My fflecsi friend

Thursday 17th June 2021

I’ve become a bit of a DRT connoisseur.

Sittingbourne, Weymss Bay, Liverpool, Speke, Leicester, Oxford, Sutton, Ealing, Teesside, Newport, Sevenoaks, Watford, Ebbsfleet, Scunthorpe, Milton Keynes … I’ve tried them all over the last couple of years. Regular readers will be all too familiar with my varied experiences so I’m delighted to report I’ve finally cracked the secret of how to make Demand Responsive Transport work like a dream.

You have to book your journey well in advance.

Ideally at least a few days before travel. Even a week ahead. That way, you get ahead of the algorithm’s fiendish habit of telling you there’s “no van available” (yes, some systems even call it a van that’ll be carrying you “in style” to your chosen destination).

Put bluntly, you have to game the system to book your bus ride to your destination, and importantly, back home again, before anyone else does. That way, you’re in with a chance to get a ride at the time that suits you.

And so to the Welsh version of DRT, fflecsi.

Welsh bus passengers were first introduced to fflecsi (Welsh for “flex”) in May last year, during Lockdown 1, as a way of saving resources on three low frequency town routes in Newport and instead run the full size single deck buses on a demand only system using ride sharing software with passengers using an app or a telephone booking. I took a ride once lockdown had ended in August and found it was an inevitability the service would partly revert to a traditional timetabled format as passengers returned. There’s now an hourly timetabled route 26A/C to St Julians in the north east part of Newport supplemented by a fflecsi on demand operation which also operates to the Rogerstone area to the north west.

Meanwhile TfW introduced further DRT fflecsi branded schemes elsewhere in Wales including a simple one vehicle operation in the north west of Cardiff, replacing the hourly localised bus route G1, a further scheme replacing route 152 in the Rhondda, a scheme in the rural area of Pembrokeshire, another in Prestatyn (former route 40) as well as Denbigh (former route 66), then the Conwy Valley scheme got going last November, and finally, on Monday of this week, an eighth scheme began in Ebbw Vale, Blaenau Gwent.

I decided it was high time I started giving these a try, and opted for the delightful Conwy Valley as a good bet to begin, especially as it enabled me to give the new TrawsCymru T19 which serves the area a ride too.

After my last experience of travelling all the way to Scunthorpe, only to find on arrival, it would be a few weeks before I could make my chosen journey at the time I wanted, I decided this time round, nice place though Betws-y-Coed is, I didn’t really want to be stranded there for a few days simply to travel a few miles across mid Wales over to Corwen so booking ahead would be essential.

All the more so because the Transport for Wales (TfW) way of making DRT a practical proposition for such a wide geographic rural area as Conwy Valley is to divide the area up and allocate certain days for fflecsi to serve different areas. So as my chosen segment is only served on Tuesdays, Fridays and Saturdays, and as my planned journey was on Saturday afternoon and I had to get back to Sussex that evening, I didn’t really want to hang around until Tuesday for a ride if no vehicle was available.

Oddly, I found I could book my intended ride in advance even though the fflecsi website FAQ page tells me I can’t.

Last Thursday evening when booking for Saturday I found time slots available every half hour so I chose 13:00-13:30 bearing in mind my TrawsCymru was due in at 12:50 and received confirmation on the app of a pick up between “13:05 -13:25” which was absolutely ideal.

As regular readers will know, I arrived in Betws-y-Coed on time and found it positively bustling on Saturday lunch time with everyone enjoying the sunny summer weather able to frequent the cafes, restaurants and pubs as well as enjoying the amazing scenery.

Even the Gwynfor Coaches operated Snowdon Sherpa route S2 had a reasonable few passengers on board as it arrived.

Fflecsi are very good at sending you confirmation text messages as well as giving details of your “next ride” showing in the app. I received my first one on Friday evening which uses the 12 hour clock format, while the next one on Saturday lunch time reverts to a 24 hour format.

It was good to see fflecsi has made it on to bus stop plates in the area, which must help raise its profile.

Even more reassuring, when I arrived in Betws-y-Coed I quickly spotted a smart fflecsi branded minibus parked up in the ‘layover area’ guessing it must be my bus ready and waiting.

Sure enough, as the text’s kept coming (see above) telling me my bus was “on its way” (despite it being within full view just parked up!), as 13:15 approached, the driver appeared, jumped in the cab of the smart looking Mercedes Sprinter, and drove round to the bus stop to pick me up.

