In line with the latest government guidance, we've put in place further measures in England to help customers practise social distancing. This includes limiting the available seats on buses.
The safety of our customers and employees is our priority, so please avoid busy times, wear a face covering if you can, use contactless payment and take your litter with you.
For up to date information, see our Coronavirus page
Q. Are you still running revised timetables?
A. For now, we’re continuing to run our revised services and our focus is making sure that those who have to make a necessary journey are able to get to where they need to go.
Q. Where can I find your revised timetables?
A. You can find timetable information for your local area on our website under “Service Updates” or in the temporary timetable page. Please know we’re constantly reviewing these so keep checking to make sure you have the most up to date information.
Q. How do I know if my bus is still running?
A. For the latest information on our services and bus times check our website and app.
Q. Are you giving free travel to NHS workers?
A. At this time, some local authorities and other administrations have put in place special arrangements for NHS workers. To check if this arrangement is in place in your area visit our free travel for NHS workers page.
NHS workers travelling in these areas need to show a valid NHS ID card to the driver to get free travel. Normal arrangements remain in place in other areas.
We’re helping the NHS in lots of other ways including providing dedicated shuttles and demand responsive transport for healthcare workers, as well as putting in place measures to support local communities, the supply chain and distribution networks.
Q. I’m a key worker and revised timetables and reduced capacity buses aren’t meeting my needs?
A. We know how important key workers are in this fight against coronavirus and we want to play our part in making sure that you get to where you need to be. We’re working hard to match the resources we have with the demand that still exists and are constantly reviewing this. If you feel our revised timetables aren’t meeting your needs please give your feedback via this form ASAP so we can focus on any changes that can be made.
Q. Are you increasing the number of services you operate and when will you be returning to your normal timetables?
A. We’re monitoring the numbers of people travelling and where possible we’ll try to add extra buses at busy times. We’re also working closely with government and local authorities on plans to step up bus services as restrictions are eased and more people need to use our services.
Q. I’m a concessionary pass holder, can I use my pass before 9.30am?
A. For now we have to follow the local authority rules on concessionary travel and we know that some areas are temporarily allowing travel before 9.30am. Check in your local area for more details. To allow for social distancing we’re limiting capacity on our buses so please consider other customers, such as key workers who have to travel during the busy peak times to get to work, and avoid busy travel times if you can.
Q. Are your travel shops and ticket offices still closed?
A. Yes, as we’re making sure we follow the latest advice from the government. Customers who still need to make necessary journeys can continue to pay by contactless or by using the exact change on our buses and timetable information can be found for your area on the temporary timetables page.
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.