Improving the journey
Our 10 point passenger code offers some simple steps for passengers to help reduce bus stopping time, speed up journey times, and improve the passenger experience for everyone on board.
1 Pay attention at stops
Keep an eye out for your bus and monitor any real-time information. When a bus approaches, signal clearly whether you want to board or not – a wasted stop takes up valuable travel time. If you have a mobility issue or a visual impairment, use and check mobile apps and stand near the front of the stop so the driver can see you.
2 Form an orderly queue
When your bus arrives, give people the space to disembark and wait your turn to board. People with mobility issues, hidden disabilities or mental health issues may struggle, so give everyone the time and space to board safely.
3 Have our tickets, passes, contactless cards or apps ready before you board
You can save time by having your ticket or payment ready, and holding your pass flat on the card reader. If someone does hold up the queue, be patient – you have no idea what they might be dealing with and getting angry or irritated won’t help.
4 Move to your seat as quickly as possible
Some drivers wait until passengers are seated before moving off, so make your way directly to a seat when you board. If you see someone struggling, offer to help if you feel able to.
5 Make way
If you have to stand for your journey, make sure there’s a clear path to the door for people trying to board or exit. If you have luggage, don’t leave it unattended in a wheelchair space.
6 Give priority to passengers who need it
If you’re in a priority seat, or you have a seat on a crowded bus, make sure you offer it to anyone who looks like they may need it. Some needs are hidden, so if you’re asked to give up your seat and you’re able to move, move.
7 Keep your belongings close
Putting your coat or bags on a spare seat in an empty bus is fine. But if the bus is filling up, don’t wait to be asked to move your belongings.
8 Don’t pollute
Avoid anything likely to impact other passengers, like listening to loud music or talking loudly on the phone, watching videos with inappropriate content or eating strong-smelling food.
9 Get ready to get off
Ring the bell, just once, as far in advance of your stop as is practical. When the bus stops, exit quickly but safely and if you can, offer to help other passengers if you think they may need it.
10 Thank the driver
Driving a bus is a demanding job. Saying thank you is a small gesture that makes a big difference. If something goes wrong with your journey that’s beyond your control, contact the operator. If you’re not happy with their response, get in touch with Bus Users on 0300 111 0001 enquiries@bususers.org
About Bus Users UK
Bus Users is a charity that campaigns for inclusive, accessible transport. We are the only approved Alternative Dispute Resolution Body for the bus and coach industry and the designated body for handling complaints under the Passenger Rights in Bus and Coach Legislation. We are also part of a Sustainable Transport Alliance, a group working to promote the benefits of public, shared and active travel.
Alongside our complaints work we investigate and monitor services and work with operators and transport providers to improve services for everyone. We run events, carry out research, respond to consultations, speak at government select committees and take part in industry events to make sure the voice of the passenger is heard.
Bus Users UK Charitable Trust Ltd is a registered charity (1178677 and SC049144) and a Company Limited by Guarantee (04635458).