I was greeted by the most friendly driver you will ever meet. John really was a delight to travel with and turned out to be a great ambassador for fflecsi, as well as his company, Llandudno based Alpine Travel (“North Wales leading coach operator”). If I lived in north Wales I’d seriously think about taking a coach holiday with Alpine if John was going to be the driver.

He made the fifteen mile journey over to Corwen along one of the most scenic stretches of the A5 an absolute pleasure and, what great service, even pulled up in a suitable lay-by for me to take a photograph to show just how delightful it all is.

John is obviously in his element working with his colleagues on the two other fflecsi buses which operate the Conwy Valley scheme six days a week (it doesn’t run on Sundays), telling me about his experiences including how he came across a mother and child recently who hadn’t booked a return journey and the algorithm was telling her there were no buses available to take them home before close of business that day at 19:00 so he personally rang round his colleague drivers to find a way of shuffling the software generated commitments to ensure she got home.

As, John told me, “I tell all my passengers to make sure they’ve booked their ride home” as they get on the bus.

TfW have done well to get Alpine Travel involved. If every driver is like John, then glitches in the software and “computer says no” syndrome, so common on DRT schemes, won’t come across as harsh and unfriendly as they otherwise do.

But, enjoyable as the journey was, I do wonder whether this really is the sensible way to be providing a service between Betws-y-Coed and Corwen, or the other remote rural destinations the scheme covers. It comes back to the same problem…… I don’t know if my neighbour in my remote village has booked a ride to leave half an hour before I try to book and therefore the bus will be gone on its way and won’t be available for some considerable time. But if I had known, I’d happily have booked a seat on the same journey and left half an hour earlier. And we might also have arranged to come back together.

If only the app could show journeys already booked and where seats are available? Like a kind of timetable type of thing perhaps?

It was near on a forty minutes ride until we arrived in Corwen and it was time to bid a fond farewell to John who was heading back to Betws-y-Coed for his next booked ride at 15:00. I wondered if they too would be a sole passenger enjoying the scenic ride home and the company of such a friendly driver.

John handed me a snazzy leaflet about the Conwy Valley fflecsi scheme with details of the area served and the fares charged.

Fares start as low as £1 for a local ride and a maximum fare of just £3. It would have cost me way over £20 if I’d taken a taxi to Corwen, probably pushing £30. So fflecsi is a real bargain, not least for Welsh concessionary passholders who travel free.

The bus is smartly kitted out inside making for a very comfortable ride when you’re travelling alone and can choose the one seat with ample leg room and offers a great way of enjoying the superb views in a way you’d never get from a taxi, or car.

Having got the knack of this book-well-in-advance trick, on Sunday evening, I booked my ride on the newest fflecsi scheme which began on Monday in Ebbw Vale, Blaenau Gwent.

My planned X4 would be taking me from Merythr Tydfil over to Ebbw Vale with an arrival at 14:11 so I booked a first day ride for 14:30 and received confirmation back on the app all was set for a 14:20-14:40 pick up …

… followed by the now familiar text in 12-hour format confirming the pick up at “02:32 PM” which was precise but very convenient, if a little oddly expressed.

Even more odd was a further text received an hour before my expected departure with the timing changed by a minute (presumably because the software had been updated by the vehicle’s latest progress), and the presentation shifting back to the 24 hour clock as seems the custom.

This latest fflecsi operation is operated by Stagecoach with the area covered divided into two zones. The Ebbw Vale zone to the west (zone 1) involves the replacement of two local bus routes the E2 to Briery Hill and the E4 to Garnlydan which both hitherto ran half hourly, with the E2 not running in the evening.

Fflecsi in Zone 2 to the east of Ebbw Vale, down the valley south of Brynmawr, compliments two hourly local routes (1 and 3) operated by Henleys Bus Services as well as routes E3 and X15 operated by Stagecoach which all continue unchanged. However, fflecsi only serves this area in the morning peak and afternoon peak and evening (between 06:00 and 08:30 and between 17:00 and 22:00) leaving the daytime to the conventional routes. I guess this gives a welcome new evening facility for part of the area.

