First Bus back ticket inspectors after passenger complaints

First Bus customers say that its protection officers (RPOs) clad all in black are subjecting them to “disgraceful” behaviour despite having valid tickets.

But the company has hit back saying its inspectors, who were introduced onto its routes in June, are regularly monitored and wear body cameras to ensure they are acting appropriately.

The firm instead claims they have been the victims of “rude and aggressive behaviour”.

It comes as another passenger, a solicitor who works in the city, says she was thrown off a bus due to throwing away her paper ticket, despite having proof of purchase on her phone.

Her dad, Andreas Djiakouris, said his 25-year-old daughter, Serena, was shouted at in front of other passengers by aggressive RPOs.

Serena is the latest in a number of passengers who say they have experienced heavy-handed inspectors ordering them off buses midway through their journeys.

'SHE SHOWED THE RECEIPT' 

Mr Djiakouris, 60 from Scarning, said: "Serena regularly takes the bus to Norwich for work and was travelling to the city on July 31 when an RPO was conducting random checks.

"When approached by the RPO she showed the receipt on her phone as proof of purchase.

First Bus has backed its inspectors in the wake of more passenger complaints (Image: Arthur Maskell)

"Despite this the inspector became aggressive, shouting at her in front of other passengers and insisting she must have a physical ticket at all times.

"The RPO cited terms and conditions on their website but Serena pointed out that there's no signage on the bus indicating this."

Mr Djiakouris said after being thrown off at Easton and fined £50 the incident left his daughter "deeply upset and traumatised".

PAPER TICKETS

But First Bus has stood firm on its rules and said passengers must keep their ticket for the entire journey.

Piers Marlow, managing director of First Bus, said: "A valid, correctly issued, ticket has to be retained for the duration of the journey.

Andreas Djiakouris said he's appalled by how his daughter Serena was treated by the ticket inspectors (Image: Andreas Djiakouris)

"There's signage on all buses informing passengers of this.

"If a passenger throws their ticket away before the end of the journey they're at risk of receiving a standard fare charge as it's the only acceptable evidence of purchase.

"It's not acceptable to show evidence of having paid for a ticket on your phone as this could be for another journey and also doesn't show what type of ticket was purchased."

'IT'S CONCERNING'

Mr Djiakouris claims the inspector was more "focused on enforcing his authority than helping" and slammed their behaviour as "disgraceful".

He added: "I'm appalled by how Serena was treated.

First Bus says the paper ticket is the only acceptable evidence of purchase (Image: Newsquest)

"She lodged a complaint which the company still haven't replied to yet.

"This issue is also not isolated and there have been several complaints directed at the company, mostly with no response.

"It's concerning this is happening more often and that a company can get away with this."

It isn't the first time First Bus has been drawn the ire of angry passengers with multiple reports of RPOs being "rude and aggressive".

Sublim Tanjim visited her dad at the N&N in August and slammed the inspector's "extremely rude and aggressive nature, towering over us and being extremely intimidating".

Arthur Maskell branded the inspectors as abrasive, rude and with absolutely no empathy" after he was thrown off the bus and stranded in Prince of Wales Road.

FIRM DEFENDS INSPECTORS 

In response to the complaints, First Bus said inspectors receive ongoing training and are equipped with body cameras which it claims have found no evidence of inappropriate actions.

Mr Marlow added: "RPOs receive training before engaging with the public, regular ongoing training and development, as well as being regularly monitored.

"Body cams also record their interactions with passengers which is reviewed when alleged issues are raised.

"We haven't found any evidence of an RPO behaving inappropriately towards a passenger even in cases where they themselves have been subject to rude and aggressive behaviour."

The bus company stated it hasn't found any evidence of an inspector behaving inappropriately towards a passenger (Image: Arthur Maskell)