Coronavirus - COVID19: Service information
All information below is accurate as of 28th September 2021.
We are doing everything we can to ensure you can travel with confidence. Following the Government's announcement on lockdown restrictions easing from 19th July in England we would like to remind you of some of the measures we have in place to keep our customers safe when travelling on our buses.
People should continue to follow public health measures to protect one another. Government guidance in England ⇒
Here’s a guide for when you get on board from Monday 19th July:
Wearing masks
We are following government guidance and recommend all customers wear a face mask whilst on board. The government now "expects and recommends that people wear face coverings in crowded areas such as public transport."
Ventilation & Cleaning
We will continue to ensure that all windows are left open for additional ventilation in addition to our enhanced cleaning regime which will remain in place to keep you and others around you safe.
Social distancing
In England all seats will be in use from Monday 19th July and our buses will return to full capacity making sure we can take you to where you need to go.
Paying for your journey
Where possible avoid the use of cash and continue to use contactless on board or buy in advance using our mobile app.
First Bus App: Not only can you buy your tickets in advance, but you can plan your journey, check live bus times and track your bus live on a map. You can see how far the bus is from your stop and how many seats are free. If you haven't already got it you can download it here. ⇒
Pay Contactless: To avoid handling cash, go contactless and pay either with a contactless card, Google or Apple Pay. More details here. ⇒
Getting back to the things we love - check out our guide to your First Summer here!
Timetable information:
For current timetables, see below:
For Monday to Friday travel: Please see Monday to Friday timetables
For Saturday travel: Please see Saturday timetables
For Sunday travel: Please see Sunday timetables
We are introducing temporary frequency changes to selected high frequency services in Leeds from Sunday 26th September.
You can find a summary of the changes here and, the new timetables can be found on our timetables page here.
See our 'Service updates' page for up to date information on diversions and service alerts.
Travelling on our buses:
We’ve got each stage of your journey covered so that you can arrive safely at your destination.
Before you travel:
- Use the First Bus App to journey plan and buy your ticket
- Use our Space Checker tool to find when your bus is less busy
- Please don’t forget your face covering for your journey (where required or unless exempt). We are following government guidance and recommend all customers wear a face mask whilst on board
- Bring hand sanitiser
- We encourage our customers to download the NHS COVID19 App
At the Bus Stop:
- Use the First Bus App to track where your bus is and the number of free seats available
- When waiting at the stop, space out from fellow passengers
- When your bus arrives, please allow space for passengers to leave the bus before you step onboard
- Get you payment method ready – mTicket on the First Bus App, contactless card, concessionary pass or the exact change
On Board:
- We encourage customers to make cashless payments to avoid cash handling
- We are following government guidance and recommend all customers wear a face mask whilst on board
- In England all seats will be in use from Monday 19th July and our buses will return to full capacity making sure we can take you to where you need to go
- Our windows need to remain open to maintain airflow
- To assist others less mobile, please sit upstairs on double deckers
- We are continuing our cleaning regime, but please help by not eating or drinking on board and remove any rubbish when you leave
People intending to travel should check the appropriate government advice for the region of the UK they live in. There are currently no restrictions on passenger type and everyone is welcome on our buses if they follow government and First Bus guidance, and they are not feeling unwell. Anyone who is suffering from coronavirus symptoms including a persistent cough or high temperature, should not travel, and should follow public health guidelines.
With operators and customers working together we will provide a bus network, for those who need it, that is safe and allows everyone to complete their journeys.
If there any key workers not able to get to work due to the changes, please let us know and we can look to try and make amendments.
Contact us at: WYCommercialTeam@firstgroup.com
FAQs
General information
Yes, and by working with our customers we will continue to provide a bus network that is safe and allows everyone to complete their journeys. We are continuing with enhanced cleaning of our vehicles to keep you and others around you safe.
In England: all seats are in use and our buses are at full capacity making sure we can take you to where you need to go.
In Scotland and Wales
Yes, our buses are safe. We have an enhanced cleaning regime that includes the use of long-lasting sanitiser. Information on the bus helps guide customers to sit at a safe distance with no facing seats and it’s also the law to wear a face covering on the bus. You should follow the hand washing guidance too.
Yes, we are and there is no government advice currently to stop accepting cash, but please try to use the exact fare. However, we encourage all of our customers to buy tickets using the First Bus App or to pay by contactless card when boarding.
We are asking customers with a pushchair or buggy to consider the travel needs of vulnerable passengers and those in a wheelchair or with restricted mobility. This may mean that you have to leave extra time or wait to complete your journey.
As we operate a number of different buses, there isn’t a single explanation. It’s best to check out the advice about buggies and pushchairs on our website which you will find here https://www.firstbus.co.uk/bus-accessibility
Certain pre-paid tickets allow full flexibility of use and for some, such as single tickets on our mTicket App, we have extended the expiry to allow customers more time.
