachable nature. Raised in London, she has extensive knowledge of the public transport network, particularly buses.

Earlier this year, Donnette assisted a family with limited English by drawing directions to a bus stop, then drove them to the location. On another occasion, she guided a passenger to the correct stop for the Route 148 bus. When unsure of an answer, she will stop the bus and use her phone to fnd the information.

Donnette, who has a disability herself, is empathetic towards passengers with physical challenges. She ensures they are treated with dignity, ofering assistance like helping a customer board at the rear if needed.

Her exemplary driving was recognised in her February 2024 Box 1 assessment, and she scored 95 on her BCES evaluation. Donnette continues to make a positive impact on her passengers. With her thoroughly customercentred approach, Donnette is an example to other drivers, a great ambassador for the industry and a very worthy gold winner.

SILVER WINNER

MIRELA MANDZHUKOVA (METROLINE)

Mirela Mandzhukova, a driver at Willesden Junction since 2022, is known for her professionalism, positive attitude, and excellent customer service. Despite personal challenges, Mirela consistently achieves Grade 1s in driving assessments and has

earned 100 in multiple BCES evaluations. Her clear communication, friendly greetings, and helpful explanations during diversions have earned her praise from both assessors and passengers.

Customers ofen commend Mirela for her welcoming demeanour, with one remarking, "A lovely start to the morning" and another noting how her simple greeting improved their day. Her customer service was even recognised by a manager from another bus operator, who praised her approachability, smooth driving, and the way she maintained battery mode.

Operations Manager Alina Gioroc describes Mirela as dedicated, with exceptional attendance and a consistent smile. Mirela’s commitment to her role and her customers makes her a standout driver.

EFE OYEGHE (GO-AHEAD LONDON)

Efe Oyeghe was nominated by Go-Ahead London for his exceptional customer service. A driver at Camberwell Garage for 18 years, Efe is a role model, consistently providing excellent service and sharing his knowledge with colleagues. In the past year, he has received 72 commendations.

His communication skills are standout - he keeps passengers informed via the PA system, ofering safety updates and even speaking Spanish to non-English speaking passengers. He is particularly considerate towards passengers who need extra time to board, such as the elderly or those with autism.

Efe’s professionalism and friendliness have earned him great respect from passengers, with many commending his calming presence and thoughtful service. On one occasion, passengers applauded him for his positive attitude.

Meanwhile, Efe's commitment to safety, customer care, and professionalism makes him a valued member of the Go-Ahead London team, and he is truly deserving of recognition.

HIGHLY COMMENDED

n Diane Guirima Ide (RATP Dev Transit London)

FINALISTS

n Najat El-Ghorri (Stagecoach London)

n Emmanuel George (Go-Ahead London)

n Filip Korycinski (Metroline)

n Keisha Quadros (RATP Dev Transit London)

BRONZE WINNER

Donette Miller

Mirela Mandzhukova

Efe Oyeghe

TOP NATIONAL BUS DRIVER: THE CHRIS MOYES MEMORIAL AWARD

Sponsored

by

Tis Award is presented to the bus driver who has best demonstrated excellent performance from the customer perspective in the past twelve months. To win the title of Top National Bus Driver, entrants need to go that extra mile to provide the customer’s ideal; a driver who is friendly, helpful, conscientious and mindful of customers’ comfort and well-being – in short, a true professional and worthy ambassador for the job.

GOLD WINNER

IVAN

COCHRANE (TRANSLINK)

Ivan Cochrane, a driver at the Banbridge subdepot, has worked with Ulsterbus for 33 years and is a mentor due to his calm, approachable nature. He supports new drivers, helping them build both competence and confdence in their roles. Ivan is also a source of advice for colleagues and is known for his positive attitude. He ensures his bus is always well presented and regularly receives customer compliments.

