Last Christmas First Bus in the South West/Bristol undertook a consultation, presumably because of the constant criticism they rightly received for their dismal service. For years they have been the target of anger and frustration from local people: the service is dire, overpriced and staffed - more than is acceptable - by people with an appalling attitude to customers. I think we've all known times, if we use the buses at all, when we've barely taken our ticket and the driver has put his foot to the floor throwing us around the cabin like a rag doll. I've seen that happen with a woman holding a baby (it didn't end badly, fortunately)!
The result of this introspection was to fundamental change of the system leading to the removal of return tickets throughout the region. The only option now is to pay for slightly cheaper single tickets, priced according to mileage, or pay for a day ticket that costs at least £6. In Bristol itself these changes seem to be somewhat popular, though time will tell if it makes any difference to the overall quality of the service.
Beyond, out in the sticks, it's a different matter: we are also affected by the lack of a return ticket option. Unfortunately this has had the effect of increasing the cost to make such a journey by at lest 25%. In response to my tweeting them about this (i have also made a formal complaint) I was told that 'fairer doesn't mean cheaper'. Not sure what else it means, nor how an arbitrary decision undertaken by management, who defend this by saying it's what customers wanted, is in any way fair.
As an example, a return trip to the Jobcentre used to cost £4.40. Now I have the choice of paying £2.80 each for two single tickets, or £6 for a day ticket. Had that journey been slightly further west (it fits within the influence of the Bristol city zone) that day ticket would be £7 instead. By any definition this is not fair. There is no reason to scrap return tickets at all. They do not require any significant change or difference in the ticket mechanism. This is laziness on the part of a company that needs to be divested of its control over a vital public service. This is the perfect example of the failure of privatisation.