The Promise has been developed in partnership with the Mayor of South Yorkshire, Travel South Yorkshire and the bus operators to provide a consistent bus promise to our customers across the region so you can travel safe in the knowledge that we are all working together to make bus travel in our region the best it possibly can be.
The bus promise comes in four parts covering before your journey, waiting for the bus, on the bus and after your journey. Below we detail how we are delivering the bus promise.
Before your bus journey
Before you travel, you will have access to accurate and accessible information to plan your journey. You will also be able to pre-purchase tickets and passes.
- Timetable and travel information for all South Yorkshire bus services, regardless of operator, can be found at www.travelsouthyorkshire.com or by calling 0800 952 0002.
- Service disruption information, including diversions, can be found here on our website or on the Stagecoach app.
- All bus services in the region are fully accessible for wheelchair users, prams and those with limited mobility.
- Tickets can be purchased in advance on the Stagecoach App or on the website.
- Changes to timetables will occur at most twice per year, normally Easter and September.
- Bus fares will be reviewed annually.
Waiting for your bus
Buses will run on time, most of the time. If running late, you will be able to find out in advance when it will depart.
- We aim to operate at least 99.5% of all journeys and for 95% of journeys to run on time. You can view our latest performance here.
- Live tracking information of your bus service is available through the Stagecoach App, on the Travel South Yorkshire website and on electronic displays available at some bus stops.
- Timetable information listing departure times for each route will be available at all bus stops.
- Bus shelters will be cleaned regularly.
- The last bus promise means we will always endeavour to run the last journey of the day and if that is not possible we will refund alternative travel costs. Please contact our customer services for further information or to make a refund claim.
- There is zero tolerance towards anti-social behaviour at stops and on board the bus with partners and South Yorkshire Police working closely together to identify and resolve anti-social behaviour if it occurs.
On your bus journey
We will provide a network of buses that is as comprehensive as possible, and fares that represent good value for money. Your bus journey will be a safe and pleasant experience. Buses will be accessible for all.
- The bus network will reflect the travel demand in the communities we serve. We consult with South Yorkshire Mayoral Combined Authority on all service changes before they are implemented.
- We welcome feedback on where routes or times could be improved to provide more journey opportunities for more people.
- All partners work together to provide the most comprehensive bus network possible including South Yorkshire Mayoral Combined Authority funding bus routes and journeys where demand may not cover costs but there is a social need to provide a transport link.
- Fares reflect the cost of operating the bus service and a range of fares for the regular and occasional traveller will offer discounts through season and flexi tickets.
- Our bus drivers are friendly, supportive and proud of the communities they serve.
- A programme of introducing next stop audio and visual announcements to our buses is starting to roll out.
- All our buses are fitted with audio and visual cctv to support a safe and secure journey for all on board.
- Drivers will assist wheelchair users to board and alight the bus including asking customers to vacate the dedicated wheelchair space if required.
- We will assist vulnerable customers to reach a place of safety on a bus route, even if they cannot afford a ticket.
After your bus journey
You will find it easy to provide feedback. Complaints will be listened to.
- All partners welcome feedback. The easiest way to provide feedback for services provided by Stagecoach is to contact our Customer Service team at 0345 241 8000.
- If you are eligible to compensation because we have let you down due to matters within our control then we will respond to any compensation requests swiftly.
- If you feel we have not resolved your complaint then you may escalate your case to Bus Users UK who offer an independent resolution service. You can contact them by email [email protected] or over the phone on 0300 111 0001
- Partners will highlight opportunities to contribute to public consultations or forums on bus services through their social media channels and on the news pages of their websites.
