of success for Snap. Traffic congestion is a
problem for everyone, but a good coach
driver is still the key.
Says Thomas: “We can’t control the
traffic, but that doesn’t matter. Our worst
ever delay was a Nottingham-London coach
that took eight hours because the M1 was
blocked by a crash. 100% of customers
on that journey rated it five-star.
“And that was due to the driver, Liam
Barry of Roberts Coaches: He looked after
them absolutely brilliantly.
“I knew what had happened so I went
to see the customers get off the coach.
After eight hours and they were all smiling
and having a chat with Liam. It proves that
there’s nothing outside your control.”
The app-based, star-rating backed product
is certainly right for the modern world.
Customers can see where the vehicle is
(by tracking the driver’s mobile), meaning
that there’s no equipment required on the
Roberts is one of the
32 partner operators
that work with Snap
Because all customers have a smartphone,
they know where the coach is, and Snap can
communicate with them, “and that’s hugely
valuable,” adds Thomas.
Yet driving everything that Snap, and its
operators do, is the desire to deliver quality.
Operators and drivers are incentivised to do
this, and in the modern world, reputation
Thomas says that Snap plans that by 2021
it will be a “mainstream national travel
brand, operating through our partners with
large volumes of journeys. Will we replace
National Express and Megabus? Absolutely
not, we will be doing something different.
Largely we will be generating new trips.
“Already 25% of our trips would not have
happened with anyone else, because the
price and journey time combination from
the area they live in, to the area they are
going to, is on an agenda that didn’t exist
“We can bring a new generation - not
by age, but by outlook - into coach travel.”
In this respect, Snap is already at the top
of the pack.
// At least two
invested in new
for Snap work //
it also carries out everything in-house,
from software development onwards.
Its London offices, ironically converted
from a building once used to stable horses
for Walthamstow’s tram network, houses
With 100,000 journeys under its belt,
and 20,000 active customers, Snap already
has a good presence.
Customer satisfaction is at the heart
40 / ROUTE-ONE.NET 3 OCTOBER 2018