Nantwich passengers raise concerns after FlexiLink and Go-Too bus merger
Passengers have reported booking difficulties and uncertainty over door-to-door support following changes to Cheshire East’s on-demand bus service, although the council says proble
By Nantwich News
Concerns have been raised by Nantwich passengers following changes to Cheshire East’s on-demand bus service, with some elderly and vulnerable users reporting difficulties adjusting to the new arrangements.
FlexiLink and Go-Too were brought together under the Go-Too name on August 3 as part of an expansion of the service across Cheshire East.
The council says the changes are intended to provide more flexible transport across the borough, including additional evening and Saturday journeys.
However, Nantwich councillor Anna Burton says she has been contacted by residents who relied on the previous FlexiLink arrangements and are finding the replacement service more difficult to use.
Among the concerns raised are difficulties securing regular journeys, problems getting through on the telephone booking line and uncertainty about door-to-door assistance for passengers who need additional support.
One resident told Cllr Burton that she was no longer able to go out because she could not manage without being collected from her door and assisted onto the bus.
Cllr Burton said this was particularly concerning because accessible transport should help residents maintain their independence rather than leave them feeling more isolated.
She said a group of 12 regular passengers had previously developed confidence in using FlexiLink and travelling together.
The councillor acknowledged that some of the problems could be temporary issues associated with introducing the new system but called on Cheshire East Council to examine how the service could be improved.
She wants greater certainty around regular journeys, appropriate door-to-door assistance for eligible passengers and sufficient capacity for people who prefer or need to book by telephone.
Cheshire East Council has responded to the concerns.
Cllr Mark Goldsmith, cabinet member for highways and transport, said passengers do not have to make reservations two weeks in advance.
He said capacity is limited, however, meaning passengers who book earlier have a greater chance of securing their preferred journey time.
The council has also acknowledged that telephone lines were considerably busier than expected during the transition.
Existing FlexiLink customers had been asked to rebook their journeys before the change, but the council said many had not done so.
Some calls also took considerably longer than normal while staff helped passengers move to the new system.
Cllr Goldsmith said telephone availability was now improving as more passengers completed the transition.
There is also a distinction over door-to-door assistance.
Cheshire East’s current guidance says some passengers can continue to receive door-to-door transport, subject to assessment and eligibility.
However, Cllr Goldsmith said drivers cannot provide assistance that requires them to leave the vicinity of the bus.
Questions have also been raised about the usefulness of the newly introduced evening journeys.
Cllr Burton said the timetable did not always work well for activities such as theatre visits, where passengers need to arrive before a performance and travel home afterwards.
The council said the evening operating hours were not designed around theatre performances, night shifts or pub and restaurant closing times.
Go-Too now operates across Cheshire East through four travel zones.
Services run from 9.30am to 2.30pm and again from 4.30pm to 9pm Monday to Friday, with Saturday services operating between 9am and 6pm.
Adult single fares are £4, while passengers under 16 pay £2. Concessionary bus pass holders can travel free.
Journeys can be booked using the Go-Too app or by telephone.
The expansion follows the original Go-Too pilot in the Nantwich area and was funded through the government’s Bus Service Improvement Plan.
Cllr Goldsmith said the transition had inevitably created difficulties, some of which had been difficult to anticipate.
He said the service appeared to be improving, with complaints reducing and passengers increasingly making use of the additional evening availability.
For regular users in Nantwich, however, the concerns highlight the importance of ensuring the expanded service remains accessible to passengers who relied on the predictability and personal support offered under the previous FlexiLink arrangements.