First Bus Customer Promise

A little known unpublicised fact is that First Bus pay compensation for poor service, such as the non-arrival of scheduled services. Their “Customer Promise” offers customers who hold a valid travel ticket or pass, the opportunity to make a travel claim for free travel in the following instances*:

  • 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
  • Failure to operate an advertised service for reasons within their control

Full details, with a link to a Claim Form can be accessed at: http://www.firstgroup.com/ukbus/bristol_bath/help_contact/customer_promise/index.php

*The arrangements for compensation are only available for First services in the West of England and do not apply to certain delays that are outside our control for example vandalism, security alerts, industrial action, severe weather, heavy traffic conditions, road works and road closures

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