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.

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 request accessible information in advance it should be provided. If something happens on your journey, your driver should make every effort to ensure you’re kept informed.

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

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 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