Summary: “Running quality, high-frequency service draws people in, giving people great service at a value that they cannot beat.” Giles Fearnley, Managing Director for First Bus, discusses how congestion issues and the economy are factors in declining ridership. Fearnley also shares his strategy to combat these challenges by improving the customer experience by providing ticketing and real-time information through the First Bus mobile app, increasing bus frequency, and changing their bus networks.
