Rights & Accessibility
We believe everyone should have the right to fair treatment and equal access when travelling
When it comes to making transport inclusive and accessible, we’re here for you
Whether you’re planning a journey or you think you may have been unfairly treated by a bus or coach operator, you should know your rights.
Depending on the length of your journey and the delay, you could be entitled to â€˜adequate assistanceâ€™ (snacks/drinks/meals), accommodation, reimbursement or even compensation.
As long as itâ€™s safe for you to travel, operators canâ€™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 youâ€™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 youâ€™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
Bus Users – here to help
If you have a complaint about a journey by bus or coach, or you’d like more information on your rights as a passenger, we can help.Get in touch
Everything you need to know about bus and coach travel at the click of a button – from planning a journey to making a complaintUseful links