Ivan played a key role in the successful rollout of Translink’s new ticketing system, guiding drivers and helping passengers get the correct tickets. His commitment to high standards extends to bus cleanliness, even requesting additional cleaning supplies. Ivan has maintained an exemplary timekeeping record with no incidents in the last year. Over 20 years of service, he has been accidentfree despite operating on busy routes. A respected team member, Ivan is valued for his professionalism and dedication.

Judges said Ivan was a very worthy gold winner.

SILVER WINNER

JOHN O'HARA (LOTHIAN BUSES)

John O’Hara, a driver at Lothian’s Longstone Depot in Edinburgh, has been with the company since 1997. Over his 26 years of service, he has built a reputation as a reliable, skilled, and supportive colleague, earning commendations from both customers and management. Known for his friendly, professional approach, John consistently goes the extra mile for passengers, ofen receiving praise for his excellent customer service.

A highly skilled driver, John won Lothian’s Bus Driver of the Year competition last year and fnished third in this year’s competition, securing a place in the UK Bus Driver of the Year National Finals. He has had no

blameworthy accidents since 2014 and was recently presented with a ROSCO award for his safety record. Described as a pleasure to work with, John’s dedication and professionalism make him a valued member of the Lothian team.

BRONZE WINNER

LEROY STEWART (TRANSLINK)

Leroy Stewart works for Translink in Northern Ireland. A driver with over 29 years of experience, in that time, he has only been involved in six incidents, demonstrating his excellent driving skills and commitment to safety. Leroy is well-regarded by both customers and colleagues for his friendly and helpful approach. His professionalism is evident in his consistent ability to deliver outstanding service.

Leroy's extensive knowledge makes him

a valuable resource for new drivers, ofering guidance on routes and obstacles. He has also contributed to efcient scheduling for the Belfast Metro Network, maintaining a remarkable 97% schedule compliance rate despite the challenges of driving in Belfast.

In addition to his daily duties, Leroy assists with cruise ship passenger transfers, earning praise for his polite manner and careful driving. Over the last year, he has had zero preventable accidents, no complaints, and has consistently exceeded performance expectations.

FINALISTS

n Martin Carlin (Te Blackburn Bus Company)

n Ben Gibson (Translink)

n David Townsend (Nottingham City Transport)

Ivan Cochrane

John O'Hara

Leroy Stewart

YOUNG MANAGER OF THE YEAR

Sponsored by

Tis award is designed to recognise, reward and inspire management talent in the UK bus industry. Te category is open to all managers who are under the age of 30 at the closing date of the competition and who have worked in their current capacity for a continuous period of not less than six months. Te judges look for exceptional young managers who can efectively manage people and processes and use excellent communication skills and fnancial control.

GOLD WINNER

GEORGE SLOAN (STAGECOACH WEST)

George Sloan joined Stagecoach in 2018 through the Graduate Training Scheme and has since progressed to Operations Manager for Oxford in 2022. He leads a team of 240 drivers, supervisors, and an Assistant Operations Manager. Under George's leadership, Oxford Depot achieved the lowest driver turnover in Stagecoach West at just 9.7% in 2023/2024 and saw a signifcant improvement in employee engagement, reaching a 70% score.

George has been pivotal in managing the ZEBRA electrifcation programme, overseeing the conversion of a former parking site into an electric depot. His eforts included managing contractors, developing

new risk assessments, and creating training programmes for the new feet of 55 electric buses.

In addition to his operational achievements, George has supported the relaunch of the Graduate Training Scheme, mentoring a graduate trainee and ensuring the success of their development plan. His ongoing work with local stakeholders and the trade union further strengthens the Oxford operation.

Te judges commented that George is clearly passionate about the bus industry. He’s demonstrated that he has great future potential by being promoted since he was nominated for this award - for which he is the very worthy gold winner.

