Making a complaint Join the campaign

We handle over 1,000 complaints a year on behalf of bus passengers. Here are a few examples of how we're able to help:

  • A young girl wearing wellies tried to get on the bus: and the driver told her she couldn’t wear wellies on the bus. She had to travel in bare feet. It turns out that people travelling on the bus wearing muddy wellies had caused other people to complain, and the driver applied an instruction in an inappropriate way. The company ensured the driver understood in future, apologised to the passenger and gave her a week’s free travel. The overall policy has also been clarified. 
  • A passenger pointed out to a driver that the bus stop was in a dangerous location. The driver was totally uninterested and was quite rude, so the passenger complained to the bus company who wouldn’t speak to him. We managed to arrange a meeting with the passenger and a senior manager at the bus company at which the issues were resolved to everyone’s satisfaction. 
  • A passenger was waiting for the bus, and saw it go over a nearby flyover without stopping. It turns out that the bus was on the correct route, and the timetable at the stop should not have shown it stopping there. We got the council to replace the wrong information with correct information. 
  • A metal strap was sticking out of a bus stop post, and a passenger ripped a new top on it. At first the bus company ignored him. However we got the passenger an apology from a senior manager, £45 to replace the top and the bus company has checked all the bus stops in the area and made necessary repairs. 
  • A bus broke down and passengers were picked up by a passing coach. The service was not restored by the time the passenger was heading home, and he had to travel by train. The bus company didn’t respond to his complaints. We managed to get his train fare refunded. 
  • A bus went past the stop on two occasions, and left the passenger behind. The drivers have been identified and reminded of their responsibility to stop for all passengers. 
  • Three passengers were stranded when the last service of the day on a route in North Wales failed to operate. They travelled home by taxi at a cost of £100. The operator apologised and offered a free travel voucher, which did not satisfy the complainant. Following our intervention, the company refunded the £100 taxi fare.
  • A schoolboy in south Wales lost his annual school bus pass. The operator advised that they were unable to replace the pass as the purchaser had not taken up the option of insuring it. We spoke to the company, who changed their position and replaced the pass. 
  • We were contacted by one of our members regarding a stop in South Wales that he felt was sited in a dangerous position on the brow of a hill. We met him, looked at the stop and took some photos. There was a layby a few hundred yards back that would have made a perfect bus layby. We contacted the local authority and arranged a site visit for the local authority, operator and Police, who all thought the suggestion a sensible one, and a few months later the stop was moved.
  • A passenger in the North East contacted us about punctuality issues, including some buses running early and on occasions failing to stop. We spoke to the bus company who apologised and offered the passenger some free journeys as a goodwill gesture.
  • A disabled passenger in East Anglia could not get her wheelchair into the bay on a bus following refurbishment of the fleet. We spoke to the bus company, who gave her a contact phone number so that she could check before she travelled that a suitable bus was on the route.
  • A passenger in Essex received incorrect change after paying for a fare with a £10 note. Her emails to the bus company produced no response, but after our intervention they offered her some free vouchers without further delay.
  • A passenger who walks with a stick complained about the attitude of a driver when he wanted to travel upstairs. The bus company apologised, but the passenger was not satisfied that the driver’s attitude had been properly addressed. We arranged a meeting between the passenger and the bus company, at which the issues were discussed and resolved to the passenger’s satisfaction. 
  • A passenger bought two four-week travel tickets via an app on his phone. The tickets did not arrive so the bus company suggested deleting the app and reinstalling it. The tickets still did not arrive, but following our intervention they arrived and the passenger accepted a goodwill gesture.
  • A passenger in the north-west had to wait 25 minutes for a service that should have run every ten minutes. After contacting us, the bus company apologised for having responded initially with incorrect information, and provided a weekly ticket as a goodwill gesture.
  • A disabled passenger was unhappy with a driver’s attitude towards her, but her complaint to the bus company received no response. After our intervention, the Managing Director of the bus company phoned the passenger and she was very happy with the outcome.
  • A 12-year old girl was short-changed by £5 on a bus in the north of Scotland. The driver disputed this and the company’s customer services refused to take any action. BUS contacted the company’s Managing Director who apologised personally to the girl’s mother and followed the matter up with the driver, the customer services representative, and the local Manager. The woman and her daughter received a refund, gift vouchers and flowers and were very happy with the outcome.

Bus Users is independent and impartial in its handling of all complaints