Passengers have been left furious after a coach company hiked its fares by up to 45% and scrapped its monthly and annual tickets.
The changes affect Redwing Coaches’ 735 and 736 commuter services, which run between North Kent and central London, including Canary Wharf and the City.
Redwing Coaches operates commuter routes linking Gravesend, Higham, Northfleet and surrounding areas with central London, including Canary Wharf and the City. Photo: Redwings Coaches
The company said these are the only routes it operates on a commercial basis.
Under the new pricing structure, introduced on May 5, a day return rose to £26 and a weekly ticket increased from £73.50 to £120, while monthly and annual season tickets and the popular Book of 10 were withdrawn.
In a statement, Redwing Coaches said the routes, from Gravesend and Higham, were “significantly loss making” and regrettably, there was no other option than to increase the cost.
The company said it is investing in new ticketing and tracking technology from June 1 and is exploring an app-based booking system.
But travellers on the route have hit out at the changes and the way it was communicated.
Lesley Gordon, who travels with Redwing Coaches to Canary Wharf three days a week
“My fare has gone from £18 a day to £26,” said Lesley Gordon, who lives in Chatham and drives to Higham to catch the coach to Canary Wharf three days a week.
“My salary doesn’t go up 45%. We expected some increases, but not at this level. It’s just not workable.”
Ms Gordon said the Book of 10 was particularly useful for people working hybrid patterns.
“Most people don’t go into the office five days a week anymore,” she added.
“The book of 10 worked perfectly for those doing two or three days a week because it gave us flexibility.”
David Hicks, who drives to Gravesend to board the Redwings service to London where he works for an IT company five days a week, was also upset.
David Hicks, who works for an IT company and commutes to London with Redwings five days a week
Mr Hicks said commuters would have understood if the company had explained openly that rising fuel and operating costs meant fares had to increase.
Instead, the Frindsbury resident said passengers were given little warning and were left to discover the changes when they tried to buy their usual tickets.
“There was no communication at all,” he added.
“We were hearing it from the drivers because people suddenly couldn’t buy the tickets they normally used.”
Mr Hicks said passengers raised concerns on Redwing’s Facebook page after the changes were announced, but claims many of those comments were later deleted.
Redwing had also introduced a major fare increase around two and a half years ago, raising the cost of an annual ticket from about £2,100 to £3,350.
“They increased prices before and said they were going to improve and expand the service, but nothing happened,” added Mr Hicks.
They’ve lost the trust and respect of long-standing customers
“They’ve lost the trust and respect of long-standing customers.”
But Redwing said it “absolutely” values its customers and despite their “understandable disappointment” the transport operator remains hopeful there will be an understanding of its position.
It denied accusations it was about profit, saying the move was “genuine attempt to ensure service continuity rather than any attempt to increase profitability”.
It is statement it added: “Following our own due diligence, we have identified various areas that pose a commercial risk, two of which are the 735 and 736 commuter routes.
“These routes are significantly loss making therefore, regrettably, there was no other option than to increase the cost of a journey.
“Specific to the question surrounding removal of certain products, namely a Book of 10, Monthly and Annual.
“These products have been removed as they inform a loss leader.”
But for Mr Hicks and Ms Gordon, their relationship with the coach company appears to have come to an end as they both opt to drive instead.
Ms Gordon said she and five friends have decided to stop using the service and travel together by car.
“They’ve lost six of us already because it’s no longer feasible,” she said.