SILVER WINNER

BEN HOUGHTON (STAGECOACH LONDON)

Ben Houghton began his engineering career at 16, afer completing a work experience project and joining the engineering apprenticeship scheme. He quickly stood out, winning ‘Young Apprenticeship of the Year’ and securing a position at Bow Bus Garage. Ben took on complex tasks like hybrid system diagnostics and engine rebuilds, which led to his promotion to Running Shif Engineer, where he managed garage operations and ensured service efciency.

Ben's management skills grew further when he was selected as a Standby Deputy Engineering Manager (DEM), and he now serves as a competent DEM at Leyton Garage. Tere, he revitalised the workshop, managed a 26-person team, and achieved a 100% MOT

frst-time pass rate. He has also implemented industry advancements, improved garage performance, and built strong relationships with suppliers.

At 28, Ben's achievements have earned him a place in the 'Shine Pool' development programme, marking him as a rising talent in the company. He’s also no stranger to this category as he was nominated in 2022, taking home the Bronze Award.

BRONZE WINNER

JOSH TOBIN (SOMERSET PASSENGER SOLUTIONS)

Josh Tobin joined SPS as an apprentice in 2020 and has since advanced to the role of Operations Scheduler, where he manages the entire scheduling function. In a short time, Josh has mastered the complexities of the bus industry, driving operational improvements and cost savings. Notably, he streamlined feet and workforce procurement, resulting in the removal or merger of underused services. He also improved processes by identifying and eliminating inefciencies.

Josh has played a key role in planning a new park-and-ride site to accommodate a signifcant increase in passenger numbers and implemented a daily refuelling schedule to prevent fuel shortages. As a member of the Culture Committee, Josh organised a charity football match raising over £300.

He is also dedicated to mentoring new staf and leading high-value projects, demonstrating his leadership potential. With his proactive approach and commitment, Josh is well on his way to a successful future at SPS.

George Sloan

Ben Houghton

Josh Tobin

MANAGER OF THE YEAR

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Tis award is designed to recognise and reward outstanding performance in middle management in the UK bus industry. Te category is open to middle managers who are over the age of 30 at the closing date of the competition and who have worked in their current capacity for a continuous period of not less than twelve months. Te judges will consider the context in which the individual is operating and the challenges they have met and overcome.

GOLD WINNER

SAFIYYAH SAIYED (RATP DEV TRANSIT LONDON)

Since her appointment as Operations Manager at RATP Dev Transit London’s Hounslow and Hounslow Heath garages two years ago, Safyyah Saiyed has proven herself as an efective leader. Promoted from Senior Allocations Supervisor, she took on a major project to upgrade the Duty Allocation System (DAS) across all 10 company garages. Her experience in allocations made her the ideal candidate to streamline the system, eliminating manual duties and improving efciency. Safyyah also identifed areas for improvement and led training for all Allocations teams, saving the company considerable costs. Known for her empowering leadership style, she encourages team initiative and fosters collaboration. She values the development of her team, as their success directly impacts hers.

A mentor to many, Safyyah is committed to continuous growth. Her inclusive leadership and ability to engage diverse teams ensure the garage operates smoothly and cohesively.

Te judges said that Safyyah is a shining light and her enthusiasm comes through in all she does. She’s a great ambassador for the industry, and a very worthy winner.

SILVER WINNER

IAN DE CHASTELAIN (STAGECOACH EAST)

Ian is highly respected for his leadership, innovation, and dedication to his team of 16 Driving Instructors, 4 Training Ofcers, and 2 CPC Trainers. In 2023-2024, he led several key projects, including:

n Mystery Shopper Survey: Ian initiated and managed a passenger audit to evaluate services, collaborating with an industry expert and launching a public survey.

n Business Against Abuse (BAA): He partnered with the Cambridgeshire Police-

led initiative to make buses ‘safe spaces’ for women and girls. Training for managers, supervisors, and drivers is now underway.

n Induction Overhaul: Ian revamped the induction process to promote inclusivity, which launched in May 2024.

He also redesigned the Mentor Training Programme and created a Cloud-based Training Suite for feld reporting. Passionate about driving standards, Ian’s eforts include training and qualifying multiple instructors, achieving high pass rates on driver tests, and overseeing numerous training and assessment initiatives.

