Coronavirus - COVID19: Service information

At First Bus, your safety is our top priority. In the wake of the evolving impacts of coronavirus, we are working with the Government and wider industry to ensure we are following the latest advice to keep you safe on our buses.

Face coverings:

The UK Government has stated that from 15 June it is mandatory for passengers to wear face coverings while travelling on public transport in England. For further information please click on the link below.

https://www.firstgroup.com/help-and-support/coronavirus-information/face-coverings

A list of exemptions can be viewed via the link below to the Government website:

https://www.gov.uk/guidance/coronavirus-covid-19-safer-travel-guidance-for-passengers#exemptions-face-coverings

We're here for essential journeys - please only travel if you need to and travel at quieter times if you can.

Quick links

Our buses are able to carry fewer people than before - please look for signs on your bus. Please look after each other and follow any advice or instructions from our driver. We're working hard to ensure that there is sufficient capacity for everyone to travel. If your bus is full, you'll need to wait for the next service. Find out more >>

Who may and may not travel on our buses?
The government advice is to considering other forms of transport before using public transport and to travel safely. People intending to travel should check the appropriate government advice for the region of the UK they live in.

There are currently no restrictions on passenger type, and everyone is welcome on our buses if their journey is necessary, they follow government and First Bus guidance, and they are not feeling unwell. Anyone who is suffering from coronavirus symptoms including a persistent cough or high temperature, should not travel, and should follow public health guidelines.

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.

What timetables are in operation?
The majority of our services are running and we have made changes to our services to better support key workers on essential journeys, and to help manage reduced capacity due to the social distancing measures we have in place following Government guidance. Details of the bus services running are shown further down this page

Are there any imminent timetable changes?
There are currently no changes to services. The bus service details below on this page will be kept up-to-date; please keep checking this page for updates.

What assistance is provided for disabled passengers?
Support for disabled passengers remains the same as before coronavirus, see here for more details ⇒

We offer our full support to wheelchair users who want to travel with us. While many of our seats are blocked with signs or tape, our wheelchair spaces remain available. All our buses have a dedicated area for wheelchair users; other passengers are required to give up the space for wheelchair users. Please ask the driver for assistance if you require any help. If the driver needs to leave their cab to provide passenger assistance, they will wear a face covering.

Wheelchair users have priority over everyone else for the use of the designated wheelchair space, since this is the only place in which they can travel safely.

If the ramp is required, please keep a 2 metre distance whilst the driver puts the ramp in place.
The driver will keep the time they are within 2 metres of you to an absolute minimum.

What steps is First Bus taking to maximise social distancing, at stops and on board?
On our buses we are operating at a reduced capacity with around 1 in 4 seats being available. It is therefore likely that that you might 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. With the latest version of the First Bus App you can now track your bus live on a map and it also displays how many seats are available on each bus.

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 by the entrance of our buses. This will show the maximum passenger capacity for each bus:

What happens if the bus I want to catch is full?
On our buses we are operating at a reduced capacity with around 1 in 4 seats being available. It is therefore likely that that you might see ‘Bus Full’ signs as some services reach their revised capacity more quickly.

What happens if the last service of the day is full?
We advise that you try to travel before the last service of the day, to avoid the risk of the last service bus being full. We will not be able to run extra buses after the last service bus, and you may have to arrange alternative transport.

What should passengers do to socially distance, at stops and on board the bus?

Only travel by bus if your journey is essential
Plan your travel in advance, avoiding peak periods
Please observe social distancing on-bus and at bus stops
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

Do bus passengers have to wear face coverings/masks?
The UK Government has stated that from 15 June it is mandatory for passengers to wear face coverings while travelling on public transport in England.

Please remember to bring a face covering or mask for your journey, it needs to fit well and cover your mouth and nose.
Put your face covering on before boarding the bus.
If you have an exemption and you are unable to wear a face covering please be prepared to inform the driver or show an Extra help to travel card (Journey assistance card). Please see here for more details ⇒
Please take your face covering with you at the end of your journey.

Please see our face coverings page for more information ⇒

Who is exempt from wearing a face covering?
Exemptions for the use of face coverings will apply to those with certain health conditions, disabled people and children under the age of 11.

To see the government guidance on face covering exemptions please follow this link ⇒

What additional cleaning is taking place?
Our buses are comprehensively cleaned every night by our expert team of cleaners, including regular disinfection of all grab rails and poles, entrance door handles, window ledges and other touchpoints.

Will you be providing face masks or hand sanitiser for passengers?
No, customers should use their own sanitiser and face covering.

In order to maximise social distancing, when is best to travel and when is best to avoid?
There is usually sufficient capacity on our buses but it's best to plan your travel in advance. Our busiest periods are in the middle of the day, so it is best to travel in the morning and late afternoon. This will help ensure we provide our services to as many customers and key workers as possible while adhering to social distancing guidelines.