Ventilation
Where air conditioning systems are used on our buses they draw on air from the outside, so keeping a constant fresh flow of air circulating through the vehicle, which helps to keep bus travel safe.
We’re following government guidance to increase ventilation in enclosed spaces; this will apply come rain or shine.
Increasing ventilation helps to reduce the spread of airborne viruses, including Covid, so it’s better for everyone. We understand that drafts can make it feel colder and have modified windows so they can open partially which will lessen the draft created whilst keeping you safe.
We’re grateful to everyone for supporting measures we’re taking to look after each other.
Local changes/restrictions
Our bus services will continue to operate at reduced capacities in line with safe distancing. Please refer to our App for live information on capacity available and timetables.
Please check local government guidance in your area before travelling.
Face coverings and hand-sanitiser
England only:
The government expects and recommends that people wear face coverings in crowded areas such as public transport.
Scotland and Wales:
It is the law to wear a face covering on Public Transport unless you have a medical exemption. Details of exemptions can be found here
Scotland: https://tinyurl.com/ybvv2zhz
Wales: https://tinyurl.com/y5gr9moy
Failure to do so may result in a fixed penalty notice which is issued by the police.
England only
No. But the government recommends to wear one where you come into contact with people you don’t normally meet in enclosed and crowded spaces. We anticipate that many customers will continue to wear a face covering at busy times as a courtesy to others.
Scotland and Wales
It is your legal responsibility to wear a face covering when travelling on public transport, unless you have a medical exemption to show the driver. The driver cannot enforce face coverings, but you may be liable to a fixed penalty notice if you refuse.
England only
Wearing a face covering is now a matter of personal judgement. The government recommends to wear one where you come into contact with people you don't normally meet in enclosed and crowded spaces.
Scotland and Wales
It is the passenger’s legal responsibility to wear a face covering when travelling on public transport unless they have a medical exemption. The driver cannot enforce this, but passengers may be liable to a fixed penalty notice if they refuse.
We believe that it is for the government to decide whether or not to instruct people to wear face coverings based on scientific advice.
England
The cab has a protective screen to separate the driver and passengers which gives added safety. A driver may choose to wear a face covering when entering an open area of the bus.
Scotland and Wales
Our drivers may not be wearing a face covering or mask while driving as this can be distracting. And for those who wear glasses there is a risk these get steamed up while driving. The cab has a protective screen to separate the driver and passengers which gives added safety.
England
Yes, our drivers have a face mask and may choose to wear it when leaving the cab and are in an open area of the bus to assist customers or during changeovers with another driver.
Scotland and Wales
Yes, our drivers have a face mask and will wear it when leaving the cab and are in an open area of the bus to assist customers or during changeovers with another driver.
Scotland:
Children under 5 do not need to wear a face covering. You can find all the information on exemptions at
Scotland https://tinyurl.com/ybvv2zhz
Wales:
Children under 11 do not need to wear a face covering. You can find all the information on exemptions at
Wales https://tinyurl.com/y5gr9moy
England:
The government recommends to wear one where you come into contact with people you don’t normally meet in enclosed and crowded spaces.
England https://tinyurl.com/y7pd957e
Scotland and Wales
The Government has published a list of exemptions from wearing a face covering. You can find all the information on this link to the websites
Scotland https://tinyurl.com/ybvv2zhz
Scotland and Wales
It’s not necessary to show ID to prove you’re exempt. Our drivers know this and will help vulnerable passengers to board without difficulty. But we do have an Extra Help to Travel card which makes it easier:
Scotland and Wales
It is your legal responsibility to wear a face covering when travelling on public transport unless you have a medical exemption. The driver cannot enforce this, but you may be liable to a fixed penalty notice if you refuse.
Scotland and Wales
That’s not a problem. If you browse on your phone to the Face coverings page on our website and highlight the travel card you can show this to the driver.
Scotland and Wales
The majority of passengers are wearing face coverings and we estimate that around 15% are medically exempt, which they make clear when boarding. Our drivers are now issuing notices to any passengers without a face covering who are not exempt to remind them of the law and tell them they may be liable to be fined. Ultimately it is the passenger’s responsibility and drivers cannot enforce this.
Our website has a dedicated Face coverings page with lots of helpful answers to most questions our customers are asking here ⇒
England only
Wearing a face covering is no longer a legal requirement. It is important that we respect everyone’s choices.
Scotland and Wales
Some customers are exempt from wearing face coverings due to a disability or medical condition, many of which are invisible so you should not assume they are breaking the law. It is up to you if you want to say something to another customer, but we advise you not to cause confrontation. Our drivers cannot enforce the wearing of face coverings on board.
Scotland and Wales
We have followed guidance from our industry that customers should bring their own hand sanitiser and the public health advice for everyone to wash their hands regularly.
