Customer Charter

We promise to...

Operate a reliable bus service 

We will endeavour to operate 99.5% of all journeys, and 95% of all buses will depart from the starting point of the journey within a window of no more than one minute early or five minutes late except where delays or interruptions are caused by factors outside our control.

Listen to our customers

We value the views of all our customers and welcome any comments on all aspects of our service. You can contact us by post, email, phone, Twitter or Facebook. 

We will acknowledge all your feedback and aim to respond to general enquiries within 3 working days and feedback within 15 working days, however this may take longer depending on the nature of the feedback. Where there is an unavoidable delay, we will contact you explaining the reasons for the delay and indicate when you will receive a response.  If you are dissatisfied with this response, please get in touch to let us know. We will take another look at the feedback, and if necessary, another member of the team, the Customer Services Lead or a manager will review this.  We will then confirm our final position on your complaint and explaining our reasons. 

If you are still unhappy with the company‚Äôs final position you have the option to refer the matter to Bus Users UK, an approved Alternative Dispute Resolution body for bus and coach services.

Bus Users UK
22 Greencoat Place
London SW1P 1PR
Tel 0300 111 0001
Email [email protected]
Visit Bus Users UK's website here. 

Communicate with our customers 

We will provide up to date comprehensive and legible service information in the form of appropriate timetables and other literature at bus stops where infrastructure allows. We will endeavour to keep you up-to-date of changes to fares and services by posting notices on our buses, website and social media at least 14 days before any change is introduced.  You can also keep up to date by using the My Account section of our website.  In times of disruption we will send service updates via our website, social media and real time information signs.

Give you a wide range of fares & tickets 

We will provide a range of value for money tickets so that you can choose the one that best suits you.  Single, one day and weekly tickets are available from the driver, monthly and longer tickets from our Customer Service Centre.  To speed up customers boarding, and help to give you a quicker journey, you must have the correct money for your ticket, as our drivers do not give change.

Alternatively you can store money on one of our iff smartcards, so you need not worry about having the correct money. 

Operate a modern fleet of buses 

We aim to ensure that you have a safe, comfortable journey on a clean, well-maintained bus.  All of our buses have the destination and route number at the front and side and a route number at the rear.  All our buses are accessible, and we identify seats near to the entrance for the elderly, those with mobility issues and very young children.