Bus passenger satisfaction levels have once again risen with journeys in England up by 2% to 85%, and journeys in Scotland up by 5% to 91% according to the latest annual 2025 Your Bus Journey survey from Transport Focus.
With the end of the £2 bus fare cap in England, however, satisfaction with value for money has fallen from 73% to 63%, returning to pre-2023 levels. Passengers across England say the cost of travel is becoming a growing concern, even as overall journey satisfaction continues to improve.
Almost every area in England has seen this decline, suggesting passengers are increasingly feeling the pressure of rising costs. Greater Manchester is the exception, where perceptions of value have improved, with 79% of passengers saying fares represent good value. While Scotland has maintained overall satisfaction levels with fares at 75% for the second consecutive year, there are strong regional variations ranging from 44% to 87%.
Passengers are also experiencing a widening gap between disabled and non-disabled passengers, with satisfaction levels at 83%, and 87% respectively, indicating that improvements to bus services are not being felt equally. For many disabled passengers, barriers around accessibility and confidence in travelling may still be shaping how journeys are experienced.
The overall picture for passengers is mixed with strong regional variations across England and Scotland. While journeys themselves are increasingly meeting expectations, concerns about affordability and unequal experiences are playing a bigger role in how passengers feel about using the bus.
Commenting on the findings, Lydia Horbury, Chief Executive of Bus Users UK said: “The Transport Focus 2025 survey results demonstrate what can be achieved when investment is aligned with a genuine focus on the passenger experience. It is particularly encouraging to see improvements in the fundamentals, including punctuality and bus stop infrastructure, and to see areas achieving high levels of satisfaction.
“But we cannot allow headline improvements to obscure the challenges that remain. The decline in value-for-money satisfaction sends a clear message: for too many people, bus travel is becoming less affordable following the end of the £2 fare cap – at precisely the moment it should be most accessible during a cost-of-living crisis.
“Equally, the widening gap in satisfaction for disabled passengers is not just a statistic, it reflects real barriers that continue to limit confidence and independence.
“True success will only be realised when affordability and accessibility are treated as core priorities, not secondary considerations. As we look ahead, the focus must remain firmly on delivering a network that works for everyone, where every passenger, regardless of circumstance, feels supported, valued and able to travel with confidence.”