The winners of the Coach Operator 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.

From the winners of the three awards for different fleet sizes, 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.

Winner, Gold Award: The Kings Ferry

The Kings Ferry operates the largest commuter coach service in the UK. Since its acquisition by National Express, revenue has increased by over sixty percent and profitability by more than eighty percent. Customer satisfaction scores, meanwhile, are over ninety percent. The Kings Ferry aims to be the market leader in safety and has installed Alcolock in every vehicle which requires a breath sample with a zero alcohol reading from the driver before the engine can be started. In addition to The Kings Ferry’s commitment to staff development and engagement - and the high standards maintained in all areas of the company - the judges were especially impressed with all the work done to achieve modal shift from the car, and especially in comparison with commuting by train.

Who could be nominated?

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

... 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. Self-nomination was also acceptable.