The manager of Arriva in Maidstone has defended a decision to scrap services and set up a new network of bus routes using the town centre as a “hub”.

Kevin Root addressed concerned councillors and members of the public on Tuesday last week during a joint transportation board meeting.

Arriva’s new timetables, which are effective from today, have been slated for leaving users stranded and axing certain routes.

He said: “The strategy behind the new network is that the town centre is going to essentially be a hub.

“Along with changes in buses themselves, they will become a lot more reliable.”

Complaints from frustrated customers have fallen on deaf ears since the announcements last month, but Mr Root has promised to flag up issues.

He said: “In the last six to seven weeks there has been a marked step up in performance. We have got some new buses coming in.

“I accept there have been breakdowns and reliability issues and that these are causing people to despair.” Roadworks and heavy traffic have also caused cancellations and delays.

During the meeting at Maidstone Town Hall, he said: “We lost 26,000 miles in service just because of congestion in Maidstone. This year so far it has been better.”

Bearsted’s ward councillor, Val Springett, pleaded with Mr Root to improve the number 19 morning school bus.

She said: “We have had issues going back quite a few years. The reliability of this is becoming a huge problem at the moment. Before half-term, three days out of five the bus didn’t turn up.

“By the time it gets to Tesco it must have 50 or 60 children on it. When it fails to turn up parents have to get in their cars and fly into Maidstone.

“I have got one mum who says she is going to have to give up work.

“Somehow complaints are not getting though and that is where the frustration is coming from.”

Visit arrivabus.co.uk to see how your current bus route will be affected.