We intend to investigate the complaints raised in detail. We would like to point out at this stage that drivers are given a week's full route training and route maps are available. They are also given an induction when they start at TM Travel which involves a safety video and they are told at this stage that if they are in any doubt about routes to inform the company to allow us to provide further training or route descriptions.

With regard to the comments on buses breaking down, we would like to make it clear that our buses are serviced at the proper intervals and records are kept in accordance with V.O.S.A Regulations however breakdowns can happen, we do strive to send out a replacement bus straight away. We understand and sympathise with passengers who are left waiting for buses when this happens.

We will carry out a full investigation to see if we can improve our service. A company representative will contact Heike Huschauer to talk over her points raised in the letter.

We do value customer feedback and we can only apologise sincerely that she has had problems on our services and received little communication with regard to her complaints.