Customer Promise

We aim to provide the best service possible, but occasionally we fall below the high standards we set ourselves.

In these cases, we apologise for any delays, disruption or inconvenience to our customers. Our Customer Promise offers customers who hold a valid travel ticket or pass the opportunity to make a claim for free travel in the following circumstances: -

• A service departs from a scheduled timing point more than one minute early
• A service departs from a boarding stop more than 20 minutes late
• We fail to operate an advertised service for reasons within our control

To claim, please complete our Contact form - please provide full details of your attempted journey and the type of ticket or pass you hold/are claiming for. We are unable to provide refunds for alternative transport, or where travel would have been undertaken without charge to the pass holder. We will acknowledge your query as quickly as possible and aim to respond within 2 weeks, however due to the high number of enquiries we receive and depending on the complexity of your query and whether we need to contact you for further information this may occasionally take longer.

Lost Property

If you lose your property on one of our buses please call customer services on 0345 646 0707 between 9am and 5pm Monday to Friday (excluding Public Holidays) or complete the online registration form at www.

Change Tickets

We accept change tickets on bus as payment towards a fare.

Bus Stations

Bus Station Conditions of Use for each of the Bus Stations owned by and/or managed by FirstGroup UK Bus' Bristol, Bath and The West Region.

Children's activities during COVID-19 lockdown

Stuck for some ideas of how to entertain the children during COVID-19 lockdown?