Coronavirus information

From Sunday 31st May, we’re putting on far more buses for essential journeys to help manage reduced capacity due to the social distancing measures we have in place following Government guidance. Please check the relevant Timetable section for the new frequencies and bus times. Thank you for your ongoing support, which is essential, as we work together to maintain safe travel across our networks.

First Bus safety measures - services in England:

Please note: the above video shows safety measures that apply to services in England, for further advice about services in Wales and Scotland please see the relevant pages for those areas.

Service Updates

The latest government advice is to use public transport only when absolutely essential, due to limited capacity in the system to enable social distancing. People intending to travel should check the appropriate government advice for the region of the UK they live in. You should consider walking, cycling and all other forms of transport before using public transport at this time. If you do need to use public transport allow extra time as travel may take longer than normal on some routes due to reduced capacity and social distancing measures.

For the latest service information in your area please click the link below.

Are you a key worker? Please tell us if you are concerned that our service changes don't meet your needs:

Keeping our customers safe

On our buses we will be operating at a reduced capacity with around 1 in 4 seats being available. It is therefore likely that that you will begin to see ‘Bus Full’ signs as some services reach their revised capacity more quickly.

If you are waiting at a bus stop and the bus drives past, it is likely it has reached its reduced seating capacity. If the bus does stop, but is near capacity, the driver will only allow one person to board for every person that gets off, so you may need to allow extra time for your journey and be prepared to wait.

In addition, you will also see further measures in place to help you to adhere to social distancing guidelines. These include:

New capacity signs by the entrance of each bus
Seat signs and tape to clearly show where you should/shouldn’t sit to maintain a safe distance
Reminders to be considerate of other passengers
No longer allowing standing

Seat signs will show where you shouldn't sit:

Capacity signs on our buses:

We are also taking the following action:

Thorough cleaning including regular disinfection of all grab rails and poles, entrance door handles, window ledges and other touchpoints
Encouraging good hand hygiene amongst all our staff
Embedded social distancing, and provided personal protective equipment such as gloves and hand sanitiser to all our drivers
Displaying NHS advice on our buses wherever it is practical to do so.

What else could you do to stay safe?

	Only travel by bus if your journey is essential
	Plan your travel in advance, avoiding peak periods
	Wear a face covering when on board
	Sit in a window seat, leaving an empty row of seats in front and behind
	On our double deckers, consider sitting upstairs (if you are able)
	Pay with contactless or purchasing your ticket in advance on our Mobile App
	Use the correct change if you must pay by cash
	No eating or drinking while on board
	Leave windows open to aid ventilation

We’d also value your help in staying up-to-date with the latest coronavirus information from the NHS or Department of Health and Social Care websites.

Wash your hands with soap and water frequently for at least 20 seconds.
Use hand sanitiser whenever soap and water are unavailable.
Cover your mouth and nose with a tissue when you cough or sneeze, and place the tissue into the bin straight away.
We encourage all customers to switch to contactless payments and purchasing tickets via our Mobile app where possible. We appreciate your assistance in helping to limit the spread of coronavirus.
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FAQs

Please find information and FAQs below on what we are doing to provide a safe operating environment for customers and employees:

Q. Is it safe to travel on a bus? Yes, and with operators and customers working together we will provide a bus network, for those who need it, that is safe and allows everyone to complete their essential journeys. In line with UK Government advice, we are continuing with the systematic daily deep cleaning of our vehicles and facilities and screens are fitted to all cabs, separating drivers from passengers. Drivers also have access to gloves and hand sanitiser and all staff are encouraged to wash their hands regularly.

