Getting in touch
Can't find what you’re looking for in our FAQ's? We're here to help.
For Lost Property and Refunds
The best way to contact us is by completing our contact form as this gives us all the details we need to help answer your query. We'll notify you once we have received it, then our team will be in touch.
We'll aim to resolve any Lost Property queries within 7 working days. For mTicket, eTicket and contactless refunds, the funds should be returned to you within 3-5 working days once processed. For other refunds such as BACS or cheque, this can take up to 28 days to process.
Other ways to get in touch
App and Mobile Tickets
For any queries about mTickets, eTickets or the First Bus app, you can use our app contact form.
We'll aim to resolve your query within 7 working days but please be aware for more complex queries this can take up to 14 working days.
Feedback & Complaints
At First Bus, we genuinely care about your experience, and welcome your feedback as an opportunity to continuously improve our services.
Your satisfaction is our top priority, and we understand that sometimes things may not go as smoothly as planned. We're here to assure you that we take every complaint seriously and are committed to resolving any issues you may have encountered.
Service disruptions and promotions for your local area can be found on our Social Media channels. You can also contact our Social Media team on Twitter, who are available to help from 7am - 7pm Monday to Friday, and 9am-5pm weekends and Bank Holidays.
We'll aim to respond to your tweet within 20 minutes, but if we can't sort things out straight away, we'll investigate and will aim to come back to you within 7 working days.
You can find your local Social Media channels here.
Get in touch with us via Live Chat on the First Bus app. The team are available from Monday to Friday, 9am to 5pm. To start a chat, follow the steps below:
- Open the app on your mobile device
- Select the 'More' tab
- Select a query category from the list, then the relevant FAQ
- Select 'Contact our support team' then 'Chat with us'
If you would prefer to talk to us, our Customer Service team is happy to help.
You can call us on 0345 646 0707 and our lines are open from 9am to 5pm Monday - Friday. Our quieter times are usually between 11am and 3pm so you may prefer to call then, as there will be less of a wait to speak to one of our Customer Service advisors.