Declining Service
We’ve been using A-line Coaches for a while now, and unfortunately, the service has noticeably gone downhill. It’s disappointing, especially considering how reliable and pleasant they used to be. Recently, it feels like the management just doesn’t care the way they used to — standards have slipped, and it’s becoming increasingly frustrating.
One thing we’ve noticed is the sudden appearance of new drivers wearing different uniforms, who just don’t seem as friendly or professional as the previous team. The change is really noticeable. Meanwhile, the few drivers still in A-line uniform — I believe one is named Simon — continue to be helpful and courteous, always quick to apologise if anything goes wrong. Drivers like him are the only reason we’ve stuck with the service this long.
I’m not sure if the company is being taken over or going through some kind of internal change, but their branding has completely disappeared from the buses. It makes the vehicles look shabby and unprofessional, which doesn’t inspire much confidence.
I don’t normally write reviews, but I’m doing so in the hope that someone at A-line takes notice and addresses these issues. We’d much rather see the reliable, well-presented service return than have to start looking for an alternative.
Reply from A-line Coaches, Gateshead
Dear Helen,
Thank you for taking the time to share your feedback regarding your recent experiences with A-line Coaches. We're truly sorry to hear that the level of service has not met your expectations, and we understand how frustrating it must be to witness a decline after previously positive experiences.
We take all concerns seriously, and your comments about staffing changes, vehicle appearance, and overall professionalism are particularly important to us. In order to fully understand the issues and investigate further, would you be willing to provide a bit more detail?
Specifically, it would be helpful to know:
The dates or approximate times you experienced these issues
Which route(s) or journeys they occurred on
Any further information about the drivers or vehicles involved
We’re especially grateful for your mention of Simon and his continued professionalism — we’ll make sure his efforts are recognised.
Please be assured that your feedback will be shared with the relevant departments, and we’re committed to improving the quality of our service. If you're happy to provide more details, you can reply directly to this message or contact us at operations@alinenortheast.co.uk
Kind regards,
A-line Coaches
