Frequently Asked Questions

Frequently Asked Questions

We know that some questions regarding our services and tickets are more popular than others so to try and provide customers with quick answers to these frequent queries we have listed the key questions below.

If your question isn't listed, or you need further information please contact us.

What are the facilities for wheelchair users and passengers with buggies?

Many of our buses can accommodate the majority of wheelchair styles; for full details please view our low floor access page or contact our Customer Services on: Somerset: 01823 211 180, Devon: 01752 967 800, Cornwall: 01872 305 950 (08:30 - 17:00 except public holidays) before you travel.

We are also able to carry buggies on the majority of our services, visit our buggies page for full details.

How can I receive updates regarding my bus services?

If you would like to stay up to date with the latest service news, promotions and any major disruptions (due to roadworks, events or weather conditions) simply register your details with us and we will keep you up to date, via email, with the latest essential news.

You can also view regular updates on service changes, service disruptions plus news and initiatives by following us on Twitter or becoming a fan on Facebook:

I use your buses regularly - can I save money on my travel?

Yes! We offer a wide range of tickets, all of which provide unlimited travel across our Plymouth, Devon and Cornwall bus networks that can save you ££s when compared to the walk on fare.. Simply visit our Tickets page for more information and choose the best ticket for your journey type. You can also buy some of our season tickets online.

Why didn't my bus arrive on time?

We strive to provide a service that is 100% reliable; unfortunately there are factors beyond our control which can result in some buses arriving late. Such factors include roadworks, diversions, road closures, heavy traffic and adverse weather conditions.

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 as a result from an earlier incident. 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 but if you are concerned about your service please contact us and we will investigate where possible. We're often able to post information on any disruptions on our Twitter and Facebook pages.

At what age do children need to pay a fare?

Children under the age of 5 travel free on our services, children aged 5 to 15 can travel at the child fare. We also offer scholars passes for those in full time education which are excellent value - please visit our Scholars Tickets page for more information or call our Customer Services 0845 600 14 20 (08:30 - 17:00 except public holidays)

I paid my fare but my driver could not give me change, why is this?

Our drivers have a limited float with which to give change - unfortunately this can be easily exhausted if one or two passengers pay for low value fares with a note of high denomination, especially at the start of a driver's shift. If you normally buy your FirstWeek or FirstMonth tickets on bus you might want to buy from one of our Travel Shops instead so you can pay buy debit/credit card and shorten your boarding time. Alternatively Week, Month and 3Month tickets can also be purchased using PayPoint from 140 outlets in Plymouth and South Devon and Week and Month tickets from 25 outlets in Camborne, Redruth and Helston. Please visit our PayPoint page for a list of all the PayPoint outlets selling our tickets.

I am a student, can I benefit from cheaper bus travel?

Yes! If you are a full time student or scholar in Devon & Cornwall (regardless of age!) you can purchase a scholars bus pass which can save you ££s on your travel. Please visit our Scholars Tickets page for more information or call our Customer Services 0845 600 14 20 (08:30 - 17:00 except public holidays)

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, because the resources will see greater use elsewhere on our network or because funding from the local authority has been withdrawn. We never change a route or timetable lightly, and consult with relevant local authorities whenever possible. To view latest details of services changes in Devon & Cornwall please go to our Travel News page.

Why is 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.

We try to keep all of our services on schedule but delays including those caused by roadworks or adverse weather conditions can result in a change of passenger boarding; more boarding a later bus than their usual one, so a usually quiet bus may become very busy.

Why did your driver not wait for me?

Please accept our apologies 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 so therefore was not 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.

Never attempt to board a moving bus, this is very dangerous and not worth the high risk of injury especially as many of our services are high frequency so if you have missed your bus another one will not be far behind.

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.

What should I do when I want to get off the bus?

When you want to get off the bus please ring the bell once giving the driver plenty of time to acknowledge you wish them to stop for you (but not before they have comfortably passed the previous stop). Please remain in your seat while the bus approaches the bus stop and only stand and make your way along the gangway once the bus has come to a complete stop. If you are standing during your journey please hold on to the safety rails and handles provided until the bus comes to a complete stop and only then should you make your way to the front of the bus.