MARTIN

(STAGECOACH EAST)

In 2023-2024, Martin served as Interim Operations Manager at two depots before becoming Operations Manager at Bedford. In Cambridge, he reduced lost mileage, launched 30 Electric Vehicles, and managed a busy summer of events. At Peterborough, he transformed the culture, ensuring fair work distribution and proftability, while

addressing Anti-Social Behaviour in collaboration with local schools and gaining Cambridgeshire Police’s Businesses Against Abuse accreditation. In Bedford, Martin turned around performance, achieving over 99% scheduled mileage, increasing staf engagement from 30% to 75%, and making the depot proftable for the frst time in years. He reduced sickness by 24%, cut lost mileage by 57%, and improved punctuality by 10%. Employee satisfaction increased by up to 44%. Martin's leadership during challenging times, including supporting the team through a suicide and serious illness, led to a 42% reduction in resignations, the promotion of new supervisors, and the elimination of a CPC backlog.

HIGHLY COMMENDED

n Natalie Monaghan-Smith (Nottingham City Transport)

FINALISTS

n Jacqui Carter (Metroline)

n Charlton Tornhill (Stagecoach East)

BRONZE WINNER

MARSH

Safiyyah Saiyed

Ian De Chastelain

Martin Marsh

UNSUNG HERO

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Tis category is for one or more individuals who perform supervisory or junior management roles in the bus industry and who are known for their hard-work, loyalty and devotion to duty. An Unsung Hero is someone who keeps the wheels turning against all the odds. Tey ofen work for years with no recognition, save their own satisfaction in a service delivered and a job well done. Anyone who has worked for a bus operator or local transport authority continuously for twelve months at the closing date of the competition, and who can show service in a management and/or supervisory role for more than fve years, is eligible to be nominated.

GOLD WINNER

FILICA PATRANOIU (ARRIVA UK BUS)

Filica Patranoiu, Operations Supervisor at Stamford Hill Garage, is nominated as the unsung hero of the year. Having previously served as garage supervisor at Ash Grove since 2014, Filica consistently goes above and beyond for his team. His dedication is evident when he steps in at all hours to resolve issues, such as covering jobs late at night afer drivers experience problems, saving the company hundreds of pounds in lost mileage.

Filica was also instrumental in setting up Stamford Hill Garage, handling repairs and volunteering extra hours during the transition. His return to Stamford Hill inspired many colleagues to stay, turning an

understafed garage into a fully manned one. He is known for his willingness to help others, as seen when he provided a smartphone to a driver in need. Filica also supports his colleagues, including taking on additional responsibilities to assist an operations supervisor with health issues. His tireless work ethic is invaluable to the garage.It was the staf at Stamford Hill who asked their manager to put Filicia forward for this award. Te judges said that demonstrated just how highly thought of he is amongst his colleagues, making him a very worth gold winner.

SILVER WINNER

BRIAN BOWATER (NOTTINGHAM CITY TRANSPORT)

Brian Bowater has been a key part of Nottingham City Transport for over 24 years. Initially a driver, Brian now serves as Customer Service Support, assisting both customers and drivers throughout the city. His deep knowledge of the transport system makes him an invaluable resource, especially during diversions or disruptions, when he ensures clear communication between customers and the Radio Control team.

Occasionally returning to his driving role, Brian stays connected to the challenges faced by staf. As a trained frst aider, he also steps in during emergencies, ofen transporting injured passengers to the hospital to reduce wait times. Outside his primary role, Brian runs NCT’s Staf Social Society, leading charity events, planning social activities, and even reopening the internal gym postpandemic. Brian’s dedication to his colleagues and community makes him an outstanding

candidate for this category. His selfessness and contributions have made a lasting impact at NCT.

