Opinion: The Need for Courtesy to the Elderly on Buses and Criticism of British Gas AI Strategy

By the Editorial Team · Saturday, July 25, 2026

England's new £2 bus fare cap has raised concerns about the proper use of priority seating, especially when young children occupy seats meant for elderly or disabled passengers. This issue highlights ongoing challenges in balancing affordability with respect and courtesy in public transport, as the policy increases passenger numbers and space constraints.

In England, the introduction of a £2 fare cap on bus journeys has sparked discussion about public transport etiquette, particularly concerning seating priorities for elderly passengers. The policy, associated with Andy Burnham and previously introduced under Boris Johnson’s tenure as Prime Minister, aims to make bus travel more affordable. However, limited space on buses, especially in London, has brought challenges in balancing courtesy among passengers.

A recent observation highlights tensions over priority seating designated for elderly or disabled individuals. In one instance, an elderly woman with crutches struggled to secure a seat as a young child occupied a priority seat beside his mother. After the elderly passenger requested the child be held on the parent’s lap, the situation was resolved, but it underscored a wider concern about respect for seating priorities. Critics argue that in contemporary society, children often receive disproportionate deference, sometimes at the expense of older passengers who may have greater need for seating.

Meanwhile, British Gas parent company Centrica faces scrutiny over its customer service strategy, particularly the reduction of call centre staff amid a broader shift toward digital and AI-based customer interactions. Centrica CEO Chris O’Shea stated that job cuts and call centre closures reflect changing customer preferences, with over 90 percent of customers reportedly using digital channels first and a 20 percent drop in telephone calls.

The company plans to cut approximately 1,300 jobs over two years, a move that unions contend is driven largely by the deployment of AI technology, though Centrica maintains the changes respond to consumer demands. Centrica’s retail division reported an £8 million increase in profits to £346 million for the first half of 2026, even as its domestic customer base declined slightly to 7.45 million.

Some customer advocates express skepticism about claims that AI chatbots are preferred over human agents, arguing that automated systems often fail to resolve issues effectively. Critics emphasize the value of human interaction in customer service, citing instances where knowledgeable representatives have successfully navigated complex queries that AI cannot easily handle.

As companies like British Gas expand AI adoption, the debate continues over whether such technologies genuinely reflect customer choice or result from corporate cost-cutting measures that limit human engagement in service roles.

This article was reported by synthesizing coverage from multiple independent news outlets to present a balanced, unbiased account. Read about our editorial standards. Spotted an error? Let us know.