The company was found to be below average in 17 out of 28 categories in the report produced by TravelWatch NorthWest (TWNW), who sent out 'mystery travellers' to assess bus travel experience and provision across the region.

Some 69 Stagecoach journeys were assessed, as well as Lancaster bus station. Categories included getting on and off the bus, the journey itself, the presentation of the bus, passenger information, disabled access and driving standards.

Stagecoach scored particularly badly on passenger information, which took into account information available on fares and services, routes, contacts for complaints and general information.

John Owen, of TWNW said: "Stagecoach are one of the market leaders but they still have a lot of work to do. Information provided by bus services across the region is relatively poor, but Stagecoach were found to be below average in every aspect of this area.

"Lancaster bus station operates quite effectively, however one thing we did notice was that the electronic information indicators are timed to erase at departure time, meaning that some buses departing late may be on their stands but are not featured on the timetable."

Stagecoach also scored low on wheelchair provision, with 32 per cent of the sample 69 found to be providing this service, against a North West average of 51 per cent. It also failed to apologise about delays - six per cent against the average eight per cent - and at no time during the assessment did it instruct people to remain seated until the bus had fully stopped.

Christopher Bowles, managing director of Stagecoach North West said: "Stagecoach welcomes the contribution made to the debate on the quality of bus travel in the North West. The survey contains only a small sample of 69 journeys, and covers all Stagecoach operations in Lancashire, Cumbria, Manchester and Liverpool. In Lancashire alone we operate 25,000 journeys per week.

"Customer information through publicity, websites and the Traveline call centres is widespread and easily available.

"Wheelchair access is available on 65 per cent of the Stagecoach fleet in Lancashire, with more new investment to come in the winter of 2008/09. We are constantly seeking ways to improve our services, and in the past two years have expanded our fleets and operated more miles than the previous year."