Our history

Since 1985 we’ve been improving bus and coach services and giving passengers a voice

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Bus Users was established as the first official body outside of London to represent bus passengers



Set up by our President Emeritus, Dr Caroline Cahm, we were originally known as the National Federation of Bus Users.

We started running local events, giving passengers a chance to speak direct to the people running their services.

With the backing of the Confederation of Passenger Transport, we launched a complaints handling service.


We won support and funding from the Welsh Government to set up an office in Cardiff.


We officially became Bus Users UK.


Our work handling passenger complaints was formally recognised by the Department for Transport.


We won the backing of the Scottish Government to fund our work handling complaints and running local events in Scotland.

We set up compliance monitoring in Wales and Scotland to improve services, hold operators to account, and provide evidence to the Traffic Commissioners.

We became the Nominated Body for complaints under the European Passenger Rights Regulation.


Bus Users became the first approved Alternative Dispute Resolution (ADR) Body for bus and coach passengers.


We registered as a UK charity (No1178677) with a new mission: to bring people together through socially inclusive transport.


Our charitable status in Scotland was officially approved (SC049144).

Bus Users 2021-09-22T13:44:09+01:00