Driving Accessibility: Lydia Horbury Shares Advice for Bus and Coach Operators
As the Director for England at Bus Users UK, Lydia Horbury is dedicated to ensuring that public transport serves as a vital lifeline for communities across England. Appointed in 2023, Lydia brings a wealth of experience from her background in marketing and public relations, which began in the transportation sector and advanced through senior leadership roles in education. Her work focuses on making bus travel inclusive and accessible for all, addressing the challenges passengers face while advocating for high standards in transport planning.
Lydia will be joining a panel at the Confederation of Passenger Transport's CPT Operator Forum on Day 2 of Euro Bus Expo, "The Accessibility Challenge". Jenny will be sharing the stage Keith McNally, Operations Director at CPT, Chris Edwards-Thorne, Marketing Manager Global Transport at Altro, Jenny Tocknell, Head of Operations & Safety Assurance at National Express, and Roland Eglinton, Managing Director at Chalkwell Coach Hire. Together, they’ll delve into the evolving accessibility landscape, discussing regulatory requirements and exploring opportunities for operators to enhance passenger experience and inclusivity.
Ahead of her appearance in the Masterclass Theatre, we sat down with Lydia to discuss her insights on accessibility, her work with Bus Users UK, and the ways in which operators can make a difference. Here’s what she had to say.
Can you tell us more about Bus Users UK and what it does?
“The vision of Bus Users UK is that all communities have access to the best possible transport links. Our mission involves promoting inclusivity and accessibility in public transport, raising awareness of the effects of transport poverty on loneliness, isolation and social exclusion, and resolving passenger complaints. We are a charity registered in England, Wales, and Scotland, an approved Alternative Dispute Resolution (ADR) Body for bus and coach passengers, and a member of the Sustainable Transport Alliance.”
What are the most rewarding and challenging aspects of your job?
“The most rewarding aspect is seeing the positive impact of accessible and inclusive bus services on communities. Knowing our work helps people connect and lead independent lives is incredibly fulfilling. However, balancing the diverse needs of passengers with the realities faced by operators and local authorities presents a challenge. It's this challenge that drives me - working collaboratively to find solutions that ensure buses truly serve everyone.”
What’s the best advice you’ve ever been given?
"I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel" ~ Maya Angelou.
What’s your key takeaway of the year (so far)?
“The word ‘bus’ comes from the Latin word ‘omnibus’, meaning ‘for all’. So if a bus isn't accessible to everyone, it can't really call itself a bus, can it?!"
What can visitors expect to learn or experience from your session that will directly benefit their operations?
“Insights from our recently released report, 'Why Are We Waiting?' which explores disabled persons' experiences of bus travel. I will share some of our recommendations for improving accessibility at every stage of a journey- from pre-journey planning, boarding the bus, the travel experience, to alighting. These insights are designed to directly benefit operations by highlighting actionable steps that can enhance the accessibility and inclusivity of bus services, ensuring a better experience for all passengers.”
Based on your expertise, what advice would you give coach and bus operators to stay competitive in today’s market?
"Prioritise the trifecta of: accessibility, sustainability, and customer experience. By investing in accessible services that cater to the diverse needs of all passengers, including those with disabilities, operators can expand their customer base and enhance their reputation. Embracing eco-friendly practices and technology can also differentiate operators in an increasingly environmentally conscious market. Finally, maintaining strong communication with passengers—listening to feedback and continuously improving services - helps build trust and loyalty, keeping operators competitive in today’s market.”
What is the biggest challenge you see facing the coach and bus industry today, and how can operators best address it?
“The biggest challenge facing the coach and bus industry today is balancing the need for sustainable and accessible services with financial and operational constraints. As public expectations around environmental responsibility and inclusivity grow, operators must adapt quickly to meet these demands while managing costs.”
Looking ahead, what are the biggest opportunities for the coach and bus industry in the coming years?
“Looking ahead, the biggest opportunities for the coach and bus industry lie in sustainability, technology, and inclusive mobility. With the global shift towards greener transport, operators have the chance to lead the way by investing in zero-emission vehicles and sustainable infrastructure, attracting environmentally conscious passengers and securing government support. Technological advancements, such as real-time data, mobile ticketing, and AI-driven route optimisation, can enhance operational efficiency and passenger experience."
Additionally, there’s a growing opportunity to champion inclusive mobility by designing services that cater to diverse passenger needs, including those with disabilities, elderly individuals, and families. By embracing these opportunities, the industry can position itself as a critical player in building the future of sustainable and accessible public transport.”
What advice would you give to operators looking to future-proof their businesses, given the changes you've seen in the industry?
- “Embrace Sustainability: Invest in green technologies and practices, such as electric or hybrid vehicles and eco-friendly maintenance processes. This not only reduces your carbon footprint but also meets growing regulatory and consumer demands for sustainable transport.
- Prioritise Accessibility: Ensure your services are inclusive and cater to all passengers, including those with disabilities. Engaging with communities to understand their needs can lead to enhanced services that attract a broader customer base.
- Leverage Technology: Adopt digital tools for ticketing, scheduling, and real-time passenger information.
- Focus on Customer Engagement: Maintain strong communication with your passengers. Collect feedback regularly to understand their needs and preferences, and adapt services accordingly.
- Integration: Work with local authorities, community organisations, and other transport operators (train, tram, ferry etc) to create integrated services that enhance connectivity and multi-modal integration.”
Don’t miss the chance to learn directly from Lydia - register now and be part of the conversation in the CPT Operator's Forum at Euro Bus Expo 2024.
