I tried Telford & Wrekin Council’s new on-demand buses – this is what I found

The Local Democracy Reporting Service tried the new Telford on demand app and bus on January 31, four days after its official launch on January 27.

Demand responsive buses have already been running in Shrewsbury for some time and now Telford has joined in with its own trial with a service that runs between Telford, Madeley and Ironbridge.

A spokesperson for Telford & Wrekin Council said it is “quickly rectifying” problems with the app.

“The new demand responsive travel service, known as ‘Telford on-demand’ – is being trialled in Ironbridge, Madeley and for journeys to the town centre and we are actively encouraging feedback.

“It means buses are now available when people need them and like all new concepts, needs minor adjustments to the app which is in use nationwide.

“We are happy to hear of any teething problems so the service can be fine-tuned, before wider use across the borough, queries that are raised can be and have already been quickly rectified.

“We are encouraging people to use the app, and events are being arranged where the team will be on-hand to support people with any questions. We’d like to host one as soon as possible and to take part, please email the team at ondemand@Telford.gov.uk.

“This technology means new bus routes are cheap, affordable and available when people need them. There is no need for fixed timetables or pick-up points and is as simple to book and pay for as a taxi service.

“Together with the council’s other bus services, this new service allows passengers to connect with the places and people they want to visit, supported by the council’s other services charged at the consistently low fare of £2 per journey and just £1 for a child (under 19).

“We’re confident that the public are ready for this change and we would like to assure passengers that support is available throughout the trial and drivers on board are happy to help with questions, helping get passengers to their intended destination.”

Anyone who knows taxi services or food deliveries which use apps will be familiar with the principle. You book it on the app, it tells you where it is and how many minutes away the vehicle is.

It’s a bit like a cross between a bus and a taxi. It’s not a taxi because it can only take passengers between Telford town centre and Ironbridge. It is not a 24-hour service and it does not operate at weekends. And it currently only costs £2 for a single journey.

It’s more like a bus because passengers can be picked up en route. But as this Local Democracy Reporter was the only passenger on the way in and out of Ironbridge on Friday afternoon, that aspect was not tested.

I found problems right from the off.

Downloading the Travel Telford On Demand app was the easy part. Issues cropped up as I sat in my car in the town centre trying to set up a payment method. It gave PayPal as an option but then the computer said no.

The only other option was apparently a credit card. But I put my debit card details in and after some crunching of digital wheels it was accepted. Cards are charged after passengers get to their destination.

Next to arrange my ride to Ironbridge. There wasn’t a pick-up point at the bus station, unlike Shrewsbury, so a yomp around the corner from Southwater to Grange Central was called for.

It directed me to Matheson House, which I Googled because the app was not clear. A massive calendar blocked my view of my booking details. It was so convoluted that I cancelled my ride, and tried again.

The time 12.35pm appeared as an apparent pick-up time, so I headed round to Grange Central, wondering why the pavement suddenly runs out. There are no signs for Matheson House that I could see. But I figured it out.

12.35pm came and went before I noticed that the initial time is only a holding time, with the actual pick up being half an hour longer, so I yomped across the car park to Telford Shopping Centre for a coffee.

The arrival times given were a tad over optimistic. I followed the little icon traveling from Dale End car park at Ironbridge, past Madeley, and into the town centre.

15 minutes turned to 14, back to 15. And I’ll swear the last 5 minutes was 10 - but perhaps that’s because I felt frozen to the bone.

There were no other passengers on the neat, clean and tidy minibus on my way to Ironbridge, or on the way back either. The service has only been going for a week so that’s probably not a surprise. Bus services that have been around for years can be empty.

A visit to Ironbridge is always a pleasure but I made sure that I booked my return almost as soon as I sat down for coffee, this time aware of the issues.

The driver gets 10/10 for customer service. He had parked up at the bus stop where he dropped me off and was waiting. That was before he knew I am a reporter, so no special treatment there.

The vehicle I travelled in was clean, the journey was good and I felt safe. It had seatbelts.