Rights & Accessibility

Depending on the length of your journey and the delay, you could be entitled to ‘adequate assistance’ (snacks/drinks/meals), accommodation, reimbursement or even compensation.

Under GDPR (the General Data Protection Regulation) you can request any personal data held by a bus operator, including CCTV.

Find out more:
Request CCTV footage

As long as it’s safe for you to travel, operators can’t refuse you transport or charge you extra on the grounds of disability or restricted mobility.

If an operator or terminal is responsible, you should be reimbursed for the full cost of repair or replacement. Always check the operator’s T&Cs before you travel.

If you are an older or disabled person you could be eligible for a concessionary bus pass.

Find out more:
Public transport and bus passes

Regulated public service vehicles are designed to accommodate a ‘reference wheelchair’ which covers most sizes.

Find out more and check the measurements:
Wheelchair access

Currently there is only a voluntary code of practice for transporting mobility scooters so check with your operator before you travel.

Find out more:
CPT Guide to Mobility Scooters

Travelling with an assistance animal is considered a ‘reasonable adjustment’. So as long as the animal is well behaved, you should be allowed to travel and you don’t have to provide certification. If you can, check with the operator before you travel.

Find out more:
Assistance Dog Laws and Rights in the UK
DFT Guidance on travelling with an assistance animal

If you have a complaint about a journey outside of London or Northern Ireland and you’ve already contacted the operator we can help

From planning a trip to making your journey, our useful links page has all you need to know about bus and coach travel at a click