Meet the Brand: CVM World
We catch up with Ben Salt from CVM World to find out more about their brand and exhibiting at Euro Bus Expo, on stand 466
Tell us a bit about your company?
Since 2007 CVM World have been producing high quality Minibuses, Welfare Vans and specialist vehicles from our factory in the heart of Staffordshire. We partner with Stellantis Group (Peugeot, Vauxhall, Fiat, Citroёn), Ford, Maxus and Mercedes to manufacture and supply a range of vehicles.
Our manufactured Minibuses are type approved so you can be assured of quality, conformity and resale values.
We pride ourselves on build quality, which we call ‘The CVM Advantage’, twelve reasons why our vehicles are the very best. CVM World is renowned for quality, reliability and responsiveness, and not just our vehicles. Every aspect of partnering with CVM World including sales, finance, customer care, production and aftersales is customer focused.
Business Founder Paul Connolly has always had a passion for Minibuses and Campervans, he can still be found travelling across the UK and Europe with family and friends. The mission statement of CVM World is ‘Escape the Ordinary’ which is what the company demonstrates in both the vehicles it manufactures and the service it offers.
CVM World specialise in Minibuses from 9-17 seats, with or without accessibility. We offer a complete service from bespoke builds to contract hire and leasing, short term hire and trade in. Whether you buy new or used from CVM World all our vehicles have been through our comprehensive check list and presale preparation, carried out by our skilled technicians.
Our new vehicles all come with a three-year conversion warranty and our used vehicles with a variable warranty. We also offer breakdown recovery, fleet management and maintenance.
Tell us about your latest product(s), service(s), promotions or launches visitors can hope to see on your stand?
On Stand 466 CVM World will be showcasing two Minibuses manufactured at our facility in Staffordshire. The first is our best-selling Peugeot Boxer 17 seat wheelchair accessible Minibus, the second a Ford E-Transit electric Minibus. Both have been converted by CVM World to our exacting standards.
The Peugeot has been fitted with an underfloor lift which we will demonstrate at the Expo, enabling two wheelchairs to be carried aboard. A versatile vehicle, the Boxer also comes with ‘The CVM Advantage’ which includes a number of exclusive build features. These include our piped seating and colour coded seatbelts, reflective and insulated easy to clean roof and fully carpeted interior for added heat and sound insulation.
The Ford E-Transit is rapidly becoming a popular model for commuting and private hire. With two battery options, quick charging and versatile seating, it’s a compelling Minibus proposition.
Our Expo team will be able to guide you through our range of vehicles, optional extras, current stock availability, pricing and additional services. Please take the time to visit on Stand 466.
Why is exhibiting at Euro Bus Expo 2024 an unmissable opportunity for you?
The Euro Bus Expo is a great opportunity to meet with new and existing customers, forge relationships with new suppliers and gain insight into new innovations in our industry. We expect to generate business leads and new relationships which will directly contribute to our growth aspirations.
The Expo provides an opportunity to discuss the market with both peers and competitors, to share our common challenges, optimism and thoughts for the future – and hear from industry experts. It is a melting pot of information all under one roof.
Quite often we live in our own ‘business bubble’ and the Euro Bus Expo gives the opportunity to step outside and immerse ourselves in the wider industry. As a result the team comes away invigorated and energised with new ideas.
Meet the Brand: Pelican Bus & Coach
We catch up with Michelle Nelson from Pelican Bus & Coach to find out more about their brand and exhibiting at Euro Bus Expo, on stand V6
Tell us a bit about your company?
Pelican is the sole UK and Ireland importer and distributor of Yutong. Like many of our customers, Pelican is a fourth generation family business that places customer care at the heart of everything we do. Founded in 1919, three generations of the family currently work in the business. Our people are our greatest asset: from our 19 apprentices learning the business from the bottom up to the multitude of colleagues who have been with the company for many years.
Tell us about your latest product(s), service(s), promotions or launches visitors can hope to see on your stand?
Pelican Bus & Coach will have an outstanding stand at this year’s Euro Bus Expo 2024! We will be showcasing six Yutong vehicles, highlighting our commitment to innovation, quality and sustainability in the bus and coach industry. The vehicles will be: GTe14 Electric Intercity Coach; GT12 Touring Coach; TC9 Midi Coach; U11DD Double Deck Bus; E12 Bus and the E9L Bus.
But that’s not all – we are introducing a unique experience for visitors with our dedicated VR area. The VR headsets provide the opportunity to experience the Yutong vehicles driving stability and safety in different operating scenarios. This cutting-edge VR experience will take viewers through a high speed loop test, a comprehensive road condition assessment, a rain test and a test on how the vehicles handle steep inclines. Additionally viewers will be virtually guided through the Yutong vehicle assembly line, giving them an unparalleled, first-hand look at the meticulous safety measures which are prioritised in every aspect of the manufacturing process.
There is also the chance to win a 3,355 piece Yutong bus model kit in our daily draw. Simply leave your business card at our stand for a chance to take home this exclusive collectible. While you are there explore everything Pelican and Yutong have to offer, including our exciting VR experience.
Why is exhibiting at Euro Bus Expo 2024 an unmissable opportunity for you?
Euro Bus Expo is a premier event attracting key decision makers, operators and manufacturers and suppliers in the bus and coach industry. It offers the chance to build connections. Exhibiting at Euro Bus Expo allows us to showcase the new additions to the Yutong range.