Social distancing
England only:
Social distancing in England has ended. This means our buses are able to return to carrying the maximum number of passengers without any restrictions on sitting or standing.
Scotland and Wales
To help customers comply with guidelines we have signage by the entrance and inside our buses to clearly show where you should and shouldn’t sit to maintain a safe distance.
Scotland and Wales
Our drivers cannot enforce social distancing as their focus must remain on driving people safely to their destination. We are appealing to customers to act responsibly and help them by following the measures and seat restrictions now in place.
England only
Social distancing in England has ended. This means our buses are able to return to carrying the maximum number of passengers without any restrictions on sitting or standing.
Increasing seat capacity
Scotland and Wales only:
This is possible due to a new seating arrangement which will mean every passenger will be able to be seated in a forward-facing position, but the use of rear-facing seats will not be permitted.
England only:
Social distancing in England has ended. This means our buses are able to return to carrying the maximum number of passengers without any restrictions on sitting or standing.
Scotland and Wales only
Government restrictions have eased and more people are travelling and coming together safely. Places and buses are busier than they have been so once you board you might have to sit next to someone.
We continue to follow the guidance and only use forward facing seats as well as maintaining our other measures such as daily cleaning, ventilation and the use of face coverings.
Wales only
Customers can choose to stand (on the lower deck) but any standing passengers will not increase the overall capacity of the bus as this is based only on the number of forward and sideways facing seats.
Scotland
Standing is not currently permitted and we ask customers to help our drivers by using forward-facing seats only.
Helpful technology
Yes, our ticket machines will be updated which provides the information into our App.
Ticket machine technology and monitoring passenger trends will help us to enable safe distancing on-board, so where we can, we’ll try to add more vehicles on the busiest routes to provide the best service for necessary journeys.
If you are waiting at a bus stop and the bus drives past or you are not allowed onto a bus, this might be because the bus has reached its seating capacity. If the bus does stop, but is near capacity, the driver will only allow one person to board for every person that gets off, so make sure to allow extra time for your journey and be prepared to wait.
We are asking everyone to assist our drivers by co-operating, which might mean waiting longer to board.
With the latest version of the First Bus App you can now track your bus live on a map and it also displays how many seats are available on each bus.
The app relies on the driver recording passengers boarding and alighting. Drivers are instructed only to record the wheelchair space as being full when it is used by a passenger in a wheelchair, and no change has been made to our policies regarding use of the wheelchair space.
Services/Timetables
Vulnerable customers
We are asking customers to consider the travel needs of vulnerable passengers and those in a wheelchair and will do all we can to prioritise access to the wheelchair space for a wheelchair user.
The app relies on the driver recording passengers boarding and alighting. Drivers are instructed only to record the wheelchair space as being full when it is used by a passenger in a wheelchair, and no change has been made to our policies regarding use of the wheelchair space.
If the wheelchair space is occupied the driver will ask customers to move, which they should do to help us in enabling wheelchair users to travel.
Our drivers will help visually impaired customers at stops, as before, and to assist with access. When 'bus full' is displayed, drivers will continue the journey for the safety of all people on board or at stops..
Lost Property
Our drivers collect all lost property found on our buses and return it to their depot, but it can take up to 2 working days to register lost property items on our system.
If you have left an item on one of our buses, the best way to recover it is to complete the contact form on our help and support page and select "Lost Property".
If you have completed the lost property form and we locate your property we will contact you. You'll be able to collect it from our Hunslet office between 9am and 4pm. Our offices are open Mondays to Fridays, closed on Bank Holidays.
Click here for more details.
We're here for you
All travel shops are currently closed.
Contact us by phone 0345 646 0707 (8am to 6pm Monday to 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 Support Agents.
Contact us on Twitter @firstwestyorks 7am to 7pm Monday to Friday or 9am to 6pm on weekends and bank holidays.
- For mobile tickets (mTickets) bought in our app, please email our mTicket support team mticket-support@firstgroup.com. Please include the mobile number and email address associated with your mTicket account. Alternatively, please call us on 0330 094 7577.
- For subscription tickets, please email first.etickets@firstgroup.com and include the email address and telephone number associated with your subscription.
- For tickets you’ve bought on our website to print at home (eTickets, e.g. airport services), please call:
0345 646 0707 and select option 2 then option 2.
- For all paper tickets, please call 0345 646 0707 and select option 2 then option 3 or email us at: SSC-TicketEnquiries@firstgroup.com
Please be advised that our operators may be busy due to increased volume of enquiries but will do their best to assist you.
If you prefer, you can fill out the contact form here instead ⇒ We will get back to you as soon as we can but please be aware that for lost property enquiries our response time is usually within 3 working days for all other enquiries this could take up to 14 days.