A Stagecoach bus on route E3

You can get an idea of the geography from the Stagecoach route map of the area available online which perhaps a little confusingly still shows the now withdrawn routes E2 and E4, but without that passengers might not be aware fflecsi exists – and Stagecoach have put a notice about it if you try and find an E2 or E4 timetable online (as shown above).

I’d booked a trip up to Briery Hill formerly served by the E2. Previously the journey would have taken around 15 minutes due to the circuitous nature of the route.

As readers of my last post about Merthyr Tydfil’s new bus station will recall, my X4 was running 16 minutes late as well as actually being timetabled 10 minutes later than when I’d consulted Stagecoach’s online timetable last week (the timetable changed from Sunday), so there was no way I’d make a 14:31, or even an 02:32 PM, fflecsi departure.

However, there’s a handy “edit” function on the fflecsi app which I used to rebook my journey by changing the desired pick up time, and sure enough back came a reply with a revised confirmed pick up at 15:04.

The “Inner Bypass” bus stops in Ebbw Vale are a series of bus shelters completely devoid of bus information or timetables. You have to be a psychic to travel by bus in these parts.

However, impressively there was a bus stop vinyl displaying the fflecsi logo which was very reassuring and there was another passenger waiting there at around 15:00, so it was all looking good.

I was able to monitor the progress of my bus courtesy of the app, noting it was picking up and dropping off around Briery Hill and seemingly being quite a busy bus.

Texts kept coming, and another smart looking fflecsi branded bus arrived not long after 15:04 and three passengers alighted.

You also get a standard text each time chivvying you along, even when you’re standing right by the bus about to board.

The other waiting passenger, obviously an E2 regular, boarded and chatted to the driver while another elderly passenger looking very distressed asked the driver where the bus was to his destination, Garnlydan, only to be told there’s no scheduled bus now only the on demand service. He said he’d been waiting over an hour, and was clearly upset at the thought of not being able to get home. It wasn’t clear whether he’d booked or not or knew about the changes but from what I overheard I’m pretty sure he booked his outward and return journeys by phone before leaving home.

The driver checked his tablet/smartphone device but said he wasn’t booked with him, and the gentlemen was advised to phone the call centre again on the 0330 number – it’s to a centralised location which apparently looks after all the fflecsi routes. I would think it will get quite busy with calls from this area as the demographics didn’t look like they are frequent app users to me. It didn’t look as though this gentleman had a phone on him.

The Mellor minibuses being used by Stagecoach on fflecsi are also smartly turned out vehicles with much better leg room than the Sprinters….

… with a pleasant interior.

The driver didn’t offer a leaflet about the new service, nor did it look like any were available but I’m advised official Welsh Government/TfW policy is paper is a potential transmitter of Covid so no paper timetables are currently allowed. I despair.

It was an uneventful ride up the hill to Briery Hill especially as our driver decided not to follow the route recommended by his tablet/smartphone which he said would have taken over ten minutes (I think it was routing him via the former bus route E2), whereas he drove direct to the destinations chosen by me and the other passenger (which coincidentally were very close to each other) and did it in about four minutes. It cost £1.90.

It didn’t surprise me the bus was being well used, even on its first day.

Replacing two half hourly local bus routes with regular passengers travelling between home and the nearby town centre and back knowing exactly when their bus is due with a demand responsive bus where no one knows when a bus might appear until they make contact either by a telephone call or an app, seems a very odd decision to me. It’s “technology gone mad”. Using an app for technology’s sake rather than for passengers’ best interests.

It’s rather like the Arriva Click set up in Speke, where a regular timetabled one bus operation shuttling around on a fixed timetable is now running round trying to meet everyone’s “on demand” requests.

Which of course, is impossible. It’s a recipe for dissatisfaction. It’s OK if you hit lucky and either book well ahead and grab the bus when you want it, or happen to coincide with another passenger already booked. But it’s tough if not, and the chances are you won’t, and could face an hour’s wait or more, as the Garnlaydon bound gentleman did whom I met at the “Inner Bypass” bus stop, or worse still, be left stranded as he was and I was on my Scunthorpe experience, facing a wait of weeks.

It seems, the only way is to forget about just deciding to travel by bus and turning up at a bus stop when one is timetabled. Instead you have to plan a day or two ahead and book in advance for any certainty of travelling when you want to do so. (And cancel the ride if you change your mind,)

I can’t see how this is an improvement on the fixed timetable routes these schemes are replacing and sadly fflecsi hasn’t convinced me otherwise – although, I’ll happily admit, I’ve not been able to travel between Betws-y-Coed and Corwen by conventional bus before, so that was a bonus, as was meeting John.

