Your Shopping Cart

January 2025 Service Changes

5th Jan 2025All areas

Effective

05/01/2025 - 31/12/2025

We're making some improvements and changes to our bus network in the New Year.

Check the drop-down boxes below for more information on the services that are changing, complete with downloadable timetables.

First Bus App Update

We are in the process of rolling out an update to the First Bus App. If you have any issues, please read our frequently asked questions for help. If you need to contact us, please complete a webform here. Please submit only one webform when contacting us, as submitting multiple forms may delay our response time.

We're experiencing high volumes so thank you for being patient with us in getting back to you during this time.

Journey support

My bus was early or late, or there was a problem with my journey. What can I do?

I have received a standard fare charge from Revenue Protection Officers whilst travelling. Where can I find out more information?

How can I find out where my bus is?

How can I provide feedback on my service?

How can I make a complaint?

How can I provide feedback on my driver?

Tickets & Fares

Can I book a seat in advance?

What about my single ticket - how long does this last for?

What happens if I lose or break my phone and I can't use my mTicket?

How can I buy tickets?

How do I gift a ticket?

How do I apply for a concessionary pass?

I'm travelling in a group, can I buy tickets on the app?

Is my ticket valid for the whole day?

How can I pay for mTickets?

Why can't I see my tickets?

Can I get a receipt for my ticket purchase?

The QR code on my ticket won't scan on the bus.

I'm trying to buy a ticket on the app and I can't complete the security challenge

My phone has broken - can I get a paper ticket?

I'm trying to buy a ticket on the app. Why do I sometimes get an additional security step when paying by card?

How can I find out the price of my journey?

I'm trying to buy a ticket on the app. I have funds in my account and successfully completed the security challenge, but my payment was still declined.

Can I use my ticket on other operators?

Do I need an internet connection to use mTickets?

What happens if I lose my ticket, or if it gets damaged?

How do mTickets work?

Can I cancel my ticket?

I use buses frequently, can I save money?

How long is my ticket valid for?

What ticket should I buy?

First Bus App Update

I'm entering the password linked to my account but it isn't being accepted. What should I do?

I've changed my password on the website but I still can't sign in.

I’ve updated my app but I can’t see my ticket. What should I do?

I’ve updated my app, but I no longer have access to my email address and I can’t log into my account. What should I do?

I’ve updated my app but the ticket on my account is incorrect.

My multi-operator ticket is no longer working on other operators.

I’ve updated my app and I can see my ticket, but it won’t scan on the bus. What should I do?

I’m having issues with ticket gifting on the new app.

I’ve updated my app and my favourites aren’t working anymore.

I cannot redeem a promotion code I have been issued.

Refunds

I've bought a ticket on the First Bus app. Can I cancel my ticket and get a refund?

I've bought a paper ticket on the bus using cash/contactless. Can I cancel my ticket and get a refund?

I've paid for my journey using Tap On, Tap Off. Can I get a refund?

I've bought a ticket on the First Bus website. Can I get a refund?

Journey planning

Do you offer airport services in my area?

Can I bring a bike on the bus?

Can I bring food or drink on the bus?

Can you help me plan a journey?

How do I catch a bus?

At what age do children pay to travel?

How do I use the journey planner?

How do I use the Real Time Information?

What zone am I travelling in?

Are there any service cancellations or planned diversions in my area?

Subscriptions and Commuter Travel Club

How can I register my employer for the Commuter Travel Club?

Where can I find out more information about the Commuter Travel Club?

How do I cancel my subscription?

How do I change my Direct Debit details?

How can I sign up for the Commuter Travel Club?

I haven't received my order

When will my Direct Debit payment be debited from my bank account?

What happens if my Direct Debit payment request fails?

Lost Property

How do I report an item of lost property?

I've submitted a form to report my lost property. What happens next?

How long does it take to find my lost property?

Can I check the status of my lost property claim?

Where can I go to collect my lost property?

What happens if I lose important items/documents such as a payment card, passport, ID or medical items?

Does it cost anything to collect lost property?

What do I need to bring when collecting lost property?

What should I do if I find an item of lost property on the bus?

Account & the First Bus App

How can the First Bus App help me?

Can I use the First Bus App on Tablets or iPads?

I cannot remember the email address linked with my First Bus App account.

How do I change the email address on my First Bus App account?

How do I reset my password?

I'm trying to reset my password but I am not receiving a password reset link.

How can I change my payment method?

How do I delete my account?

Who do I contact if I have app issues?

Contactless Payments and Tap On, Tap Off

How does contactless work?

How do I use Tap On Tap Off?

What is the difference between Tap On Tap Off and normal contactless payments?

Can I buy multiple tickets with Tap On Tap Off?

Can I still use my card to pay for tickets other than Tap On Tap Off?

Can I use Tap On Tap Off on more than one payment card?

What tickets can I buy with Tap On Tap Off?

Why did a payment not work?

Where can I view my transactions?

Will the money come out of my account straight away?

Why has my card payment been declined?

My payment was declined and my card blocked. What happens next?

My card declined on the bus, but I have still been charged

Which types of contactless cards can be used?

How do I know if I have a contactless enabled card or device?

Will I get a ticket?

Will I get a receipt?

What happens if I forget to tap off?

How can I see what I have been charged?

How quickly will my purchase appear in the portal?

Can cards not issued in the UK be used?

Which tickets can be bought using contactless?

My statement shows that I've been charged but not by the full amount, has something gone wrong?

How do I enable Express Mode for Apple Pay on my device?

I have an AIB card, and it doesn’t work

Why is the limit set to £45?

Are my contactless payments safe?

Can I top-up my smart card using contactless?

Special Assistance

Are the buses easily accessible?

Are there any restrictions on assistance animals or pets?

Do I need a permit for my mobility scooter?

Student Travel

Can I buy an academic term ticket in my area?

How long is my ticket valid for?

Do I need to show student ID?

Does the email address registered to my First Bus app account need to be my student email address?