U-Go Mobility: Bus operator apologised for poor service in Sutherland Shire, Hurstville areas

The new bus operator in Sydney’s south has apologised for its shambolic first month, which saw stories of kindergarten kids ordered off the bus to walk home and dozens of services cancelled.

The bus operator has apologised (file image). Picture: Joel Carrett

The new bus operator in Sydney’s south has apologised for its shambolic first month, which saw stories of kindergarten-aged students ordered off the bus to walk home and dozens of services cancelled.

U-Go Mobility, which has serviced the Sutherland Shire, Hurstville and Bankstown regions since July, was recently issued a show cause notice by the NSW Government to justify why it should retain its contract.

In the operator’s first week responsible for the region’s buses, horror stories emerged of schoolchildren, including kindergarteners, being told to get off a bus and walk kilometres home; buses sailing past students; and on some occasions passengers were directing drivers.

More than 330 trips were suspended as part of the temporary timetable in the first week, with the operator short 76 bus drivers.

On Wednesday, U-Go Mobility’s new managing director Daniel Corbin issued a statement apologising to the community.

A number of bus users have experienced horror stories in recent weeks in Sydney’s south. Picture: Dylan Coker

“We deeply regret the unacceptable service that has been provided since we began bus operations on July 1,” he said.

“We understand you rely on our services and that many people have faced inconvenience and frustrations due to our performance. We are working to do better.

“We understand that actions speak louder than words, so we are taking immediate steps to address the issues.”

The bus operator was issued a show cause notice by the NSW Government. Picture: Christian Gilles

The promises by U-Go Mobility include achieving a reliable timetable, supported by subcontracting school services to another operator, improving communication of service changes or cancellations through social media and the Trip Planner app and boosting expertise in positions across the company.

The bus operator is also offering a $5000 sign-on bonus to new bus drivers, as well as a $5000 retention bonus to existing drivers.

The apology comes following a public rebuke by Transport Minister Jo Haylen last month, in which she described U-Go Mobility’s transition as the new bus operator as “nothing short of appalling”.

At the same time, Holsworthy MP Tina Ayyad said the service provided was “completely unacceptable” and her office had received dozens of emails and calls from concerned parents about bus delays and cancellations.