BRONZE WINNER

NICHOLAS JAGO (TRANSLINK)

Nicholas has been instrumental in developing key initiatives across the Translink network while carrying out his core role of preparing new recruits for bus driving. He co-produced a well-received video for the “Don’t Walk By” safety initiative, which continues to engage staf. He also played a key role in training drivers for the Glider service, creating augmented-reality training content and helping to promote the new service.

As the primary trainer for the Glider revenue protection team, Nicholas developed and continuously updates the training program. In his new role as Belfast Area Trainer, he delivers post-incident reviews for over 550 drivers, fostering a peer-to-peer learning environment. His eforts have led to a 36% reduction in preventable incidents in just three months.

Nicholas has become a trusted expert in route safety, driver behaviour, and incident management, with his empathetic approach and dedication to road safety benefting both drivers and the wider community.

FINALISTS

n Lee Arndell (Stagecoach South Wales)

n Shaun Clark (Stagecoach East Midlands)

n Martin Haig (Stagecoach East Scotland)

n Peter Jones (Arriva UK Bus)

Finalist: Dwayne Wells (Arriva Yorkshire)

Filica Patranoiu

Brian Bowater

Nicholas Jago

ENGINEER OF THE YEAR

Tis award is designed to recognise, reward and inspire management talent in the engineering disciplines of the UK bus industry. It’s open to all people employed at, or above, the supervisory grade in the engineering function of bus operation, maintenance or manufacturing companies or organisations, for a continuous period of not less than twelve months at the closing date of the competition.

GOLD WINNER

RICHARD BURNS (STAGECOACH MERSEYSIDE & SOUTH LANCASHIRE)

Richard Burns, Engineering Manager at Stagecoach Merseyside & South Lancashire's Preston, Chorley, and Gillmoss Depots, has transformed Stagecoach's engineering operations in just 2.5 years. Under his leadership, the depots achieved a 100% frst-time MOT pass rate for over 350 vehicles across 18 months and streamlined feet repaint programs, with 80% of the feet updated efciently. His team's recent engineering audit scored an impressive 90.2% - a 5% improvement - while reducing the risk score signifcantly.

Richard's focus on operational efciency has driven a 40% reduction in breakdowns at Gillmoss and maintained industryleading metrics at Preston (0.25 breakdowns per bus/period vs. the group's 0.45%). He has promoted six staf to technician roles, enhancing internal career development, and

established partnerships with schools and colleges to build a pipeline of future talent.

Beyond engineering, Richard fosters morale by running clubs and team-building events, creating a thriving workplace culture.

Judges praised his holistic leadership and innovation.

SILVER WINNER

DENNIS

STUART

(RATP DEV TRANSIT LONDON)

Dennis Stuart's leadership at Fulwell Garage has driven its success as a model of engineering excellence. Under challenging conditions, Dennis manages a feet of 147 buses, including 75 electric vehicles. Despite limited grid capacity, Dennis has maintained Mechanical Lost Mileage within the impressive threshold of 0.3%.

With a team of 24, over half of whom are aged over 50, Dennis has guided his engineers through signifcant transitions, including adopting the Freeway system for digital maintenance management. His patient approach ensures every team member receives the training and support needed, fostering confdence in new technologies. Dennis promotes a "right frst time" culture, upholding high standards and encouraging ownership. He also championed adopting '5S principles', transforming the workshop into a more organized, efcient space.

Balancing budgets and vehicle availability while staying hands-on in the workshop,

Dennis inspires through dedication and teamwork.

BRONZE WINNER

PETER COLLINS (STAGECOACH EAST)

Peter Collins is celebrated across Stagecoach East for his innovation, leadership, and mentoring. Known for challenging outdated practices, Peter embraced the new EAMS system, introduced innovative noticeboards now used by other depots, and consistently delivered outstanding results.

At Peterborough Depot, his leadership reduced vehicle breakdowns by 37% and staf sickness by 61%, maintained a 96% MOT frst-time pass rate and achieved zero lost miles over six periods. His success earned him responsibility for Fenstanton Depot, including overseeing the world's largest guided busway.