And, I should add, the Stagecoach driver was also very friendly and helpful too.

There’s still five fflecsi schemes to try out as well as a whole host of new DRT schemes coming on stream in England (thanks to the DfT’s £19 million Rural Mobility Fund) as well as one starting in a couple of months in Aberdeenshire.

I’m set for a busy summer.

Roger French

17 thoughts on “My fflecsi friend

Add yours

  1. This is a nonsense. Using the same level of resources in terms of vehicles and driving staff does not reduce the cost of providing the service, Adding in a level of admin to use it increases the cost, and (as demonstrated in Ebbw Vale) alienates the existing userbase. Providing it at toytown fares reduces income and makes it permanently dependent upon needlessly high subsidies. Having to book services several days in advance is not the glorious demand responsive product promised by those who advocate such schemes.

    As somebody who operates conventional bus services commercially in a rural area where this nonsense is proposed as The Grand Solution by the Transport Authority, i’m finding it increasingly hard to justify any investment for the future. But that doesn’t matter; all they are interested in is having me support their enhanced partnership proposals.

    Liked by 2 people

    1. Some of them are even more inexplicable.

      North Yorkshire are launching a new DRT service next month, covering the area to the north and west of Ripon. There are several routes that operate entirely within the area covered by DRT, in some cases only running on certain days, requiring two buses in service – one of which the council runs themselves using a non-accessible minibus, and the other is run by Dales & District with a fairly hefty subsidy. The hours of operation of the DRT are exactly the same as the operating hours of the Dales & District bus (and considerably longer than the council minibus, which runs between 0930 and 1530 on weekdays only). But none of those services are being cut and the already loss-making services will continue to run alongside a loss-making DRT that allows passengers to make exactly the same journeys, and at a much lower cost for those who are not travelling on a free pass (£1.20 flat fare).

      As a North Yorkshire taxpayer, I am rather cheesed off at this profligate waste, and I can only hope that it is for a trial period to see what the take-up of the two services while they are running side-by-side, to ensure that they have a fair comparison of them running in the same circumstances, and that the intention is then only to keep the one that is working better.


  2. The North Wales Rover combined bus rail ticket has a 2021 leaflet. It has a ‘main bus route’ between Betws- y-coed and Corwen shown on its map. Does this ticket include the DRT service, I wonder?
    Coincidentally my partner wants to visit the Swallow Falls near Betws-y-coed on S2 route. Doable from a small village near Northwich, Cheshire with a rail station? Yes, at a price.
    Return train ticket to Llandudno Jn, cost £23. Two zone rover ticket at £14.10. Total £37.10 x 2. Sadly no bus only rover tickets covering all operators.
    May take the car instead if any rain in the forecast.


  3. I think you brought up one of the biggest issues with DRT here, they all come with fancy apps but the main user of these services tend to be from the older generation who tend to struggle to use said apps. It’s a complete misunderstanding of who the target market is

    Liked by 3 people

  4. It’s a lot of fuss to catch the bus.

    Although public transport has always been my preferred mode of travel, faced with these complexities, the need to book a DRT journey days in advance, and the dearth of information at ‘bus stations’, I would probably use the car, even though I would feel guilty and hypocritical about the added visual and atmospheric pollution.

    Liked by 1 person

  5. Like the Ring and Ride schemes for people with disabilities in Greater Manchester and elsewhere, DRT only works as a “distress purchase” for people who can’t afford a car or don’t drive. Needing to book days in advance is fine for a fixed appointment, eg at a hospital, but removes any spontanaiety. If we want bus to be a serious competitor with car it is a total non-starter.

    Many thanks for keeping documenting this sorry story!

    Liked by 2 people

  6. Hmm, makes me wonder. The poor pay so the rich can joyride.
    Wasn’t that what your namesakes had the guillotine for?


  7. I looked up (on the web) the Pembrokeshire Fflecsi for a friend who wanted to know about available public transport, before applying for a summer job in a coastal village. Easily found a web site with a map of the area covered. However, it said different areas were only served on certain days, but search as much as I could, I could find nowhere that told me what day, or days, it serves the area she was interested in. I have never found a DRT that makes any sense. The Ebbw Vale one sounds one of the daftest yet! interestingly I listened to a zoom meeting recently, where the MD of East Yorkshire was saying that the use of the North Lincolnshire DRT was growing, but has a long way to go yet. But despite use clearly being much lower than they had hoped, you were still unable to book a trip. Makes no sense to me !


