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The winners of these awards deliver consistently excellent customer service. The operators demonstrate their success through sustained effort.

They have shown that they:

• are financially sound
• maintain high operational and engineering standards
• give priority to the Health and Safety of staff and passengers through comprehensive risk management
• invest in their fleet and staff
• form effective partnerships
• identify with and respond to the communities they serve
• always strive to sustain and grow the market for coaches and coach services.

As well as this award for the larger operators (with fleets of over 51 vehicles), there are two others for buisinesses with fleets of 15 vehicles or fewer and between 16 and 50 vehicles.

From the winners of these three awards, the judges chose an overall winner, named UK Coach Operator of the Year.

For each of the categories, customer nominations were sought from group organisers and other industry clients. Nominated operators are also  invited to submit further information to the judges.The judging process also includes 'mystery shopping' of the nominated operators to test their commitment to customer service.

Who could be nominated?

The awards are open to all operators of coaches for hire to the general public or used on tours and excurions.

... and by whom?

Group organisers and other clients who hire coaches on an occasional or regular basis were asked to nominate the coach company which has delivered the best service to their groups.

Gold Award Winners: The Kings Ferry, Gillingham, Kent

The Kings Ferry was founded by Peter O’Neill in 1968, and he ran the business with his family until 2007, when it was sold to current owners National Express Group. The emphasis is on high quality service and vehicles for both its high-profile commuter services and its extensive charter work. In this market, The Kings Ferry is a leading supplier of VIP coaches to football and other sporting teams.  A renowned and respected operator with a fleet of 85 coaches, embracing the very highest standards in all areas of the business. Standing out from the competition is what makes a good business great and the success of The Kings Ferry is testament to this approach. The judges acknowledged the pursuit of excellence in all areas of the company and the success that this has brought.

Silver Award Winner: National Express

National Express is the UK’s largest scheduled coach operator, with 500 vehicles serving over 1,000 towns and cities every day – including connecting services to all the major UK airports, offering great value and accessible travel to all. Established for 40 years, National Express is the partner in the Eurolines network and also operates The Kings Ferry coach commuting network and luxury vehicles.

Arguably one of the most iconic brands in coaching, but the company has had to work hard to remain in the top echelon of the industry. It recognises that partnerships are often the key to success and has entered into several high profile business relationships across a wide range of activities. The aim is not only market retention, but market growth, and the company sets the highest possible standards for itself and its customers.

Bronze Award Winner: Shearings Holidays

Shearings Holidays is the UK's largest coach tour operator, with a history dating back to Webster's Tours in 1903. Today, the company has a fleet of around 140 coaches, and employs around 650 people. The company offers a wide range of holidays by coach, including short breaks, escorted tours and river cruises (with coach transfers) to destinations across the UK, Europe and beyond.

It is a modern, forward-looking business determined to maintain and develop its position as the UK’s largest coach tour operator. It seeks to address common misconceptions about coach holidays with targeted marketing aimed at winning new business. The judges felt that this approach, combined with continuous investment in vehicles and staff, made Shearings a worthy winner of the Bronze Award.

Highly Commended: Reays Coaches, Wigton, Cumbria

Reays operates one of the largest private hire fleets of coaches in the North of England, with more than 60 coaches and 120 staff. Based at Wigton, Cumbria, the independent, family-run firm also runs its own holidays, day-trips and events service throughout Britain and Europe and has UK contracts with international travel firms to carry overseas visitors. The company, formed in 1980, has a busy sports portfolio too, including several professional football clubs.

Reays is a progressive company which has continued to invest in the future of the company despite the current economic difficulties. There has also been a determined policy of improving standards in all areas of the business. The judges commended this approach, which has made Reays one of the premier operators in Cumbria and the North East of England.