Hearns Modernises Operations Through Partnership with Ferdia

An Established Operator with a Modern Vision

Founded in 1947, Hearns Coaches has been a cornerstone of the UK coach hire industry for over 75 years. Based in North-West London, the company has grown from a family-run operation to the largest independent coach operator in the South East, with a 60+ strong fleet and clients ranging from schools and sports teams to major corporations and public agencies.

Still family-led today by third-generation leader Jamie Thacker, Hearns continues to evolve while remaining true to its founding values of safety, service, and reliability.

“We’re a family-owned independent coach hire company, and I’m proud to be part of the third generation running the business,” says Jamie Thacker, Managing Director.

The Challenge: Bridging the Tech Gap

Despite their strong legacy and operational scale, Hearns saw a growing gap between customer expectations and the digital tools available to meet them. Like many operators, they felt existing systems no longer matched the high standard of user experience that customers are used to in other industries.

“We were very focused on how we could do things better,” Jamie explains. “When people book hotels or taxis today, they expect instant confirmation, real-time updates, and a high level of service. We felt our existing technology couldn’t deliver that kind of modern experience.”

Hearns needed a new platform that could streamline daily operations, elevate customer communication, and provide stronger support for their drivers out on the road.

The Solution: A Scalable, Intuitive Platform

After exploring the market, Hearns selected Ferdia as their software partner — a decision driven by both product capability and service philosophy.

“We chose Ferdia because the operational model matched exactly what we were looking for,” Jamie says. “The platform is intuitive, sleek, and easy to use. Just as importantly, the support from the team behind it has been excellent — we feel confident in the long-term development and partnership.”

Early Results and Expectations

From day one, Hearns was impressed with the simplicity and professionalism of the system. But more importantly, they see Ferdia as a tool for long-term transformation — across operations, customer experience, and staff enablement.

“Our goal is a more streamlined and efficient day-to-day operation,” Jamie says. “We want our customers to feel more secure and informed throughout their journey, and we want to empower our drivers with the best possible tools while they’re out on the road.”

By centralising key functions and improving access to real-time data, Hearns is already seeing how the platform can help them work smarter and serve customers better.

Advice to Other Operators

Jamie encourages other operators to reflect on the standard of service they expect as consumers — and whether they’re delivering the same level to their own passengers.

“If we expect instant updates and seamless experiences when we book hotels or taxis, we should be delivering that same level of service in our own industry,” he says. “If your current systems can’t support that, it’s time to rethink.”

“The coach industry is waking up to providing customers with the same level of digital experience as the high level of customer service they’re used to.  Hearns are a great example of a company embracing modern technology to win and retain contracts by delighting their customers. We’re excited to be working alongside them as they embark on this journey” says Daniel Morton, Country Manager UK, Ferdia