NOVEMBER 2011

As we head towards the end of 2011, its obvious that something remarkable is happening with Public Transport Use in Auckland, and particularly on Urban Express services.

We have experiencing patronage growth this year of over 11%, and over the last 3 months this has averaged 24%.

Asking "why" is a difficult and complex question, however it is a trend occuring across the city and one that augers well for you, our users. Increased patronage is what drives the

improvements across the network. So without drilling down to the detail, lets all pat ourselves on the back, leave the car at home at least once a week, and join the movement!!

-----Original Message-----
From: XXXXX
Sent: Tuesday, 12 January 2010 10:57 a.m.
To: sales@pavlovich.co.nz
Subject: - Feedback: Urban Express -


Below is the result of your feedback form. It was submitted by
email@example.com on January 12th, 2010 at 10:56AM (NZDT).

CUSTOMER_NAME_: XXXXXXXXX
INCIDENT_ROUTE: not specific
INCIDENT_TIME_: 8pm
INCIDENT_DATE_: See my comment below
INCIDENT_PLACE: Albert street
INCIDENT_BUS__: No specific bus
DRIVERS: I don't know thedriver number
followup-page: http://www.urbanexpress.co.nz/index.htm
THE_DRIVER_WAS: Never arrived
comment: Dear Sir or Madame,

I am writing to say I am thrilled with your new stealth buses. They have cut down on visual and noise pollution a huge amount, but as a regular user of
your fine services I feel there are some teething troubles that need to be worked out. You see, on Friday I was lucky enough to be invited to my friend Rebeccas
birthday party. Rebecca is awesome, and probably my favourite girl to hang out with except for the ones that let me kiss them. I finished work at 7pm
and went for a quick visit to Wendys to get some dinner. It was a little bit average, but thats what you have to expect from fast food places I guess.
Isnt it weird that between the ages of 18 and 34 there stops being food at parties? I might try and bring back cold cocktail sausages with sauce and
those things mums make out of rice bubbles and cocoa. Anyway, I headed up to stop D27 at about 7.45pm, and I must say it really is a particularly lovely stop.

I settled in to a state of comfort almost immediately. Shortly afterwards the electronic estimated time of bus arrival machine flashed up the 196, proudly asserting

that it would arrive in 10 minutes or so. I fixed my gaze firmly to the right, enjoying the beautiful harbour view and waiting for that wonderful bus to sweep into view.

Over the course of the next ten minutes a young lady came and sat inbetween me and where the bus would appear. It was obvious that the sheer intensity of my
concentrated stare was making her uncomfortable, but I would not break it as I was determined to leap to my feet at the first sign of the 196. While I can
somewhat understand her concern as some quite odd people reside at bus stops, she clearly had nothing to worry about as I was quite a way out of
her league. My bus finally reached the due point on the visual arrival indication contraption, and I braced myself for impending busdom. However, after
staying due for quite some time, the bus disappeared from the board! I was aghast! How embarrassing, to have managed to not see or hear the bus go past
despite listening and watching intently. I was absolutely chagrined. My cha was so grined I stayed at the bus stop perplexed as to what to do, as that
was the last 196. Imagine my surprise and awe when another 196 appeared on the electronic board display almost exactly after the first one had
disappeared! I was so humbled that youd arranged another one to come and collect me. This one had a due time of DLY. Im not sure when this is as my
watch only has numbers. 4 is my favourite number on it, for personal reasons. I sat intently fixed on the horizon, awaiting my magnificent steel
steed. I was intently fixed for quite a long time, when once again the bus disappeared from the board! I was so embarrassed. As Id missed the first
stealth bus relying only on sight and vision, I had incorporated my sense of smell into my attempt to anticipate the buses arrival. Yet, it was to no
avail, that sweet, tangy aroma of bus had somehow eluded me. I am quite concerned that if the only way to notice the arrival of the new
buses is through taste and touch someone may get injured standing in the middle of the street with their tongues out.

