Frequently Asked Questions

I'm disabled - will I be able to use your services?

Virtually all of our services in Berkshire are now operated by low floor, easy access buses making it easy for those with mobility impairments and wheelchair users to get on board. For more information, visit our Bus Access section. If you require a little extra assistance on our buses, you may find our Safe Journey Card useful - you can download your own copy to print or email us using the contact us form and we will send you one out to you.

Can I bring my buggy on board?

Yes, most of our buses are suitable for bringing a buggy on board. Please visit our buggies section for more information.

Why didn't my bus arrive on time?

We strive to provide a service that is 100% punctual and reliable. Unfortunately there are many reasons why your bus may arrive late. Roadworks, diversions, road closures, heavy traffic and adverse weather conditions are among the main reasons for late running. When there are major problems it can affect all routes, not just those directly on the problem. The reasons for late running can often be at the other side of your town/city or a result of a problem earlier in the day. We do account for peak-time traffic in our schedules, but unfortunately cannot take into account unexpected problems.

We know how frustrating it is when your bus arrives late. You can be assured we are doing all we can to get your bus to you on time - we post major known problems on our website and provide frequent updates through our twitter feed to keep you informed. We are open about our punctuality, and post quarterly reports online.

At what age do children have to pay their fare?

Up to 2 children under 5 can travel free with every adult with a ticket or pass. Children aged 5-15 must pay a fare on board our services. Child fares are usually half the adult price, but some routes do not have child fares available before 09:00 on weekdays (except public holidays). Up to 2 children can travel free at weekends on local buses if they accompany an adult with a full-value paid for ticket (including FirstDay, FirstWeek and FirstMonth, but not Explorer or Green FirstDay). This weekend entitlement is in addition to the 2 children under 5 that can travel free with each adult with a ticket or pass. However, this benefit is not applicable to journeys on the 702 to/from London or on the 191 and 200 between Windsor and LEGOLAND.

Why have you changed my route/timetable?

We are constantly reviewing our network to reflect changing travel patterns and demands. Your route or timetable may change because of a reduction in demand or because the resources will see greater use elsewhere on our network. We never change a route or timetable lightly, and consult with relevant local authorities whenever possible.

My bus is always full?

We have a wide range of vehicle types and aim to provide space for everyone who wishes to travel on every journey. We monitor all of our services and where demand exists for extra journeys aim to provide them where possible - unfortunately, this cannot happen overnight as we need to plan the service, provide extra vehicles & drivers etc. Delays caused by roadworks, adverse weather etc. can mean more passengers than normal on particular service. Occasionally we may need to provide an alternative vehicle on your route - for example if the bus intended for your service is stuck in traffic or has broken down.

Why did your bus drive past me?

We're sorry if we missed you. It is possible that the bus you intended to catch was full or that our driver simply didn't see you. You may find it useful to read our guide to catching our buses to ensure you are seen.

Why did your driver not wait for me?

We're sorry if it appears our driver left without you. Driving a bus is a difficult job, and your driver had probably already committed to their manoeuvre and it may not be safe for them to stop and/or pull back into the stop. Please remember when a bus is pulling away from a stop, our drivers have to be aware of everything around them - including the traffic they are merging with - so they may not see you.

Why do I see buses saying 'Sorry Not In Service'?

This can be for a number of reasons. We provide extra buses at busy times so you may see buses heading to their starting point (or returning to depot at the end of shift). If we are experiencing delays, we may send buses empty to the other end of a route to ensure that everyone along the route is still provided with a service. Our buses undergo regular maintenance so you may also spot one of our engineers running a test.

Are First able to sponsor me/our team?

First has a Charity and Sponsorship committee who accept applications from individuals and groups across the country. Use the link below to find out more and apply - there have been many successful applicants from West & North Yorkshire since the committee was set up. We wish you luck in your application!

• First Charity and Sponsorship