Terms and Conditions
Completion of this form does not guarantee compensation.
The First Customer Promise does not create any new legal relationship with you as a result of what we say we will do, nor does it affect your legal rights. These are set out in our Conditions of Carriage.
Arrangements for compensation are only available for First services in South Yorkshire.
Completed claim forms should be printed out and sent to the freepost address given for claims to be considered. A unique reference number will be provided on the printed form - we recommend you keep a note of this number in case of any query.
A free FirstDay ticket will be sent to the address provided on the completed claim form for valid claims. A valid claim is when:
- A service departs from an advertised timing point (as shown in our published timetables) more than one minute early
- A service departs more than 20 minutes late
- We fail to operate an advertised service
The customer promise does not apply to delays that are outside of the control of First, including but not limited to:
- Security alerts
- Industrial action
- Severe weather
- Road closures or road works
- Heavy traffic conditions
Concessionary pass holders are not required to send in their pass with their completed form, but must complete their pass number on the claim form.
All other pass holders must send in their original ticket with their completed form.
Holders of multi-journey tickets should not submit their completed form until the expiry date shown on the ticket. If more than one form is completed for a single ticket it is acceptable to send them all together.
Completed claim forms and tickets should be received by First no later than 28 days after the expiry date shown on the ticket.
We recommend you keep a copy of your completed claim form and tickets.
We are not responsible for claim forms and tickets lost in the post.