Australia’s largest bus operator Busways has been recognised for its commitment to customer excellence, being awarded as Service Hero in the Customer Service Organisation of the Year – Large Business category at the Australian Service Excellence Awards 2025, hosted by the Customer Service Institute of Australia (CSIA). 

“This recognition from Australia’s leading customer service organisation is recognition of the effort of our entire team of 2,800 people,” said Donna Frith, Head of Marketing and Customer Experience.   

“Every single day, our people make countless decisions to do the best by our customers, from scheduling and planning, to communications and stakeholder engagement, to customer service and workshops teams, and especially our frontline - 2,000 bus drivers delivering 47 million journeys a year.  Their role is complex, demanding, and deeply human. What they do every day is inspiring and I feel like our team has really earned this recognition.” 

Ms Frith said the award had even more meaning as the bus industry has faced real challenges in recent years with driver shortages, vehicle supply delays and rising congestion. 

“I believe it’s only through the tough times you really see what your customer experience framework is doing for your customers,” she said. 

CSIA commended Busways for programs focused on understanding passenger needs, empowering drivers through targeted training, and introducing new systems and technology to make services safer, more reliable, and easier to use. 

Customer Experience Manager, Sarah Langthorne, said the recognition is the result of a sustained effort to embed customer experience at every level.  “Customer focus has been at the core of Busways’ DNA since its founding in 1942 and over the last few years we’ve invested heavily in evolving our customer centric culture.” 

Busways has developed the systems, processes, and training to make every journey safer, comfortable, and more enjoyable and deliver on Busways’ promise of excellent service every day. 

Ms Langthorne acknowledged Busways’ partners, Transport for NSW and Public Transport South Australia, who have played an instrumental role in providing support and working alongside Busways’ team to offer a great customer service to local communities. 

The Australian Service Excellence Awards are the nation’s premier recognition program for organisations and individuals delivering exceptional customer service. Each year, CSIA celebrates businesses across multiple industries that demonstrate innovation, leadership, and excellence in customer experience.