To help with this we are asking our customers to:
- Only travel if your journey is necessary
- Please be aware of others who may have a priority need to travel
- Look out for ‘Bus full due to social distancing’ messages on the destination display, which means the bus might not stop
- Be prepared to allow extra time or waiting to complete your journey
Q. How will social distancing work on the bus? In accordance with government guidance our buses will be operating at a reduced capacity, with around 1 in 4 seats being available. This means there is some chance that not all passengers will be able to board the first bus that arrives. There may be situations where you can’t keep a suitable distance from people, for example when boarding or alighting, on busier services, at busier times of day and when walking through interchanges. In addition to the guidance above, in these cases, you should:
- Avoid physical contact
- Try to face away from other people
- Keep the time you spend near others as short as possible
- Be aware of the surfaces you touch and be careful not to touch your face
- Wait for passengers to get off first before you board
- Please respect other peoples' space while travelling
Be aware of other customers who may need the seat or extra space more than you such as pregnant, older and disabled people.
Q. Will key workers get priority boarding? No, but our network has been prioritised around the need of key workers.
Q. Will I need to leave extra time for travel? Passengers should follow Government guidance and leave extra time for their journeys. You should consider walking, cycling and all other forms of transport before using public transport at this time. To help with this we are asking our customers to only travel if your journey is necessary.
Q. Do drivers and passengers have to wear a face mask on bus services? No, but people are encouraged to consider wearing face coverings in England and Scotland in enclosed public spaces such as on public transport. A face covering is not the same as the surgical masks or respirators used by healthcare workers. Wearing a face covering is optional and is not required by the law but can be beneficial in busier, enclosed areas.
Q. Is the driver responsible for managing social distancing? Please note the seating measures we have introduced are advisory for customers and we will not be asking our drivers to enforce them or leave their cab area, unless operating the manual bus ramp. Our driver will help advise customers when boarding where seats are available.
Q. Why is my bus not stopping to pick up passengers? Social distancing measures mean that we have to reduce the capacities on our buses. It is likely that, as these new capacities are first introduced, not all passengers will be able to board the first bus that arrives. You might see 'Bus full due to social distancing’ messages on the destination display, which means the bus may not stop.
Q. Will you be providing face masks or hand sanitiser for passengers? No, customers should use their own sanitiser and face covering. Government advice on using and making a face covering
https://www.gov.uk/government/publications/how-to-wear-and-make-a-cloth-face-covering.
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Q. Are you still accepting cash on your buses? We encourage all of our customers to buy tickets using the First Bus App or to pay by contactless card on board. If you are paying with cash, please try to use the exact fare.
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Download the First Bus App:
Q. What happens if my travel plans change or I am unable to travel due to this infection? Our general Terms and Conditions still apply but we will look at each customer’s situation. The best way to contact us to talk about your ticket or change to travel plans is set out below – rest assured we’ll look into your enquiry and come back to you as soon as we can.
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- For mobile tickets (mTickets) bought in our app, please email our mTicket support team mticket-support@firstgroup.com. Please include the mobile number and email address associated with your mTicket account . Alternatively, please call us on 0330 094 7577.
- For subscription tickets, please email first.etickets@firstgroup.com and include the email address and telephone number associated with your subscription.
- For tickets you’ve bought on our website to print at home (eTickets, e.g. airport services), please call:
  0345 646 0707 and select option 2 then option 2.
- For all paper tickets, please call 0345 646 0707 and select option 2 then option 3 or email us at: SSC-TicketEnquiries@firstgroup.com
Q. Does social distancing impact if I will be able to board a bus with a pram or pushchair? We are asking customers with a pushchair or buggy to consider the travel needs of vulnerable passengers and those in a wheelchair or with restricted mobility. This may mean that you have to leave extra time or wait to complete your journey.
Q. Does social distancing impact if I will be able to board a bus in my wheelchair? We are asking customers to consider the travel needs of vulnerable passengers and those in a wheelchair and will do all we can to prioritise access to the wheelchair space for a wheelchair user.
Q. Can I use a bus if I am feeling unwell? Government advice is that people shouldn’t travel if they are suffering from coronavirus symptoms including a persistent cough or high temperature and should follow public health guidelines.
Q. Why is my driver not wearing a mask while in their cab? The primary reason for this is due to the face covering or mask becoming a distraction while driving. Also, if the driver wears glasses then there is a risk of glasses being steamed up while driving. A face covering or mask is not required while driving due to the driver being in the driver’s cab and having a screen as protection.
Q. Why is my driver wearing a mask when they help vulnerable people? Our drivers have to leave their cab when helping vulnerable customers and so are following the advice to wear a face covering as they are now in an open area of the bus and briefly in closer contact with the passenger.
Q. Are you making hand gel available to your drivers? Yes, we were one of the first bus operators to do this and we have made hand sanitizer products and gloves available for all staff.

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We’re absolutely committed to being there for our customers and you can contact us by phone on 0345 646 0707 between 9am to 5pm, Monday to Friday and we're available on Twitter 7am until 7pm Monday to Friday, and 9am-5pm weekends and bank holidays. Please see our Help and Support page for contact details.

Staying in touch and up-to-date

This webpage will always have the latest information and guidance for customers, so please do check back here regularly and closer to your journey. You can also help us to communicate quickly and easily with you by registering with us here:

Thank you for your continued support.