  8. But, once a heretic…

    Is the DRT fashion anything to do with the British Establishment closing ranks against the Uber infidels. It wouldn’t be for the first time, would it? They aren’t perhaps exactly the most creative, although perhaps the most complicated!


  9. I suggest someone goes to Switzerland to see how the Swiss Post Office runs its PubliCar minibuses, though there are fewer than there used to be. I could have ridden once just by ringing on the day, but the bus happened to be at the other end of its operating area. Why do the British never look across the Channel?


  10. Having to box far in advance does removed the ability to be spontaneous….if only Richard Branson did buses well it looks like he does!


  11. One might even think that the people who spec out and code these algorithms have never used a DRT service in their life


  12. So how do DRT Schemes fit into this statement?

    In a statement to Parliament, the PM will announce £5 billion of new funding to overhaul bus and cycle links for every region outside London.

    He will set out a new vision to level up local transport connections throughout the country, making every day journeys easier, greener and more convenient.

    The package of investment will boost bus services by focusing on a range of priorities, set to include:

    Higher frequency services, including evenings and weekends, to make it easier and less restrictive for people to get around at any time of day

    More ‘turn up and go’ routes where, thanks to higher frequency, people won’t have to rely on timetables to plan journeys

    New priority schemes will make routes more efficient, so that buses avoid congested routes and can speed passengers through traffic

    More affordable, simpler fares

    At least 4,000 new Zero Emission Buses to make greener travel the convenient option, driving forward the UK’s progress on its net zero ambitions

    Liked by 2 people

  13. These type of service in most cases make no sense at all. They are very high cost and not at all flexible as unless you book at least 1 week in advance you have almost zero chance of being able to travel when you want, I have seen conra prices or DRT type service that range from £400,000 to £700,000 a year for a 1 bus service and as far as I can tell that does not cover the cost of the call centre and technology and to compound it the passenger loading most of the time are minimal in fact a lot the time he vehicles are just parked up

    There might be some place for these service in very rural areas but most are being introduced in Urban areas. The Ebbw Vales service has replace two regular service so is a huge step backwards and can only drive people away from using public transport

    The area is served by several other regular services as well. Stage coach 33. Phil Anslow X1 and Henlys service 1 & 3

    The only real source of information on these services seems to be the fflecsi we side but the information there is scant. There is a phone number

    From Q&A fflecsi responds to current demand, so you can only book when you’re about to travel. There’ll be a choice of services available.

    book by calling us on 0300 234 0300 Mon-Sat: 7am-8pm Sun: 9am-5pm

    I could find no reference to the service operating ours. I assume it must operate for at least the time the booking service is open

    Liked by 1 person

  14. Warning ⚠️
    At Llandudno Junction yesterday asked for 2 Zone North Wales Rover combined bus rail ticket £14.10. After 10 minutes no success in finding it. Tried the machine next to ticket office. Nothing on there.
    Then he found it.
    First bus I got on it was queried ‘that’s a train ticket’. At least I had the leaflet given to me (2019, not 2021) to show it was combined ticket. Driver not convinced but let us on.
    To be fair the tickets we were given had ‘Day Ranger’ on them and no mention of zones.
    Come on Transport for Wales, sort yourselves out. You can’t even decide between Rover and Ranger.
    Luckily the weather was perfect and all trains and buses on time (though Llew Jones minibuses on 19 route Llandudno to Betws y Coed need more than 2 cm cushioning for a 1 hour ride)

    Liked by 2 people

  15. I contacted Transport for Wales about the need to differentiate between Ranger and Rover tickets. Their reply below suggests that ticket uniformity avoids any confusion.


    “Rover tickets are available in a number of areas for specified periods of travel and Ranger tickets are Rover tickets are valid for 1 day.

    You can find full details about our Rangers and Rovers here:

    All tickets across our network including Sailrail which is travel by train and boat are uniform. As the front of the ticket specifies the ticket type, there is no reason to have differentiating layouts.

    Across the rail industry rail tickets are usually printed in the same way to avoid any confusion.”

    Liked by 1 person

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