We're proud of our service in South Yorkshire. However, on occasions, things can go wrong and we fail to deliver to our high standards and to you the customer.
What is Customer Promise?
Our Promise to you is that when things do occasionally go wrong, we'll compensate you for your inconvenience with free travel.
When can I claim?
The Customer Promise entitles customers holding a valid ticket or pass to claim against a failure where First was responsible for your delay. This would be where a bus failed to operate, operated more than one minute early (from advertised timing points, as shown on our timetables) or more than 20 minutes late.
When are First at fault?
We will refund your travel costs with free travel where the problem was caused by our failure through breakdown or an error on our part.
We are not responsible for failures relating to severe weather disruption, road closures, vandalism to a vehicle, heavy traffic conditions or industrial action as examples.
How do I claim?
If you feel that we have let you down and that you wish to claim against a particular journey, complete our claim form, print it off and send it with your ticket to the FREEPOST address shown.
Our team will then investigate your claim and will respond to you within 10 working days of receipt of your form.
Terms and conditions apply.