Coronavirus Update Close

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


Travelling Safely FAQs

Q. What are you doing to help customers socially distance on your services?

A. So that our customers and staff can practise social distancing on board we’re limiting the number of people who can travel. We’re also advising customers in England about where to sit, which seats to leave free and asking them to wear face coverings, if they can, to help people travel safely. For those who have to travel, contactless is the preferred method of payment but if that’s not possible, we ask that only exact change is used to pay for your fare (please note that in some areas you will only be able to pay with contactless or exact fares)

Q. What are the new guidelines you have introduced for social distancing?

A. We’re advising our customers to keep 2m distance when queuing for the bus, letting others off before getting on the bus and using contactless or exact change to pay.  Once on the bus, you should take a seat, leaving the row in front and the row behind you empty, and you shouldn’t sit directly behind the driver. Open a window to help with ventilation and wear a face covering, if you can. You can find out more on how to stay safe while travelling on our services page.

Q. Should I wear a face covering?

A. If you need to use public transport, it’s recommended you wear a face covering in England and Wales. In Scotland you should and are expected to wear a face covering when travelling on public transport. 

Q. Will you be enforcing the wearing of face coverings?

A. Government advice in England and Wales is to wear a face covering if you can, in Scotland you should and are expected to wear a face covering. Whilst we cannot enforce it, for the safety of other customers and our employees, we would advise you follow the government’s advice on wearing a face covering.

Q. Will your drivers be wearing face masks?

A. We’ve given face masks to all front line employees who wish to wear them. We also have protective screens on our buses which is another way to create a safe barrier between our drivers and customers. 

Q. The bus was showing a ‘Bus Full’ sign and the driver wouldn’t let anyone else on but there were still spaces on the bus.

A. The safety and wellbeing of our customers and staff is our priority and we’re following government guidance on social distancing on board our services. This means that there are limited spaces onboard to allow for social distancing and the driver will only be able to let a certain number of customers on the bus before turning on the BUS FULL sign, even though there are spaces still available.  
We know that this may mean some customers may not be able to get on their usual bus and have to wait for the next service. We encourage you to plan ahead, avoid busy times if you can, be patient and consider others who may need to travel more urgently than you.  You can give us feedback to let us know how busy your route is.

Q. If you’re allowing less people on the buses, will there be more buses on each route?

A. We’re closely 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.
The steps we’ve taken to keep our buses safe does mean that capacity on individual vehicles will be significantly lower as we ease out of lockdown. We would therefore recommend you consider this in planning your journey and try to avoid traditionally busier times of the day. 

Q. How are you monitoring the number of people who can safely travel on your buses? 

A. Our drivers will be monitoring the number of people travelling on the bus and once the bus is full, the destination board on the front will display a message saying ‘Sorry bus full due to social distancing’.   We’ll be adopting a one-on, one-off policy so, once full, buses won’t be able to stop at bus stops during the journey until a passenger gets off the bus. 

Q Are you carrying out additional cleaning on your services? 

A. We already have well-established and rigorous cleaning regimes for our buses, coaches and trams, and we are continuing to enhance the measures we have in place in response to the developing situation with more regular cleaning of the main customer touch-points such as hand poles and grab rails with anti-viral products. We’re also giving additional cleaning materials such as personal hand sanitiser for frontline employees, as well as extra cleaning materials for depots and other work areas, and are issuing detailed and regular reminders to our teams about hygiene good practice. 

Q. How are you protecting your staff, such as drivers? 

A. Keeping everybody as safe as possible is our absolute priority. We’re issuing face masks to those drivers who choose to wear them and we have protective screens on our buses to provide a physical barrier between our customers and our drivers.  Other measures include additional cleaning of key touch points, displaying guidelines on social distancing and encouraging contactless where possible.