Norwich MP Alice Macdonald has crisis talk with First Bus

Last Friday Norwich North MP, Alice Macdonald, sat down with bosses at First Bus to discuss ways to improve the service after months of customer backlash.

People had reported multiple incidents regarding the company's Revenue Protection Officers (RPOs), throwing people off buses and their confrontational way of dealing with passengers when inspecting tickets.

Now the timeline for a new digital ticket system could be sped up to remove the need for paper tickets altogether.

A new digital ticket system could be brought forward after crisis talks were last week (Image: Newsquest)

Ms Macdonald said: "I had a productive meeting with representatives from First Bus.
 
"We discussed issues raised by constituents including concerns around ticketing as well as reliability of routes and access for wheelchairs and pushchairs.
 
"First have reassured me that they're conscious of these issues and working to provide solutions for customers.

"This includes accelerated digitisation to reduce the need for paper tickets as well as ensuring any passenger - who does not possess a valid ticket - is treated calmly and with dignity."

READ MORE: City centre pub on sale AGAIN less than a year after new owners took over

Piers Marlow, managing director for First Bus, said: "We discussed our plans to introduce the Tap-on Tap payment system to our vehicles in the next 12 months.

Norwich North MP, Alice Macdonald, said she wanted to ensure any passenger who doesn't possess a valid ticket is treated calmly and with dignity (Image: Newsquest)

"This system will mean greater convenience for passengers using contactless payment methods for adult single and return tickets on the bus as they will no longer be issued with, or require, a paper ticket.

READ MORE: Hotel owner claims 50pc loss of business due to council hygiene re-rating delay

"We also had a positive discussion about our RPOs and how we're implementing measures to help raise awareness our conditions of travel.

"We expect high standards of conduct in everyone, including our RPO's, with Ms Macdonald meeting one to ask questions about how and when standard fare charges are issued.

"This included the issues they face day-in day-out with tackling ticket fraud."

First Bus said it plans to introduce the Tap-on Tap payment system to its vehicles in the next 12 months (Image: Submitted)

FIRST BUS CONTROVOSY

First Bus has been under fire since bringing in black-clad RPOs last March, with multiple passengers claiming they have been rude and aggressive when enforcing the company’s ticket rules. 

The bus firm, however, has counteracted these claims saying that the officers are being regularly monitored and no evidence has been found that they have behaved inappropriately.

The most recent altercation came earlier this month from an 18-year-old City College Norwich student, Mr Harrison, who said he was thrown off a bus by inspectors when using a student pass, because he did not have the correct form of ID.

First Bus has been under fire since bringing in black-clad RPOs last March (Image: Arthur Maskell)

In October Tori Seager bought a ticket via her phone and was told by the bus driver she didn't need a physical ticket.

However despite showing her Google Wallet notification to the inspectors when challenged Tori was told this wasn't enough and she did, in fact, need a paper ticket.

Another passenger says she was thrown off a bus due to throwing away her paper ticket, despite having proof of purchase on her phone.