Unfortunately I was forced to taxi to Rebeccas (I call her Bex but feel there should be some formality inherent in this correspondence, once you get
to know her a bit better we can probably refer to her as Bex). I was quite a bit late, but fortunately still arrived in time to be filmed
for an episode of noisy neighbours that was happening in Rebeccas back yard. While I understand that as a species we have yet to reach a level of
technology that allows the reimbursement of time, I do believe we are at a level that allows the reimbursement of money, such as that spent on a taxi
because a bus never showed up. I feel a bit silly asking for the $15 I spent on the taxi back as clearly I didnt see two of your new stealth buses pull in to the stop,
but theres this wicked cool Spiderman action figure at the Warehouse (hes wearing the black costume, its soooooooooooo cool!)

So if you let me know what to send through, bank details. Address, bank details, taxi receipt (Id like to keep the original for my trinket box, but
can scan and email, or send a certified copy), blood type etc.

Thank you profusely and with abundance,

XXXXX

Ph XXXXX.

�@

On Tue, Jan 12, 2010 at 4:01 PM, Bernard Pavlovich <bernard@pavlovich.co.nz> wrote:

Mr XXXX.

Clearly you are not our target market. Fancy having the audacity and (heaven forbid) time and intelligence to write to us, with some humour and good
nature, and the imperious attitude that we might consider a refund!! Indeed, you have even taken the trouble to actually explain the course of events.

Has no one told you, you need to be abusive, use the English language in the most appalling manner and most of all, blame us and our drivers for your
complete failure to enjoy yourself on a Friday evening! In addition, complainants generally don't include too many facts, so obviously this bit
about filming noisy neighbours is complete tosh, and we should really dismiss your claim immediately. For Pete's sake (actually Peter given the
overriding formality required in B to B communication) our complaints department forwarded this to me, as communication of this nature is not
something they have seen since well into the last century. You will be mildly impressed to know, that I too had a very similar
experience recently, with Metro Link and the prototype stealth buses that they trialled on the 027 route. Amazingly enough it was in that similar zone
as D27. I must get ARTA to launch an investigation into my Bermuda Triangle theory around the old QE 2 square. Sadly for me I was not off to see Bex
(and I can call her that, as not so long ago I am sure it was her that I was "seeing" on casual basis.) I think I was staggering home after a late Xmas
party!

However, in the meantime, we will have a little poke around the records (GPS and other) and see what really happened to that bus.

But to save you the agony and torture we reserve for rude complainants, please send us a postal address and I will be happy to post you a refund.


Regards





Bernard Pavlovich I Chief Executive I Pavlovich Coachlines

�@

From: XXXX]
Sent: Wednesday, 13 January 2010 11:38 a.m.
To: bernard@pavlovich.co.nz
Subject: Re: - Feedback: Urban Express -

Dearest Bernard,

My deepest and sincerest apologies for not following traditional complaints procedure. The only thing I can offer in the way of explanation is that I do try
and save my abusive and foul language for when I am sending compliments to companies. This is to both keep them on their toes and make sure they don't
get big egos and subsequently feel justified in raising their prices.

I am very grateful that you shared your similar experience with me. Together we can halve the burden of these tragedies and let the healing process begin.
I couldn't help but notice that both your missing bus and the bus stop where my bus never appeared both contain the number 27, which is one of the numbers
featured as a plot device in the hit tv show Lost. This has lead me to believe that JJ Abrahms may be writing my life (and possibly yours!). This would explain
why the first 2 seasons of my life were alright, but then it just degenerated into waffle though. This does raise some concerns about the fate of the drivers though.
They may have been eaten by a smoke monster, or worse, ended up in a love triangle with Sawyer. No one can compete with that surly attitude and permanent
stubble.

I'm actually moving house this week, but this shouldn't effect our transaction too much. As I work for a government department I am fully aware that cheques
take approximately 9 years to be written, and I'll be moved by this coming saturday.I have been living in Remuera, but now that the police have raided Millie's
drug lab there's nothing keeping me here. My new address is

XXX

It is just across the road from KFC if the postman is having trouble finding it or is feeling too thin.

Thank you abundantly

XXX

Do you have any questions?

Contact us at sales@pavlovich.co.nz

Who should I contact if I have further questions?