One only has to look at Google reviews to see that the 30 ratings average at 1.8 stars to see that Uno is not popular with its service-users.  Read a little further to their feedback and you will see that the below descriptions are not isolated to just a few people...

COST

The cost of the bus tickets have become so high that it has had a harsh impact on the service-users.  Many individuals in the local area rely on the services to take their children to school, attend university or college, attend their place of employment, or to do their shopping.  These people, on the whole, are on a low income and have no choice but to use the service even if it is expensive because they have no other choice. When the use of food banks is on the rise, this profiteering is unacceptable.

Example 1: a student single from Hatfield to Welwyn Garden City last year cost £1, meaning two journeys would cost £2.  This option was removed this year and as a result, the only way to travel to and from Hatfield and Welwyn Garden City is now to purchase a student's all-day zone 1 rover for £4.10 - the price of two journeys in just one year has more than doubled as a result of this change. 

Example 2: There are no discounted options for people on social security benefits meaning that a lone parent on income support with two children attending a school in the neighbouring town could be paying anything in the region of £45 a week to cover the school-runs.  If the amount for a week rover cannot be paid up front, this amount would be much greater.

Example 3: An adult in a part-time job on minimum wage would be looking at £20 + per week to get to and from work each day - over 10% of their weekly income.  And that does not even factor in possible school-runs either side of their shifts.

RELIABILITY

It is rare for a bus to arrive at its promised time.  It is appreciated that there may be on occasion issues such as roadworks or accidents that can cause delay, however the regularity with which buses are either extremely delayed or cancelled cannot be blamed on the issues outside of Uno's control.

The buses themselves are old and in poor condition, meaning that they often break down leaving the driver in an embarrassing position of moving his/her customers onto the following bus leading to long delays and overcrowding.

Quite often however, a bus will be delayed or cancelled through reasons unknown.  The effects on the passengers is often underestimated: missed GP appointments, warning letters for lateness to parents from schools, warnings from unhappy employers, and missed university lectures are just a few of the serious issues that occur when these delays happen on a regular basis.

SERVICE

Many customers have encountered rudeness from the drivers - including shouting, no apologies for delays, and no explanation for delays or cancellations.  Those who are polite and friendly are often weary and exhausted from the constant complaints from angry customers.

Drivers also do not seem to have received ample training before becoming fully-fledged drivers.  They often have no idea how to work the ticket machine, have not enough change for even a £5 note, and often drive past a bus stop despite many customers waving to call it over.

When any of the above issues are queried with the Uno bus helpline, rarely is any compensation offered.  In fact, it is rare that anyone will answer the telephone at all.  And if a member of staff answers, they can often be rude, abrupt, and not provide any help or apology.

Using the buses is part of many peoples' livelihoods and it is time that Uno stepped up to the mark and listened to their customers providing a service to be proud of.  This would not only benefit the customers: it would benefit local schools, employers, colleges, and universities.  Also, it is good business sense - if you keep your customers happy, you are likely to make more profit in the long run, and provide better working terms and incentives for the drivers.