Peter is also an exceptional mentor, guiding current Engineering Managers and Assistant Managers into leadership roles. His eforts have fostered a positive workplace culture, refected in survey results where 88% of staf said they "enjoy my job." A sustainability champion, Peter has twice led his teams to success in Stagecoach's "Big Switch Of " event.

FINALISTS

n Adam Pugh (Stagecoach West)

n Dai Samuels (Stagecoach South Wales)

Richard Burns

Dennis Stuart

Peter Collins

LIFETIME CONTRIBUTION TO THE BUS INDUSTRY

Te Lifetime Contribution Bus Industry award was re-named in 2023 to emphasise that this is for a contribution over a sustained period of time. It recognises a signifcant and sustained contribution to the success of the industry by an individual who has consistently gone beyond the call of normal duty to improve and promote the bus industry for its users or the wider community over a period of years. Tis means that the recipient is likely to hold/have held a fairly senior position in the industry. Tis award is made by the UKBA Management Committee which will assess the nominee’s length of service and record of achievement. It will also consider what their contribution has been to the wider bus industry, over and above the organisations they have worked for during their career.

GOLD WINNER

BILL HIRON MBE

Bill joined the National Bus Company as a senior management trainee, starting his frst post-scheme appointment a month before deregulation in 1986. He went on to work for Western Travel, Stagecoach and First

Bus before leaving to acquire Stephensons of Essex in 2001. Stephensons acquired another local business, NIBS Buses, in 2018.

Bill served as a non-executive director at University Bus for two decades, and a board member at CPT for nine years, including a year as President in 2015. Subsequently, he became Chair of ALBUM in 2018 and has served in that role for six years.

Tis summer Bill was appointed MBE in the King’s Birthday Honours List for his contributions to passenger transport.

He recently sold his bus company to an Employee Share Ownership Trust but remains chairman of the new enterprise, Eastern Transport Holdings. Bill continues to co-own and direct the long-established Sufolk operator Galloway Coaches.

Judges chose to recognise Bill for this award in 2024 for his service to the industry as an entrepreneur and manager, and also his wider contribution as an industry leader and a powerful advocate in dealings with government and local transport authorities.

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Dean Robbie, Managing Director of Stephensons of Essex, collected the award on Bill Hiron's behalf

Bill Hiron

JUDGING ENTRIES

Alan Millar, Chair of the UK Bus Awards, explains the meticulous process behind selecting winners, ensuring only the most deserving step up to the Troxy stage

The winners stepping up to the Troxy stage to receive their UK Bus Awards can do so in the knowledge that the selection of winners is a rigorous process in which initial impressions are ofen turned upside down by further examination, discussion and debate.

Te route to the Troxy stage begins with the call for entries in the spring when operators and stakeholder partners are invited to email their submissions for the awards that are up for grabs. We have greatly streamlined this process, replacing a rather daunting form in which points were awarded for answers to each question — and entrants were penalised for omitting to answer all of them — to a simpler format in which they are invited to set out the hard facts of why they believe they are worthy of an award.

Tis has achieved the highly welcome result of generating more entries, and entries of high quality, and has made life easier for our judges who can focus completely on the case being made rather than be hidebound by a complex and proscriptive system of points.

Our judging panels cover a great breadth of industry and wider business knowledge and experience: operators past and present from the disciplines of trafc, engineering, commercial, training and human resources; passengers’ representatives; the industry press; past governments.

Each panel member examines the written entries before attending the all-day sessions when fnalists are selected. Each declares his or her top three in order of preference, with the highest points allocated for frst place. Tat may or may not reveal an apparently clear winner or top three, as each judge approaches the process with a diferent professional perspective, and some see more merit than others in one aspect of an entrant’s case.

Te discussions that follow ofen change judges’ minds, their eyes and ears opened by colleagues to the strength of one entry over another. Te deliberations are lengthy, never rushed, with each judge explaining what appeals to them.

