A SCHOOL bus service has been criticised for poor punctuality, miscommunication and overcrowding but the operator claims issues have been resolved.

The Xelabus school bus from Colden Common to Kings’ School was forced to change its timetable after kids were late to lessons due to unforeseen traffic levels through Twyford causing delays of up to half an hour.

As well as congestion, pupils and parents have noted that buses have been overcrowded with children “unsafely standing up on stairs”, according to one pupil.

Xela Group’s managing director, Gareth Blair, said: “We have experienced capacity issues and this has been mainly due to a number of students using the buses who do not have bus passes.  Our safeguarding policy is to not leave any students at roadside and as such we have a duty to carry all students.”

The transport provider has since “ramped up” management of bus passes and is working with Hampshire County Council and the school to speak to parents and students who do not have valid bus passes to inform them that not having eligibility is causing overcrowding issues across the buses.

Drivers are also educating students to not put bags on seats next to them taking the space of others causing many to stand. 

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The timetable was amended two weeks into term to make allowances for the rising levels of traffic for students catching the bus from Colden Common, Otterbourne and Twyford (531-535 services).

Despite claims that issues have been resolved since the changes, a year seven pupil has said that his bus (the 532 from Colden Common) has continued to be inconsistent. Since the beginning of term on September 2, the pupil reported to have missed the bus completely three times due to lack of communication on timings.

The 11-year-old said: “They send details not on their obvious page. It normally delays our first period and sometimes results in us getting soaked in the rain and getting our books wet.

“We might have homework which they explain how to set it up online. Then we also miss our tutor time which they give us the resources which we do not have.

“What I’d like from Xelabus is good timings, an understanding for complaints, apologies and finally a way of contact. They have been generally rude, and they think they are the best.”

Posted by Xelabus on October 5:

Business manager for Kings’ School, Ben Culleton, said: “Due to these higher-than-normal traffic levels, the buses initially struggled to transport Kings’ pupils to school on time. It appears that local traffic into Winchester has returned to pre-Pandemic levels.

“After feedback from parents, I engaged with Xelabus and they were quick to act in altering their timetables to suit our needs. Since then, pupils have been transported to school on time, barring any unexpected roadworks or snarl ups caused by other traffic accidents en route."

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Changes to the timetable made from Tuesday, September 13 were communicated by parent mail but a number of parents commented in the Colden Common Residents group on Facebook that they didn’t receive an email about buses being 10 minutes earlier.

Mr Culleton added: “After agreeing alterations to the bus timetables, the school made the decision to make immediate changes. This was communicated to parents the same day but we accept that not all would have seen the revised timetables in time. Any pupils that missed the start of the school day, have not had their attendance records affected.

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"It is my opinion that the problems were solved in the first two weeks of term by altering the timetables. There will always be unexpected delays due to added congestion, roadworks and traffic accidents, all which are out of the school’s and Xelabus’ control.”

The Xela Group managing director added: “Bus punctuality has improved hugely and we are in regular daily contact with Kings’ school with regular reviews and upcoming traffic issues that could affect the running of a bus service.”