Complaints after Arriva makes changes to bus network in Watford area

Arriva introduced a raft of changes to its routes in the Watford and Hemel Hempstead areas in mid-April which it says was a "direct response to reduced passenger demand".

It saw some routes axed, such as the 320 between Hemel Hempstead and Maple Cross and the 520 between Watford and Maple Cross. Other routes were partially axed or re-routed to cover services lost, while Hertfordshire County Council had to step in to save a bus service in North Watford.

The 321 Arriva service has been extended to cover Croxley Green, Rickmansworth, and Maple Cross. Credit: Arriva

The Observer recently asked readers how they had been impacted by Arriva’s alterations. It came after more than 700 people signed a petition calling for Arriva to stop “carving” up the routes.

Read more: Arriva bus routes axed or changed - the key details

Read more: Petition launched opposing bus route changes in Watford and Hemel areas

Dan Channing said: “The 320 was a good service, and yes it had its issues mainly with reliability, but it was a good route. The new 20 route is a nightmare. It takes ages, it’s always late, buses are crammed with people.

“Due to the time changes it now takes me 1 hour and 25 minutes to get home to Watford from Hemel at night. It’s a joke. What Arriva have effectively done is downgrade an already unreliable service.”

Arriva's service across the Watford area has been criticised (Image: Holly Cant)

Others said the new 20 service, which runs half-hourly between Watford and Hemel, are “ridiculously full” and that double-decker services have been lost for single-decker buses.

Some commenters have also raised concerns about losing bus access in Garston.

Read more: New 9 bus service launched in Watford as part of Arriva changes

Tina Thompson said: “Arriva should never have changed the routes and splitting up the no 8 route is disgusting, prices have gone up.

“I have to get two buses now instead of the one, bus times are longer, buses get full, whoever thought up these routes obviously don’t live in Watford and most likely don’t use buses.”

Arriva has said it is  committed to “regularly reviewing the effectiveness of its service changes” and can look to adjust services to meet demand.

The company added it is able to utilise double-decker buses on the 20 journeys that maybe require additional capacity.

A spokesperson also suggested delays on the extended 321 service may have been due to “significant disruption” on motorways.