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Going in and out of Hanley takes quite a while. If you can offer more attractive journey times from Manchester or Liverpool and fill the coach, why bother with Hanley?
One thing that may discourage people from using TOTO as opposed to just buying the ticket from the driver is related to the phenomenon of people not having their means of payment ready when they board - they don't want their bank card in their hand as they get off because they then need to put...
My guess is that Outbound is considered the direction leaving their home base by both operators, but downstream data systems always combine Outbound into one direction, and Inbound the other - not unreasonably! One of the OpCos needs to reclassify their directions.
It's the main London - Leeds service, and is basically anything not continuing beyond Newcastle to Scotland. The stopping pattern could be as limited as Sheffield only, with most trips doing Leicester and Sheffield.
That bus gate was appallingly unreliable, and a nightmare to reverse away from if you got there in a bus and found it broken. The local children enjoyed "riding" it when it went back up, and the mechanisms couldn't cope.
Try emailing customer services and explain your situation. They may give you a voucher if not a "proper" refund as a gesture of goodwill. Delays do happen.
Thanks to both @TheGrandWazoo and @RELL6L as always for their comprehensive trip reports. I'm envious of all of it, but in particular the community bus trip. I love those weekly services where you feel like you're intruding a little in the closed shop.