As coronavirus restrictions eased, Victorians flocked to the shops to spend their lockdown savings, with Transdev there to help them get to and from major shopping centres.
Our experience of Black Friday and Boxing Day sales usually means increased traffic around shopping centres resulting in long delays, diversions and a poor customer experience.
In 2019, major traffic jams around Chadstone Shopping Centre and Essendon DFO resulted in significant delays for our Route 903 services.
Without bus priority lanes in and around the two major shopping centres our operations team faced a challenge: how to reduce the impact of heavy traffic on Route 903, one of the longest bus services in the southern hemisphere, while ensuring bargain hunters can still get to major shopping centres?
The team implemented dedicated shuttle bus services to DFO Essendon and Chadstone Shopping Centre on Black Friday in November and Boxing Day while diverting our regular Route 903 services around these congested shopping centre areas.
Transdev also deployed customer service staff to assist customers getting to and from DFO Essendon and Chadstone.
The shuttle service ensured no Route 903 stops were missed, shoppers were delivered to the door of the shopping centre and regular Route 903 services could avoid traffic jams ensuring other passengers can get to their destination on time.
The solution resulted in significant improvements in punctuality and a more than 88% reduction in customer complaints.
Daniel Head, Head of Operations said, “Shuttle bus services for seasonal events like sales are a good example of how customers drive our decision making in the delivery of better mobility solutions.
“It delivered a better outcome for our customers delivering reduced travel times for passengers and helped us better manage driver fatigue and staff in our operational control centre.”
The initiative proved so successful, shuttle services will be used for similar seasonal events.