With the latest version of the First Bus App you can now track your bus live on a map and it also displays how many seats are available on each bus.

We also advise that you try to travel before the last service of the day, to avoid the risk of the last service bus being full. We will not be able to run extra buses after the last service bus.

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.

Which First Bus ticket offices and customer service centres are open and which are closed?
All travel shops are currently closed. For customer service enquiries you can call us on 0345 646 0707. Our lines are open from 9am to 5pm Mon-Fri. Our quieter times are usually between 11am and 3pm so you may prefer to call then as there will be less of a wait to speak to one of our Customer Support Agents.

If you prefer, you can fill out the contact form here instead ⇒ We will get back to you as soon as we can but please be aware that for lost property enquiries our response time is usually within 3 working days for all other enquiries this could take up to 14 days.

Our current services are shown below

The frequencies below are for Monday-Friday daytimes, check the timetables for Saturdays, Sundays and evenings

You can see timetables here >>

Route	Frequency
3/3A: Hanley – Burslem – Tunstall – Kidsgrove - Crewe	Every 5 minutes (peak times)*	Every 10 minutes (during the day)*
4/4A: Hanley – Newcastle – Chesterton / Audley/Talke	Every 15 minutes*
5: Hanley – Abbey Hulton	Every 15 minutes
6/6A: Hanley – Fenton – Longton – Meir – Coalville/Blythe Bridge	Every 10 minutes*
7/7A: Hanley – Chell – Kidsgrove/Biddulph	Every 15 minutes*
8: Hanley – Ball Green	Every 30 minutes
11: Hanley – Bentilee – Longton – Fenton – Stoke - Newcastle	Every 20 minutes	Every 10 minutes between Hanley & Dawlish Drive
11B: Hanley – Bentilee circular	Every 20 minutes	Every 10 minutes between Hanley & Dawlish Drive
18: Hanley – Sneyd Green - Leek	Every 30 minutes (peak times)	Every hour (during the day)
21: Hanley – Stoke – Hanford - Trentham	Every 30 minutes
22: Longton – Trentham – Hanford - Newcastle	Every 30 minutes
23: Hanley – Stoke – Fenton - Newstead	Every 30 minutes
25: Hanley – Stoke – Newcastle - Keele	up to every 15 minutes
32 (Kingfisher): Hanley – Cheadle – Tean - Uttoxeter	Every hour
37: Lymedale Business Park	2 trips a day
72/72A: Newcastle – Westbury Park	up to every 30 minutes
98: Newcastle – Porthill – Burslem – Ball Green	Every 30 minutes
99: Newcastle – Porthill – Tunstall - Chell	Every 30 minutes
101: Hanley – Newcastle – Stone - Stafford	Every 30 minutes

Frequencies are for Monday-Friday daytime and may vary for Saturday and Sunday

*on combined sections of route

Please watch our videos for information and advice for travelling on the bus during the coronavirus situation:
	Travel safely on our buses: Social distancing and travel information: Video ⇒
	Face coverings: Video ⇒
	First Bus App: Know where your bus is and how many seats are available: Video ⇒
	Social distancing information for customers who are visually impaired: Video ⇒
	Cleaning on our buses: Video ⇒
	Sanitiser: Video ⇒

If you can...

	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

Purchasing season tickets

If you need a seaon ticket when our travel shop is closed, the easiest way is through our app.

If you need a paper ticket, we've added the option to buy a monthly ticket through our website and have it posted to you (& if you select First Class, postage is also free). Visit our ticketing page to buy >>

To buy:

select Month
select 'buy online' under the boundary you need
select 'by post'
choose your start date
select 'checkout'
choose your postage type - First Class is free
select 'Ticket Details'
complete the fields for your details
if you already have a First Photocard select 'I already have a First Photcard' and enter the number from the portion with your photo on and you'll be able to use your ticket with your existing photocard. If you don't, we'll send a photocard to you but you'll need to insert a photo before you can use
select 'Pay Now' and follow the on screen instructions

Concessionary Pass Information

Staffordshire & Stoke-on-Trent councils are allowing free travel for concessionary pass holders before 0930.

Ticket information

To view tickets avaialble to purchase visit our ticket checker >> Wherever you can, please use our app or contactless to buy your tickets. We'll still accept cash and give change if you need it.

The sale of group tickets (including weekender) is suspended.

Our travel shop in Hanley Bus Station is closed until further notice.

For our general information please see our main Coronavirus information page »

View our Coronavirus risk assessment >>

This page was last updated on Tuesday 30 July - Coronavirus risk assessment added