Coronavirus Update Close

In line with the latest government guidance, we've put in place further measures in England to help customers practice social distancing. This includes limiting the available seats on buses.

Face coverings are compulsory when using public transport in England and Scotland. In Wales it is compulsory to wear a three layer face covering on public transport. It is also now compulsory to wear face coverings when using indoor public transport hubs in England only.

The safety of our customers and employees is our priority, so please avoid busy times, use contactless payment and take your litter with you. For up to date information see our Coronavirus page


COVID Payments and Refunds

Last updated at 11:59 on 25/06/2020

Q. I’m working from home/self-isolating or I need to look after a dependant, can I get a refund on my ticket? 

A. If you'd like to talk with us about a refund about any of our tickets, please use our refund request form.   

We’re currently really busy with lots of customer requests and it’s taking us up to 28 days to respond and process refunds so we would ask you to be patient.  All of our refund requests (however you send them in) go into the same queue. We’re prioritising by the date we receive them, so please avoid getting back in touch before 28 days has passed as it just slows things down for everyone. View our standard refund policy in section 13 of our online terms and conditions

Q. Are you only accepting contactless payments now?

A. We’re still accepting cash on our buses but as this puts you and our drivers at higher risk of spreading the virus, we’re encouraging customers to pay by contactless wherever possible. Tickets can also be bought in advance at or on the Stagecoach Bus App.

Q.  Do I need to have the exact fare if I pay by cash?

A. We’re now asking customers travelling in England and Wales, who want to pay by cash to make sure they have the exact fare as our drivers are unable to give change. We are still offering change in Scotland but would request the use of exact fare, if possible. 

Exact fare systems have been in use by some bus operators in different parts of the country for many years. 

This is a temporary change to our policy that takes into account feedback from our customers and drivers to provide added protection and reassurance during the current Covid-19 pandemic. 
This is in addition to many other things we are doing to protect our customers and drivers.

Q. If you’re not giving change what are you doing with the extra money? 

A. As we won’t be able to give any change, any extra money will be donated to the NHS Charities Covid-19 Appeal, which supports NHS staff & volunteers. 

We have a very clear process that we’re following which ensures that cash transactions are recorded, and monies paid in by drivers are monitored daily, accounted for and banked with the charitable donation made. 

Q. Will you still let people travel even if they don’t have the exact fare? 

A. People should always have a means of payment for their bus journey and we’re happy to accept cash or contactless card payment. Our drivers have been briefed on assisting those who are vulnerable and will make sure no-one is left stranded. 

Q. I don’t want my child to use cash and there’s no option for an app ticket for their journey, is there a top-up card you can give them? 

A. Many of our tickets are available to buy online and can be loaded on to a StagecoachSmart card, meaning there’s no need to carry cash. Contactless payments are available on all of our buses as an alternative.