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First Cymru Launch their New Customer Charter

13 October 2015

Bus operator First Cymru are launching their new Customer Charter. The First Cymru team including Justin Davies, Managing Director, will launch the event at Swansea Bus Station, Swansea City Centre on Thursday 15th October.

The document sets out exactly what a customer can expect when they travel on a First Cymru bus and was worked on alongside Bus Users Cymru, an independent body who work with bus operators, the Welsh Government and other organisations to drive up standards on buses across Wales.  

The document, which is available in English or in Welsh, will be able to be accessed online at as well as at First Cymru bus stations and some local libraries.

The idea behind the Customer Charter is to give a clear set of expectations both for the customer and the company meaning that customers know exactly what they should expect and, in the rare occasion, when something goes wrong, they know what the company will do to put it right.

The Charter includes information on everything a customer might need to know or might encounter when travelling by a First bus including how to buy a ticket to whether one can travel with a surfboard on a bus. It also includes details of how customers can contact First if they wish to make a comment or complaint.

Justin Davies, Managing Director First Cymru said: “We are pleased to launch the refreshed Customer Charter. The Charter sets out a series of promises that we take very seriously. Customers are at the heart of our business, without them we simply wouldn’t exist, this is why we remain absolutely committed to them.”

He added: “The Customer Charter also helps those people that aren’t seasoned bus users as it gives all the information anybody would need to catch a First Cymru bus. The Charter also includes details of what to do if the service we provide isn’t up to scratch. Feedback either positive or negative is really important as it allows us to learn lessons for next time.”

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