While that determines the Gold, Silver and Bronze winners and shortlisted fnalists of several categories, it is only the frst part of the process for those that are focused on the performance of people. Teir frst, second and third places are provisional, as there are interview panels for some, mystery travellers for others.

Te fnalists for Engineer of the Year, Manager of the Year and Young Manager of the Year are invited to a face-to-face interview in London to give a short presentation about themselves, what they do and how they make a diference in their workplace, and for panel members to question them more closely on

what makes them tick and their aspirations for the future.

Tese opportunities to meet the real person behind the entry are immensely revealing. Tey provide a deeper insight than is presented in the initial email entry. However, our panels are anxious not to appear intimidating. Tey recognise that the fnalists may feel nervous and endeavour to put them at their ease and imagine them in the comfort zone of their daily workplace.

Mystery travellers go out into the real world to put the fnalists for Driver of the Year, National Depot of the Year and the Operator of the Year awards to the test of fnding out how their impressive written entry matches the service the public experiences. Tey travel incognito in school term time, posing as ordinary riders paying for each journey, in the case of the operator and depot awards sampling a range of diferent services at diferent times of day and following the shortlisted drivers on a range of duties.

Tey observe and award points for the entire journey experience, from the bus stop before each bus arrives to the stop where their journey ends. Punctuality, reliability, information, presentation of the vehicle inside and out, the attitude and competence of each driver and the condition of the vehicle are all taken into account. Te points are weighted to place more importance on some aspects than others, and to ensure fairness the arithmetic of the weighting is a secret to which the mystery travellers are not privy.

Te mystery travelling scores either confrm or challenge the judging panels’ provisional decisions, and ofen overturn those initial decisions as it is the service on the ground that matters most when recognising excellence and preserving the integrity of the awards. It will also determine whether fnalists reach a standard that justifes a Silver or Bronze award.

And it is the deciding factor in selecting the winners among winners, the head-tohead run-of between the Gold winners of the Top City, Top Shire and Top Independent for Gold, Silver and Bronze awards in the top category of UK Bus Operator of the Year.

We are extremely grateful to all the judges and mystery travellers who have given their time this year and to all who entered this year’s awards.

SPONSORSHIP

Why are our sponsors, patrons and other fnancial supporters so important to us?

This article was written just a couple of days afer this year’s very successful awards ceremony at London’s iconic Troxy. Te event is the culmination of nearly 12 months’ hard work, category consideration, nominations, independent judging and candidate selection, face-to-face interviews, and not forgetting the main USP, the ‘mystery traveller’ check. Tis unique and carefully calibrated system involves up to 50 diferent aspects of an operation category entry.

As you can imagine, all this backroom activity, along with providing the muchanticipated and prestigious winners’ luncheon ceremony, has a cost and is only possible thanks to the much appreciated and generous fnancial support provided by our patrons,

sponsors, and supporters. We really could not do this without you. We thank you for enabling this long-established scheme that showcases the best of what the industry has to ofer and allows the industry to inform real people of how aware and how important and valued their contributions are.

In the words of our chairman and convener of judges, Alan Millar, “Tere are no losers here, only winners, more winners and even more winners.”

If you would like to be involved in this much-loved industry tradition, including benefting from the year-round positive media and trade press exposure and the all-important opportunity to meet and network with your existing customers and potential clients during the annual award presentations event, we would love to hear from you. If you are an existing supporter but have an idea that might enhance your stakeholder experience, we also encourage you to contact David Warrilow. David can be initially contacted by email at david.warrilow@transportawardsgroup.co.uk or via the link on our website at www.ukbusawards.org.uk.

■ Te UK Bus Awards is independent and managed as a not-for-dividend company.

■ www.ukbusawards.org.uk

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Congratulations to all UK Bus Awards winners, highly commended entrants and finalists! alexander-dennis.com