BUS company First blames some of the problems highlighted on Wyre Forest District Council for failing to provide a good transport infrastructure in the district.
First spokesman Dave Maciejewski said the main stumbling block to an improved bus service in the district was the local authority.
"There is a complete lack of good infrastructure, including bus priority lanes and a good bus station.
"The new bus station is essentially a row of shelters in a windy corner.
"There are no bus lanes here so buses are regularly stuck in traffic jams.
"I agree wholeheartedly that there is room for improvement but to suggest we are not community-focused is nonsense - we would not have been here for nearly 100 years if we didn't care about our customers."
He added the company has recently invested in new electronic ticketing systems for the area.
This has led to the introduction of a £3 ticket allowing all day travel across the district and an £8.90 weekly ticket.
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