We aim to provide the best service possible, but despite our highest endeavours, occasionally we fall below the high standards we set ourselves.
In these cases, we apologise for any delays, disruption or inconvenience to our customers. Our 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
- We fail to operate an advertised service for reasons within our control
To claim, simply complete the form below - please provide full details of your attempted journey and the type of ticket or pass you hold/are claiming for. We are unable to provide refunds for alternative transport, or where travel would have been undertaken without charge to the pass holder. We aim to respond within 10 working days of receipt of your claim form.
Terms & Conditions
Completion of this form does not guarantee compensation. This leaflet 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.
*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.